Robert Horan Email & Phone Number

Toulouse, Occitanie, FR

Princeton, NJ, US

Define the vision of the Service Delivery team and ensure that this vision is aligned with the company's strategy. Responsible for the day-to-day delivery of services to customers, working with the team to ensure customer expectations are met and all project deliverables are delivered on time and to specification. Ensure that services are being seamlessly.

Princeton, NJ, US

Gather requirements and identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.Craft and implement technical solutions for customers in their environments. Mitigate conflicts and communication problems, promoting collaboration and understanding. Technical lead for pre-sales and product.

New York, NY, US

Work directly with the development and QA teams to facilitate the translation of requirements into appropriate designs as well as test and deployment plans. Write, review, edit, revise technical manuals, release notes, and other user documentation for internal and external clients. Administer, maintain firm-wide instances of Jira, Confluence, Bitbucket.

Boston, Massachusetts, US

• Conducted extensive testing of web-based applications from prototype to deployment phases. Test plans comprised of functional, user interface, integration, regression, and acceptance testing on multiple platforms..
• Integrated account administration into the QA process with the guidance of the development team
• Maintained library of test procedures and knowledge base of tech support documents
• Formulated new application test criteria and scripts for verifying bug fixes
• Collaborated with developers in the preliminary analysis of prototype applications for potential bugs
• Participated in weekly development meetings, prioritizing bug lists and evaluating ongoing project status

Armonk, New York, NY, US

· Managed and support field technicians remotely via telephone, remote control software· Assisted technician in troubleshooting and root cause analyses, finding solutions and/or escalating situation to appropriate solutions group· Installed, configured, and managed servers and workstations remotely· Performed as a liaison between IBM technicians and client.

Armonk, New York, NY, US

· Responsible for daily & long term management of client's hardware assets, nationwide· Managed asset team & delegate tasks to team members· Developed, implemented & maintained inventory control procedures· Performed internal audits and visual inspections of assets to measure accuracy of inventory database· Ensured asset data capturing processes align with.

Armonk, New York, NY, US

· Project Managed orders and procurement aspect of projects (including ticket ownership)· Process purchase requisitions and purchase orders in purchasing systems· Monitored and maintained inventory levels to meet anticipated usage· Worked with requisitions and delivery companies to solve shipping problems· Assisted in asset forecasting and supply.

Armonk, New York, NY, US

· On-Site supervisor of field agents· Conducted training and information meetings with Branch Managers and Technical Liaisons· Created teams and delegated tasks to field agents and contractors· Created, managed, and delegated tasks to teams of 5-10 technicians and contractors · In charge of coordinating efforts between IBM field technicians and client.

Armonk, New York, NY, US

· Troubleshooting and root cause analyses for PC hardware, software and network issues· Undertook responsibility for client issues· Created and maintained detailed problem records in Help Desk ticketing systems· Handled high volume of client calls

· Responsible for troubleshooting customer problems· Supervised new employees and increased efficiency· Managed customer requests· Worked as a sales liaison

Port Washington, New York, US

· Trained and supervised the training of new employees· Acted as health and safety coordinator for the lab· Maintained laboratory notebook containing detailed technical documentation of all laboratory procedures and results· Handled multiple work orders simultaneously

Hempstead, NY, US

Ba, Biology

Certificate, Project Management

Certificate, Computer Science