Robert Blackman Email & Phone Number

United States

Middletown, Ri, Us

Responsible for the business development of KVH Industries CommBox Edge and related services.

Kgs. Lyngby, Dk

Itasca, Illinois, Us

⦁Assisted in preparation of VSAT business for sale and played a major role in migration to Large Maritime VSAT player.⦁Liaised with existing VSAT bandwidth providers to close out business while maintaining a good relationship for future collaboration.⦁Assisted with preparation of sale of Cellular and L-Band business.⦁Managed largest Distribution, channel and direct partners (Top 25). Included weekly reviews, sales and deployment forecasting, onboarding, training and deal closure.⦁CRM based forecasting and tracking customer needs via dashboards.⦁Worked closely with CTO and development teams implementing customer needs. Including creation and development of partner portals.⦁Implemented cadence meetings with Tech, dev and sales departments for channel and product development.⦁Sought new channel partners including cold calling, lead generation via market research and reawakening existing leads that had been dormant.⦁Worked closely with the CFO and Finance department on outstanding AR and AP.⦁Weekly reporting to executive teams.⦁Managed vendor relations for external support contract(s).

Itasca, Illinois, Us

As Director - Technical Operations I am responsible for the K4 NOC, Tier 2 support, Field services and Technical training.

Itasca, Illinois, Us

Technical Operations lead responsibilities include working with the Engineering and Development teams to improve product and customer support. Implementing scalable support, training and field service processes and procedures.

Seongnam-Si, Gyeonggi-Do, Kr

I was promoted to Senior manager and appointed a Support Desk (Help Desk) Manager and a TS Manager for Field Service. Increased department capabilities with Tiered support system. Recruited skilled personnel from Intellian overseas branches (South Korea & The Netherlands) to increase America's technical abilities, supported and orchestrated relocation for those staff. Implemented new procedures and policies to improve customer satisfaction. Setup a new Helpdesk structure for improved response times. Was a major contributor to adoption and rollout of Salesforce.com Field Service Lightning and Service Cloud.⦁ Increased team form 5 to 11 headcount and implemented matrix reporting structure. Set KPIs for the entire department that filtered down to ensure company goals were met. Lead staff regular staff reviews to keep on track and managed most staff remotely with occasional visits to branch offices.⦁ Managed two other managers and acted as an escalation point for them to HQ Product management and R&D.⦁ Worked regularly with other Intellian global entities to ensure customers were serviced seamlessly.⦁ Regularly hosted meetings with top tier customers to ensure satisfaction, relay VOC and feedback ideas/product improvements.⦁ Negotiated and executed several MSA/SLA with major customers, including resident engineer contracts and annual preventative maintenance contracts.⦁ Took America's TS department revenue from $75k to $900K per year.⦁ Added special service agreements and consignment stocks into South America to cut down support and logistics lead times for the region.⦁ Was a key contributor to Saleforce.com improvements and implementation.⦁ Implemented and managed RMA process and customer warranty claims.

Seongnam-Si, Gyeonggi-Do, Kr

Duties were as per the TS Manager role but I relocated and performed the role remotely from Pennsylvania.

Seongnam-Si, Gyeonggi-Do, Kr

In addition to the Field Service manager role I was responsible for overseeing Americas TS department, consisting of: Help Desk, Field Services, Training, Service Coordination and technical support. Responsible for all personnel recruitment, department OPEX and Revenue. Ensuring Intellian maintained excellent customer service and product reputation.⦁ Regular customer meetings and all-hands meetings.⦁ Escalation point for all field service and support desk activities in the region.⦁ Monitor case intake, time to respond, time to resolve and time to close for the support desk.⦁ Directly managed team of five (1x Coordinator, 2x FE and 2x Support desk)⦁ Adhere to customer SLA’s.⦁ Manage America's training schedule for customers and partners.

Seongnam-Si, Gyeonggi-Do, Kr

Responsible for heading up field service team and managing day-to-day field engineer relationship, ensuring high success rate and maintaining OPEX budget. Services consisting of; break-fix, system installation & configuration, training, build & commissioning. ⦁ Recruit, On-board, Manage and supervise Internal field service personnel.⦁ Maintain high standards and success rate on all service jobs.⦁ Discover, negotiate and on-board new service partners (sub-contractors) to the Intellian program.⦁ Manage the field service job allocations with the in region service coordinator for the most efficient and cost effective schedule, while maintaining customer satisfaction.⦁ Analyse personnel utilization and jobs costs via salesforce.com dashboards and reporting.⦁ Report to the Global TS director in the EMEA region all Premium Account field service activities and escalate any issues as needed.⦁ Maintain Field service budget as a whole, including; salaries, outsourcing, individual job cost, consumable/part costs and expense approvals for individual FE’s.⦁ Process subcontractor accounts payable and ensure partners adhere to approval processes.⦁ Work with the financial team upon job wrap up to invoice any applicable services to the customer.⦁ Manage the allocation and inventory of TS spare parts, replacement modules and tools in collaboration with the operations team.⦁ Adhere to customer SLA’s and MSA for Field Service success.⦁ Set and measure KPIs for the Field Service department to work toward company goals.⦁ Work closely with counterparts in APAC and EMEA regions due to the fact most customers were mobile sites and could require handover from one region to the next.

