Robert Stephens

Background

About Robert Stephens

Glanbia -August 2017 - current Service Desk Analyst -Providing 1st line support for users across the globe -Identifying resolution methods, anticipating trends and resolution methods -Learning the business and the processes, establishing the foundation for a great career C3/Customer Contact Channels -July 2016 - August 2017 Technical Account Manager -Managing client expectations in technical capacity -Project management, planning and implementation -Change Management orchestration and blackout date management -August 2014 – July 2016. IT Site Manager -Launched Las Vegas site, 1400-1800 person ramps in multiple buildings -Oversaw staff supporting massive launches -Maintained staff of two, maintained SLAs and promoted growth -May 2012 – August 2014. IT Site Manager -Launched and maintained, 180 seats 24/7 -Desktop and Administrative components -Maintained internal and client technologies -July 2010 – May 2012. Desktop Administrator -Launched Twin Falls, Tucson, Bulgaria and Tahlequah sites -Contributed to policy and procedure development -Hardware, imaging, software and network support -Coordinated resolution of Operations, internal groups and client issues. Dell -Dell Gold Technician four years -Dell Call Center phone technician for two years, customer facing -Dell Call Center Chat technician for two years, multiple concurrent chats customer facing -Microsoft Certified Professional and A+ certifications acquired -Provided quality troubleshooting and support in high volume, stressful environments Specialities: Wired and wireless network configuration and maintenance: desktop, laptop, mobile devices. Windows XP and higher operating system platform proficiency. Microsoft Office and SharePoint 2010 functional understanding of implementation and use. Familiarization with and troubleshooting of third party applications to successful operation.