Robert Koon Email & Phone Number

Washington, Dc, Us

Palo Alto, Ca, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Elevated to lead as Operations Manager charged with overseeing a district spanning from Northern Virginia to Maine. Directs all daily operations while also administering senior leader and management coaching and development, process standardization and workflow optimization, customer relationship management, and account management. Sets and establishes service and delivery quality targets while confirming key performance indicators are consistently achieved. • Leads a team of 12 Specialist Subject Matter Experts and the Manhattan logistics team while guaranteeing sound operations.• Spearheads district reporting and performance metric tracking while managing to P&L.• Partners with individual managers to manage and review P&L in an effort to rollup district numbers.• Directed 51 field technicians during an ongoing IT transition assignment with Macy’s; served as an interim manager for 4 months to 32 field technicians; efforts required synchronization with primary role. • Transformed Unionized service delivery in a complex labor environment within New York City; engaged in contract negotiations with IBEW while mitigating organizing efforts and managing Teamsters contracts. • Coached and developed 14 territory managers responsible for a total combined headcount of 670+ employees.

Atlanta, Georgia, Us

Promoted to direct and supervise a territory comprised of 45+ field technicians. Monitored both group and individual objectives to ensure alignment with company strategies. Built and sustained relationships with key customers and served as an advisor and strategist on service and service delivery options including maintenance and service level agreements. Performed root cause analysis and preventative measures for repeat escalation situations while offering problem resolution. Conducted hiring and onboarding initiatives while monitoring performance improvement opportunities and offering coaching and development. Ensured proper resource management and utilization.• Championed all daily operations and field service business spanning a $12M territory.• Collaborated with BCG to create company best practices formulated off of the team’s success. • Executed upon change management initiatives to improve efficiencies, processes, and productivity; results delivered a highly profitable service model.

Atlanta, Georgia, Us

Transitioned into role to hold responsibility for field technician responsibilities while offering advanced knowledge and coaching to team members. Serviced electromechanical equipment within the assigned territory of Washington DC while keeping customers completely assured and satisfied. Oversaw hardware maintenance, network management, multi-vendor maintenance, and software support. Unleashed highly developed manual and technical skills while building positive working relationships with colleagues and leaders.• Invited to participate in the NCR “Shining Leader Development Program” in Atlanta, Georgia.• Gained certification in ATM, Retail, and Networking.• Engaged in service calls for AT&T, Cisco, and Veritas in addition to addressing issues with proprietary NCR ATMs and POS/Back Office equipment. • Managed a team of 40+ field technicians and drove for superior performance; efforts resulted in the transformation of the DC team from the bottom performer to being recognized as the #1 major market for service delivery in FY15.

Atlanta, Georgia, Us

Onboarded to provide service and customer support during field visits and dispatches. Managed all on-site installation, maintenance, repair, and test tasks. Diagnosed errors or technical problems and determined proper solutions. Produced timely and detailed service reports to Operations Manager while documenting processes in the customer database. • Cooperated with technical team members and shared information in a cross-functional environment.• Comprehended customer requirements and made appropriate recommendations.

Responsible for handling tickets related to varied national support contracts that ranged from consumer PC setup to structured cabling and network installation. Developed and retained local business contracts while leading large installation projects simultaneously. Acted as lead technician, trainer, and project manager.• Owned 50% of the organization; managed and led 8-9 direct reports.• Superintended all hiring, training, and professional development initiatives for remote and field technicians.• Successfully secured the company’s first 5 figure project centered on delivering a Sprint call center cabling and video solution.

Virginia Beach, Va - Virginia, Us

Information Technology Coursework

Biomedical Engineering Coursework