Robert Batten

Experience

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  S&K Menswear

  Nov 2002 - Dec 2003

  Cashier

  Rang up sales and returns with 100% accountabilityHandled telephone inquiries and requestsEnsured a welcoming environment for customersFilled in as salesperson as necessaryKept selling floor neat, clean and professional

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  Lowndes High School

  Sept 2003 - May 2004

  Administrative Assistant

  Sorted and distributed mailEnsured orderly, timely filing of records and paperworkStaffed busy telephone as neededUpheld ironclad confidentiality of private information

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  Caretaker

  Aug 2004 - May 2008

  Caretaker

  Provided caring, supportive fulltime care to infirm great aunt, then grandmotherMaintained clean, safe, wholesome home environmentEnsured that patients took proper medicationEarned praise from hospice staff for high standard of care

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  Southeastern Freight Lines

  Mar 2010 - Aug 2022

  1. Project Leadership & Technical Documentation: a. Led a team in a $300,000 upgrade project for a fleet of 3000 semi-trucks, managing Hino, International, and Volvo models. b. Wrote comprehensive processes and technical documentation to enhance knowledge base for both technical and non-technical staff. 2. Software Troubleshooting & Inventory Control: a. Provides software troubleshooting for Android CDU tablet/PeopleNet OBC Wi-FI hotspot equipment, ensuring Federal ELD compliance. b. Ensured 100% accuracy in hardware inventory using AVANTI, Cetaris, PeopleNet Fleet Manager, and SOTI Mobile Device Manager. 3. Equipment Management & QA: a. Setup, updated, and repaired Android CDU tablet/PeopleNet OBC Wi-Fi hotspot equipment. b. Performed QA work on the Android CDU Tablet/PeopleNet OBC Wi-FI equipment in semi-trucks to maximize uptime. c. Resolved ten to 25 daily tickets, providing timely solutions for internal and external customers using the JIRA ticketing system. 4. Logistics & Vendor Collaboration: a. Established accountability with vendors, ensuring timely equipment repairs and deliveries. b. Collaborated with internal truck shops and vendors to maintain accurate equipment returns, repairs, and timely deliveries, reducing costs and improving efficiency at the truck shops. 5. Employee Onboarding & Troubleshooting a. Configure hardware, devices, and software for new employee setups. b. Repaired Zebra handheld equipment for doc workers and rivers, ensuring timely turnaround at 90 service centers. c. Provided basic-level troubleshooting for printers across 90 service centers. Show less 1. Team Representation & Documentation: a. Served as 2021 AQIT IT Department representative and ACTION Committee member. b. Utilized Active Directory for daily management of user accounts, groups, and policies for 1,200 users. c. Wrote technical documentation to enhance the knowledge base for efficient problem-solving. 2. Ticket Resolution & Software Management: a. Resolved 25 to 50 daily tickets using JIRA, ensuring timely progress and completion tracking. b. Updated and installed software remotely via virtualization, patching and installing new versions to enhance security. c. Removed malware and ransomware, safeguarding laptops and desktop systems. 3. Help Desk Monitoring & Support: a. Monitored software and networks for reliable uptime, responding to support requests and providing basic troubleshooting. b. Processed check requests with 100% accuracy and maintained OpenVMS job logs. c. Maintained flexibility for after-hours and weekend emergencies, delivering timely support and desktop assistance. Show less 1. Award-Winning Performance & Helpline Support: a. President's Club Award Winner for outstanding contributions. b. Assisted with the Helpline ticketing system, efficiently routing tickets for prompt handling. c. Updated and installed software remotely using virtualization for enhanced efficiency. 2. Operations Management & Customer Service: a. Processed check requests with 100% accuracy, managing job logs and ensuring reliability. b. Demonstrated professionalism in resolving complaints, problems, and questions from users. c. Provided patient troubleshooting for computer issues, escalating and resolving problems with quality service. 3. Flexible Support & Account Management: a. Maintained a flexible schedule, responding to after-hours and weekend emergencies. b. Monitored networks for reliable uptime and managed user accounts, groups, and group policies in Dameware. Show less 1. Customer Support & Freight Solutions: a. Handled telephone requests professionally, addressing distressed freight issues promptly. b. Provided support for Break-bulk, Inbound, and Outbound operations as needed. c. Successfully moved freight in a timely fashion, demonstrating adaptability and efficiency. 2. Administrative Excellence & Awards: a. Ordered and maintained office supplies inventory for seamless operations. b. Three-Time Quality Achiever Award Winner and Four-Time Eagle Award Winner. c. Named OS&D Associate of the Month in November 2011. Show less

  • IT Equipment Specialist

    Mar 2021 - Aug 2022

  • Help Desk Support Technician

    Apr 2020 - Mar 2021

  • Computer Operator

    May 2017 - Apr 2020

  • OS&D Specialist

    Mar 2010 - May 2017
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  Unitrends

  Aug 2022 - now

  1. Certified Expertise: a. Attained Unitrends Certified Administrator Certification, demonstrating advanced proficiency in Unitrends hardware and software. 2. Technical Troubleshooting & Support: a. Diagnosed and resolved backup issues, utilizing remote diagnostic tools for efficient problem-solving. b. Provided exceptional customer support, including Disaster Recovery as a Service (DRaaS) assistance. 3. Mentoring & Training: a. Mentored junior engineers on Unitrends technology, fostering their professional development. b. Conducted customer training to optimize equipment usage, reducing service issues. Show less 1. Salesforce Expertise & Customer Support: a. Utilized Salesforce for efficient management of customer account information. b. Promoted service contracts and warranties, articulating benefits to customers. 2. Mentoring & Technical Support: a. Mentored junior engineers on Unitrends hardware and software. Utilized remote diagnostic tools to identify and resolve customer issues promptly. 3. Customer Training & Empathetic Service: a. Trained customers on equipment usage to minimize service issues. b. Established empathy with customers, providing personalized service aligned with business drivers and expectations. 4. Problem Resolution & Systems Engineering: a. Handled support calls, assigned severity levels, and initiated case resolution workflows. b. Resolved product support questions, anticipated issues, and performed systems engineering for Unitrends technology. Show less

  • L2 Customer Support Engineer

    Aug 2023 - now

  • L1 Customer Support Engineer

    Aug 2022 - Aug 2023