06 Feb 2017

Behind the “Green” Curtain: Robert Ulene

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Providing superior support to our clients is a key differentiator for BMS. We consistently hear from clients that they appreciate the assistance they receive from the team members in the BMS Support Center. You’ve heard their voices over the phone through the years. But who are they? Take a closer look in our continuing series “BMS Behind the ‘Green’ Curtain” where we profile a different BMS team member each month!

This month, meet Robert Ulene—Senior Hardware Technician. Robert is part of the BMS Support Center and helps clients with any issues that may arise with computer equipment and system software:

Q: Describe your role at BMS.

A: I am a Senior Hardware Technician. I help our clients when they have hardware and third-party software issues.

Q: Where are you from originally and how did you get into hardware support?

A: I am a native Californian – I grew up in Southern California and moved to Orange County just before starting high school. I have been involved with computers since the mid-70s when my older brother bought an Altair 8800 computer that had lights and switches with a green text screen. I have worked in many positions over the years managing computer rental companies and a ruggedized laptop company. I also owned an IT company supporting small businesses.

Q: How long have you been working with BMS?

A: I have been with BMS for 4 years now.

Q: Do you go by any nicknames?

A: My coworkers call me ‘Rob U’ because we have several Roberts working here at BMS. I also get called ‘Monster Man’ because I drink Monster Energy regularly, since I’m not a coffee drinker.

Q: What do you love about your job?

A: Solving problems is something I love. I feel a sense of accomplishment and pride when I can solve an issue that a client is having and they can be more productive with their day.

Q: What is a unique challenge you’ve helped a client overcome?

A: I helped a client who was not able to receive email. Initially, I suspected that it may have been a virus on his computer so I scanned his PC for malware but that didn’t resolve the issue. After some detective work, I realized that his email was not working because his own office IP address was being blocked for spam by his ISP (third-party email provider). I asked the company to remove that IP address from their blacklist. This fixed his issue and he was able to get his emails again.

Q: What is the greatest compliment you’ve received from a client?

A: A couple of days later, the above-mentioned client got an automated call from his ISP saying that they had solved his problem. He sent me an email that said that I fixed his issue – not his ISP.

You did well!
P.S. You really know your stuff.

Q: What tip do you think all clients should know?

A: Backup, backup, backup! Also, document your usernames and passwords for access to email, computers, routers and off-site backup in a secure password storage program such as KeePass. Update this information so it stays current if changes are made. This helps if troubleshooting needs to be done or replacement of a device is required.

Q: What’s your favorite part about working at BMS?

A: I like working with my peers. I really feel like we support each other and if I have any questions there is always somebody to help me solve any issue I may come across when working with our clients.

Q: What do you enjoy outside of working at BMS?

A: I enjoy spending time with my family – including my wife and two sons who are ages 13 and 11.  We just got back from a relaxing weekend trip to Big Bear Mountain where we went tubing and played in the snow. I also love sports and enjoy helping to coach my sons in the multiple sports they play. In addition to watching sports and coaching, I also love cars and watching TV.

Q: Share a fun fact about yourself!

A: I started collecting Hot Wheels with my boys several years ago thinking this was something we could do together now, and later they could pass it on to their kids. I got a little crazy about it for a while. I now have over 1500 Hot Wheels and other similar brands!