Rob Poach Email & Phone Number

New York, Ny, Us

Lakewood, Colorado, Us

Lakewood, Colorado, Us

Member of the Wowza Leadership Team focused on long and short term objectives for the business as a whole. Other responsibilities and contributions include:➢ Operational accountability of our global customer facing organizations to include: - 24x7 | 365 Support Center - Service Operations - DMCA / fraud compliance ➢ Primary contributor of disaster recovery and continuity of services program➢ Maintaining a customer facing operational environment that results in an average NPS of 55➢ CX Speaker and panelist

Lakewood, Colorado, Us

Responsible for ensuring the success and support of our customers 24x7 | 365.Select Contributions:➢ Creation of SLA based service catalog including Silver, Gold and Platinum Support Plans➢ Implemented and staffed 24x7 | 365 Live Support➢ Enhanced the Live Event Support and Advisory Service offerings➢ Implemented Chat Support➢ Creation of an Inbound Call Center➢ Implemented Phone / Screen Share Support➢ Continual review of existing plans and services to ensure we are meeting and exceeding the needs of our customers

Lakewood, Colorado, Us

Responsible for the daily management and oversight of a global team of support engineers with a sharp focus on customer success. Select Contributions:➢ Implementation of customer feedback tools to include Net Promotor Score➢ Developed framework and standards for enhancements to the Service Catalog➢ Introduction of 24x7 Support offering

Hauppauge, Ny, Us

ITIL Certified Technology Support Operations Leader with a focus on the customer experience in the Unified Communications, Collaboration and Managed Services fields. Responsible for a 24x7 global support team of Field Engineers, Contact Center Technicians, Video Network / Telephony Engineers as well as Customer Support Representatives.Select Contributions:➢ Global management of IT and Telephony vendors➢ Executed upon a companywide re-organization and merged two business units into one➢ Reduced and maintained the contact center abandon rate from an average of 30% down to 5%➢ Increased and maintained overall customer satisfaction scores from an average 3.8 to a 4.5 / 5 as measured by internal surveys➢ Maintained a 98% customer satisfaction rating as measured by the Boston Research Group ➢ Innovate around products and services to enhance the company’s service offering to our customers such as SaaS and Cloud Video Collaboration➢ Act as a liaison between internal departments for lifecycle management, knowledge transfer, feedback and customer opportunities➢ Ensure that all employee training, equipment and technical requirements are up to date in order to maintain industry certifications➢ Developed a remote worker / work from home framework and process that has been adopted company wide➢ Developed quality and billing standards for our vendors that attributed to the improved customer satisfaction ratings noted above as well as annual company savings of over $45k

Hauppauge, Ny, Us

Created process and procedures to ensure the success and standardization of: ➢ Device assembly / rack fabrication➢ Documentation ➢ Wiring Created a scalable process for testing of all equipment and products prior to leaving the assembly floor to mitigate issues prior to arriving to a customers location. This approach reduced customer facing / impacting issues by 40% saving time, operating costs as well as increased customer experience.

Hauppauge, Ny, Us

As Manager of Support Services my primary responsibility was to ensure the success of the department and to develop processes and procedures that enhanced the customer experience. I oversaw a nation wide technical team of Supervisors, Team Leads and direct reports. My area of influence spanned both the in house call center as well as field operations. I was the hiring manager and also conducted annual performance reviews. During my time as Manager of Support Services I was involved in the following department improvements:➢ A department re-org to increase efficiency and product focus. ➢ Developed and managed a virtual employee program➢ Contributed to and deployed disaster recovery processes➢ Implemented a true 24x7 telephone support model➢ Worked to increase and maintain customer satisfaction ratings as measured by the Boston Research Group

Hauppauge, Ny, Us

As Technical Support Supervisor for IVCi I am responsible for the day to day activity within the department. This includes but is not limited to ensuring that proper policy and procedures are followed, customer requests and issues are worked and resolved in a timely manor, SLA's are met and trouble tickets are up to date and reflect the correct information. Moreover I am the direct point of contact when a customer requests to escalate an issue. We work hard to deliver our customers the best possible service and support.

Hauppauge, Ny, Us

I provided support for our customers in all aspects of our business. Audio Visual IntegrationControl SystemsVideo ConferencingInfrastructure ProductsManaged Conferencing Services

Deer Park, New York, Us

As a Lead Technician:I was onsite to ensure all projects were built and functioned per the agreed upon scope of work and engineers drawingsLed junior technicians on installations and rack buildingWorked with contractors and other trades to ensure time tables and deadlines were metClosed out projects and trained customersAs a Jr. ProgrammerCreated programs for small to medium sized A / V Integrated Conference RoomsDesigned custom touch panels and layouts

Washington, Dc, Us

2831 - Multi-Channel Equipment Repair Technician focused on the AN/TRC-170 and the AN/MRC-142Deployed overseas in 2003 for support of Operation Iraqi / Enduring FreedomHonorable Discharge

New York, Ny, Us

Conducted testing taking RF and power measurements on up and down converters used in a mobile cell cite project for the United States ArmyResponsible for daily calibration and proper use of test equipmentEvaluate and repair customer returns Test to spec any devices that are needed for productionCircuitboard level component solderingResponsible for adhering to all ISO 9001 standards while performing the above mentioned tasks