Robert Topper Email & Phone Number

Jacksonville, FL, US

Jacksonville, Florida, United States

• Managed and enhanced the overall ITAM program throughout the entire lifecycle of all endpoint software in the organization using ServiceNow.
• Enhanced efficiencies in HAM and SAM processes as part of a newly developing ITAM program.
• Handled a $3.5 million, 3year Microsoft contract, overseeing the entire lifecycle, including compliance, license harvesting, true-ups, and renewals.
• Backup administrator to the IBM License Metric Tool (ILMT). Performing Monthly audit snapshots, assisting with system updates and monitoring license compliance.
• Developed a program utilizing ServiceNow’s CMDB to implement Configuration Items in Changes, Incidents, and Requests for improved infrastructure analysis and research.
• Collaborated with the ServiceNow Admin team to upgrade the system, ensuring best practices for asset lifecycle maintenance.

Jacksonville, Florida, United States

Develop ITAM solutions that help reduce the costs of license expenditures, reduce support costs and mitigate security risks within the Crowley environment.

Jacksonville, Florida Area

Provide clients that use the Eracent ITMC product, support with configuring, supporting and analyzing the lifecycle data associated with their ITAM program. Aid in the creation of RFPs for prospective clients. Provide installation and configuration of the product within the client’s infrastructure. Respond to requests from the client about issues or.

Jacksonville, Florida Area

• Provide clients with insight into IT assets whether online or in storage. With full visibility of the assets location and ownership from purchase to disposal.
• Maintain the Eracent ITAM System for Enterprise Integration and several of its clients. This aspect starts with the design of the infrastructure, working in conjunction with the Eracent Engineers, and configuring the.
• Provide daily business operational tasks to monitor and maintain the client’s assets throughout their entire lifecycle.
• Develop new processes and procedures for client’s IT Asset Programs including purchasing, warehousing, IMAC and disposal
• Provide dashboards and reports to keep clients appraised on status of assets.
• Continually validate asset information for accuracy as well as reporting on newly discovered devices.

Jacksonville, Florida Area

• The contract for Baptist Health is to perform analysis, build and test of corporate applications in preparation for their Windows 7 migration.
• Worked with business partners to gather requirements, perform user acceptance testing and release planning when input into production using Symantec’s Altiris Endpoint Management
• Serve as escalation engineer for complex issues not able to be resolved through normal channels.
• Working with the Infrastructure Manager to create an Operational Engineer team that will focus on daily operational tasks. This will help the Project Resource Engineers work solely on project hours.

Jacksonville, Florida Area

• Primary responsibility was managing a team of 8 Tier 2 Support Engineers, overseeing their daily operational tasks when related to incident response. Focus for this team was to provide escalation points for incidents.
• Created a process that helped Team Leads estimate monthly ticket baselines. This provided the ability for them to “call for assistance” when incident ticket volume increased.
• Created a team that could be called upon to help reduce ticket volume. This team was comprised of various levels of technology professionals needed based on the types of tickets.

Jacksonville, Florida Area

• Maintained client relationship while ensuring adherence to company’s contract based items and SLA’s. Managed a team of 10 Engineers, 2 Architects and a Project Manager. Providing Tier 3 solutions to over 17,000 end.
• Restructured the team using ITIL methods. This ensured that all aspects of projects were followed and it helped protect the higher engineers from some of the daily operational tasks.
• Maintained an employee review program that included monthly one on one’s, quarterly, mid-year and year end reviews.
• Implemented a cross training program amongst the team to ensure all aspects had multiple layers of backups for more efficient handing of projects and daily operations.
• Managed a multi-million dollar P&L and maintained a company standard of over 30% GPM.
• Responsible for overseeing all major endpoint architectural decisions and projects affecting the client.

Jacksonville, Florida Area

• I was brought onto this client to assist with the implementation of their new Virtual Desktop environment. This was a VMWare ESX Backend with a Citrix XenDesktop client access. The client already had teams set up to.
• After the main Virtual project was over, I was the Project Manager for a new pool of 100 non-persistent virtual machines. This was to be used by the development team both locally and offshore for testing of their.
• Provided insight into new innovations for software delivery and updated the current software certification and packaging process.
• Escalation point for any Tier 3 incidents or projects involving the end point devices or virtual desktops.
• Partnered with the teams Architect to help design better ITIL process’s and end point solutions for the client.
• 2012, obtained ITIL Foundations v3 certification

• The initial task for me during this engagement was to design a functional Desktop Engineering team of 3 Engineers tasked to oversee the complete end point architecture lifecycle. This included the Desktop Management.
• Developed all the rights and responsibilities for the newly formed teams. Creating all new policies on how they interacted within the Health System.
• Project Manager for a project to get the company devices up to date on the latest patches utilizing Microsoft WSUS 2x. The complexities involved were that the company is a 24/7 operation with patient care the main.
• Partnered with a Project Manager to convert the company from Symantec Anti-virus solution to a new Trend Micro Anti-Virus solution. Implemented new process and procedures to support daily monitoring of antivirus.
• Project Manager for implementing a new encryption system for mobile end point devices. The project included the complete analysis, POC, design, purchase and design of the new encryption system to ensure HIPAA.

Okay, it actually wasn't 10 years with Washington Mutual. Try starting off as a break fix guru for CompuCom working at Homeside Lending. Moving over to break / fix for MicroAge (again working for Homeside Lending). Then working directly for Homeside Lending as a Software Analyst, then getting bought out by National Australia Bank, then finally getting.

Maintained the entire software lifecycle from analysis, packaging, testing and QA to automated distribution to roughly 3000 PC's in 3 different locations.

Contract engineer responsible for warranty repairs and high level desktop escalations at HomeSide Lending. Assisted the company with maintaining their Y2K lab.

Worked various Desktop contract jobs, responsible for warranty repairs for HP equipment. Was mainly assigned to HomeSide Lending as their personal Warranty engineer.

USA

2 year training San Diego, CA4 years onboard USS BIddle CG-34 out of Norfolk, VA3 years SIMA Mayport, FLDesert ShieldDesert StormYugoslav War/Conflict/Breakup?Sonar Technician 2nd ClassEngineer for the MK114 ASW Fire Control system.