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Senior-Level Operations Management

  • High-performing technology operations-management executive with expertise in building/optimizing organizational processes, measurement systems, and infrastructure to maximize business results in product and service operations worldwide.
  • Skilled strategist who transforms strategic plans into workable solutions and benchmarks performance against key operational targets/goals.
  • Cisco, ComTIA and Microsoft certified with extensive scope of responsibility, proven success, and track record of delivering optimal results in high-growth environments through initiatives that exceed operational performance targets and yield measurable outcomes including:
  • operational improvements
  • improved customer retention
  • reduced product-development time
  • cost reductions through improved process performance
  • productivity gains
  • revenue growth

Areas of Expertise

  • Customer Service Process Analysis
  • Strategic Planning and Leadership
  • Organizational Design and Development
  • Productivity and Efficiency Improvement
  • Project Planning/Execution
  • Customer Satisfaction
  • Process Analysis and Redesign
  • Contract Negotiations and Contract Creation
  • Performance Management
  • Revenue Goal/Growth Attainment
  • Training and Leadership Development
  • Problem Solving
  • Decision Making
  • Product Planning and Implementation
  • Automation Tools
  • IT Infrastructure and Equipment Management

Experience

2008 – Today

Advanced Internet Technologies, Inc. is a privately-held Fayetteville, North Carolina firm specializing in providing mission critical data center infrastructure to application, platform and website hosting clients around the world ranging from small to medium sized companies and organizations to Fortune 500 businesses, state and federal government entities.

Chief Operating Officer

Responsible for all technical and operational assets including sales, marketing, customer service and call center responsibilities, technical support, systems administration, network and systems engineering and application development. Technical organization serviced over 10,000 customers on a 24×7 basis for various technologies ranging from web servers and database servers to internet access and connectivity. Developed partnerships with technology companies that provided services to AIT customers. Partnerships saved AIT money on infrastructure, while providing services that AIT customers could use and resell.

2002 – 2008

Vice President, Operations and CIO

Responsible for all technical assets including, technical support, systems administration, network and systems engineering, and application development. Assisted in company attaining Inc 500M award twice and Deloitte and Touche Fast 50 award twice. Implemented new customer service metrics for managers in several departments increasing efficiency and customer retention. Decreased customer churn by 2% to company goal. Implemented a VMware ESX environment with a consolidation ratio of 100:1, decreasing costs and saving the company millions in hardware expense and infrastructure management. Interviewed, evaluated and hired engineers, administrators and other technical personnel. Managed software licenses for the entire organization, including service provider licensing models.

2000 – 2002

Sales Manager and Subsidiary COO

Responsible for developing a highly motivated team of outbound sales executives for aggressive sales initiatives. Created a team of 24 sales representatives focused on new market share sales. Created a system of technical training for sales executives allowing the company to shorten the training cycle for sales representatives for quicker ROI. Consistently managed new customer growth to above industry standard levels. Directed the sales strategy for competitor targets and developed strength and weakness analysis for sales campaigns.

1998 – 2000

Customer Service Manager

Responsible for day to day technical support operations. Managed a group of up to 40 individuals on a 24×7 shift rotation. Modified shift work by employees to accommodate customer needs during peak hours, yet provide employees with desirable schedules, while still providing 24×7 coverage. Assisted in creation of company’s proprietary trouble ticket system and implemented new procedures to increase responsiveness to customer inquiries. Developed company intranet server with storage of company information and tools for use in servicing customers. Developed internal help library and knowledge base, which included answers for technical issues, along with a series of internal training documents.

1994 – 1998

Summer Route Sales

Employed as a Summer Route Salesperson; responsible for collecting and safekeeping up to $3000 per day, performed customer service; responsible for inventory on truck. Also employed as Warehouse personnel; organized products within warehouse, implemented a system of delivery to sales people; worked with other warehouse personnel as a team to increase efficiency in new plant.

Education & Skills

1994 – 1998

Methodist College

Bachelor of Science in Business Administration, Methodist College, Fayetteville, NC.

Microsoft Certifications

Microsoft Certified Professional – MCPID 3628074

CompTIA Certifications

CompTIA A+, Network+, Security+, Server+ – ID COMP001005749395

SAIR Linux Certifications

SAIR Linux Certified Systems Administrator

Technology Systems Experience

VMware ESX/vSphere (9 years), LAMP stack (10 years), VPN (10 years), Cisco IOS (8 years), LAN/WAN (10 years), Cisco Call Manager (16 years), Red Hat and CentOS Linux distributions (10+ years), Windows Server (10+ years), TCP/IP (15 years), DNS (16 years), General Networking (16 years), WordPress (6 years), SMTP server troubleshooting (10 years), NFS/NAS (10 years), Perl (10 years), PHP (8 years), CSS (5 years), HTML (16 years), CSS3/HTML5 (2 years), MySQL (10 years), MS SQL (15 years), PCI Compliance (10 years), HIPAA Compliance (3 years), Microsoft Office (20 years), Key Account Management (17 years), KPI creation (10 years), License management (10 years), Contract negotiations (15 years), Internet marketing (10 years), IoT (2 years), social media marketing (8 years), Salesforce (2 years), SugarCRM (7 years), Experience with API technologies and platforms (5 years), Agile development methodology (15 years)

Connect

Direct

mroberts@mroberts.us
(910) 273-8385

References Available Upon Request

Resume for Michael Roberts