Jay Robinson

Cell 949-212-4137 Home 949-588-6836

E-mail robinjay1@gmail.com

A focused and energetic Manager of Technical Support/Customer Service with broad ranging experience in diverse industries and a keen interest in supporting the customer’s needs. Extensive experience in Customer Support, Technical support, and problem solving as well as skilled in establishing strong, ongoing relationships with customers and co-workers at all organizational levels and cultural backgrounds. Respected team leader able to set clear goals, and foster cohesiveness in achieving results. Well organized with a track record that demonstrates self-motivation, creativity, and initiative to achieve any corporate goals.

Professional Experience

The Home Depot 2/2015 – Current Retailer of Home Improvement, Construction Products, and Home Services • Assist Customers with question. • Sale of home products and services. • Restock products. Creative Resources Technology Group 8/2014 – 10/2014 IT services such as fully outsourced management arrangements, including full email management, hosted data backup, virtual private networks (VPNs) managed firewalls and monitoring/reporting of network servers/devices • Managed and worked the help desk. • Managed Calendar (for onsite work). • Monitor Customers site for issues.

Smith Micro Software Inc. 10/2005 – 5/2014 Develops/Markets mobile software products, Services, and extensive line of PC software products for business & Home www.smithmicro.com • Managed three teams: Wireless, Graphics, and Consumer. • Grew the Support/Technical/Sales teams from 2 employees to 15 • Reduced Dropped calls to .015% from all time high of 98% • Add Chat to help service the customer base • AT&T etc. customers within a hour MUSTEK INC. 4/2004 – 10/2005 Global provider of Digital Camera, Scanners, DVD Players and Personal Media Players www.mustek.com • Turned the company’s Better Business rating of F to an A+ in 6 months • Managed two teams (Support and Sales) • Reduced company’s drop call rate of 67% to under 5% in 3 months

BMC SOFTWARE INC 10/1994 – 8/2003 A 1.3Billon Global Provider of Enterprise Management Solutions to mange their IT infrastructure from a business perspective. www.bmc.com

Senior Technical Support Analyst (2001-2003) Responsible for support of the product Control-SA: how to, installing, and trouble shooting Handled largest amount of customer cases and highest close rate. Manager of Product Support (1999-2001) Manager selected teams of Level 1 Technical Support Representatives Trained new members of the support teams to get then online in a week

Jay Robinson

Cell 949-212-4137 Home 949-588-6836

E-mail robinjay1@gmail.com Manager of Level Three Support (1997-1999) Hand picked team from the Lead Technical Support Representatives (TSR) to support level 1-3 Trained lower support members in the product lines and how to do customer service better

Customer Service Manager (1997) Managed 4 teams and Call Center of 26 employee Developed new ideas on how to do customer support resulting in lower cost while maintaining existing staff levels. Customer Support Team Supervisor (1996-1997) Monitored and maintained the Vantive CRM tracking system with up time of 24x7. Assist other TSR’s in taking calls and helping with supporting their customers Creating tapes of the software to be sent to the customer Customer Engineer (1994-1996) Taking calls from customers to help support the software Installing/Trouble shooting software and testing new releases

Key Strengths

People Manager Problem solving, Investigation, Research, Escalation and Training Proprietary Software Evaluation, Support and Testing Incident Update and Documentation Phone, Chat, E-mail Support and Customer Care Customer Service and Interpersonal Relations Statistics, Prediction, Graphs, and Database OS Upgrade and System Performance Technical Skills Summary: Vantive/RightNow (CRM) Windows 3.1 to 8 MS Office Apple MAC 10.4.x to 10.10.x SunOS/Solaris HP Unix (HP-UX) IBM AIX Sillicon Graphics NeXT Auspex Pyramid DCOSx & Osx Dec Alpha OSF/1 IBM MVS Sybase Oracle Access Programming Languages: C, PL/1, COBOL, FORTRAN, BASIC Script Languages: Bourn Shell, C Shell, korn Shell, DOS, MVS JCL Internet Anti-virus Wireless Management Trained, evaluated performance, set goals and quality of the new/old employees Created and edited product installation/manual/upgrade/F&Q documents and contributed to the knowledge base

Notable Accomplishments • Achieved consistent customer satisfaction ratings of 4.8 or higher on a 5 point scale by

continuously updating product knowledge, enhancing communication techniques and obtaining 83% resolution rate

• Increased customer care efficiency and customer satisfaction by creating Q&A documents, writing technical instructions, as well as conducting new product research and analysis

• Received numerous company outstanding achievement letters and awards from customers and partners

Jay Robinson Cell 949-212-4137

Home 949-588-6836 E-mail robinjay1@gmail.com

Education / Training /Certification

Associate of Arts in Data Processing (Fullerton College, Fullerton California) Management Training @ BMC Software INC Supervision American Management Association (AMA) Supervisor Skills Series Part 1 & 2 Sun System Administration OSF/1 System Administration NeXT System Administration SGI System Administration

Activity and Affiliation

Technical Support Alliance Network (TSANet) Association of Support Professionals Customer Support Manager Customer Support Professionals Call Center Professionals Customer Service Management Professionals