Rob T. Allen Email & Phone Number

Herndon, VA, US

• Service Desk Team Management & Leadership
• 24x7x365 Healthcare-Centric I.T.
• Tier I & II Software/ Applications Troubleshooting and Support
• Process & Workflow Development, Enhancement, and Implementation
• Project Management, Moves/Adds/Changes
• Hardware Break-Fix and Managing Vendor Relationships

• While searching for the best career fit for the next chapter of my life, I provided pro bono consulting during COVID-19 for organizations facing increasing technical business function challenges with pandemic.
• Improving remote work strategies
• Developing strategies and documentation to train and lead remote teams
• Optimizing workflows and Process Documentation Cataloging
• Process automation
• Hardware life cycle managementhttps://leadoutsystems.com/

Virginia Beach, VA, US

• Senior Technical Service Manager for largest healthcare provider in the region executing critical hardware service contracts and delivery process models for the Sentara Break-Fix account. This was one of the largest.
• Managed 40+ remote agents and 6-10 local direct reports. Included agents, technicians, installers, engineers in various roles across Virginia and North Carolina. Included 24x7 on-site support.
• Worked directly with the Service Desk Manager on process improvement, Customer Care Agent training and contracted SLA adherence. Liaison between Managed Services, PMO, Technical Services, Sales and Warehouse operations.
• Developed best practices, training programs and instructed the entirety of technical staff, especially during staff onboarding. Brought a motivational and positive energy to the team.
• Fully accountability for consistently delivering at or near 100% SLA metrics compliance on 6 separate deliverables.
• Day to day operations including headcount balancing, customer and staff escalations, coaching and training, focused SLA management, metrics analysis and reporting, leave approvals, reviews, interviews, and.

Virginia Beach, VA, US

• Project Manager and Field Service Manager for the second largest customer in the organization’s history.
• Managed 10-20 direct reports across 3 teams in the execution of multiple contracts. Included Call Center/Service Desk Agents, Break-Fix Technicians, Engineers, Project Analysts and other Technical Service.
• Managed the Call Center, Desktop Support, Hardware Break-Fix and Project Delivery Teams and all related processes, procedures and metric deliverables.
• Maintained key high-level vendor relationships to support various hardware and software platforms.
• Worked with Professional Services/Managed Services on Change Management planning.
• Project Management with the City’s I.T. Procurement, Asset Management, Engineering and Project Management teams to run their computer and asset replacement projects.

Virginia Beach, VA, US

• Field Service Engineer and Supervisor servicing over 200, K-12 public schools and administrative sites across Southeastern, Virginia. Executed Warranty, Maintenance and Computer Refresh Contracts.
• Led a team of 10+ technicians with varying abilities. Delivered day to day technical and logistical assistance, coaching, training for the team and provided consulting services to our sales staff and customers.
• Performed troubleshooting and warranty or billable repairs on HP and Dell PCs & Thin Clients, HP, Lexmark and Dell printers, plotters, wide-format printers and peripherals.
• Serviced HP and Dell computers, HP, Lexmark and Dell printers, plotters, wide-format printers and peripherals.
• Procurement, imaging, prepping, delivering and installing computers, thin clients, printers, servers, mobile laptop carts and Cisco routers for installation projects to support Lifecycle Management and Refresh plans.
• Corporate Trainer for CompTIA A+ and Network+ Certifications. Responsible for syllabus creation, creating process manuals and providing classroom and web-based instruction. Students had a 99% first-time Pass rate with.

Chesapeake, VA, US

• Gold Star and Volunteer coordinator responsible for the development of programs and processes to deliver effective, ethical and targeted resources to families of fallen military members.
• On-boarded and interfaced with new and existing families throughout various stages of the notification process and grief.
• Worked directly with DoD, Nonprofit and For-Profit organizations to build resource networks to benefit families.
• Built a Gold Star intake and long-term care database using various systems and tools such as Constant Contacts, SharePoint, Office365 and Microsoft Office Suites.
• Planned and coordinated large special events to honor and empower combat wounded warfighters and Gold Star Families.
• Trained with Navy Chaplains and Casualty Assistance Officers to build soft skills necessary to be effective.

Continuing Education, Leadership Best Practices

Graduate - Leadership Development Group, Professional And Personal Development

Emerging Information Technology Studies And Leadership And Management Training

Microsoft & Comptia Boot Camp, Nextech/ Ecpi Partnership - Computer/Information Technology Administration And Management

Certification, Mechanical Drafting And Hvac Design