Rob Shoemaker, Pmp®, Itil3® Email & Phone Number

New York, New York, United States

Manages large-scale, low-voltage cabling infrastructure projects across the United States and Canada.• Responsible for overseeing all phases of the telecommunications cabling installation process, ensuring seamless coordination between clients, contractors, and internal teams to meet project objectives.• Deep understanding of structured cabling standards, network design, and installation best practices, including design, implementation, and maintenance of structured cabling systems for data centers, commercial office spaces, and industrial facilities.

Managed implementation over 100 simultaneous projects involving dHCI solutions, storage, servers, and networking devices for commercial and federal customers across the United States and Canada.• Defined project scope, set expectations for customers and partners, and led kick-off meetings with 3-10 Subject Matter Experts (SMEs), clients, partners, vendors, and internal leaders.• Matched technical consultant and engineer skill sets to project requirements, assigning specialists based on availability and expertise.• Assigned roles and responsibilities between the end-customer, partner, and HPE to remove ambiguity.• Ensured customer responsibilities were met, including Data Services Cloud Console (DSCC) setup, rack space, ethernet drops, site access requirements, and COVID protocols.• Reviewed parts orders before installations to identify missing or incorrect items and coordinated corrective shipments, decreasing schedule delays by 20%.• Researched and complied with customer security needs prior to installation.

Alpharetta, Georgia, United States

Served as Project Manager and Account Manager, providing 24/7 project oversight and onboarding, while designing, implementing, and expanding custom solutions based on customers' technical needs across the United States, Puerto Rico, Canada, Germany, and France.• Drafted SOW and RFP for engineer dispatches and lift/material procurement to align with client needs.• Leveraged ServiceNow and Salesforce to establish client specifications with key data, implementing eBonding, managing change orders, addressing issues/problems, and creating processes.• Interviewed and trained new and existing employees to enhance IT services for Fortune 500 companies, facilitating the onboarding of new customers and projects to increase program growth by 75%.• Executed business process change orders and tools to improve service levels by 50%.• Developed 'Get Well Plans' for escalated accounts, reducing issue resolution time by 65% and issue assignment time by 70%.• Acted as a customer advocate, collaborating with escalation processes to expedite in-scope services.• Delivered status presentations to internal leaders, vendors, and customer executive teams.• Managed schedules for presentations and outage rotations at the program level.

Alpharetta, Georgia

Served as Project Manager and Account Manager, providing 24/7 project oversight and onboarding, while designing, implementing, and expanding custom solutions based on customers' technical needs across the United States, Puerto Rico, Canada, Germany, and France.• Drafted SOW and RFP for engineer dispatches and lift/material procurement to align with client needs.• Leveraged ServiceNow and Salesforce to establish client specifications with key data, implementing eBonding, managing change orders, addressing issues/problems, and creating processes.• Interviewed and trained new and existing employees to enhance IT services for Fortune 500 companies, facilitating the onboarding of new customers and projects to increase program growth by 75%.• Executed business process change orders and tools to improve service levels by 50%.• Developed 'Get Well Plans' for escalated accounts, reducing issue resolution time by 65% and issue assignment time by 70%.• Acted as a customer advocate, collaborating with escalation processes to expedite in-scope services.• Delivered status presentations to internal leaders, vendors, and customer executive teams.• Managed schedules for presentations and outage rotations at the program level.

Alpharetta, Georgia

Acted as War Room focal point and leader for a team of over 30 in the United States and Costa Rica.• Developed and delivered a two-week training course for 12 contractors, achieving a 66% increase in service levels.• Compiled a list of best practices and behaviors for specialized team documentation.• Assisted in creating a tool for improved issue management, improving communications by 90%.• Drove backlog incidents forward, implementing an action plan to reduce issue accumulation.• Established a metrics database for MTTR, analyzing data to reduce issue resolution time by 67%.• Created and updated a training notebook to streamline team processes and improve coordination.• Reduced expenses by efficiently managing caseloads, coordinating parts shipping, lift delivery, and engineer scheduling.

Alpharetta, Georgia

Led multi-case logging projects managing 20-100 cases for networking, servers, storage, and software issue resolution for military and government secure site clients.• Delegated tasks to peers and managed communications with stakeholders and customers.• Scheduled onsite engineers and coordinated part orders to secure project sites.

Alpharetta, Ga

Led a specialized team to replace defective HPE Smart Array P430 Controllers in HPE Converged Systems 240-HC and 242-HC StoreVirtual Systems.• Managed high-priority accounts with custom-created processes, catering to customers with specific, fee-based requirements.• Trained and onboarded new employees, identified process gaps, tracked milestones, and evaluated student progress to ensure continued quality of customer support.

Atlanta, Georgia

Agent of the premise, exercising safety and security measures, and controlling access to performers and public officials during large events in the Atlanta area.• Maximizing customer experience while minimizing any threats of safety.• Reacting to high stress situations quickly and efficiently as a team.• Communicating plans articulately to synergize with large groups.

Kennesaw, Georgia

Student administrative assistant in the interdisciplinary studies department with responsibilities of advertising, managing upcoming events, and equipment transportation. • Creation of pamphlet, flyers, and posters for advertising on-campus events.• Maintaining and improving databases to maximize efficiency on a daily bases.• Scheduling meeting times and distributing information for the department and its offered courses.

Bachelor Of Business Administration (B.B.A.), Marketing

Education record