Robert Leatherman Email & Phone Number

• Managed Support Queue cases and personally handled complex, urgent, and/or sensitive situations• Focused on Lead Generation, Business Development, Conflict Resolution, Customer Relations, Direct/Person to Person Sales during daily contact with clients; outpaced peers by 30% with yields ranging from hundreds of sales for a few thousand dollars to a major multi-year contract worth a couple million dollars• Serviced private businesses and corporations with expertise in Change Management, Process Improvement, Product Management, Professional Services, Project Management, Quality Assurance, Requirement Analysis, Risk Management, Solution Deployment, and Strategic Planning, resulting in customer satisfaction surveys over 92%, saving clients thousands of man hours in implementation and maintenance, and eliminating downtime for critical environments• Rendered Leadership, Mentoring, Team Building, & Technical Expertise• Advised technical writers on user documentation while researching, writing, editing, and maintaining knowledgebase utilized by clients, Sales, and Server Support for training, deployment, maintenance, troubleshooting, and customization• Responsible for ensuring that IT personnel for client companies had mission-critical enterprise file transfer applications properly configured, integrated, and secured• Resolved complex client problems using comparative analysis of possible solutions, advanced diagnostics, and an on-going process of gaining a deeper knowledge• Worked closely with Level 3 to handle unresolved issues and bugs by supplying detailed documentation, crash logs, and packet captures• Secured systems using secure protocols, encrypting file system (EFS), PGP, data sanitization, a DMZ Gateway edge server, and other best security practices• Setup, maintained, and perused auditing, reporting, and monitoring logs for troubleshooting and security• Guided clients through the creation of workflow automation and COM API/VBS scripting

• Supervised operation of the network operation data center from 11pm to 7am, 7 days a week• Exhibited daily leadership, mentoring, and team building; engaged, managed, scheduled, evaluated, and trained a team of systems monitoring specialists; received monthly/quarterly leadership training• Spearheaded major project to locate underutilized IT equipment; decommissioned old equipment, maximized new device usage, resulted in reduction of four hundred plus devices and thousands of dollars of monthly utility costs• Documented and maintained in-depth knowledge of more than 30 application environments, both virtual and physical; work significantly reduced the amount of time necessary to properly support and maintain environments• Automated important time intensive manual processes to ensure precision and efficiency; including the reduction of a manual 5 hour application refresh to 15 minutes• Coordinated with associated Operations peers, Project Managers, and Solutions Architects to enhance troubleshooting efforts, provide pro-activeness, and ensure application security; focus was minimized impact• Controlled building security using the DSX system, badges, and swipes• Ensured that mission-critical enterprise applications were 100% available during non-maintenance windows on Microsoft 2000, 2003, and 2008 servers• Organized server operating system builds and re-builds, network conduits/ports, load balancing, fully qualified domain names, service account policies, email relay functions, database connectivity, scheduled backups, and monitoring• Worked with software developers and application customers to successfully deploy 50+ enterprise applications; created code backups, code updates, application security, application engine installation and setup, registry changes, virtual and physical IP address assignments• Supported and troubleshot 1200+ Cisco and Juniper routers and switches• Monitored and analyzed 1500+ Microsoft 2000, 2003, and Linux servers

San Antonio, Texas

• Researched, Evaluated, and Budgeted departmental Goals & Purchases; ensured no deficits or surplus• Focused on Business Development, Client Relations, Process Improvement, Project Management, Quality Assurance, Requirement Analysis, Risk Management, and Strategic Planning by improving communication channels, streamlining, automating, and refining daily business functions, including automated scheduled reporting and invoicing• Streamlined business processes, enabled each paralegal to process four times the number of cases• Assisted owners with Conflict Resolution by handling complex, urgent, and/or sensitive situations; examples include mediating with client personnel, negotiating prices, turnaround times, etc • Designed and implemented Offsite Disaster Recovery Plan• Served as the Systems, Network, and Database Administrator

• Serviced hardware, software, network, server, printer, phone, website, and user issues• Drafted a New Employee Training and Help Desk Trouble-Shooting Guide• Participated in two week Customer Service Training Program• Trained Level 1 Service Technician and numerous users• Provided Help Desk reports and completed projects for management

• Handled hardware, software, network, printer, and user issues• Served local and remote users across the U.S. and Canada• Assisted the Data Security team by providing systems reports, maintaining testing workstations, and testing for specific weaknesses

Nashville, Tn

• Office Supervisor for the final 6 months• Implemented a peer to peer network with a print server• Handled hardware, software, network, printer, and user issues• Designed the company’s logos, business cards, and letterheads• Translated for Tax Filings, Legal Proceedings, and more

Ms, Information Technology Infrastructure Assurance

Bba, Information Systems

Minor in Electronic Commerce