Robert Wentworth
Skowhegan,US
Summary
Field Operation Manager with over 10 years of experience in technical support and project management, excelling in customer relationship management and IT infrastructure management. Demonstrates a strong ability to enhance team capabilities through the development of technical documentation and training programs, while efficiently managing workflows and ticketing systems. Passionate about fostering team synergy and improving operational efficiency, with a focus on delivering optimal results in customer satisfaction and data security.
Overview
11
11
years of professional experience
Work History
Field Operation Manager
Inetum
02.2022 - Current
- Optimize workflow by managing approval queues and delegating tasks, leading to improved efficiency.
- Schedule collaboration efforts of multiple teams to achieve project goals.
- Utilize ticket system for request and incident management, ensuring timely updates and resolutions.
- Maintain and troubleshoot hardware for employees, ensuring high satisfaction and minimal downtime.
- Develop and implement technical documentation and training programs, enhancing team capabilities.
Helpdesk Analyst
Vtech solutions
09.2019 - 02.2022
- Assisted in SQL data manipulation and troubleshooting caseworker errors, ensuring data accuracy.
- Created and managed tickets in Footprints, streamlining issue resolution processes.
- Collaborated with Information Systems Team to resolve database errors, improving data integrity.
- Managed high-volume phone and email requests, ensuring prompt resolution of user issues. Developed comprehensive password reset procedures, enhancing system security.
Escalation Technical Support Specialist and Floor Support
Carbonite
08.2014 - 09.2019
- Resolved complex software issues remotely, enhancing customer satisfaction and efficiency.
- Managed ticketing system, ensuring timely resolution and high customer satisfaction.
- Identified knowledge gaps, leading to targeted training initiatives.
- Mentored and coached agents, identifying knowledge gaps. Provided floor support, ensuring team's proficiency in product knowledge and customer service.
- Optimized backup strategies for users and servers, significantly improving data security. Resolved software conflicts, minimizing system downtime.
- Fostered team synergy through knowledge sharing and documentation creation. Partnered with management to enhance support protocols and customer satisfaction.
Education
Associates in Applied Science - Information Technology
Kaplan University
Augusta, ME06.2014
Skills
- Data Analysis
- Customer Relationship Management
- IT Infrastructure Management
- Project Management
- Staff oversight
- Operational efficiency
- Training and mentoring
- Team building
- Inventory tracking
COURSES
Microsoft Technology Associate Server Fundamentals at Microsoft
Timeline
Field Operation Manager
Inetum
02.2022 - Current
Helpdesk Analyst
Vtech solutions
09.2019 - 02.2022
Escalation Technical Support Specialist and Floor Support
Carbonite
08.2014 - 09.2019
Associates in Applied Science - Information Technology
Kaplan University
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