Robert Zane

System Engineer at Exostar
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Contact Information
us****@****om
(386) 825-5501
Location
Leesburg, Virginia, United States, US
Languages
  • English Native or bilingual proficiency
Skills

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Credentials

  • MTA - Cloud Fundamentals
    Certiport France
    Dec, 2017
    - Nov, 2024

Experience

  • Exostar
    • Software Development
    • 100 - 200 Employee
    • System Engineer
      • Sep 2018 - Present

      Support technical operation support of systems comprising Exostar’s major products. Review, Implement, and maintain multiple applications and supporting technologies to ensure service delivery. Provide expert level troubleshooting, research, and resolution of application stack issues. Schedule, plan, and perform periodic scheduled maintenance to ensure systems are operating at optimal levels. Key Achievements:  Maintaining and deploying industry leading Saas/Cloud… Show more Support technical operation support of systems comprising Exostar’s major products. Review, Implement, and maintain multiple applications and supporting technologies to ensure service delivery. Provide expert level troubleshooting, research, and resolution of application stack issues. Schedule, plan, and perform periodic scheduled maintenance to ensure systems are operating at optimal levels. Key Achievements:  Maintaining and deploying industry leading Saas/Cloud solutions  Working collaboratively across multi-disciplinary teams as an operational subject matter expert on multiple applications

    • Application Administer
      • Mar 2017 - Sep 2018

      Provided administrative duties to support the following applications Identity and Access Management (IAM), Multifactor Authentication, and Secure Collaboration Solutions (SharePoint 2013). Executed Operations Standing Operating Procedures (SOP) to help determine root cause analysis (RCA). Key Achievements:  Follow procedures and processes to maintain accuracy and timeliness of administrative functions  Must consistently meet Service Level Agreements (SLA), goals and… Show more Provided administrative duties to support the following applications Identity and Access Management (IAM), Multifactor Authentication, and Secure Collaboration Solutions (SharePoint 2013). Executed Operations Standing Operating Procedures (SOP) to help determine root cause analysis (RCA). Key Achievements:  Follow procedures and processes to maintain accuracy and timeliness of administrative functions  Must consistently meet Service Level Agreements (SLA), goals and deadlines  Present Exostar’s Customer Support Process to New Customers  Document and maintain troubleshooting procedures to help cross-train members of the team

    • Customer Success Consultant
      • Aug 2016 - Mar 2017

      Worked with Exostar’s strategic customers to help drive adoption and improve the overall user experience. Maintained a strong understanding of Exostar products to be able to speak on relevant features and system updates that align with the customer’s business needs. Acted as an advocate by representing their issues and feedback to Product Management. Key Achievements:  Developed a Customer Relationship Management tool for the Customer Success team.  Collaborated with the team… Show more Worked with Exostar’s strategic customers to help drive adoption and improve the overall user experience. Maintained a strong understanding of Exostar products to be able to speak on relevant features and system updates that align with the customer’s business needs. Acted as an advocate by representing their issues and feedback to Product Management. Key Achievements:  Developed a Customer Relationship Management tool for the Customer Success team.  Collaborated with the team to create a customer roadmap.  Provided training and token forecasting for Exostar’s ProviderPass product.

    • Product Operation Specialist
      • Feb 2016 - Aug 2016

      Direct multiple projects to guarantee operational functionality and client satisfaction. Act as primary contact for escalated customer issues. Build and nurture relationships with end customers and subscribers. Oversee daily operations, including operational delivery support, product release support, product demonstrations, and integrated customer support. Deliver high-impact technical training to staff. Secure and retain accounts by creating and presenting product demonstrations to multiple… Show more Direct multiple projects to guarantee operational functionality and client satisfaction. Act as primary contact for escalated customer issues. Build and nurture relationships with end customers and subscribers. Oversee daily operations, including operational delivery support, product release support, product demonstrations, and integrated customer support. Deliver high-impact technical training to staff. Secure and retain accounts by creating and presenting product demonstrations to multiple stakeholders. Identify customer issues and provide step-by-step troubleshooting. Spearhead initiatives to improve processes and resources while adhering to quality and maintainability guidelines. Key contributor on multiple projects, including cross-functional product requirements, change request decisions, working groups with users, and on-site operational reviews. Communicate with customer Help Desks and resolve technical issues. Manage service level targets, and regularly report data to internal stakeholders. Key Achievements:  Orchestrated ongoing operational meetings for high-value customer accounts, including biweekly meetings to resolve concerns and process enhancement requests.  Trained new team members to drive productivity and service quality.  Developed and implemented process improvements encompassing new procedures that helped resolve customer issues faster.  Increased SLAs for an identity proofing project that grew the company’s two-day turn around compliance percentage from 78% to 91%.

    • Customer Support Representative
      • Sep 2014 - Jan 2016

      Delivered high-quality customer support and resolved an array of technical issues, including security credentials, online applications, Single Sign-On interfaces, online support cases, and email mediums. Updated, merged, and resynced accounts within NetSuite. Acted as main point of contact for identity proofing product release, and responded to customer inquiries. Collaborated cross-functionally with multiple departments and partnered Help Desks to resolve high-severity issues. Delivered… Show more Delivered high-quality customer support and resolved an array of technical issues, including security credentials, online applications, Single Sign-On interfaces, online support cases, and email mediums. Updated, merged, and resynced accounts within NetSuite. Acted as main point of contact for identity proofing product release, and responded to customer inquiries. Collaborated cross-functionally with multiple departments and partnered Help Desks to resolve high-severity issues. Delivered technical training for agents on Share Point 2013 and PKI products. Key Achievements:  Promoted to unofficial title of T1 Escalations member within six months after date of hire.  Drove customer loyalty by providing excellent service and step-by-step troubleshooting procedures.

  • Intratek Computer Inc.
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Service Desk Technician
      • Aug 2013 - Sep 2014

      Communicated with users to identify, diagnose, and resolve Tier 1 issues in a call center environment. Delivered technical support for SD systems, SD applications, personal computer software, personal computer hardware, local network, internet, and new computer technology. Obtained Public Trust Security Clearance Key Achievements:  Met or exceeded company service quality and productivity goals.  Trained new employees to guarantee high-quality customer service. Communicated with users to identify, diagnose, and resolve Tier 1 issues in a call center environment. Delivered technical support for SD systems, SD applications, personal computer software, personal computer hardware, local network, internet, and new computer technology. Obtained Public Trust Security Clearance Key Achievements:  Met or exceeded company service quality and productivity goals.  Trained new employees to guarantee high-quality customer service.

  • Secor Group
    • Dulles, VA
    • Warehouse Worker
      • Jun 2008 - Aug 2012

      Worked Summers between schhool years. Worked Summers between schhool years.

Education

  • Northern Virginia Community College
    Associate's degree
  • Radford University

Community

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