Glenn Dobson
OLYMPIA,WA
Summary
Offering solid foundation in analytical thinking and problem-solving, eager to learn and grow in challenging environment. Brings ability to quickly adapt and understand new concepts, with strong technical skills in data analysis and logical reasoning. Ready to use and develop these skills in [Desired Position] role.
Overview
49
49
years of professional experience
1
1
Certification
Work History
Problem Solver
Amazon FSC
03.2024 - Current
- Amazon Warehouse Problem Solver plays a crucial role in ensuring smooth and efficient operations within the warehouse
- This role requires an individual with excellent problem-solving skills, a keen attention to detail, and the ability to work effectively in a fast-paced environment
- The Problem Solver will address and resolve issues that arise during the fulfillment process, ensuring that customer orders are processed accurately and promptly
Lead Technologist
MOTIVE INC/INFOSYS
01.2015 - 12.2022
- Worked on contract to Microsoft, provided global customer service telecommunications support
- Responsible for a worldwide network, routing customer calls using various technologies to ensure high-quality customer support for Microsoft products and services
Technical Service/Escalation Manager
Verizon
01.2010 - 12.2015
- Led Tier 1 to 5 technical support operations for high-profile enterprise clients, ensuring swift resolution of complex issues in line with ITIL Incident Management protocols, thereby maintaining client trust and service continuity
- Orchestrated vendor collaboration efforts during critical incidents, including natural disasters like the New Orleans flooding and California fires, minimizing operational downtime and safeguarding critical infrastructure
- Coordinated 20 Telecommunications Service Priority (TSP) customer updates amid the US Northeast storm outage, enhancing communication and support during severe weather events, and ensuring timely and accurate information dissemination to affected parties
Technical Service Manager
Verizon/MCI
01.1998 - 12.2010
- Spearheaded the management of enterprise customer accounts ranging from $1M to $50M, serving as the primary point of contact for post-sales support, thereby ensuring seamless service delivery and client satisfaction
- Directed the implementation and maintenance of intricate global networks, achieving SLA compliance and conducting thorough post-mortem reviews to enhance future operational efficiency
- Innovated automated remote testing processes that led to a 20% reduction in annual downtime for Nordstrom's nationwide, exemplifying a commitment to operational excellence and customer service
- Provided expert guidance on product installation, configuration, and usage to clients, ensuring seamless integration with their existing systems.
Terminal Technician
MCI/Worldcom
01.1996 - 12.1998
- Installed customer voice and data circuits in the Northwest central hub(Class 2 Switch Facility), supporting over 2000 enterprise customers
- Successfully migrated 250 T1 ISDN circuits for a large call center customer, retaining the customer for the next 5 years
ProgramManager/Task Manager
TRW INC
01.1981 - 12.1997
- Spearheaded the pioneering transition from analog to digital tape for FAA air traffic communications under the SETA contract, marking a significant milestone in aviation safety and operational efficiency
- Led the NSA Secure Communication Project as the Lead Test Engineer, holding a Top Secret Clearance, which involved critical support for secure military communications across Europe
- Innovated in the field of microwave radio communications as a Research/Prototype Engineer, enhancing signal integrity and reliability for strategic defense installations
FTG3
US NAVY
01.1976 - 12.1980
- Served on USS Von Steuben - SSBN 632 as a Submarine Missile Fire Control Technician Responsible for the operation, maintenance, and repair of MK113 Fire Control Computers while at sea
Skills
- Problem Solving and Analytical Skills
- Technical and Customer Support
- Leadership and Management
- Communication and Collaboration
- Technical Proficiency
- Project Management
- Incident Management
- Operational Efficiency
- Hardware troubleshooting
- Works Well Under Pressure
- Incident management
- IT infrastructure
Certification
ITIL v3, Verizon
Honors And Awards
- Member of Congressman Adam Smith technology council, Congressman Adam Smith, 03/01/08
- Member of Congressman Adam Smith technology council, Congressman Adam Smith, 05/01/02
- Presidents club, MCI Corporation, 07/01/00
- Presidents club, MCI Corporation, 09/01/99
Timeline
Problem Solver
Amazon FSC
03.2024 - Current
Lead Technologist
MOTIVE INC/INFOSYS
01.2015 - 12.2022
Technical Service/Escalation Manager
Verizon
01.2010 - 12.2015
Technical Service Manager
Verizon/MCI
01.1998 - 12.2010
Terminal Technician
MCI/Worldcom
01.1996 - 12.1998
ProgramManager/Task Manager
TRW INC
01.1981 - 12.1997
FTG3
US NAVY
01.1976 - 12.1980
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