Customer Care Service
Resume:
ROBERT ROBBINS
303-***-**** Windsor, CO adtx1t@r.postjobfree.com www.linkedin.com/in/robertarobbins CUSTOMER CARE / TECHNICAL SUPPORT MANAGER
Technical Support Professional Focused on Superior Customer Experience and Proactive Customer Care
Problem-solving Customer Support Manager and Technical Support Engineer with more than 20 years of technical support and customer engagement industry experience. Have led several high-performance teams and specialized teams of between 5-30 hand-selected technical experts in mission-critical environments, performing an autonomous remote mission or supporting on-site and remote support. Highly proficient in customer advocacy and relationship building with very high (whatever it takes) customer care and problem-solving focus. Excellent verbal communication, internal and external customer care administration and technical writing skills with ability to analyze, investigate and research problems, and provide technical guidance. Highly versed in help desk administration and management, responding to many various issues 7 days a week.
EXPERTISE
System Troubleshooting and Resolution
Root-Cause Analysis
Project Management / Change Management
Information Technology (IT) / Networking
Technical Writing / Systems Documentation
Account Management / Personnel Management
Customer Service
Communication Skills / Personnel Leadership
PROFESSIONAL EXPERIENCE
VirtueCom, Inc. (Lakewood, CO) 2018–Present
Information Technology End-User Support and Cloud-Server Operations
• Desktop and onsite support – network, PC and Mac computer and peripheral device installs, support and troubleshooting.
• Active Directory and Office 365 account maintenance setup, support and troubleshooting (to include Teams)
• Mobile device support / VoIP setup, support and troubleshooting (Polycom hardware / Fonality VoIP provider), to include various older AV and Pager systems.
• High-quality technical support for 40 small to medium businesses for desktops, laptops, WAN/LAN networks, printers and copiers, and AV systems, and Microsoft 10 Pro, Windows 7 Pro and various MacOS systems – to include relocating and supporting employees at their home offices.
• Level 2 maintenance (security updates and hardware replacement), Microsoft monthly server patching using NinjaRMM and remote computer support with Splashtop.
• On-call rotation. Use of IssueTrak ticket tracking Robert Robbins
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Sunrise Ranch Retreat and Conference Center (Loveland, CO) 2012–Present Information Technology Manager/AV Tech and Media Editor Delivered world-class customer service by providing premier technical support of the IT ecosystem. Redesigned desktop and operations backup/storage systems, as well as corporate firewall and protection systems. Performed after-hours system maintenance. Provided support locally at Sunrise Ranch and remotely to other sites worldwide (British Columbia, Australia, South Africa and Great Britain).
• Managed IT /AV hardware, software, Internet, and services budget of $120K.
• Managed several projects in the $20K - $80K ranges, finished on time and under budget.
• Provided high-quality technical support for 100 desktops and laptops, 23 networked printers and copiers, 8 AV complex systems, Microsoft 10 Pro operating systems (migrated from Windows 7), 270+ phone lines, and guest services web-based software.
• Served as communications engineer, managing LAN, WAN, Wi-Fi, Internet network, and VOIP architecture.
• Redesigned operations backup and storage systems.
• Collaborated on setting up our web based CareDesk (Freshservice help desk) system to track and respond to trouble tickets worldwide for all the departments (IT / AV / Guest Services / Housing / Maintenance, etc.)
• Troubleshot incidents for system and networking infrastructure. Conducted Root-Cause Analysis (RCA), identifying faults and implementing remediation action plans following change-management best practices.
• Designed and managed installation of Ruckus single zone WiFi system with 28 access points, improving internet capability for more than 100 community residents and 120 guests year-round.
• Re-engineered TCP/IP network to accommodate annual 10K-plus person outdoor music festival.
• Upgraded broadcast system to 24-channel system with less than 1 hour down time.
• Provided 24-7-365 customer response and support for 6 years. Documented systems and written operating procedures, trained three IT professionals to support those operations in the areas of IT, Networking and AV setup and support operations.
