Rob Mayhugh Email and Phone Number
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With over 20 years of experience in supporting infrastructure, products, and customers across various sectors, I am a customer and data driven leader who thrives on delivering excellence and value. As the Sr. Manager, Service Desk at Source 1 Solutions, a leading provider of managed services and IT solutions, I lead a team of 20+ professionals who ensure the highest level of service quality and customer satisfaction for our clients.My core competencies include team leadership, project management, data analysis, process improvement, and vendor management. I have successfully created and implemented deployment plans, software updates, remote diagnostics, SLA and KPI reports, and customer feedback mechanisms that have resulted in significant customer growth, revenue increase, OPEX savings, and SLA compliance. I also hold an MBA with a focus on project management and a PMP certification, which demonstrate my commitment to continuous learning and professional development.
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Sr. Manager, Customer Service DeskSource 1 Solutions Inc Sep 2021 - PresentClearwater, Florida, UsImproved and am maintaining CSAT scores above 99% by engaging directly with customers and using feedback for targeted training and process improvements.Increased on-boarded staff (hired and trained) by 150% during a high-growth period by creating a pipeline of candidates and mobilizing existing staff to provide targeted training plan.Deliver weekly, monthly, and ad-hoc, in-depth metrics for SLA and KPI report discussions: CSAT, Average Response Times, First Call Resolution, Average Speed to Answer, Team Resource Utilization, and more. This includes building custom dashboards for select customers.Successfully launched a managed Smart Hands dispatch project spanning most of Europe with 95% fulfillment rate and generating $5M in annual revenue. Success led to expansions into Africa and South America in 2023-2024, as well as other lanes of business with the customer.Successfully led Source 1’s efforts to become SOC2 certified.
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Manager, Client ComputingJohns Hopkins All Children'S Hospital Apr 2019 - Sep 2021St Petersburg, Florida, UsImproved Customer Satisfaction by 80% by increasing direct customer interaction and providing follow-up on all survey feedback not achieving the highest satisfaction levels.Increased on-time service delivery by 100% by implementing tracking reports and follow-up with cross-functional support teams.Successfully managed on-time completion of Win7-to-Win10 migration for 5,500 devices in a production environment, in addition to several iterative Win10 releases.Accomplished reimaging of 1,300 devices in a 6-month period, during COVID-19, in support of EMR system conversion (Cerner to Epic).Implemented self-sustaining hardware refresh program to maintain integrity of client systems. -
Sr. Manager, Customer & Product SupportVerifone Aug 2011 - Nov 2018New York, Ny, UsReduced service dispatches by over 50% and reduced mean time to repair (MTTR) by over 75%, by enabling remote product diagnostics and software deployment, saving $1 million+ OPEX annually.Improved SLA compliance by over 70% in less than one year. Created data analytics, trending, and reporting using Business Objects, Tableau, and Excel.Reduced time to deploy software fixes by 75% by project managing break-fix actions and assisting clients with software deployment schedules and rollouts.Created Tier 2 Field Support Team. Worked directly with end-user customers to triage and resolve issues and provided lab and beta support reducing deployment times by 50%. -
Sr. Manager, Identity & Access ManagementEricsson Sep 2009 - Oct 2010Kista, Stockholm, SeImproved internal customer response times by 100% in less than one year by improving customer point of entry, customer acknowledgement, and workflow processes.Achieved $1 million+ annual savings by initiating projects for process improvement, automation, and new toolsets for management and auditing of 60,000+ devices and 2 million+ user accounts.Held a CISSP certification as well as several SANS security certifications during this assignment. -
Sr. Manager, Network Security (Sprint Nextel)Sprint Nextel Jul 2007 - Sep 2009Overland Park, Kansas, UsIncreased customer satisfaction from 90% negative, to 90% positive, in four months by creating and executing daily scorecards to measure and report performance in near real timeOptimized training budget and saved 90% of approved funding by negotiating entry into the SANS Institute’s Work Study Program, resulting in multiple team certifications.Earned my CISSP certification as well as several SANS security certifications during this assignment. -
Sr. Manager, National Technical Assistance Center (Sprint Nextel)Sprint Nextel Aug 2005 - Jul 2007Overland Park, Kansas, UsIncreased data center and core services availability from 99.9% to 99.99% by standardizing event-handling processes, enhancing coverage for unplanned events, and score-carding performance.Slashed $50 million for fiscal years 2007 through 2009 by renegotiating vendor maintenance contracts, reducing vendor reliance, and taking internal ownership.Project managed a corporate effort to move 12 existing data centers into 8 new facilities over a five-month period, with no customer impact. Completed the project ahead of schedule and under budget.
