Robert Z. Email & Phone Number

Atlanta Metropolitan Area

General Manager - Office Depot

United States

• Lead, coach, and inspire associates while fostering a culture that builds trust, brand loyalty, and exceptional customer/client service delivery.
• Create and manage a sales focused environment through the training and development of associates.
• Deliver exceptional customer/client service by observing, listening, interacting, and following up with customers to ensure satisfaction and issue resolution.

Calera, AL

• Provided various healthcare, eldercare, and companion services to my mother and father as they suffered from various terminal illnesses.

Greater Atlanta Area

• Perform on-site installation and repairs, virus removal and other desktop support related operations.
• Install, configure, and manage small business network and internet connectivity.
• Install network software, including security or firewall software.

Greater Atlanta Area

• Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
• Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
• Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.

Greater Atlanta Area

• Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
• Analyze equipment performance records to determine the need for repair or replacement.

Greater Atlanta Area

• Provide CRM analysis for over 6000 employees worldwide for the second largest internet service provider in the country by membership and national footprint.
• Manage weekly joint call monitoring sessions with these partner centers so that they understand the policies/procedures.
• Function as a liaison between the partner centers and EarthLink for quality and strategy related issues.
• Assist in the design of new strategies for improving the overall quality of customer contacts, agent knowledge, and training.
• Monitor internal and partner center technical support calls to ensure weekly service level agreement targets are being met.
• Identify and track call trends, escalations, and call flows to supply internal stakeholders with feedback for policy and process improvement.

Greater Atlanta Area

• Escalations support agent entrusted with identifying and resolving complex customer issues to reduce customer churn.
• Excelled with first call resolution rating above 95 percent.
• Mentored junior and senior level technical support agents when possible.

Greater Atlanta Area

• Provide top tier inbound and outbound call center troubleshooting, escalations, and support for all Earthlink products and services.
• Interact directly with broadband partners for installations support and to troubleshoot various broadband connectivity issues.
• Troubleshoot and configure internet connectivity devices ranging from end user computers and modems to third party internet provider equipment to Earthlink systems.
• Dispatch field technicians when on-site troubleshooting was deemed necessary.
• Assist customers with email, web browser, and other general internet related configurations.

Greater Atlanta Area

• Assisted with desktop support and maintenance of the company’s internal IT infrastructure.
• Responsible for NDT works of aircraft, auto parts, pipe lines, tanks, and vessels for customers throughout the aerospace, chemical, manufacturing, nuclear, and power industries.
• Generated NTS isometric drawings and reports using data and sketches obtained during testing.

Current Student, Computer And Information Systems Security/Information Assurance

Activities and Societies: National Society of Leadership and SuccessGPA: 4.0

Geology/Earth Science, General

Activities and Societies: Student Activities Council Member 1991 - 1992