Ivan Roberts

Experience

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  Audio Overdrive

  Oct 2006 - Feb 2007

  Car Audio Sales & Installation Specialist

  •Sales Expertise: Sold car audio and video equipment, providing tailored recommendations to meet customer preferences and needs.•System Installation: Installed car audio and video systems, remote starters, and custom modifications, delivering high-quality results and customer satisfaction.•Custom Design Solutions: Designed and executed customized audio and video solutions, ensuring alignment with customer specifications and vehicle requirements.

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  Xavier Virtual Services and Solutions LLC

  Feb 2007 - Feb 2009

  President – Technical Sales and IT Services

  •Sales and Technical Services: Managed computer hardware sales, installations, repairs, and custom modifications for individual and business clients.•Networking Solutions: Designed, installed, and maintained networking systems tailored to client needs, ensuring reliability and performance.•Client Support: Delivered personalized technical support both in-person and remotely, fostering strong client relationships and long-term loyalty.

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  Senture, LLC

  Aug 2009 - Nov 2009

  FCC DTV Customer Service Representative

  •Federal Program Support: Provided customer service for the Federal Communication Commission (FCC) account, assisting callers with questions and concerns regarding the Digital TV transition.•Customer Assistance: Delivered accurate information and guidance, ensuring callers understood the changes and requirements of the DTV transition process.

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  Senture, LLC

  Feb 2010 - Oct 2011

  •Team Supervision: Managed a team of Customer Service Representatives (CSRs) supporting the HP Direct Loan and Department of Education Consolidation account, ensuring high-quality service delivery.•Escalation Management: Provided guidance and support to CSRs during call escalations, resolving issues efficiently while maintaining customer satisfaction.•Performance Monitoring: Conducted quality coaching, tracked attendance, and evaluated performance metrics to drive individual and team success.•Process Improvement: Implemented corrective actions and provided targeted feedback to enhance team productivity and adherence to quality standards. Show less

  • HP Direct Loan Supervisor

    Dec 2010 - Oct 2011

  • HP Direct Loan Customer Service Representative

    Aug 2010 - Dec 2010

  • US Census Bureau Lead

    Feb 2010 - Jul 2010
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  Innovative Employee Solutions

  Jul 2012 - Apr 2013

  Toyota Service Desk Agent (Subcontracted to SAIC)

  •Customer Support: Provided Tier 1 technical support for Toyota Engineering and Manufacturing customers, addressing a wide range of issues including password resets, software installations, and internet troubleshooting.•Case Management: Utilized ticketing systems such as BMC Remedy and ServiceNow to document, route, and resolve support cases efficiently.•Multichannel Assistance: Managed customer inquiries via phone and email, delivering prompt and effective solutions to maintain high service standards. Show less

