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.
• 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.
• 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.
• 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.
• 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.