Steven Pool Email & Phone Number

Greater Seattle Area

Responsible for day to day activities on multiple large and complex MPS accounts with 5000+ print devices and software solutions. Implemented new processes as well as automated existing ones to improve work efficiency.Managed and trained onsite technicians.Managed customer satisfaction escalations and requests.Responsible for regular reporting such as strategic and quarterly business reviews to both the customer and to HP management.Built and maintained customer relationships at IT Director and CIO levels.Managed P&L of customer agreements by implementing cost reductions and forecasting future revenue.

Hewlett Packard

Configured devices for and supported Job Accounting, Secure Pull Printing, Digital Send Software, and Web JetAdmin.Provided leadership and support for subcontracted team members.Spearheaded a plan to improve toner inventory and ordering management and parts ordering control.Worked within strict time scales, elevated incidents within defined time windows, and proactively identified performance issues and solved technical problems on assigned hardware.Worked effectively in a multicultural environment to maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met by responding to service, product, technical, and customer relations questions.Performed routine maintenance, high level repairs and configured a wide range of HP multi-function devices.

Supported Warner Brothers and Disney doing desktop repairs, moves, and installs.Supervised and trained four technicians doing warranty repair for Hewlett Packard’s Service Delivery Partner program.Supervised two technicians and established protocols for the migration of LaptopRepair.com.

Coordinated & supervised parties numbering up to 600 including multiple large parties at the same time consisting of weddings, corporate events, and private functions.Managed and trained a staff of 13 servers and bartenders.Held office hours, took sales calls, and conducted tours.Maintained standards of fine dining.

Operated main gun on M1A1 tank.Performed maintenance, preventive maintenance checks, and services on turret components, weapons, and communications equipment and supervised subordinates in performance of those daily duties.Observed safety protocols and assisted the tank commander in training tank crew.Served as a peacekeeper in the Balkans and maintained a safe and secure environment for fellow soldiers and civilians.Provided security for the command group officers and high profile dignitaries while they conducted missions in a high threat environment.