Robert Last Location
- Cleveland, OH, US
Robert Last Work
- 2025 -now Retired @ Retired
- 2021 -2025 IT and Problem Manager @
- 2018 -2021 Manager, IT Client Services @ Inogen, Inc.
- 2018 -2018 Freelance Writer @ Personal
- 2013 -2018 Manager of Support Desk Services @ Travel Centers of America
- 2011 -2013 Consultant @ RSL Associates
- 2010 -2011 Director of Research and Content @ Contact Center Association
- 2004 -2010 Consultant @
- 2001 -2003 Family Obligations @ Family
- 2001 -2001 Manager of Client Services @
- 1997 -2001 Consultant @
Robert Last Education
- Axelos
ITIL Foundations Certificate, Version 3 (ITSM)
2017-2017 - Help Desk Institute
Certified Support Center Director (Customer service and support in a technical environment)
2009-2009 - Help Desk Institute
Certified Support Center Manager (Operations Management and Supervision)
2008-2008 - Help Desk Institute
Knowledge Centered Service-I (Knowledge Management)
2007-2007 - Cleveland State University
B.A. (Urban Studies)
- Cleveland State University
M.A. (History-American)
- Axelos
IT Infrastructure Library (ITIL Version 4)
2021
Robert Last Skills
- Strategy
- Service-Level Agreements (SLA)
- Service Delivery
- Project Management
- Information Technology
- Management
- Performance Management
- Customer Experience
- Service Desk Management
- Service Desk Metrics Programs
- Quality Assurance Programs
- Research
- Writing
- Instructional Design
- Training Delivery
- Disaster Recovery/Business Continuity Planning
- Choosing Technology for Help Desks
- Mentoring & Coaching Service Desk Personnel
- Lauching Service Desks
- Providing 24/7/365 service
- ITIL
- ISO 20000
- COBIT
- CMMI for Services
- Computer Security-Social Engineering
- Table-top Exercises
- Train-the-trainer Programs
- Balanced Scorecard
- Sarbanes-Oxley Act
- Cross-cultural Communication Skills
- Global IT Operations
- Help Desk Support
- Service Desk
- Training
- Business Services
- Metrics
- Quality Assurance
- Troubleshooting
- System Administration
- IT Service Management
- Incident Management
- Technical Support
- IT Management
- Knowledge Management
- Software Documentation
- Disaster Recovery
- Active Directory
- Team Leadership
- Vendor Management
- ITIL Foundations
- Cross Cultural Communication Skills
- PowerPoint
- Windows Server
- Mentoring And Coaching Service Desk Personnel
- Business Analysis
- Table Top Exercises
- Train the Trainer Programs
- Microsoft Office
- Microsoft Excel
- Sarbanes Oxley Act
- Computer Security Social Engineering
Robert Last Summary
- Robert Last, based in Cleveland, OH, US, is currently a Retired at Retired. Robert Last brings experience from previous roles at Jones Day, Inogen, Inc., Personal and Travel Centers of America. Robert Last holds a 2017 - 2017 ITIL Foundations Certificate, Version 3 in ITSM @ Axelos. With a robust skill set that includes Strategy, Service-Level Agreements (SLA), Service Delivery, Project Management, Information Technology and more. Robert Last has 3 emails and 3 mobile phone numbers on RocketReach.
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