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:E-mail [email protected] :Address12440 Alameda Trace Circle,, apartment 2138, Austin, Texas, 78727

Bachelor's of Arts August 2003 — June 2008

Dell Storage February 2016 — Present

Dell Compellent June 2012 — February 2016

NCO Group February 2011 — June 2012

NCO Group October 2009 — February 2011

NCO Group August 2010 — October 2010

Kyle Robinson

Education

University of Akron

Work experience

Enterprise Technical Support Senior AnalystDuties Include

Remote troubleshooting of Customer systems as it pertains to the Dell Storage Area networkAssisting on site technicians with installs, hardware replacements, and troubleshooting visitsGaining knowledge including but not limited to: VMware, Hyper-V, Microsoft Server, ISCSI, Fiber Channel,Disaster Recovery, SQL, AIX, Linux, RAID, Datacenter logistics, and Storage Administration

Enterprise Technical Support AnalystDuties Include

Remote troubleshooting of Customer systems as it pertains to the Compellent Storage Area networkAssisting on site technicians with installs, hardware replacements, and troubleshooting visitsGaining knowledge including but not limited to: VMware, Hyper-V, Microsoft Server, ISCSI, Fiber Channel,Disaster Recovery, SQL, AIX, Linux, RAID, Datacenter logistics, and Storage Administration

Applecare Tier Two SupervisorDuties Included

Delivering disciplinary actions to offending agentsCoaching agents on team of up to 25 Tier Two agents (empathy, call handling, technical skills)Administrative duties (attendance, merit reviews, metric monitoring)Developing and presenting custom performance plans for each agent

Customer Service Representative IIDuties Included (in addition to Tier Two Duties)

Workforce management via EWFM interfaceCall queue monitoringEditing of Agent schedulesOn call fill-in duty for absent Supervisors

Kyle Robinson 1

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NCO Group Oct 2009 — August 2010

Alliance One October 2008 — June 2009

Tier Two Applecare Technical Support AgentDuties Included (in addition to Tier One Duties):

Receiving escalations from Tier One AgentsSalvaging frayed customer relationshipsTroubleshooting upper level or sensitive technical issuesDetermining situation for CSAT (customer satisfaction) based replacements

Tier One Applecare Technical Support AgentDuties Included:

Learning entirety of Apple iOS line and appropriate troubleshooting methods for resolving various technical issuesencountered by each productDocumenting customer issuesEscalating difficult technical/ customer service issuesstaying within Apple's stated performance metrics for call length, empathy, and after call work

Accounts Receivable AgentDuties Included

Learning FACS, Alliance One's proprietary account management serviceManaging and maintaining current statuses and payment histories of upwards of 75 financial accounts at oncePlacing outbound calls to and skip-tracing delinquent accounts while abiding by state specific laws and nationalregulationsPlaced into Manager in Training programAll statistical goals reached each month for entire tenure

QualificationsCertifications:

ComptTIA Storage + Powered by SNIA

SNIA Certified Storage Architect

SNIA Certified Storage Engineer

ReferencesWilliam Sarazin

Dell Enterprise Technical Support Senior Analyst

952-270-9720

Matthew Duggan

APAC Customer Service Manager

707-845-5580

Craig Trochinksi

VMS Network Engineer

715-820-1713

Kyle Robinson 2

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InterestsBlondes Versus Brunettes Twin Cities

Defensive Coordinator: Team Brunette

Training, coaching and mentoring Team Brunette players while Fundraising to benefit the Alzheimer's Association

Kyle Robinson 3


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 · 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: the london central mosque trust ltd & the islamic cultural centre

 · 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: 1: the london central mosque trust ltd & the islamic cultural centre