Robert O. Email & Phone Number

Reporting to the Director of Operations primary responsibility is to triage incoming support calls and distribute to the appropriate engineer for resolution. Validate the tickets are followed up on for timely resolution of issues and that a path forward is clear for complex issues. Develop support processes for store technologies, install and support store.

Daily monitoring of critical systems. Resolve emergent issues related to networking equipment and servers. Analyze key systems and provide any needed improvements to engineering for analysis and design. Schedule maintenance for software updates alerting the appropriate resources. Plan for new site builds and configure the necessary routers and switches.

Support Alyrica subscriber communities with their technical support needs in relation to quality of service and the end user experience. Support call criteria consists of billing inquiries, technical issues or general questions around Alyrica services for the customer residential or business needs. I was the primary escalation point for Alyrica’s customer.

Eugene, Oregon, US

Reporting to the Director of Operations primary responsibility is to triage incoming support calls and distribute to the appropriate engineer for resolution. Other responsibilities and duties as assigned

Buffalo, New York, US

While on assignment at Agilent Technologies and working with the Operations Team I had the responsibility to gain alignment on best practices with respect to e-commerce or website related issues. Meet with key stakeholders to design and implement new service offerings and solution support strategies which require steering committee and stakeholder approval.

Fort Mill, SC, US

Research solutions based on client technical needs and implement these solutions in a production environment.

Fort Mill, SC, US

Analyzed key metrics to measure service effectiveness. Identified service problems and strengths and collected data on the customer experience. Drove business KPIs through rapid iteration of customer-facing service features. Delivered detailed feature roadmaps that included action items and project targets. Leveraged in-depth understanding of end-to-end.

Fort Mill, SC, US

Manage the daily distribution of tasks for approximately 30 Field Engineers including executive support. Structured Team in a proactive method which allows equal distribution of work load. Act as primary escalation point and liaison to client senior staff. Trained and mentored engineers with existing or new technologies. Analyzed metrics to ensure Team.

Fort Mill, SC, US

Provide desktop support services for up to 300 end users in a large enterprise environment. Services include software or hardware support on Windows and UNIX based hardware. Troubleshoot and resolve connectivity issues and assist, plan or design any project needs for the business.