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Director, National Technical Support (Nextel)Sprint Nextel May 2000 - Aug 2005Overland Park, Kansas, UsEvangelized first AMBER Alert notification delivery system for mobile devices. Recognized by National Center for Missing and Exploited Children, who lobbied and succeeded in having all wireless carriers implement.Increased data center and core services availability from 99.95% to 99.995% using key data and creating the “Focus on Customer and User Satisfaction (FoCUS)” scorecard, measuring and reporting hardware, software, and vendor performance using Six Sigma methodologies.Recognized for this work by Cisco Systems and was invited to San Jose, CA to present to a national conference of Cisco Account Managers.
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Manager, Network Management CenterAerial Communications (Now T-Mobile) Nov 1996 - May 2000Achieved buildout of the first GSM network in the United States. Supervised centralized Network Management functions, completing such tasks as buildouts, hardware, software and configuration for the NSS, BSS, and OMC. Created technical training manuals for new employees.
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Area Technical ManagerMetrocall May 1989 - Nov 1996Accountable for all field service operations for Metrocall's Shenandoah Valley region, and subsequently the Western PA region. Constructed the Pittsburgh regional network from the ground up, to include locating all building and tower sites, negotiating leases, and managing all logistics related to ordering, delivery, and installing equipment.
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Electronics Technician / Radio LeadWhite House Communications Agency Jun 1987 - Jun 1989UsSelected to serve with the White House Communications Agency (WHCA), supporting and traveling with the President and Vice President of the United States.Traveled extensively with then Vice President George H. W. Bush during the 1988 Presidential campaign, spending 4 months aboard Air Force II, and logging over 230 days of travel during the year. -
Electronics TechnicianU.S. Navy Jan 1983 - Jun 1989Washington, Dc, UsServed tours of duty aboard the USS Virginia (CGN-38) and with the White House Communications Agency (WHCA) during the Reagan/Bush and Bush/Quayle Administrations.
Rob Mayhugh Skills
Rob Mayhugh Education Details
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Saint Leo UniversityProject Management -
Saint Leo UniversityComputer Information Systems
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Stop At NothingExecutive Leadership & Self-Awareness
Frequently Asked Questions about Rob Mayhugh
What company does Rob Mayhugh work for?
Rob Mayhugh works for Source 1 Solutions Inc
What is Rob Mayhugh's role at the current company?
Rob Mayhugh's current role is Sr. Manager @ Source 1 Solutions | Service Desk Management.
What is Rob Mayhugh's email address?
Rob Mayhugh's email address is ro****@****int.com
What is Rob Mayhugh's direct phone number?
Rob Mayhugh's direct phone number is +181361*****
What schools did Rob Mayhugh attend?
Rob Mayhugh attended Saint Leo University, Saint Leo University, Stop At Nothing.
What are some of Rob Mayhugh's interests?
Rob Mayhugh has interest in Building Effective Teams, Seeing My Employees Succeed.
What skills is Rob Mayhugh known for?
Rob Mayhugh has skills like Integration, Data Center, Process Improvement, Vendor Management, Strategy, Management, Wireless, Telecommunications, Leadership, Team Leadership, Project Management, Outsourcing.
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