Robert Gohacki

• Delivered technical support for telecommunications services and equipment.
• Diagnosed and resolved customer network connectivity issues promptly.
• Documented customer interactions and solutions in the system for future reference.
• Managed service requests to ensure timely responses to inquiries.
• Analyzed complex problems to identify optimal solutions for customer needs.
• Handled escalated inquiries professionally to maintain client satisfaction.
• Monitored network systems for disruptions or failures proactively.
• Followed up with customers post-resolution to confirm satisfaction.

Oversaw prioritization project for shutdown of TDM network, saving $19 million last quarter.

Utilized Excel pivot tables and V-lookups to analyze high-cost circuits and report findings to vice president.

Launched 'Tiger Team' task force, comprising IT billing, network, and care managers, to streamline order processes.

Conducted data analysis to document trends and root causes, establishing lane ownership for permanent fixes.

Collaborated with management on business continuity analysis, delivering executive-level summaries based on findings.

Achieved reduction of ticket cases from 1,200 to 160 within eight months by optimizing IT workload.

Initiated Groom Project in February 2018, processing over 650 requests to lower DS3 and OCN access costs.

• Formed 'Laser Focus Team' in April 2018 to facilitate TDM network shutdown and reduce EFC costs.

Managed primary support for all telecommunications wireline order processes, systems, and tools for IPM Care and PPM.

Compiled project pain points, including design documentation and untested product gaps.

Delivered ongoing system and application support for Order Management Specialist and IT Helpdesk.

• Provided continuous process support for IP Ethernet, MPLS SIPT, CPE MNS, and wireline portfolio.
• Created enrichment sessions, cheat sheets, and self-serve knowledge bases for sales support and care communities.
• Identified and tracked process and system issues affecting order workflow.
• Collaborated with IT and development teams to analyze failures, provide defect reporting, and assist in deployments.
• Supported operational readiness and managed test cases for future project releases.

Configured and interpreted customer network topographies for frame relay and IP services.
Developed work orders detailing data service activities in collaboration with customers and account teams.
Managed inventory and maintenance of customer data services to ensure optimal performance.
Executed order entry for wireline requests, ensuring accuracy and timeliness.
Oversaw provisioning processes for effective order management.
Resolved IT issues through helpdesk responsibilities, enhancing user satisfaction.

Analyzed jobs within exceptions department to identify improvement opportunities.
Made operational decisions to enhance job efficiency and effectiveness.
Streamlined processes, resulting in a 20% reduction in organizational operating costs.

Managed daily operations of national delivery service for magazines and catalogs.
Trained national newspapers on distribution logistics and customer service protocols.
Collaborated with fulfillment houses to enhance customer service and data transmission.
Processed carrier route databases to optimize magazine delivery efficiency.
Contributed to development of delivery mapping and customer service software.
Oversaw coordination of magazine shipments from printing facilities nationwide.
Supervised 15 national newspaper delivery companies to ensure operational consistency.
Managed publisher relationships, aligning services with requirements from multiple magazine publishers.