Robert Spencer Email & Phone Number

San Diego, Ca, Us

Fort Myers, Florida, Us

Fort Myers, Florida, Us

Optimizing Approvals:Revolutionized request approvals, achieving a 90% reduction in approval times by strategically utilizing Microsoft Teams and the Now Mobile app. This seamless transition replaced the email-centric system, enhancing efficiency within the ServiceNow ecosystem.Virtual Agent Implementation:Instrumental in a 90% improvement in incident deflection rates, I strategically alleviated portal decision fatigue by implementing Virtual Agent in the service portal. Seamlessly integrated with Microsoft Teams, this initiative ushered in a new era of efficiency and responsiveness in incident management.ITSM Intelligence Integration:Pioneered advancements in incident resolution by implementing ITSM Intelligence, resulting in a 30% reduction in Mean Time to Resolution (MTTR). This innovative integration enhances incident assignment, contributing to swifter and more practical issue resolution.Streamlining Major Incident Response:Harmonized conferencing tools to streamline Major Incident Management. Integrated ServiceNow with the Notify Connector and Microsoft Teams, facilitating Teams conference calls directly from tasks, enhancing collaboration and response times.Enhancing User Experience:Guiding the evolution of the service portal end-user experience, I am spearheading a transformative migration to the Employee Center. Designed to elevate user satisfaction, streamline processes, and create an intuitive digital interface for our valued users.Strengthening Security with Single Sign-On:Led the charge in fortifying security by introducing single sign-on (SAML) through Microsoft Azure, resulting in a 90% reduction in failed logins and eliminating the need to manage ServiceNow accounts locally.Microsoft Teams Integration Expertise:As a Microsoft Teams administrator, actively develop integrations with ServiceNow, TINYpulse, and Workday, harnessing seamless collaboration across platforms.

Dedicated to transforming lives through innovation and inclusivity, I proudly lead Third Phase Consulting a USMC veteran-owned business, specializing in empowering global participants enrolled in ServiceNow's NextGen program.

Waltham, Massachusetts, Us

• Oversee training initiatives for a leading ServiceNow Public Sector Technology Partner with over $6M in annual revenue.• Increased revenue by 75% by growing training portfolio.• Established the ServiceNow Authorized Trainer Program offering 15 ServiceNow courses.• Established our organization as a CompTIA Delivery Partner, to position our team to provide vendor-neutral certification while addressing industry skills gaps.• Manage a team of technical trainers and instructional designers.• Developed the long-term strategy for the training organization through needs analysis, feedback loops.• Involved with the Learning Management System (LMS) proof of concept, needs analysis, vendor selection.• Cross-collaborate with executive management and business leaders to create learning solutions for the organization.• Conduct Quarterly Business Reviews (QBR) defining critical success factors to drive organizational success.• Successfully lead cross-functional training content development projects.• Implemented employee performance review program, employee self-assessment and continual improvement and coaching training for managers.• Promote employee recognition through team building and awards/bages.• Established training delivery strategies, defined training programs, and engaged subject matter experts (SMEs) in the delivery and revision of content.• Talent acquisition building the training team with the proper staffing and onboarding to create career advancement opportunities with priority given to military veterans and spouses.• Facilitate multi-day ServiceNow and CompTIA Project+ training by implementing best practices, documenting key workflows and mentoring trainers.

