Robert Alspach

Experience

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  Office Depot

  Jan 1996 - Jan 1997

  Business Machines Specialist

  • Computer and office equipment sales. • Provided basic troubleshooting and instruction on end-user business machine systems. • Provided guest service, and problem resolutions. • Ensured Proper stock and appearance levels were kept. • Perform Cycle Counts, Inventory audits and reconciliation of store inventory.

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  CompUSA

  Jan 1997 - Jan 2000

  Government and Corporate Account Mamanger / Call Center Team Supervisor

  • Helped monitor, coach, train and develop 15 representatives to over a 99% quality assurance score • Managed a pricing and availability team of 15 representatives that handled over 1200 calls per day. • Managed government and corporate accounts, to help Increase educational technical service sales by over $500K • Provided basic end user training for varying hardware and software applications.

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  Telvista Inc.

  Jan 2000 - Jan 2003

  Call Center Workload Analyst

  • Created and implemented tools used to track and report call flow, call volume, and required staffing levels. • Handled client based ACD reporting. • Designed and implemented standards used for tracking an agent’s attendance, VTO and OT hours. • Utilize Call Center Commander (Rockwell), Total Recall Reporting (TRR), eWorkforce Management (TCS), Excel and Access to produce Hourly, Daily, and Weekly reports.

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  Target

  Aug 2003 - Oct 2012

  Team Leader

  ● Managed training, development, scheduling, and productivity of team members. ● Provided guest service, and problem resolutions. ● Ensured Proper stock and appearance levels were kept ● Performed Cycle Counts, Inventory audits and reconciliation of store inventory ● Handled first level assessments and repairs for business equipment, Symbol LRT's & PDT's, Windows based workstations, IBM and NCR POS systems, Proprietary photo kiosk systems.

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  Rackspace, the #1 managed cloud company

  Oct 2012 - Feb 2019

  ● Provided strategic leadership and direction for the delivery of a global second line technical customer support team. ● Provided direct supervision of 13 skilled, nonexempt employees. Acted as adviser to unit or sub-units and was involved, as required, to resolve both customer related and department related situations. ● Provided mentoring and training to technical teams inside and outside of the business unit that led to not only increased standardized global productivity, and quality, but also an increase in customer satisfaction. ● Analyzed operational processes, escalation procedures and performed training needs assessments for ensuring the highest quality of technical support.● Communicated technical information and ideas so others would understand. Engaged and motivated staff to help create buy-in and support for company vision. ● Participated with senior managers to establish strategic plans and objectives. ● Made final decisions on administrative and operational matters. Ensuring operations’ effective achievement, by setting and tracking measurable goals and timelines. Created and managed an intake process for identifying, confirming and tracking the progress of new work types. ● Introduced new business critical work streams into the organization ensuring the right work was being performed by the right team members which significantly lowered customer resolution latency and helped streamline and standardize the customer experience. Show less ● Mentored team members to help prepare them for level assessments both on a technical level as well as with soft skills.● Led cost saving and positive customer impacting projects to ensure the right work was being accomplished by the right employee. ● Provided customers with assessments and recommendations for architecting technology platforms both cloud and dedicated that best suit their application needs. ● Provided Fanatical support to our customers, including support for multiple Linux distributions including CENTos, RHEL, Ubuntu, Debian. ● Provided industry leading support both troubleshooting and configuration for Linux based applications such as Apache, MySQL,PHP, Postfix, Varnish, Memecached, Nginx, and lsync. ● Only Linux admin in the support organization to be chosen to attend and pass a 6 month focus on leadership skills and development. Led a team of 8 volunteers during this program that raised awareness for the ChildSafe-SA Organization and was able to drive donations of over 230 teddy bears for their cause. Show less

  • Manager of Fanatical Support

    Sept 2017 - Feb 2019

  • Linux Administrator II

    Oct 2012 - Sept 2017
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  Alspach Home Duties inc.

  Feb 2019 - now

  Manager of Domestic Operations

  Managing the day to day work flow and delegation of responsibilities that come with all domestic projects. While actively looking for my next roll.

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  Moore Supply Co.

  Jun 2019 - now

  Inventory Control Specialist

  • Maintain distribution, receiving, and warehousing operations by coordinating operational and personnel policies and procedures. • Coach and train team members on company principles and guidelines for various positions within the team. • Control inventory levels by conducting cycle counts and reconciling with electronic storage system. • Maintaining safety levels in the warehouse by instructing and following up with team members on safety guidelines, as well as inspecting both powered and non-powered equipment and issuing work orders when necessary. • Help maintain location’s IT infrastructure by making recommendations, and implementations for both current state and future state of the rapidly growing business. Show less