Ross Rogers Email & Phone Number

Siloam Springs, Arkansas, United States

• Leverage forward thinking, AI fueled initiatives to unite global network of teams in realizing 21st century scalable business solutions
• Improve operational efficiencies through utilization of people-focused communications and internal stakeholder value building strategies
• Maximize business growth and fiscal health by developing key internal thought leaders and strategic outsourcing of talent
• Align technology infrastructure and capabilities with business development goals
• Utilizing opportunities provided by a fast-paced, rapidly evolving environment to provide innovative and cost-effective solutions
• Recognizing the role of technology in creating and maintaining a people-centric environment valuing diversity, equity, and inclusion

Siloam Springs, AR

• Managed the Managed services division of Solve. Focus on improving team performance, evaluate and update processes for efficiency, and ensure team morale while providing an excellent customer experience.
• Tracked and managed Customer Satisfaction (CSAT) with a score of 97%
• Managed P&L for the Managed Services Division
• Directed marketing efforts
• Responsible for new client acquisition
• Met growth goals and profitability

NW Arkansas

• Oversaw the planning and governance of technical projects, reviewed and presented reports to senior management and key stakeholders while meeting budgetary and delivery goals. Supervised four project coordinator direct.
• Developed an efficient wireless design program focusing on high-quality delivery that increased repeat wireless business.

Compucom

• Drove the support of the customer network operations center, oversaw five teams (level II & III network engineering, voice operations, mobile client, and print & projects), 56 direct reports and five team leads for one.
• Implemented Kanban methods with service desk personnel that reduced the ticket time of complex service issues by 30%
• Initiated more internal cross-training among teams that improved the profitability of the entire department by 28% with a 16% reduction in the workforce.

Compucom

• Created a new & energetic network team consisting of 20 direct reports that provided Level II support for Wal-Mart’s global operation that involved Cisco network switches, routers, and wireless hardware throughout the.
• Appointed by senior-management to direct a team to create an innovative CRM application for multiple departments to use for logging work performed, progress, updates, and generating KPI reports.
• Reduced client escalations by the customer engineering team by 28% through increased service training and development, earning a promotion to CTS Manager in 2013.

Bentonville, AR

• Served as the support desk escalation point of contact, responsible for time-sensitive information regarding the enterprise wireless infrastructure. Provided team training on a Cisco IT wireless control system.
• Generated a clients’ cost savings of $12,000 by reviewing and refining ticket & technician dispatch processes earning high praise by the customer for diligent efforts. Promoted to Team Lead in 2011.

Bentonville, AR

• Supported Cisco wireless LAN infrastructure in a large retail environment. Coordinated hardware shipment, dispatching technicians, and configuring replacement hardware. Managed customer relationship for all wireless.
• Improved on-time map delivery to the customer from 89% to 100% through streamlining the communication and delivery process between teams.

Bentonville, AR

Assisted field technicians in remote locations with the replacement and setup of new hardware. Coordinated wireless project mapping that involved the preparation of CAD drawings for retail environments and managed a LAN hardware refresh in a food service environment.

Huntsville, AR

Responsible for day to day operations of agricultural/light construction equipment dealership. Supervised Parts, Service, and Sales Departments. Maintained all aspects of internal network, including computer repair, software maintenance, troubleshooting, and employee technology training. Responsible for submitting service, leasing, and rental equipment.

Huntsville, AR

Responsible for customer service, inventory management, and purchasing. Personally, upgraded business operations from a paper-based system to a fully automated and internally networked business management system. Increased parts sales and profitability.