ROBERT BURNS

Directed daily technical support functions, ensuring continuous service operations and maintaining high satisfaction levels for critical NASA systems.

Collaborated with cross-functional teams to resolve complex technical issues, upholding stringent service level agreements for mission-critical applications.

Contributed to strategic planning and operational reviews, aligning support initiatives with broader organizational objectives for enhanced efficiency.

Oversaw the management of a diverse portfolio of technical support cases, ensuring timely resolution and strict adherence to established protocols.

Implemented best practices for incident and problem management, contributing to streamlined support workflows and improved resolution metrics.

Provided expert technical guidance and mentorship to support engineers, fostering a culture of continuous learning and advanced problem-solving.

Managed and mentored a geographically dispersed team of 20+ Technical Support Engineers across Ireland, U.S., India, and Costa Rica, fostering a high-performance culture.

Reduced Time to Resolution (TTR) for critical App Volumes software defects by 15%, collaborating with engineering teams to enhance product stability and decrease outstanding issues by 10%.

Developed and deployed customized dashboards using Salesforce CRM, improving case distribution efficiency by 20% and enabling data-driven insights for continuous process optimization.

Spearheaded the successful adoption and integration of new support technologies, enhancing service delivery efficiency and simplifying complex technical challenges for both engineers and end-users.

Cultivated robust cross-functional relationships with senior leaders and technical stakeholders, delivering data-driven insights that improved process transparency and strategic alignment.

Consistently surpassed performance targets across key metrics, refining processes and integrating standardized practices that aligned with the wider support model.

Diagnosed and resolved complex technical issues for VMware Horizon View and vRealize Automation, ensuring minimal downtime and high user satisfaction.

Collaborated with senior engineers to escalate and address critical system defects, contributing to root cause analysis and long-term solutions.

Streamlined triage processes for incoming support requests, improving initial response times and efficient routing to specialized teams.

Oversaw all financial record-keeping, invoicing, and administrative tasks, improving data accuracy and operational efficiency.

Managed office supplies and equipment, optimizing resource allocation and reducing administrative costs.

Coordinated with sales and warehouse teams to streamline order processing and ensure timely delivery of products.

Founded and scaled a retail business over 11 years, achieving an average annual revenue growth of 10% through strategic market positioning and effective customer engagement.

Managed all operational, financial, and marketing aspects, including inventory management and sales strategy, ensuring sustained profitability and business continuity.

Recruited, trained, and led a dedicated team, fostering a customer-centric culture that significantly enhanced brand reputation and loyalty within the local market.

Provided exceptional customer service, assisting clients with product selection and resolving inquiries to enhance satisfaction.

Managed inventory and maintained appealing store displays, contributing to a well-organized and inviting retail environment.

Processed transactions accurately and efficiently, supporting daily sales operations and contributing to store revenue goals.

Operated and monitored production line machinery, ensuring adherence to quality control standards and operational efficiency.

Maintained a clean and organized work environment, contributing to workplace safety and productivity.

Collaborated with team members to meet daily production targets and ensure timely output of finished goods.

Developed and maintained strong client relationships within an assigned territory, consistently meeting and exceeding sales quotas.

Conducted product presentations and demonstrations, effectively communicating value propositions to prospective customers.

Analyzed market trends to identify new business opportunities and expand product distribution channels.

Managed incoming and outgoing inventory, ensuring accurate stock levels and efficient warehouse organization.

Prepared and processed orders for shipment, contributing to timely and accurate product distribution to clients.

Operated warehouse equipment safely and efficiently, adhering to all company safety protocols and procedures.