Sam Rosa
About Sam Rosa
Sam Rosa serves as the Incident Management Team Lead at Black Box Network Services, where he has been instrumental in designing training protocols and managing client escalations since 2020. He has a background in incident management, having previously held roles at Populus Group and experience in customer service at Netflix.
Current Role at Black Box Network Services
Sam Rosa serves as the Incident Management Team Lead at Black Box Network Services, a position held since 2020. In this role, he is responsible for overseeing incident management functions and ensuring effective resolution of client escalations. He acts as a second-level point of contact for clients, vendors, and service partners, facilitating communication and problem-solving. His responsibilities also include monitoring and reporting on inventory and shipping issues, which are crucial for the rapid deployment of network infrastructure, including SDWAN devices and Mobile Broadband routers.
Previous Experience at Populus Group
Prior to his current role, Sam Rosa worked at Populus Group as an Incident Management Team Lead for Black Box Network Services from 2020 to 2020. He also held the position of Incident Management Specialist from 2018 to 2020. In these roles, he contributed to incident management processes and developed strong working relationships across various organizational levels. His experience at Populus Group provided him with a solid foundation in managing incidents and client interactions.
Customer Service Background at Netflix
Before joining Populus Group, Sam Rosa worked as a Customer Service Associate at Netflix from 2015 to 2017. This role involved direct interaction with customers, where he developed skills in customer relations and service management. His experience at Netflix contributed to his ability to handle client escalations effectively in his subsequent roles.
Education and Training
Sam Rosa studied General Studies at the State of California, achieving his G.E.D. from 2002 to 2006. This educational background provided him with foundational knowledge and skills that support his professional endeavors in incident management and team leadership.
Training Protocol Development
In his current position at Black Box Network Services, Sam Rosa plays a key role in designing and implementing training protocols for both new and existing employees. This responsibility underscores his commitment to fostering a knowledgeable workforce capable of effectively managing incidents and enhancing service delivery.