Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Robert Mitchem

Charleston,WV

Summary

Experienced IT and telecommunications professional with a 20-year track record of success in call center system administration, network security, and telecommunications management. Skilled in advanced technical support, project management, and improving overall performance. Seeking a challenging role in Solution or Communication Engineering to drive innovation and excellence in the industry.

Overview

25
25
years of professional experience

Work History

Senior Call Center System Administrator

American Electric Power
06.2019 - Current
  • Administer and optimize daily operations of AT&T SIP-Based contact center programming, significantly improving system performance and reliability through proactive maintenance and regular system audits.
  • Provide comprehensive technical support for workstations, software, and peripherals, addressing a wide range of issues from software glitches to hardware malfunctions, thereby ensuring uninterrupted daily operations for management and staff.
  • Directly support management and staff members with prompt and efficient technical resolutions, leading to a marked increase in operational efficiency and a reduction in system downtime.
  • Play a pivotal role in the implementation of key projects such as a new Genesys Conversational IVR, the Call Center Future of Work, NICE Workforce Management, contributing significantly to the modernization of the call center environment.
  • Oversee call volume and reporting metrics, implementing strategies to optimize call processing and enhance customer service, resulting in improved customer satisfaction scores.
  • Maintain continuous network connectivity, ensuring robust access to various servers and switches, which has led to a noticeable decrease in network-related incidents.
  • Train and mentor new recruits for remote job functions, developing comprehensive training materials and workshops that have improved the skill set and efficiency of new team members.
  • Manage access control for file systems, websites, and applications, reinforcing security protocols and minimizing the risk of unauthorized access.
  • Spearhead the voice flow project for conversational IVR and digital assistants, enhancing customer engagement through innovative technology solutions.
  • Manage vendor relationships and procurement of internetworking equipment, ensuring cost-effective and efficient use of resources.
  • Analyze network activity and problems to discover and prevent systematic errors, recommending design changes for improved performance.
  • Co-developed and implemented a program that reduced employee turnover from over 73% to under 20% by collaborating with the hiring team and establishing strong connections with underserved communities in southern WV, eastern KY, and northern VA.
  • The success of this program has led to positive impacts such as wage increases, the implementation of a direct hire program, enabling call center agents to remain remote employees, and securing a $75,000 grant to support continuing education in these underserved areas.
  • Selected as one of only six individuals out of thousands of employees for a targeted development program, designed to transition participants into leadership positions within Customer Organization.
  • Recently selected for a new, emerging leadership program focused on mentoring and skill-building to transition employees into managerial or director-level positions at the corporate level.

Senior Outside Plant Technician

Verizon Communication / Frontier Communications
09.2009 - 01.2018
  • Diagnose and troubleshoot complex issues in telecom hardware, internet connectivity, and network configurations, leading to a significant reduction in recurring technical issues and improved system reliability.
  • Efficiently manage and resolve orders and trouble tickets, providing timely and effective solutions, which has resulted in increased customer satisfaction and reduced turnaround time.
  • Install and maintain telephone and internet services, ensuring high levels of customer satisfaction through meticulous attention to service quality and customer needs.
  • Execute the setup of voice and data networks, demonstrating advanced skills in running, pulling, terminating, and splicing cables, leading to improved network infrastructure and performance.
  • Configure network connectivity using various industry-standard tools and interfaces, ensuring high levels of network efficiency and reliability.

Managing Support Consultant / Team Leader

Verizon Communications
10.2000 - 09.2009
  • Deliver exceptional customer support, resolving client inquiries and issues efficiently, resulting in a marked improvement in customer service ratings and repeat customer engagement.
  • Supervise and train consultants, enhancing team performance and service quality through the development of comprehensive training programs and performance monitoring strategies.
  • Manage daily call volume metrics and scheduling, optimizing operational efficiency and ensuring high-quality service delivery in a high-volume call center environment.
  • Offer technical support for a range of desktop applications and telephony systems, leading to a significant reduction in technical issues and improved user satisfaction among a team of over 150 agents and 40 staff members.

Education

Bachelor of Science - Information Technology, Software Systems Engineering

Colorado Technical University
01.2018

Skills

  • Genesys Call Center Administration
  • Network Administration
  • Windows server administration
  • SIP trunking implementation
  • Network Security
  • Software Development Life Cycle
  • Databases
  • Project Management
  • Network Tracing
  • Security routing and resiliency
  • Application installation and backup
  • Cisco Server management tools
  • Leadership and team development
  • Microsoft 365
  • Microsoft Visio
  • TCP/IP protocols
  • Desktop Application Support
  • Program Management
  • Active Directory
  • Network Support
  • Talent retention strategies
  • Employee development program

Accomplishments

· Co-developed and implemented a program that reduced employee turnover from over 73% to under 20% by collaborating with the hiring team and establishing strong connections with underserved communities in southern WV, eastern KY, and northern VA.

· The success of this program has led to positive impacts such as wage increases, the implementation of a direct hire program, enabling call center agents to remain remote employees, and securing a $75,000 grant to support continuing education in these underserved areas.

· Selected as one of only six individuals out of thousands of employees for a targeted development program, designed to transition participants into leadership positions within Customer Organization.

· Recently selected for a new, emerging leadership program focused on mentoring and skill-building to transition employees into managerial or director-level positions at the corporate level.

Timeline

Senior Call Center System Administrator

American Electric Power
06.2019 - Current

Senior Outside Plant Technician

Verizon Communication / Frontier Communications
09.2009 - 01.2018

Managing Support Consultant / Team Leader

Verizon Communications
10.2000 - 09.2009

Bachelor of Science - Information Technology, Software Systems Engineering

Colorado Technical University

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Robert Mitchem