Robert Sheffield Email & Phone Number

Portland, Oregon Area

Lead Account Management pertaining to production technical support relationships across internal business units/organizations. Provide overall client support case management using lightweight Project Management methodologies and various reporting tools.• Proactively owned and advocated for multiple high-visibility and high-touch customer relationships.• Cultivated and strengthened customer relationships by working as the voice of the customer and assisted in getting their priorities shared across different internal organizations.• Managed escalated and non-escalated technical issues with various client contacts and management levels.• Maintained client Service Level Agreements through driving issue resolution using standard processes and procedures in coordination with supporting resources.• Headed incident and general issue management including hands-on technical support activities where appropriate.

Portland, Oregon Area

Owned accountability for driving all advanced infrastructure support of Novell, Windows, Unix, and mainframe servers, associated databases, applications, and peripheral devices, while serving as the technical support liaison, bridging the gap between internal and external IT groups and the enterprise service desk.• Identified and resolved service-level calls and mission critical tasks representing an average of 300 calls per month, while actively monitoring over 4,500 open system/network devices and 2 mainframes across 6 states.• Key contributor in evaluating, assessing, and recommending automation and scheduling solutions required to meet infrastructure support needs.

Remote

Managed AT&T data operations, scheduling, monitoring, and coordinating software releases and SDLC administration while serving as the subject matter expert (SME) for multiple mission critical applications.• Instrumental in driving resolution for approximately 36M jobs annually, across multiple logical partitions (LPARs), complexes and time zones, while maintaining oversight and support resolution for mission critical billing, service, and credit applications across multiple time zones and platforms. • Served as a key contributor in defining and implementing SDLC best practices for assigned applications while administering pre-/post-production application environments through team coordination and release/project management.• Served as the change management single point of contact for assigned applications and work group, to include organization and facilitation of weekly change management meetings, which fostered enhanced communication standards and embraced business continuity, network sustainability and system availability & uptime.