Robert Hider Email & Phone Number

Waterloo, Ontario, Canada

- Authored Python scripts to synchronize user data between SQL tables and cloud services using RESTful APIs- Developed and delivered training content to new hires- Improved the quality of customer interactions by standing up a case auditing process within support- Authored bash scripts to automate various support processes involved with managing customer.

Waterloo, Ontario, Canada

- Wrote hundreds of Knowledge Base articles to document various technical issues and processes- Improved product reliability by escalating numerous issues to hardware engineers and software developers

Kitchener, Canada Area

• Performed Technical Quality audits on associate calls to improve technical aptitude and lower average handle times.
• Collaborated with process development teams to create new and improve upon existing processes that reduced the department’s workload.
• Participated in various hardware and software beta programs to improve product quality prior to release.
• Wrote Knowledge Base articles to document software related issues and provide solutions to customers.
• Worked with various product development teams to escalate over 200 software bugs to improve overall product quality.
• Assisted peers with handling cases by providing technical consultation through phone queue and walk-ups.

Kitchener, Canada Area

• Lead weekly pod meetings to ensure process changes and company updates were communicated to the team.
• Coached peers to provide feedback on technical and customer service skills which improved the associates’ KPIs.
• Assisted customers experiencing high-level issues related to BlackBerry mobile applications, handheld devices, tablets, and network infrastructure.

Burlington, Ontario

• Setup and administered the department’s laptop repair responsibilities to ensure the 24 hour SLA was met, thereby reducing onsite technician downtime.
• Created an inventory tracking system for working laptop parts to reduced shrinkage of company assets.
• Handled shipping responsibilities to ensure that company assets were delivered to appropriate office locations.
• Provided helpdesk support for new and existing customers, fellow employees, and 3rd party companies with outsourced IT services.
• Performed removal of complex virus and malware related infections to secure customer workstations.
• Monitored a web portal to support the infrastructure of managed service clients that reduced downtime for their business.