Christopher Robinson
- Role
- IT Systems Support Specialist at IBM
- Location
- Durham, NC, US
- LinkedIn followers
- 500 followers
About Christopher Robinson
Information Technology Professional with 16 years of cross-platform experience providing…
Experience
IT Systems Support Specialist
Jan 1998 — Present
Recently Transitioned in 17 accounts/ 78 systems within a 2 month KT go live period. Teamlead (AS400/iSeries) responsible for a team of 3 who maintain 27 internal/external accounts which consists of 125 systems. Resolved /Closed 11 key issues and completed 12 projects in a timeframe of 4 months as part of a team that improved customer satisfaction. Assisted with the transition of an account for a major Global manufacturer of health care products into ITD/SSO Raleigh on an aggressive 3 month timeframe. Maintaining 0 missed SLA\'s since Dec. 2007 Contributed to a Significant Improvement in Process/Change Management in 2 months per the Customer Scorecard feedback across the ASPAC/NA and Global marketplace. Participated in the development of a 31 item action plan which included the migration from manual tasks to automation on a new system within 2 months. Improved delivery metrics while securing additional revenue for IBM for the J&J account. Provides cross-platform (Mainframe) coverage during times of staff shortages. Participates in the transitioning/detransitioning of accounts while maintaining training of other specialists. Responsible for the accuracy of team member\'s time claimed, updating account skills matrix and charged with scheduling vacation when requested. Extensive involvement in the problem/change management process on a daily basis as it pertains to upgrades, system backups, system restores, maintenance and the overall performance of the system. Diversified range of experience as it pertains to the types of systems being supported.(i.e. Manufacturing, Distribution, Financials, Medical, etc). Recipient of several awards from customers (ITD Quality Award), tech support and colleagues throughout the years.
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