Robert Cormier, CSM, CSPO

Onboard, coach, and mentor software engineers and product owners Facilitate scrum events and organization meetings Coordinate peer review for annual performance reviews and deliver feedback Empower problem-solving and lead roadblock removal efforts Develop and drive team metrics to improve client experience and team performance

Interview, hire, coach and develop support analysts Manage inbound flow of support requests Provide functional processes allowing for prioritization of critical incidents Coordinate with interdepartmental staff to achieve client goals Coordinate and organize resources for internal discussion and meetings with clients Work directly with clients to record and document current and future business practices Interact with development and quality assurance resources in relation to actively worked project and support items Task tracking and interaction with on-site project managers and heads of office Provide oversight to Support Team for several brands, products, and clients Support Analyst for two of PCI's myRevenueSystem Suite clients Perform software testing and version updates prior to client implementation Resolve active client incidents and further PCI client relations Provide day-to-day support through phone and email for PCI clients Navigate, backup, and restore SQL servers and databases as needed

Lead top ranking retail stores in a fast-paced, competitive, customer-service oriented environment. Lead and supported staff ranging in size from 6 to 20 employees, communicating and striving toward sales goals, while maintaining a customer-centric, family friendly place of business. Provided technical advice and support for customers as they explored newly purchased hardware and software. Resolved customer issues, while molding an appreciation for our customers’ business in my team.