Robert Taylor
Seattle,WA
Summary
IT Operations Leader with 13 years of experience at Costco Wholesale, including leadership roles across Client Hardware Support, Service Desk operations, and Optical Lab manufacturing. Proven background leading enterprise support teams, managing business-critical incidents, improving ITSM workflows, and supporting endpoint operations across warehouses, depots, corporate, regional, and ancillary locations. Experienced in ServiceNow, incident management, endpoint lifecycle support, hardware refresh planning, vendor coordination, budget forecasting, operational reporting, and cross-functional partnership. Known for building reliable teams, improving service delivery, coaching analysts, and aligning technical operations with business needs.
Overview
11
11
years of professional experience
Work History
Client Hardware Support Supervisor
Costco Wholesale
01.2024 - Current
- Lead daily Client Hardware Support operations for Costco's enterprise endpoint environment, supporting warehouses, depots, corporate, regional, and ancillary business locations. Oversee analyst workload, incident quality, escalation handling, hardware support processes, vendor coordination, root-cause analysis, and operational reporting to improve service reliability and response times.
- Supervise analysts supporting Windows desktops, laptops, printers, iPads, RF scanners, Zebra tablets, scales, UPS devices, and other endpoint hardware.
- Manage incident queues, backlog health, escalation workflows, and analyst assignments to maintain operational service levels.
- Coordinate endpoint lifecycle support, including device deployments, Windows 11 remediation, SCCM troubleshooting, rebuilds, hardware refreshes, replacements, and retirement planning.
- Develop and maintain Power BI dashboards and operational reports tracking closures, call volume, missed calls, audit scores, service trends, and team performance.
- Coach analysts on technical troubleshooting, ticket quality, documentation standards, customer communication, and root-cause analysis.
- Partner with technical teams, vendors, and business stakeholders to resolve recurring issues, improve support handoffs, and strengthen endpoint support processes.
- Manage team budget tracking and fiscal-year forecasting for hardware refreshes, lifecycle replacements, and operational support needs.
- Developed training materials for new hires, enhancing onboarding effectiveness and compliance with company policies.
Service Desk Supervisor
Costco Wholesale
01.2021 - 01.2024
- Supervised enterprise Service Desk operations supporting Costco's corporate, warehouse, depot, and ancillary business areas. Led frontline support teams responsible for incident management, troubleshooting, escalation routing, call queue coverage, ticket quality, and operational reporting.
- Managed daily Service Desk operations, including analyst performance, ticket quality, queue coverage, escalation handling, and service-level support.
- Supported incident management processes for business-critical issues across multiple Costco environments.
- Partnered with infrastructure, application, and endpoint teams to improve handoffs, reduce repeat contacts, and identify recurring support trends.
- Improved IVR, call queue, and routing processes to better align business issues with the correct support teams.
- Created Power BI reports and performance summaries to support leadership reviews, staffing discussions, and process improvement opportunities.
- Supported training, onboarding, coaching, and development planning for Service Desk team members.
Optical Lab Manager
Costco Wholesale
01.2019 - 01.2021
- Managed Optical Lab production operations with responsibility for employee performance, department budget, vendor engagement, quality standards, safety practices, and daily workflow execution.
- Led daily operations for a production team of approximately 40-50 employees, ensuring quality, safety, productivity, and workflow standards were met.
- Managed department budget tracking and forecasting to support staffing, equipment, supplies, and operational needs.
- Partnered with vendors to review new technology, evaluate operational needs, and support production demand.
- Collaborated with department leaders to address staffing, performance, equipment, workflow, and process-related challenges.
- Coached employees and managers on LEAN practices to reduce waste, improve workflow, and support consistent production performance.
Optical Lab Supervisor
Costco Wholesale
01.2016 - 01.2019
- Supervised Optical Lab production operations with responsibility for employee performance, quality standards, safety practices, and daily workflow management.
- Supervised daily production operations supporting a workforce of approximately 50 employees.
- Coached employees on quality, safety, production standards, and efficient work practices.
- Partnered with department managers to address performance, staffing, equipment, and workflow-related issues.
- Applied LEAN practices to improve workflow, reduce waste, and support consistent operational performance.
Education
Associate of Applied Science - Information Technology
Bellevue College
Bellevue, WA12-2026
Skills
- IT Operations & ITSM: ServiceNow, incident management, request fulfillment, escalation management, queue management, SLA tracking, ITIL-aligned support, operational reporting
- Endpoint Support: Windows, macOS, ChromeOS, iPadsOS, Android, Zebra tablets, RF scanners, thermal printers, HP printers, UPS devices, hardware troubleshooting
- Endpoint Management: Microsoft Configuration Manager/SCCM, Intune, AirWatch, mobile device management, device rebuilds, deployment troubleshooting, Windows 11 remediation
- Systems & Infrastructure: Active Directory, Group Policy, Windows Server, Remote Desktop, CMRC, DNS, DHCP, VLANs, TCP/IP, virtualization, network troubleshooting
- Reporting & Automation: Power BI, Google Sheets, Google Apps Script, PowerShell fundamentals, dashboards, workflow automation, trend analysis, performance reporting
- Leadership & Operations: Team supervision, coaching, training, vendor coordination, budget tracking, fiscal forecasting, process improvement, hardware refresh planning
Timeline
Client Hardware Support Supervisor
Costco Wholesale
01.2024 - Current
Service Desk Supervisor
Costco Wholesale
01.2021 - 01.2024
Optical Lab Manager
Costco Wholesale
01.2019 - 01.2021
Optical Lab Supervisor
Costco Wholesale
01.2016 - 01.2019
Associate of Applied Science - Information Technology
Bellevue College