Ronald Eberhard Email & Phone Number

Coram, Ny, Us

70 Suffolk Court, Hauppauge, Ny

Leading the professional services transformation of the Managed Services division, reporting to the Vice President of IT Operations, Staffing and Healthcare Services. Manage all IT support functions and single point of contact for escalations for 24x7x365 Managed Services division. Oversee all ITIL-service delivery and end-to-end professional services performance. Established KPIs to monitor success and continuously evaluate customer feedback to enhance model on an ongoing basis. Pivotal in entire sales cycle including writing proposals and pricing solutions. Supported industries include Health Care, State & Local Government, Education and Corporate. Managed 20 staff members supporting 74 locations and ~$5M budget.ORGANIZATION TURNAROUNDTook over Managed Services division turning it around into a streamlined, skilled and sustainable organization.CUSTOMER-FOCUSEDIncreased customer satisfaction rating to 4.8/5 points by improving customer service and reengineered staffing model.EFFICIENCY DRIVERDrove Managed Services process efficiencies to lowest average open ticket counts in a 18-month period, reducing number of tickets by 73%.MANAGED SERVICES EXPERTCreated Managed Services proposal/RFP response template and pricing methodology – resulting in the largest Managed Services contract in company history – $1M.GROSS MARGIN GAINSDeveloped new Managed Services pricing strategy – increasing gross margin 30%.SLA EXPERTIncreased SLA compliance by 20% within three months, while reducing open, aging tickets to meet SLA compliance after developing new Service Desk policies/procedures holding the team accountable with metrics.

70 Suffolk Court, Hauppauge, Ny

225 Liberty Street, Nyc

Provided project leadership, technical guidance, team performance, quality assurance and management reporting throughout the project life cycle of Time's NYC HQ IT desktop asset relocation and monitor replacement project.• Successfully relocated 4,000+ users IT related assets• Minimized user downtime by mitigating potential issues and affecting sound decisions as issues arose• Implemented corrective actions to alleviate future risks due to vendor performance issues

New Hyde Park, Ny

Assisted in management of Service Delivery operations while company went through a restructuring phase to ensure timely service and customer satisfaction was maintained. Assumed ownership and accountability to expedite timely resolution to aged issues, reduced outstanding Field Service and Help Desk requests, and analyzed operational data and procedures to develop and implement efficiencies, improve overall performance and customer satisfaction.• Reduced outstanding Field Service requests by 57% and Help Desk requests by 32% within 3 weeks• Created IT & Sales dashboards for staff to monitor, report on and address KPIs to drive excellence and service• Analyzed metrics data and procedures allowing implementation of refined and new organizational and customer service efficiencies• Conceptualized and created revenue generating proposal and presented to the owner and Director of IT

Long Island, Bronx, Brooklyn, Westchester And Connecticut

Providing desktop support and project management for Cablevision entities in Long Island, Bronx, Brooklyn, Westchester and Connecticut, reporting to the Sr. Director of End User Computing Services. Business units supported: Optimum Cable, Lightpath, Madison Square Garden, Knicks basketball, Rangers hockey, Radio City Music Hall, AMC Networks and Newsday. Managed 25 geographically dispersed employees/15 contractors supporting 62 locations/10,000+ users ~$5M budget.During my tenure, I lead the following functional areas: Desktop Support, Service Desk, Project Management, Asset Management, Change Management, Procurement, White Glove C-Level Support and Mergers and Acquisitions• Supported CEO office and home technology – reduced travel related issues 92% and office/home issues 87% through proactive support• Created departmental metrics/KPIs to track performance and identify improvement areas• Reduced desk side visits by 45%+ through increased remote support• Earned 'Pride in Performance Award' by identifying problem trend then reducing incident 68% in 3 weeks• Condensed 285 printers to 28 and implemented automated ticketing - saved $600K+ first year, maximized uptime and reduced Help Desk calls by 78%• Wireless Device Clean Up/Rate Optimization - resulted in ~$1M savings 1st year and estimated $225K each additional year through rate plan optimization• Implemented Dell and Apple Self-Maintainer program - staff trained and certified to perform warranty repair – improved uptime to 94% within 1 day - generated ~$500K annually• Managed Call Center PC reimage/replacement, PC Refresh and new Call Center build out projects• Key project manager in upgrading 14,000 units from Win XP to Win 7 and Win 8.1• Managed deliverables on O365 e-mail conversion - Introduced ‘zero-touch’ PC readiness solution saving ~4,400 man hours• Managed deliverables for systems integration and support transition for acquisitions of Rainbow, Bresnan Communications and Clearband/OMGFast!

Hauppauge, Ny

Responsible for all aspects of the successful operation and administration of the office.