Robert Kenefick Email & Phone Number

Shelby, Michigan, United States

Responsible for development and leadership of an agile SaaS Implementation team.Responsibilities included:· Daily supervision of Project Management team.· Facilitate project management methodology.· Continuous process review and improvement.· Resource allocation and management.· Lead high value projects.· Meet with customers to capture detailed customer requirements and resolve issues as needed.· Participate in project retrospectives.Accomplishments include:· Successfully implemented agile implementation methodology for new customer onboarding.· Evaluated and implemented new project management software platform.

Troy, Michigan, United States

Managed IT lifecycle service program delivery. Initiated, planned, executed, and closed projects for Lifecycle Services customers. Maintained and strengthened customer relationships. Worked with customers to develop and implement best practices.Responsibilities included:• Subject Matter Expert for IT Asset Lifecycle Services product and processes, including material handling, inventory management, device imaging, and just-in-time end-user IT asset delivery.• Led on-site customer rollouts of Lifecycle Services, including physical inventories, go live support, customization, and IT hardware refreshes.• Led remote and on-site customer focus groups, vendor teams, and project teams.• Created and delivered training materials for sales and field support teams.• Managed team of six direct reports responsible for local hardware distribution projects.• Facilitated multi-location rollouts and knowledge transfer to customers and consultants.• Supported asset management tool integration• Worked with Sales and leadership on product enhancements.• Led company move from local, server-based infrastructure to web-based solutions for ERM, CSM, and Travel and Expenses.• Staffed field support teams and directed the activities of geographically dispersed field technicians responsible for project support at customer sites throughout the US.• Managed relationship with vendors.• Assisted customers with the development and implementation of policies, processes, and procedures.• Supported customer tool selection processes.Accomplishments included:• Lead initiative with software development partner to create and maintain a custom ServiceNow application for hardware inventory tracking.• Developed and implemented a scalable multi-site hardware distribution model utilizing ServiceNow and AssetTrack software for global electronics manufacturer.• Developed, staffed, and delivered a repeatable physical inventory solution for Fortune 500 Financial Services Customer.

Troy, Michigan, United States

Established and maintained relationships with high value customers. Managed customer portfolio data. Identified, developed, and implemented growth opportunities within and between organizations. Responsibilities included:• Acted as customer advocate within the organization.• Negotiated MSA, SOW, and other contractual documents.• Maintained large customer portfolios. • Worked with teams to forecast upcoming needs and identify additional revenue growth opportunities.• Developed and tracked strategic plans, lead regular account review sessions, and maintained action item backlog. • Created and maintained customer specific continuous improvement plans.• Used effective data analysis and sales strategies to increase profitability. Accomplishments included: • Successfully identified and won large State Contract with annual revenue in excess of $1.5 million• Supported top revenue generating accounts, maintaining top customer service scores.

Troy, Michigan, United States

Partnered with both internal and external customers to analyze existing policies, processes, and workflows and identify gaps or inefficiencies. Developed and implemented best practices in IT Hardware Asset Management.Responsibilities included:• Consulted with customers on the development and implementation of policies, processes, and procedures.• Supported customer tool selection processes.• Supported asset management tools including ServiceNow and AssetTrack.• Developed and implemented a customizable and scalable multi-site hardware asset distribution models utilizing ServiceNow and AssetTrack software.• Partnered with Sales, Finance, and Warehouse Operations to develop enhanced reporting and scheduling capabilities.• Created and delivered training materials for Sales, Delivery, and Field Support teams.• Developed process manuals for various delivery solutions.• Created a new customer billable chargeback program using enhanced system reporting and analytics. • Led process team to revise internal policies and customer implementation practices.• Partnered with leadership, product, and account teams on requirement gathering. • Worked with Sales, Support, and Operations on product revisions and process improvement.• Led ISO 14001 and 9001 process documentation efforts.

Troy, Michigan, United States

Identified, developed, and implemented growth opportunities within and between organizations. Managed client portfolio data.Responsibilities included:• Identified and submitted public sector bid opportunities.• Managed RFP/RFQ response.• Assisted Sales teams with new lead assignments, reporting, and scheduling. Accomplishments included:• Successfully identified and won large Stete contract with annual revenues in excess of $1.5 million.

Worked with sales teams to grow lead generation and identify new business development channels.Responsibilities included:• Worked with sales team to streamline existing sales channels.• Documented gaps in current business development processes.• Identified lead generation solutions.

Midwest Region

Provided project leadership and high level analytical expertise for telecommunication network convergence projects. Responsibilities included:• Managed the requirements gathering process, implementation plans, and timelines.• Developed fulfillment, logistics, resource allocation/planning, equipment configuration, deployment, training, and support plans.• Coordinated the creation of training material and collateral.• Developed distribution and training schedules.• Lead on-site execution of deployment and training plans.• Subject matter expert for healthcare, and manufacturing projects. ·• Coordinated and oversaw the requirements gathering process for large Nextel Direct Connect Implementations and Land Mobile Radio (LMR) replacement projects.• Led product development and test initiatives for radio accessories and java based data applications.

Farmington Hills, Mi

Provided customer service and proactive management of complex projects for National Strategic Accounts. Responsibilities included:• Hosted account review sessions with clients and internal support teams.• Proactively met with clients to address concerns and issues.• Provided project leadership during implementation process.• Interfaced with internal and external stakeholders to coordinate efforts.• Contributed to revenue growth and lower churn levels.• Planned and facilitated end user and administrative training for new equipment and services.

Farmington Hills, Mi

Maintained sales support and training for general business sales team. Responsibilities included:• Coordinated with Sales Managers to plan and support monthly sales initiatives.• Facilitated monthly new product sales training classes.• Provided technical system support for large sales transactions.• Supported Account Executives in customer facing meetings and presentations.

Southfield, Mi

Offered customer facing service and support to individual and business customers at a walk-in service and repair center. Responsibilities included: • Customer Support and Issue resolution.• Customer satisfaction enhancement.• Order fulfillment.• Billing and system support.• Equipment repair.• Escalation Resolution.