Santa Clara, Ca, Us

Deliver training across five continents to Global 500 companies; in-person and virtually. Exceptional presentation and training delivery skills were on frequent display as I was certified to deliver a catalog of courses. Customer satisfaction rated in the upper 90% due to unquestionable passion, empathy, and professionalism. Prepare students for the certification exam by testing their competency. I was responsible for training the ServiceNow customer support in Santa Clara, Orlando, and Sydney when those locations initially opened.Training topics covered span across the product lifecycle from the close of the sale through the engagement phases and finally handoff to support.Implementation Courses• SAIF – ServiceNow Implementation Framework• CIS – Platform Implementation• CIS – Service Mapping ImplementationIT Operations Management• Service Mapping• Discovery• Event ManagementPlatform• Fundamentals• ScriptingFulfiller (Custom onsite training)Summary of topics covered • Understanding the SAIF methodology and being a member of a ServiceNow led engagement• Eliminating Service Outages • Service Mapping and pattern development• Event Management / Operational Intelligence - integrating with third-party monitoring tools• Integrations (Amazon Web Services, SSO, LDAP, Web Services, Import, Reconciliation)• Scripting (JavaScript, glide record, glide system, business rules, script includes, client script, UI Policies/Actions/Pages)• Administration (Dashboards, Connect, Email, Workflows, Orchestration, SLA, Reporting, Metrics)• Instance troubleshooting, slow queries, stuck semaphores, slow transactions

Santa Clara, Ca, Us

• Managed an experienced, highly functional, 9-member team of remote technical trainers motivating each to pursue their career aspirations and seek continual personal improvement.• Trusted advisor to authorized training partners guiding them through the on boarding and registration process and educating them on the benefits of their involvement in the program.• Facilitate instructor workshops, and assessments, increasing the global certified ServiceNow trainer ecosystem by developing trainer’s presentation and delivery skills.• Manage critical situations and escalations by engaging with cross-functional leadership (Support, Sales, Services, Product Marketing) to manage customer priorities and drive resolution.

Advanced MarketPlace, an infrastructure consulting firm that offered information technology consulting resources, had a partnership with Numara (BMC), HP, and EazyVista and others. The partnership included onsite implementations and training.• Lead 40+ implementations for new customer installation base, integrating with existing Numara software, SQL database and CMDBs• Gather requirements to prepare recommendations for process improvement and other considerations• Manage customer expectations and avoid scope creep• Technical Trainer - HP Asset Management and Configuration Management product suite to include HP Asset Manager, HP Universal Configuration Management Database, CMS, HP Connect.It, HP Discovery Dependency Mapping and Inventory.• Develop course materials, instructional aids and training guides.

Carlsbad, Ca, Us

Motivate, challenge, and inspire members to reach their personal best by leading a high intensity, low-impact cardio cycling workouts, 60 minutes at a time.Coached new and experienced riders by guiding them through simulating various road conditions to keep them encouraged through an intense workout.I was inspired to lead others and share my story of losing over 40 pounds using indoor cycling.

Houston, Texas, Us

• Responsible for creating proactive account support plan, provide onsite and online training to Premier customer base.• Gain in-depth knowledge of Customer’s IT management environment, applications, business objectives, sensitivities, and goals.• Provide solution-based analysis and guidance for complicated IT environments, e.g. understanding support metric and trending to make go forward technical decisions and/or recommendations. • Deliver training, live and recordings for third-party software integration (Oracle, Crystal Reports) published to Grow@HP for use by HP employees, partners and professional services. • Technical Engineer providing advanced support for Oracle performance issues

San Diego, Florida, Us

• Lead the Service Desk operations as the first line of support for employees assuring customer satisfaction.• Increase first call closure rate by 30% utilizing a proactive approach to incident handling by deflecting incidents.• Participated in the implementation of the internal ServiceCenter installation to manage all Service Desk interactions.• Created training plans for Service Desk technicians continued development• Created onboarding guidelines for Information Technology new hires• Supported upgrades to the IT infrastructure to include datacenter servers, PC desktop/laptops, CRM, and ERP systems.• Member, Change Advisory Board.

Honor. Courage. Commitment.I joined the Marine to serve my country as other members of my family have proudly served in various branches of the armed forces.• Responsible for writing Permanent Change of Station/Temporary Additional Duty (PCS/TAD) orders for Marines and family members• Lead the Battalion onboarding process to ensure a seamless transition into the unit• Build comradery through the delivery of mail keeping marines in touch with the loved ones across the world. • M16 Expert Marksman