Rob Moore Email & Phone Number

Denver, Colorado, United States

Greater Denver Area

At Wayfair I am managing 3 different Tier II Tech Support teams. We leverage ITIL Incident and Problem Management to not only resolve escalated issues as they come in but also understand our repeat offenders so that we can properly leverage our time and work on driving root cause analysis to the business' most pressing issues. Some noteworthy accomplishments from my time at Wayfair: Promoted from an individual contributor role to a managerial role in Q1 of 2019. Created a process to manage mobile devices for the company, resulting in a $240,000 annual cost savings.Regionalized IT support structure for our Warehouse operations. Built out two different Tier 2 teams for work escalations from our Warehouse IT team.Developed and implemented roadmaps for my various teams while setting goals for 18 months in the future. Managed team budget and was given budgetary goals to accomplish. Assisted in getting roughly 2,000 employees setup to start working from home and bringing them back into the office as a result of the COVID pandemic. Championed the ITIL Problem Management methodology and through this framework was able to cut our incident rate down by almost 70% over 3 years.Acted as a trusted mentor for junior members of management or those looking to get into management roles Created and facilitated training sessions for my teams to ensure that their skills remain relevant in an ever changing industry.Led an initiative that streamlined the ticket entry process for our end users, reducing the average time to submit tickets from ~3 minutes to just under ~90 seconds. Partnered with multiple engineering teams to assist in the rollout of a new internally built order platform that drastically changed the way customer orders and information are presented to our end users.Navigated through the great resignation without any regrettable attrition.

Broomfield, Co

At Allen Company I work on driving down business costs through IT automation while ensuring reliable and predictable operations of our business critical systems. Other duties include: Manage our on premise Active Directory and keep it in sync with our Office 365 and Microsoft Azure environment. Administer our Epicor ERP and HighJump WMS systems.Manage our backup solution. Implement and manage monitoring solutionsAuthoring reports in SQL, SSRS, Epicor BAQ and Microsoft Power BI.

Create an annual budget and track expenditures to ensure expenses do not exceed the budget.Diagnose software, hardware and network related problems.Performs report writing and the related maintenance of reports using Crystal Reports, Webi, SQL Server, MS Access, and any other required programs.Manage ticket queues and prioritization of work.Monitor of all server and client computers to assure software is properly updated and patches are applied to minimize security threats.Perform and verify nightly system backups for network file and application servers in Denver.Procurement of IT hardware and software.Maintain an inventory of all IT assets .Maintain servers and keep the infrastructure current.Provide training on effective use and best practices of programs utilized.Research hardware and software products to find the best possible solutions.Work with outside vendors to negotiate contracts and ensure the proper services are rendered. Maintain licensing information and ensure license compliance.Ensure compliance for various US laws (ex. SOX & ITAR)Provide remote technical support to traveling users.

Manage team of LAN administratorsConfigure Group Policy settings for computers and usersManage software deploymentsEnsure security measures were adhered toResearch new tools to improve the way the company workedManage ticket queuesTroubleshoot computer and network issuesPrepare for SOX auditsSupport developers with product testing and deploymentAssist telecommunications team with communication between phone systems and servers and workstations