Robert R. Email & Phone Number

Trenton, OH, US

Cleveland, OH, US

• Coordinated the IT integration of a global manufacturing company by working with stakeholders to assess business initiatives and project implementation. Working on business processes, administration, implementation and.
• Mentored, directed and monitored a team of engineers, IT support teams and solutions architects who provided software packaging for deployments and solutions design across the global landscape.
• Provided and wrote technical documentation for It support personnel and end users. Including user education and presentations.
• Managed client relationships through reliable and relatable interpersonal communications, customer service to influence business stakeholders and foster confidence in integration processes, products and outcomes, while.
• Leveraged an ITIL framework and ITSM tools for change management, incident management and problem management with ServiceNow.
• Project tracking including project plans, business initiatives, document management, process assessment, testing and tracking to report to business stakeholders and senior management of project status through Microsoft.

Redmond, Washington, US

• Facilitated expert technical support and troubleshooting for Azure Information Protection (Purview) and Azure Key Vault, resolving customer issues efficiently and effectively within GCC, GCC High or DOD environments
• Coached and mentored teams to enhance performance, facilitating knowledge sharing and overcoming operational challenges.
• Fostered technical collaboration outside of CSS, driving innovation and process improvement.
• Directed community building initiatives through peer delivery roles, contributing to team cohesion and effectiveness.
• Demonstrated commitment to quality by consistently meeting Service Level Agreements (SLAs) and CSAT scores using Microsoft's CRM Dynamics.
• Utilized Microsoft Technologies and databases to promote cross training in Intune, MECM, Azure, Entra, cloud computing and Autopilot.

St. Louis, MO, US

• Responsibilities included overseeing maintaining technical integrity of enterprise environments with over 175K endpoints, focusing on strategic endpoint protection and security compliance and process improvement.
• Successfully generated a 90% SLA rate and CSAT scores while closing over 80 tickets per week using ServiceNow queue management.
• Implemented and tuned anti-malware/antivirus software across 175K endpoints, enhancing security posture and automation.
• Ensured compliance and governance with encryption security guidelines and endpoint protection standards.
• Managed change controls and communicated changes effectively during board meetings, leveraging ITIL framework knowledge.

Englewood, CO, US

• Delivered comprehensive technical support and computer operations to C-suite executives along with desktop support to home healthcare service providers.
• Successfully rolled out through strategic planning1.2K Android devices for clinicians and support teams.
• Efficiently investigate, troubleshoot and resolve root causes of endpoint security incidents, viruses, malware, and Windows OS, computer operations and hardware issues.
• Creative problem solving
• Directed, mentored and coached a team of up to six technicians, fostering a collaborative and goal-oriented work environment.
• Maintained accurate documentation of desktop and mobile device provisions software updates, backup and recovery, version management and integrations using Remedy ticketing software.

Bachelor'S Degree, Religion/Religious Studies

Bachelor Of Science - Bs