Robert Hook Email & Phone Number

Lenexa, Ks, Us

Dayton, Ohio, Us

o Manage six desktop support technicians, one Linux admin, and one developer/Oracle DBA o Provide IT support services to 580 users and 760 devices via in-person, phone, and chat contact o Delegate assignments, provide training, handle escalation calls and tickets, ensure SLAs are meto Develop knowledge base, create SOPs and “how to” documents, implement process improvementso Plan and manage projectso Maintain direct lines of communication with client IT management and cross functional teamso Provide weekly and monthly reporting on issues, projects, and performance

Dayton, Ohio, Us

Overland Park, Kansas, Us

Created, administered and maintained Regional Active Directory accounts.Patched and upgraded agency servers when required.Performed backup and recovery of all regional data on the LAN.Deployed software to users via BigFix, and created and edited scripts within BigFix for deployment. Managed projects for mass monitor deployment, mass laptop replacement, and organizational restructuring.Performed desktop support as needed.

Vienna, Virginia, Us

Vienna, Virginia, Us

Job Description: Provide project management and support services to CSSS.net IT Services contract at Region VII of the U.S. Environmental Protection Agency and eighteen onsite CSSS.net employees. Scope projects and special requests as needed, estimating time, material, resources, and costs. Develop project plan, assign resources, adjust processes and staffing as necessary, and ensure deliverables and deadlines are met.  Led rollout of Service Desk (application) and Windows 7 (O/S) and served as trainer for both. Led mass laptop computer deployments, replacing roughly 600 new computers over the course of twelve months and providing training to users. Developed documentation and served as trainer for EPA Region VII telework initiative. Responsible for asset management program (acquisition, storage, deployment, tracking, and disposal) for all hardware. Served as main liaison to EPA for asset related functions and coordinated with EPA Property Officer to develop and document region-wide processes for asset and inventory management. Responsible for monitoring compliance as well as documenting and mapping business processes. Developed SOP manuals, emergency action plans, and reference and training materials.

Job Description: Provide project management and support services to Avatar contracts (IT Services and Call Center) at Region VII of the U.S. Environmental Protection Agency. EPA Region VII IT Services Contract, April 2009 – April 2010. Same duties as listed above with CSSS.net  EPA Region VII Call Center Contract, November 2008 – April 2010. Managed and monitored daily operations of EPA Region VII Call Center in accordance with contracts and statements of work, provide support to EPA staff, and identify opportunities for continuous improvement. Developed training materials, SOPs, and emergency action plans. Served as direct liaison to client for all issues. Handled escalation calls for agents. EPA Region VII Administrative Support Contract, January 2009. Managed special project for litigation support involving email discovery and document conversion/management. Coordinated 430 hours of labor over a five day span. EPA Region VII Records Center contract, October 2007 – April 2009. Managed and monitored daily operations of EPA Region VII Records Center, providing services including records maintenance, document management, scanning/imaging, electronic record keeping, database maintenance, and publication of official records and notices. Directly responsible for fourteen employees.

Boston, Massachusetts, Us

Job Description: Managed and controlled projects for the district, both on-site and off-site, in the most cost-effective and customer-satisfying manner by leading and coaching a high performance team and complying with federal, state, and Iron Mountain regulations. Worked with sales and account management to develop project opportunities and customer solutions. Developed strong internal and external business partnerships. Scoped projects and estimated necessary resources, time, and cost. Assembled project team, created project plan, managed, monitored, and adjusted workflow and staffing as needed, and ensured successful completion of project in accordance with terms of scope. Developed project proposals and participated in presentations to customers. Audited projects and operational reports, as well as compiled summary, billing, and profit/margin reports.

Boston, Massachusetts, Us

Job Description: Managed Customer Service and Data Entry departments for the Kansas City district of the nation’s top information and records management company. Responsible for all aspects of order entry, customer feedback, order confirmation, and customer response, including updates, status inquiries, and account inquiries Ensured prompt and accurate completion of all service requests from customers and met compliance with established contractual obligations. Resolved service failures and invoice disputes. Managed Data Entry department as a profit center, including measuring costs to establish service prices, management of profit margin on all projects, and determining staffing needs for projects. Developed new metrics for assessing data entry performance. Identified development opportunities and provided training to employees in order to improve performance. Increased customer service performance by 40 %  Participated in test groups for software upgrades and system development

London, England, Gb

Job Description: Managed 24 employees, including three supervisors, in a call center providing customer service and collections for retail automobile loans. Responsible for 106,000 active loans and for maintaining a loss goal of $26 million Assessed customer needs and determined solutions that created maximum benefit to the customer and the company. Resolved customer disputes including complaints and escalation calls. Outlined collections strategies and account resolution techniques for employees Used metrics (response time, agent availability, idle time, hold time, duration, abandon rate, etc.) to monitor employee performance as well as call monitoring and review. Provided training and coaching for employees to develop skill sets Approved refinances, reschedules, equity transfers, extensions/deferrals, charge offs, and repossessions for retail automobile loans Provided monthly reporting for unit performance and generated forecasts for delinquency and losses