Robert Gillis Email & Phone Number

Greater Chicago Area

Jacksonville, Florida, United States

• Project Manager for a 30+ global phone system consolidation project. Created Work Breakdown Structures (WBS), Method of Procedures (MOPs), defined Key Performance Indicators (KPIs), & used PPM / PowerBI for reporting..
• Teamed with international departments to consolidate 30+ Contact Centers globally down to 2 or 3 major systems.
• 1 of 10 people (out of 7,000) selected by the Executive Leadership Team for the internal IT "Grass Is Greener" program.

A contractor for insurance companies’ response to the policy's cyber-risk clause to remediate malware outbreaks. Received emergency notice and made next-day travel arrangements. Used various tools and methods to halt the infection progression, identify patient zero, attempt to recover files (including negotiating Crypto-Currency rates with the perpetrators.

• Promoted to IT Director for the organization’s internal systems. Took the IT department from a 2-person operation to a 12-person nationally diverse team.
• Created a business continuance plan which involved On-Prem and a Tier 2 data center with an express route into Azure.
• Assisted in the development of a Managed Security Service Provider (MSSP) by playing Red/Blue team games on the internal infrastructure.
• Improved Internet circuits and redundancy at all sites, with some receiving 1,500%+ increases.
• Decreased the RTO of the internal systems from 3-5 hours to 1-3 hours.
• Constructed 12 new offices by working with general contractors, property owners, & vendors.

• Promoted to Lead Engineer, overseeing all FNE’s to ensure client satisfaction and retention. Responsible for hiring engineers, distributing labor amongst clients, & weighing their skill level to the environment’s need..
• Increased the Net Promoter Score (eNPS) of the engineers from 78% to 92%.
• Collaborated with vendors to identify new product technologies to include in the stack of preferred solutions for our clients.

Lake Forest, IL

• Promoted to Senior FNE within a few months and became responsible for training new and old FNE’s. Frequently wrote 60+ page assessment documents, created network diagrams & matrices, implementation plans, quoted.
• Enabled growth in size of targeted clients by training engineers in new techniques and tools which enabled new client targets from a 10-20+ person business to a 100-300+ person business.

• Began with the Managed Service Provider (MSP) as a Field Network Engineer (FNE) to assess a potential client’s network/IT infrastructure, created assessments of the environment;then priced out the hardware, licensing.
• Decreased data usage by an unknown large % for a local municipality by initiating a Digital Retention Policy.

Direct the tightly-integrated IT departments of two companies with more than 75 end-users in 4 international offices. A keystone to the profitability of both firms in an endless effort to identify new business capability through the use of new technologies while reducing the ever growing costs of IT. By spearheading all architecture, project management.

Responsible for the creation of a division to handle the growing client needs for eDiscovery and Paperless Case Management Systems. Initially opened an office in Palo Alto, CA to act as the central hub for eDiscovery processing before being transferred to Canada to work at the corporate office managing the day to day operations of the department of ~15.

Played a key role in customer support and retention. Provided technical and production consultation to identify and meet customer document production requirements. Serviced customers by producing client-specific load files that enabled the loading of data and images into customer’s support systems.

National Technology Center

• Effectively demonstrated team leadership and project management skills by directing seven professionals tasked with providing client support and training. Managed a series of diverse client projects while serving as a.
• Set the stage for continuing improvement in Electronic Discovery data manipulation and processing as well as in emergency management while earning two performance awards and several promotions:
• Created policies involving EDSI data manipulation, process methods, and emergency procedures. Helped develop network data backup procedures to facilitate rapid identification and restoration.
• Helped to design computer operations and network infrastructure to achieve performance, reliability, and security requirements.
• Authored training materials and documentation; wrote product support materials and technical papers. Trained staff and mentored peers pursuing industry certifications.