Robert Keller
Senior Escalation Director at F5
- Role
- Senior Escalation Director at F5
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Robert Keller
I lead efforts to efficiently and effectively resolve mission-critical IT application…
Experience
Senior Escalation Director
Apr 2014 — Present · Seattle, WA, US
Senior escalation manager on a worldwide team, leading development of managed business objectives, software quality improvements with product engineering, and workload balancing and resource management- Represent Fortune 500 customers\' interests to numerous internal organizations, including Product Management, Product Engineering, Support, Quality Council, Marketing- Gather, analyze, and present data representing worldwide escalations, related products, root causes, and make recommendations for improvements- Owner of the escalation process, update formal QMS, and participate in internal and external audits ensuring ISO 9001 certification is maintained for the organization- Direct progress of technical support staff, escalation team, engineering team and all other F5 resources in addressing customer production issues, function as point-of-contact for issue management- Lead in providing postmortem review and analysis quarterly, or as required by internal teams or customers.
Education
Georgia Institute of Technology
Bach. of Aerospace Engineering
Wake Forest University - Babcock Graduate School of Management
MBA
Skills
- Microsoft Technologies
- Start-Ups
- Microsoft Excel
- Pre-Sales
- Data Center
- Software Development
- Project Planning
- Leadership
- Consulting
- Knowledge Management
- Service Desk Management
- System Administration
- Management
- Business Intelligence
- Managed Services
- Business Process
- Integration
- IT Management
- Saas
- Analysis
- Business Process Improvement
- Service Management
- Agile Project Management
- Product Management
- Professional Services
- Project Management
- Service Delivery
- Sdlc
- IT Strategy
- Solution Architecture
- Process Improvement
- Vendor Management
- Microsoft Office
- Security
- Enterprise Software
- Enterprise Architecture
- Requirements Analysis
- Cloud Computing
- Microsoft Word
- Program Management
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