Jeff Koonce Email & Phone Number

Nc, Sc, Ga, Fl

Spearhead development of sustainable, scalable IT security and infrastructure strategies for call center and healthcare startups. Built book of business based on word-of-mouth reputation for concept-to-execution leadership.

Raleigh-Durham, North Carolina Area

Miami/Fort Lauderdale Area

Aligned technology vision with business strategy by integrating company processes with optimal technologies; developed and implemented technology and security initiatives organization-wide. BEST PRACTICES LEADERSHIP Governed processes related to change management, architecture, security, telecommunications, networks, monitoring, media and computer systems. Led strategic technology planning and investment key to evaluation, deployment and management of current and future technology.  Introduced ITIL processes within the Infrastructure and Help Desk departments. INFRASTRUCTURE & AUTOMATION Championed company’s first enterprise-wide disaster recovery and business continuity plan and enhanced security environments that ensured HIPAA compliance.  Automated data feeds and job scheduling processes.

Miami/Fort Lauderdale Area

Designed, directed and deployed a global award-winning voice and data infrastructure utilizing advanced technologies as part of overall strategy that upgraded company to 21st century infrastructure. Promoted ITIL-based policies and procedures that addressed incident, problem and change management.  Implemented a cloud-based ASK system failover along with external SLAs for all cloud-based IT services.  Spearheaded HIPAA-compliant IT security systems, a full-service desk environment following ITIL best practices and a change management system with CAB authorization procedures. Achieved record-breaking 98% uptime that exceeded internal SLA targets via new architecture design and implementation.

Miami/Fort Lauderdale Area

As advisor to Regional CEO retained through five waves of layoffs, built strategy that resolved voice and data issues. VENDOR MANAGEMENT Ensured consistent SLA compliance and quality of service as primary liaison to vendors and service providers.  Directed provisioning and deployment of $30M voice and data technologies, services and hardware assets.PERSONNEL MANAGEMENT Promoted effective change management during Lucent/Alcatel restructuring period and served as final authority on resolution of all Southeast region end user issues.  Reduced size of cross-functional technical teams and led business process analysis. STAKEHOLDER/CUSTOMER RELATIONSHIP MANAGEMENT Exceeded business partner business requirements and drove transparent communications to ensure understanding of complex technical issues and their solutions.  Boosted customer satisfaction ratings for PC, Network and Voice support operations 30% (to 98%) by introducing best-practice procedures and methodologies.