Relocated to South Florida to set up a new corporate office for Livewire Connections in the Yachting Capital of the world Fort Lauderdale. ⦁ Business Management; Incorporation, Licenses, insurances, banking, payroll, facility management and all aspects of forming and running the US entity for the UK parent business.⦁ Recruitment of staff and continuous training.⦁ Remotely managing the existing support team in the UK.⦁ Pre and Post sales technical support.⦁ Account management; cold calling, onboarding new customers, frequent customer meetings, quoting, selling and invoicing of hardware, software and support services.⦁ Onboarding of new suppliers to the portfolio of the US company.⦁ Project management for new installations and refits.⦁ Installation, commissioning, preventative maintenance and corrective maintenance at customer sites.⦁ P&L, Budgeting and inventory control for the US entity.

I was promoted within Livewire Connections to head up the engineering team, which consisted of 3 engineers and myself. I managed engineering/support requests and worked closely with the Project management team and sales force. Focusing mainly on new project builds for yacht’s in excess of 40 meters/130 ft, with IT Network installations grossing over $1million. ⦁ Responsible for escalated Customer support, Field services and in-house IT infrastructure.⦁ Day-to-day management, training and mentoring of three support engineers.⦁ Recruitment of technical personnel.⦁ Evaluation of technical team including 6 monthly individual reviews and goal assessment.⦁ Customer meetings onsite and remotely.⦁ Project manager and lead project engineer on many new installations or refits.⦁ creation of technical documentation including GA’s, Visio layouts, workscopes, project gantts and handover documents.⦁ Lead VSAT and TVRO SME for the company.⦁ Liaise with suppliers/customers, sourcing equipment, creating purchase orders and managing the works orders up to invoicing stage

As a trained Sea Tel Engineer, authorised to service, repair and install 3 axis stabilised Sea Tel VSAT and TVRO systems that are commonly installed on Ships and Luxury Motor Yachts. The role is very hands on and physical with frequent climbing up of vessel masts to install antennas for GSM, WiFi or for Satellite services. Site health and safety played a key role working with hand tools and power tools at height as well as being mindful of the hazards of RF radiation and obstacles such as radar and VHF antennas.⦁ Design and implementation of complete vessel networks, including servers, Firewalls, UTM’s, Switches, Routers, WAN devices and WI-FI networks.⦁ Installation, configuration and maintenance of all communications and IT equipment on the vessels, from handhelds to the VSAT system and all inbetween.⦁ Installation, termination and patching of UTP/STP copper cable networks. Termination of Coaxial cables such as; LMR-400/600, RG6/11 using various 50 and 75ohm connectors.⦁ Install, configure and provide technical support for lifeline communications systems; such as Fleet Broadband, anti-piracy Iridium solutions, citadel secure or hidden comms and Sat-C terminals.⦁ Troubleshooting of Satcom links across most bands using Spectrum analyser.⦁ Installation and support of software such as Microsoft office, Windows server, Exchange and SDWAN.⦁ Network administrator for the Livewire office.This position required extensive worldwide travel, which I enjoyed and the ability to be self-sufficient and think on your feet. Visiting high profile clients and extremely expensive super yachts requires a level of sensitivity and respect for your surroundings where you are working. Quality and attention to detail is important.

Prowagen Per4mance was an aftermarket parts supplier to the classic car scene. My duties included:⦁ Supplier management, sourcing, Purchasing and inventory control⦁ Website and E-shop design/admin, domain management and graphic design.⦁ Marketing and advertising.⦁ Attending and setup of booth for trade events all across europe.⦁ Customer management, technical advice and selling solutions.

Responsible for day to day support of NHS GP surgeries that utilized the MUMPS software system.Managing critical SLA's and working with the Primary Care Trust to implement more efficient IT systems.⦁ 1st & 2nd line support via phone and email.⦁ Software installation & support.⦁ Support of GP prescription generation and printing.⦁ Support GP surgery for issues entering medical billing codes. ⦁ General deskop and printer support.⦁ Maintaining SLA's, many issues had to be fixed immediately due to patients waiting.

Kenosha, Wisconsin, Us

Sales, after sales support, customer account management and credit/debit control to Automotive Industry clients and individual technicians.

Stamford, Connecticut, Us

1st, 2nd and 3rd line IT support, Operations, administration and desk side support.Windows Server 2000, NT, Novell Netware, Arcserve, Veritas Net Backup, Backup Exec, SQL, Active Directory, AS400, BT meridian phone systems and Avaya Index phone systems. I played a key role in disaster recovery, structuring the whole backup and restore network and keeping critical documentation up to date.

London, Gb

Worked for French Connection, as an IT support analyst, travelling to and from various office, retail & design locations across London, Including the Nicole Farhi and Great Plains offices (Part of the Stephen Marks group of companies).I administered, Novell, NT, 2000, Exchange and Mail sweep servers. I also worked on the help-desk, logging calls and helping users over the phone. One of my duties was place orders for peripherals, software and hardware that we needed in different office branches.AS400 administration; creating users, queues, checking spooled and active files etc.

⦁ 1st & 2nd line support via phone and email.⦁ Administration of Windows NT, VAX/VMS, AS400 and Unix.⦁ Running scripts, backups and changing tapes (DAT, DTS, DLT & LTO).⦁ Bulk/Batch printing, binding and delivery to traders.⦁ Deskside support.⦁ Shift pattern and overnight batch work.

Btec National Diploma, It Applications

Gcse, Various

Computer/Information Technology Administration And Management