Rob Huang Email & Phone Number

Purchase, Ny, Us

* Lead the support effort for enterprise wide rollouts to increase employee productivity and enhance end user experience including Microsoft Teams, O365, Microsoft Authenticator, streamlining RSA process, etc.* Lead Tier 2 onsite support teams for corporate sites in North, Central and South Americas (17K+ team members) delivering 96% customer satisfaction.* Support the concurrent onboarding of up to 8 M&A integration efforts.* Responsible for level 1 global teams support (45K+ team members) delivering 97% satisfaction. * Work with vendors, implemented creative logistics strategies to deliver equipment to North, Central and South American countries with rising international customs challenges.* Lead the effort to use technology to overhaul IVR messaging to utilize Azure voice to provide consistent and standard voice.

Purchase, Ny, Us

As Director, Systems Support, I lead a global team of over 300 responsible for level 1 enterprise wide IT support and level 2 support for the Americas. * Lead the support effort for enterprise wide rollouts to increase employee productivity and enhance end user experience including Microsoft Teams, O365, Microsoft Authenticator, streamlining RSA process, etc.* Responsible for level 2 onsite support for corporate sites in North, Central and South America.* Supported the concurrent onboarding of up to 8 M&A integration efforts.* We innovated and delivered unprecedented support as our global workforce migrated to a remote workforce due to COVID-19. * Successfully transitioned all level 1 corporate support globally to a completely new suppliers and onboarded over 340 brand new resources while maintaining a satisfaction score of 90% or better. * Proactively migrated over 1000 knowledge based articles were migrated to a centralized knowledge database.* Reviewed, updated and transitioned to a new IVR and driving innovations to improve end user experience.

Purchase, Ny, Us

As Manager Systems Support, I lead a global team that responsible for level 1 corporate support enterprise wide. * Lead the support effort for enterprise wide rollouts to increase employee productivity and enhance end user experience.* Supported the concurrent onboarding of up to 4 M&A integration efforts.* We innovated and delivered unprecedented support as our global workforce migrated to a remote workforce due to COVID-19. * Successfully transitioned all level 1 corporate support globally to a completely new suppliers and onboarded over 340 brand new resources while maintaining a satisfaction score of 90% or better. * Proactively migrated over 800 knowledge based articles were migrated to a centralized knowledge database.

Purchase, Ny, Us

As Network Engineering Manager, I deliver topnotch leadership of a team of network engineers and customer engineers to materialize a new data center in South America. I was also the primary person responsible for the eventual upgrading of power for future growth through the power migration of a record over 440 circuits in a short span of two weekends.Among my most notable achievements was successfully coordinating SAN (Storage Area Network) of over 340 connections to consolidate various aging equipment into an updated version in preparation for growth.

Purchase, Ny, Us

Before my recent promotion, I rendered exceptional management of the Operations Command Center responsible for processing roughly 50% of transactions through MasterCard’s global network and maximized data and analytics to drive improvements in internal ticket quality. As a result, I was highly acclaimed for achieving the highest sustained quality metric and being the only team to achieve 100%.I likewise designed and implemented new strategic business model for the Operations Command Center that operates 24X7X365 in Kansas City and Saint Louis, and maintained high availability global network with presence in over 200 countries and over 65 billion transactions worldwide in 2017.

Dallas, Tx, Us

Appointed as Network Process and Quality Manager, I provided region-wide (Kansas, Missouri, Oklahoma and Arkansas) operations support for 2,600+ field directors, managers and technicians by analyzing and responding to business issues. I was engaged in the generation of next-level business solutions in strict accordance to the multi-year company roadmap, participating in a Six Sigma project to improve customer experience and reduce cost by over $2.5M annually. I also developed and implemented motor vehicle and personal safety audit program that reduced motor vehicle and personal safety incidents by 70% across Kansas, Missouri, Oklahoma and Arkansas.

Dallas, Tx, Us

I was charged to represent Southwest Region (Kansas, Missouri, Oklahoma, Arkansas and Texas) during post M&A consolidation initiatives and in the strategic re-engineering of existing process and Contact Center consolidation from 8 down to 2 as part of post merger synergistic benefits, reducing operating expenses by 25%. Basically, I assisted in the development and implementation of new efficiency and productivity enhancing technology, force-to-load model and re-engineered processes.

Dallas, Tx, Us

My first career engagement at AT&T exposed me to the promotion of change management to develop team efficiency among union employees across four remote centers. Consequently, I was able to significantly contribute to cost-reduction projects, such as streamlining operations from 5 centers to 2 major centers, reducing cost by 75% and managing 300% revenue growth.

Dallas, Tx, Us

I played a vital role in the design and procedure implementation of a $6B-worth of project and achieved double-digit increase in revenue by leading team through four highly successful total central office switch upgrades. I was accountable for the 94% reduction in past-due orders by leading special-cross functional team of managers and union technicians to develop and implement new processes.

Dallas, Tx, Us

In my first managerial stint, I was tasked to oversee a team of technicians in a central office to implement and improve network reliability while re-engineering processes to achieve 25% reduction in plant operation errors. I was also delegated with the crucial task to handle requests to allow competitors’ access to SBC's most strategically important central office in accordance to the Telecommunications Act of 1996. Because of my efforts, I received a Certificate of Appreciation from the White House Communications Agency.

Mba, Finance, International Business And Strategic Management

Bs, Electrical Engineering

High School Diploma