Jonathan Lyons Email & Phone Number

Washington D.C. Metro Area

Primary duties include the direct and telephone support of Cisco Office VoIP system, support of Apple devices including managing of management software, HEAT LANrev, and facility related issues in our DC and Regional Offices, including coordinating and facilitating the upgrade of the building’s fitness center. • Successfully managed the telecommunications portion of 4 office moves, and the creation of a new office. This included coordinating with vendors to ensure circuits were in place, determining the necessary configuration for the new location, and ensuring all work was completed on time and to corporate standards • Developed training curriculum, conducted end user training as well as provided user support.• Collaborate with our Cisco vendor to assist on problems that arise and make modifications necessary to maintain the functionality of our VoIP system• Managed communications between operational and network administration personnel; acted as a liaison to translate business needs into supportable technical solutions. Lead implementation of company-wide migration of Apple devices from Blackberry. Efficiently managed wireless and phone infrastructure and provided desktop support to eight regional locations.• Realigned and managed AT&T Wireless and Verizon vendor accounts to fit business needs. This resulted in 30-40% lower billing and reduced wasteful usage.• Worked with multiple vendors to negotiate contract and terms, equipment replacement, and service agreements. • Oversaw asset management of all telephone equipment; (VoIP, Land Lines and Cellular). Managed the processing and tracking of Return Material Authorizations (RMA’s) and warranty records.

Annapolis, Md

Coordinate with customers, management, and members of other departments to identify and assign resources to various projects. Meet with project team members and management on a regular basis to review program status. Actively monitor, coordinate and facilitate the entire lifecycle of assigned contractual agreements including delivery, test & acceptance, and post-delivery customer support. Delegate cross-departmental tasks as appropriate to ensure timely resolution of escalations. Provide reports for tracking work flow and other metrics as requested by management.• Contributed and received high recognition by organizing annual SwiftLink User Forum, which is company’s annual corporate event.

Washington D.C. Metro Area

Managed 12 staff employees, supervised daily office operations, and directed new hire working activities. Teamed up with Foundation departments to ensure an efficient work area, and provided customer service to customers, employees and clients.• Developed an office training manual with voice scripts, that resulted in condensed training times from one month to a week.• Earned a letter of recognition from supervisor for exemplary customer service and job performance.

Annapolis, Md

Held lead role in getting monthly customer survey up and running through a project rollout within Department of Homeland Security. Measured effectiveness of communication programs and strategies and tracked product quality and delivery on a weekly and monthly basis. Created reports that analyzed customer care problems and turnaround time and relayed findings to branch leads. Partnered with multiple internal areas and customers, including Lockheed Martin as well as external vendors. • Received verbal recognition, not only handling customer care, but for creating reports that provided information regarding customer problems and timely resolutions.• Analyzed and created metrics used to display weekly and monthly departmental workload statistics which were used to cut down unfinished projects that remained, from 3 months to 3 weeks.

Tempe, Az

Participated in sales strategy meetings, industry trade shows, and internal and external training seminars. Managed the complete sales process which included prospecting, needs analysis, price negotiation and purchase approval, closing and follow-up. This experience afforded me opportunities to gather information, promote products, and expand marketing contact network with small to medium sized businesses.

Scottsdale, Az

I provided exceptional service while increasing service levels. Worked with homeowners daily to resolve potential problems that would detract from Pulte’s mission of developing a “Homeowner for Life”. Worked with multiple internal departments, customers and external vendors to coordinate the completion of independent and team projects. I developed and implemented product-awareness programs to help expand employee and contractor knowledge; I also provided employees the tools to maintain and increase service levels internally and externally for customers.• I was credited with improving customer satisfaction ratings through suggestion, development, and implementation of new conversation tactics and procedures earning numerous Pulte achievement awards for delivery of exceptional customer service.• Contributed to Pulte Homes and Del Webb ranking #1 and #3 respectively in 2005 and #2 and #3 in 2006 on JD Powers Customer Appreciation Survey by leading and organizing 3 customer appreciation events.• Teamed with training manager to create and update reference training documents intended for new hires. My support enabled our division to cut initial training time from three months to six weeks.• Teamed with senior management and conducted focus work groups to design and implement reporting procedures, reducing labor costs and improving customer-satisfaction ratings.