Customer Support Project Management

Robert E. Butler Jr.

Cell Phone: 336-***-**** Email: **********@*****.*** linkedin.com/in/robert-jr-029243101

Twenty-plus years of experience in the technology industry, Expertise in telecommunications, Project Management, Quality Engineering, Customer Support, Documentation Control, and Information Technology. I am customer-focused and team-oriented, having held roles as a Manager, Team Lead, and individual contributor in various engineering capacities.

Professional Experience

Manager, Information Solutions and Services

FHI360 July 2022 – May 2025 Durham, NC

Provide leadership to the NC Information Services Solution Service Desk team.

Implement digital and data-driven solutions for the organization.

Develop and enforce SOPs centered around ITIL IV standards.

Review staff adherence to company policies and drive necessary changes.

Support staff in aligning goals with organizational needs.

Collaborated with system and network engineering teams to resolve issues.

Managed projects and drive to implementation

Maintained inventory reporting within CMDB system.

Monitored security updates and collaborated on anti-virus concerns.

IT Associated Support III Site Manager / Network Engineer II

Continuum Global Solutions June 2010 – July 2022 Henderson, NC

Provided level three support for technical issues for remote and onsite staff.

Utilized tools like Liquid Ware, Go to Assist, and Log Me in Rescue for troubleshooting.

Track tickets and maintain inventory records within Service Now.

Managed IT staff across US sites and support international IT teams.

Provided technical support to a call center utilizing service now.

Performed root cause analysis and tracked issues to closure using a people.

Set up new equipment and performed routine maintenance.

Provided project management support for IT-related impacts.

Conducted disaster recovery testing and provided VoIP phone support.

Work within Active Directory and DHCP environments.

Change Management & Documentation Control Analyst

Sony Ericsson Mobile Communications November 2006 - October 2008 Research Triangle Park, NC

Designed and directed testing or control of processing procedures related to change controls.

Managed process implementation for all production changes.

Developed document management systems features and prepared support documentation.

Prepared technical drawings and specifications to meet standards and customer requirements.

Earlier History

Documentation Control Specialist

Modus Link Morrisville, NC

Inspected finished products for quality and adherence to customer specifications.

Prepared production documents and built product sub-assemblies for large software packages.

Technician Engineer, New Product Support Engineering, Equipment Application Engineering, Quality Audit

Nortel Networks Durham, NC

Read blueprints, wiring diagrams, and schematic drawings for assembling electronics units.

Wrote specifications for first manufacturing builds based on customer requirements.

Provided customer support for new product installations.

Conducted meetings and implemented processes to support customers and new products.

Ensured all customer dates and requirements are met with 100% accuracy.

Identified and resolved equipment malfunctions.

Organized material and completed writing assignments according to set standards.

Conducted internal quality audits ensuring processes are followed per ISO 9001.

Determined pass/fail rates and implement changes when required.

Implemented change control processes and manage new product projects.

Education

Vance Granville Community College 2010

AS Degree, Computer and Information Security

Wake Technical Community College

AS Degree, Computer Science

Skills

Documentation writing and control specialist

IT Support, Network, computers, VoIP, LAN, VLAN and VMware

Nexthink

Cloud Support Azure, Intune include group and policies

Microsoft 365, Teams, SharePoint, One Drive Windows 10/11, Company Portal

Management support, people, teams, projects, and change control

Time Management

Manufacturing Processes

Operations process implementation, and engineering

Quality practices, Control (QC), quality audit (QA)

Standard Operating Procedure (SOP) and GMP good manufacturing practice

Consumer Support, customer, and field

Production Support

Certifications

AI Digital Certification 2023

ISO 9001 1999

Six Sigma Certification 1998

Awards

Nortel Network - Customer Service Award (year)

Sprint Communications - Customer Appreciation Award (year)

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