Robert Pugh Jr

Currently working as weekend manager with Proofpoint mantaining continuous flow of servivce by shifting employees where needed and keeping support flowiong smoothly. Started with Proofpoint in 2012 as a frontline support tech and moved into midline. Have worked various shifts until getting promoted to weekend support manager. My repsponibilities and priorities are keeping support flowing smoothly while not creating any degree of stress. I shuffle people where needed in the event of staff shortages. I have been the oncall manager covering all weekend shifts.

Provided customer support for both Proofpoint and Diebold over the course of 15 years, Promoted to management position with Diebold, Interacted with director level and above to resolve problems and offer suggestions. Created a disaster recovery plan for Diebold to insure continuity of support in case of emergencies, (tested this scenario when we experienced a real emergency and plan worked flawlessly until emergency could be resolved.

Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.

worked on design and development for xerox copiers. Troubleshooting field issues and designing corrective parts needed in the event of failure. Have acquired US govt Patents for parts designed which ultimately saved the company thousands of dollars.