Customer Service Manager

ROBERT COLLINS

Email: **********@*******.***

Linked Profile: https://www.linkedin.com/in/bobcollins2016

SUMMARY

Offering over 10 years of hands-on operational management and customer service experience with a proven track record of supporting global networks and teams while exceeding customer expectations.

TECHNOLOGY PROFILE

Cisco, Routers, Switches Firewalls, Wireshark, Splunk, Snort, LAN/WAN, SONET, T1, T3, OCx, MPLS, BGP, OSPF, Call Center Management, SLA’s, KPI’s, Nagios Salesforce, Remedy, and Vendor Management.

EXPERIENCE

Avago (formally Endace) Mount Arlington, NJ

Support Manager 2011 - 2015

Managed team of 10 based in the US and overseas, responsible for support across the entire Endace portfolio capture cards, probes, IDS, hardware, and software supporting government agencies, investment banking and large enterprises.

Created a process where issues beyond 24 hours were screened for process compliance and possible candidate for a Knowledge Base Article.

Represented the Global Support Center as an escalation contact for engineering and vendor issues.

Provided ongoing operational process creation and analysis while identifying and modifying areas for improvement.

Right fit hiring practice along with industry best practices resulted in support team receiving unsolicited positive feedback internally and externally.

Leveraging industry best practices, the Global Support team of 10 was awarded “Certified Support Staff Excellence Center” from Technology Service Industry Association (TSIA).

Effectively engaged the necessary lines of business regarding customer support, feature requests and bug fixes.

Built trusted relationships on monthly customer and vendor calls with JPMChase, Telstra, Verizon and NEI.

BT (formally Radianz) Nutley, NJ

Supervisor 2004 – 2011

Supervised the Cisco Gold Partner 2/3 level support team of 27 on resolving issues related to but not limited to NAT translations, routing protocols (BGP, OSPF), and VLAN’s HSRP.

Closely monitored and adjusted staffing levels and call handling, which consistently resulted in exceeding departmental KPI’s.

Aided team by answering calls and working cases prior to SLA’s being breached or at times of high call volume and low staffing levels.

Project leader for all client sided Cisco 7200 Network Processing Engine NPE-G1 upgrades. Created baseline testing procedure prior to shipment. Coordinated customer and staffing on time and date of upgrades.

Built Cisco lab for team members who were preparing for their CCNA, CCNP, CCIE or any other technology related topic.

Conducted quarterly reviews along with real-time feedback to help drive 27 member team not to lose sight of yearly personal, professional, as well as bonus objectives.

Documented all major failures by providing written customer facing overview of root cause analysis and actions to prevent reoccurrence.

Built trusted relationships on monthly customer and vendor calls with Merrill Lynch, Thomson Reuters, AT&T, Verizon and Lightpath.

NorVergence Newark, NJ

Provisioning Manager 2001 – 2004

Responsible for planning capacity and managing the delivery of IP, Voice and network transport services from the Network Operations Center to the customers premise nationwide.

Created a T1 ordering process, which scaled and resulted in a 98% on-time delivery.

Designed and implemented a multi carrier backbone supporting 29 Local Access Transport Area’s (LATA’s).

Conducted weekly conference calls to make certain vendor’s Service Level Agreement, deployment readiness, and scalability were in line with expanding business.

Provided weekly status report to CTO and CEO on projects and vendor activities.

INFOCROSSING Leonia, NJ

Senior Network Specialist 2000 – 2001

Designed, implemented and maintained a Cisco fault tolerant, multi carrier ISP network using Cisco 7200 routers and 6509 switches to deliver Ethernet connectivity to datacenter customers.

Monitored ISP network using NetView and MRTG.

Responsible for engineering, deploying and maintaining customer networks.

Created a cable management database to track add, moves and changes.

Analyzed and recorded entire cabling infrastructure to guarantee Ethernet and CAT5e specifications.

EDUCATION

Computer Learning Center Paramus, NJ

Certificate in Computer Technology

CERTIFICATIONS

Microsoft Certified Professional

Cisco Certified Network Associate – Expired

STI Knowledge Team Lead

CCIE Service Provider – Written- Expired

ITIL Foundation v3 Certification

Technology Service Industry Association (TSIA) CSP-II and CSP-M

Contact this candidate