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