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  SAIC

  Apr 2013 - now

  •Project Management: Lead the design and execution of complex, multiphase projects to improve departmental performance and service delivery, ensuring alignment with organizational goals.•Operational Oversight: Manage daily operations for Printer Support, Tier II Software, and Remote Support teams, overseeing two supervisors and 30+ employees to maintain operational excellence.•Team Leadership: Develop and implement targeted coaching, training, and mentoring programs to enhance team capabilities and foster professional growth.•Process Optimization: Drive continuous improvement initiatives to streamline workflows, enhance efficiency, and ensure high-quality service outcomes.•Data-Driven Strategy: Conduct comprehensive data analysis to identify trends, generate actionable insights, and support strategic decision-making.•Performance Tracking: Create and maintain dashboards to monitor performance metrics, track progress, and identify opportunities for improvement, supporting data-driven project outcomes. Show less •Team Management: Directed daily operations for Tier 2 Remote Support (T2RS) technicians, ensuring service excellence and efficient performance across the team.•Coaching and Development: Conducted one-on-one sessions to assess performance, provide coaching, and foster professional growth, ensuring alignment with team and organizational goals.•Process Leadership: Oversaw the Tier 2 Software Team, managing software installations, workload assignments, data analysis, and robotic process automation (RPA) development to streamline operations.•Training and Onboarding: Delivered remote training sessions for government clients via Zoom, developed training materials, and supported new hires through their first 30 days to ensure seamless onboarding.•Team Communication: Led weekly team meetings to share updates, implement process changes, and reinforce adherence to Standard Operating Procedures (SOPs).•Stakeholder Collaboration: Addressed employee concerns and escalated issues as needed to maintain a positive and productive work environment. Show less •Team Oversight: Provided coaching and performance tracking for FAA Remote Deskside technicians, ensuring adherence to timelines, standards, and project requirements.•Technical Project Execution: Led support efforts for software installations, hardware repairs, and in-depth troubleshooting, ensuring alignment with operational goals and project deliverables.•Case Management: Utilized BMC Remedy to document and route technical cases, maintaining accurate records and supporting efficient issue resolution.•Process Improvement: Implemented enhancements to service delivery processes, contributing to increased efficiency and customer satisfaction. Show less •Technical Support: Provided Tier II support for the Federal Aviation Administration (FAA), assisting end users with software installations, hardware repairs, and advanced troubleshooting.•VIP and Escalation Handling: Managed VIP support requests and resolved escalated technical issues, ensuring timely and high-quality service delivery for priority users.•User Education: Delivered IT training and procedural guidance to users, enhancing their ability to address and resolve technical challenges effectively.•Case Management: Utilized BMC Remedy to document and route technical cases, maintaining organized records to support efficient issue resolution.•Multichannel Support: Managed inbound and outbound communications via chat, email, and phone to provide comprehensive and responsive remote technical assistance. Show less •Technical Support: Provided comprehensive remote deskside support for Toyota Motors North America, including software installations, hardware repairs, and advanced troubleshooting.•Case Management: Documented and managed support cases using ServiceNow, ensuring accurate tracking and efficient resolution of technical issues.•Multichannel Communication: Managed inbound and outbound chats, emails, and calls to deliver prompt and effective remote support services.•Problem Solving: Addressed and resolved a variety of technical issues to maintain system functionality and enhance user productivity. Show less •Executive and VIP Services: Engineered high-quality video conferencing solutions for Toyota executives and VIPs, ensuring seamless communication and exceptional service delivery.•Video Conferencing Management: Scheduled and monitored video conferences for Toyota locations across North America, maintaining reliability and precision for critical meetings.•AV Systems Expertise: Operated Polycom software and systems, including CMA, RMX, WebSuite, RealPresence, and Virtual Meeting Rooms (VMRs), to support complex conferencing requirements.•Compatibility Testing: Conducted test calls with third-party platforms such as Zoom, BlueJeans, and WebEx to ensure compatibility with Toyota’s AV infrastructure.•Scheduling and Reporting: Maintained detailed schedules and reporting metrics for all video conferences, optimizing resource utilization and planning.•Technical Coordination: Collaborated with local AV technicians to troubleshoot issues and provide timely resolutions for onsite equipment and meeting rooms. Show less •Customer Support: Provided Tier 1 technical support for Toyota Engineering and Manufacturing customers, addressing a wide range of issues including password resets, software installations, and internet troubleshooting.•Case Management: Utilized ticketing systems such as BMC Remedy and ServiceNow to document, route, and resolve support cases efficiently.•Multichannel Assistance: Managed customer inquiries via phone and email, delivering prompt and effective solutions to maintain high service standards. Show less

  • FAA Tier II Senior Supervisor

    Jun 2023 - now

  • FAA Tier II Remote Support Team Supervisor/Trainer

    Oct 2021 - Jun 2023

  • FAA Tier II Remote Support Team Lead

    Feb 2021 - Oct 2021

  • FAA Tier II Remote Support

    Oct 2020 - Feb 2021

  • Toyota Remote Desk-Side Support

    Jun 2016 - Sept 2020

  • Toyota Video Teleconference Engineer

    Mar 2016 - Sept 2020

  • Toyota Service Desk Agent

    Apr 2013 - Mar 2016
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  NerdWork Network/Computer Enthusiasts

  Sept 2016 - now

  Owner/ Founder

  •Content Creation & Public Relations: Managed content creation and public relations for NerdWork Network across multiple social media platforms, aligning content strategies with audience interests and driving community engagement.•Project Management: Directed video production projects, overseeing research, scripting, filming, and editing using Adobe Creative Cloud applications. Ensured on-time delivery and maintained high-quality standards.•Trend Analysis & Strategy: Analyzed industry trends to identify content opportunities, develop strategic plans, and increase engagement and audience reach.•Administrative Leadership: Led administrative operations, including member management, public relations, media coordination, and moderator oversight. Implemented initiatives to streamline workflows and enhance team collaboration. Show less