• Received accolades as the only department lead to manage and under-run the budget for IT/AV, by 30-40 percent ... the goal was 20 percent savings. This was done by being prudent with spending, negotiating great deals when we needed to purchase, and using soldering iron and actually fixing equipment instead of buying something new.
• Worked with the Accounting Department to manage many software subscriptions services to reduce cost and streamline billing.
Communications, Marketing, and Business Development Executed business development and strategy to secure personal-development speakers and entertainers. Managed customer sales and systems, contracts, relations, and marketing. Prepared annual sales, marketing, and IT budgets.
• Increased business capability and capacity 100X by redesigning/implementing new internet network capability.
• Managed operations for 120-guest facility.
• Oversaw business and technical production of events for 406-person theater.
• Facilitated 3X business growth for retreat and conference facility.
• Transferred personal Infusionsoft CRM subscription to Sunrise Ranch in 2012 and initialized the customer database to create better marketing campaigns, track customer purchases, and improve mailing capability. Journeys for Conscious Living (Arvada, CO) 2009–2012 Owner/Partner/Director of Sales, Marketing, and Technology Supervised office and personal technology automation and integration. Oversaw sales, customer relationship engagement, and marketing. Developed website and social media outreach.
• Directed technology production for events, covering audio, video, lighting, and live-stream webcasts.
• Utilized technical writing and marketing skills to develop 40-page monthly newsletter. Silicon Graphics, Inc. (Remote) 2007–2009
Director of Marketing and Strategy
Supported agency representatives (CIA, DIA, NRO) and Federal Systems Integrators (SI) focused on high-speed computing and enterprise storage solutions. Established addressable market focus, based on industry research/community knowledge, and created end-to-end vision for sales and customers. Robert Robbins
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• Successfully launched strategic product that detected and protected troops from Improvised Explosive Devices
(IEDs). Secured $150K partner funding for new product launch and associated marketing. Composed technical and business documentation, including product solution briefs.
• Improved lead capture and follow-up by 50-75 percent by dramatically increasing market awareness.
• Managed $100K annual budget.
• Selected and developed 3 focused partnerships for discriminative customer solutions. Hitachi Data Systems (Englewood, CO) 2005–2007
Business Development Manager, Federal Division
Developed and deployed sales/marketing programs for federal SI community, managing key lab deployments, training, and marketing. Proactively identified and coordinated complex data technology solution.
• Developed first research and development (R&D) pilot program for emerging product solutions.
• Spearheaded significant, complex technology solution, providing breakthrough capability for the federal community.
• Coordinated seven SI R&D campaigns targeting multiple $300M-plus program captures.
• Maximized $50K-plus budget for best market awareness to date.
• Managed several multimillion-dollar service projects to successful fruition, with complete customer satisfaction. Other Professional Experience
National Security Clearance: Maintained Top Secret/Special Compartmented Information (TS/SCI) with special background investigations and lifestyle polygraph for more than 20 years, through 2013. Director, Business Development: Deployed three sales/marketing programs for ItinerX Data Mobility System. Developed five business opportunity captures of $100M-plus each. Director, Federal Sales: Managed resale channel partnerships to develop solutions for customer community. Achieved revenue of $1.3M in 3 months. Provided expedient sales quotes and accurate order management. Business Development Manager: Managed vendor and Large-Scale Integrator (LSI) partner relationships to develop solutions for customers. Secured $300M government program opportunity. Senior Account Executive: Secured multi-year contract generating $7M over 5 years. Generated $3M-plus in revenue the first year at company. Achieved top 5 ranking (out of about 25) in revenue production for all federal region salesmen. Led team to exceed annual quota of $54.9M by reaching $72.4M. Awarded President’s Club by achieving 230 percent of $6M quota. Highly detailed product and service quotes, along with extraordinarily timely tech support were key aspects of our customer’s success and satisfaction.
IT Manager: Provided first-level support for UNIX servers providing DNS services, second and third level for IP networking. EDUCATION
Bachelor of Science, Management Information Systems (MIS) Warren National University (Cheyenne, WY) • Graduated November 2007 MILITARY
Computer, Network, Microwave and Satellite Communications Systems Engineer/Personnel Manager
U.S. Navy • August 1980 to January 1993
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