Jonathon Wagoner Email & Phone Number

Puyallup, Washington, United States

• Formatting, processing, and controlling 200+ print orders weekly, scheduling jobs effectively to optimize machine usage and meet 100% of KPIs, schedules, and objectives.• Directing numerous large-scale print projects annually, managing resources and assets efficiently to meet 100% of deliverables for district-wide initiatives.• Directing maintenance and troubleshooting, establishing an effective equipment maintenance program to propel uptime to 99.9%.• Taking the lead in onboarding, training, and coaching 4+ new hires, providing ongoing support to build capacity, and growing department productivity.• Advocating for and implementing new policies, procedures, and best practices, catalyzing operational efficiency.

Kent, Washington, United States

• Headed day-to-day operations and coordinated the delivery of IT support services to business clients across Oregon and Washington, driving revenue, operational efficiency, quality, and customer satisfaction.• Architected a robust framework of processes, SOPs, and best practices conducive to efficient and cost-effective operations.• Recruited and led a multidisciplinary team of 40+, defined performance goals and targets, tracked KPIs and metrics, and inspired team members to meet 92% of SLAs.• Handled critical and escalations, providing prompt and decisive resolutions while scrutinizing data to identify root causes, develop corrective measures, and avoid future occurrences, boosting customer satisfaction.• Managed a $1,800,000 annual budget, lowering operational expenses by 10% without impacting service quality via strategic procurement and optimized logistics and scheduling.• Strengthened strategic partnerships with vendors and suppliers to source supplies and tools, enhancing service offerings and creating competitive advantages.• Partnered with the leadership team in establishing new enterprise-wide procedures, evolving service standards, reducing costs, and improving response times.• Nurtured long-lasting relationships with key decision-makers within client organizations, maintaining a 100% retention rate and enabling repeat business.

Kent, Washington, United States

• Provided thought leadership and support to 100+ technicians across the US in servicing and maintaining printing equipment for clients.• Established schedules, prioritized issues, and allocated resources efficiently to improve SLA and customer satisfaction, gaining recognition as a top performer.• Standardized company processes and introduced new tools and technology, reducing troubleshooting timescales, downtime, and escalations by 20%• Orchestrated nationwide project and overhauled printing equipment across the Boeing enterprise, leading a team of 10, managing all assets and resources across the 360-cycle, and delivering 12 weeks ahead of schedule.• Gathered and analyzed data from field teams, uncovered product issues, and partnered with Xerox staff to develop solutions, creating two Xerox product innovator parts.

Served on-site at Boeing Portland, provided support to 1000+ users, troubleshot and repaired printers, directed large-scale equipment configuration and upgrade projects, and consistently exceeded performance goals, receiving numerous customer commendations and special performance awards.