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.
• 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.
• 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.
• 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.

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..
• 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.
• 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.
• 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.

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.
• 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.
• 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.