Robert Diedrick Email & Phone Number

United States

• Provide technical leadership for 10 enterprise customers across 19 business units• Manage the customer relationship from a technical support perspective• Oversee all technical support incidents for assigned enterprise accounts and ensure that they are managed and prioritized appropriately• Understand customer’s technical environment and utilize that information to aid in issue resolution• Leverage relationships with my customers and internal resources to drive issues to resolution• Initiate and participate in swarming process with Tier 3 engineers and R&D to isolate the root cause of critical issues• Organize and lead customer calls to discuss open incidents and escalations for critical issues that are impacting their business

Plano, Tx

• Worked closely with clients to build strong business relationships.• Implemented custom solutions including Interactive Voice Response (IVR) systems, call routing to multiple call centers, cloud-based scripting and reporting• Led discovery sessions with clients to gather requirements and translate them into detailed business and technical specifications• Created and executed test plans to validate that the call routing, IVR, cloud-based agent scripting and APIs were functioning per the specifications• Coordinated with internal development teams to ensure that the projects were delivered on time• Provided customer support and guidance throughout the implementation process and provided post implementation support once the features had been moved to production• Troubleshot production issues and escalated as needed to ensure that the issues had the proper focus and were resolved quickly• Continually worked with Product Management and Operations teams to improve products in accordance with client needs• Developed and executed SQL queries to support client research and perform data analysis

Dallas, Tx

• North American Regional Lead for Data Quality supporting a Global Oracle ERP system• Data migration project manager for multiple large scale and complex ERP implementations• Managed site data teams for U.S. implementations• Led discussions with business units to gather and document requirements throughout the implementations• Developed modified versions of the Oracle CV010 and CV040 documents to identify the scope of the data to be migrated and the specific field level rules for each data element • Created and executed the data migration plan during testing, UAT and production load cycles• Integrated Oracle Warehouse Builder (OWB) into the ETL process to ensure that all sites used the same data structure, profiling rules and maintained referential integrity while migrating legacy data• Proactively identified issues and developed processes and procedures to resolve them• Conducted weekly calls with the business and functional leads to ensure that they cleansed the data and mitigated the data quality issues that we reported• Worked with business and functional leads to identify ways to improve our tools set between implementations

Wheaton, Il

• Technical Project Manager for 8 concurrent customers• Single Point of Contact (SPOC) for domestic and international clients• Global lead for 300 site VoIP rollout in US, Canada, Latin America, Europe, Asia and Australia• Collaborated with Systems Engineers and Sales Teams to validate proposed network designs• Coordinated the logistics for ordering Telephony Circuits, PVCs and Equipment for U.S. sites• Creating and managing EFMS orders, Vantive / GPS service requests and INFO database entries• Coordinated "Move Add Change Delete” (MACD) orders with Network Operations Center and customers• Created detailed project plans for telephony clients• Identified critical issues and drove solutions through to completion• Prepared milestone spreadsheets to track the progress of current and upcoming installations• Conducted daily status calls with clients in order to discuss both new and existing issues

Downers Grove, Il

Contracted to AT&T as a Project Implementation Manager.

Devon, Pennsylvania

Contracted to AT&T as a Senior Network Engineer.•Worked with multiple clients to provide frame relay service to hub and spoke sites•Interfaced with Local Exchange Carriers (LECs) and Interexchange Carriers (IXCs) to identify root causes and resolve circuit issues•Identified problems and drove solutions through to completion •Installed, Configured and Troubleshot Cisco routers and switches, CRC Paradyne, and Larscom CSU/DSUs, Larscom IMUXs (Inverse Multiplexer) and ISDN Adtran units•Utilized Cascade / HP Openview to determine problems within the frame relay backbone switches•Performed ISDN testing using SunSet ISDN test sets•Provided technical assistance to field technicians during installs, troubleshot hardware equipment, certified circuits and isolated frame relay issues through loop isolation and head-to-head testing•Hired and trained a staff of 10 consultants to work on high volume frame relay rollouts•Troubleshot all hardware and software issues for client PC’s; rebuilt computers; created ghost images for new systems•Implemented a Windows 2000 deployment

Contracted to AT&T as a Senior Network Engineer.

Minneapolis, Mn

Contracted to AT&T as a Senior Network Engineer.