Customer Service Management

ROBERT SANOFF

516-***-**** *********@*****.***

https://www.linkedin.com/in/robertsanoff

Levittown, NY 11756

Qualified for role as:

CHIEF TECHNOLOGY OFFICER

VP OF INFORMATION TECHNOLOGY

DIRECTOR OF INFORMATION TECHNOLOGY

Information technology executive with farsighted vision and the ability to chart direction and set standards for all technology-related activities. Leadership in ensuring IT strategy is “born” from the needs of the business units and supports productivity and profits. Excellent project and people manager. Expertise includes:

Business Needs Evaluation Cost & Feasibility Analysis Infrastructure & Capacity Planning Budgets & Expense Controls Resource Management Dashboards & Metrics Project Management Quality Assurance Data Security & Business Continuity Planning Vendor Contracts & Negotiations Processes & Procedures Development Team Development, Team Leadership & Work Flows

PROFESSIONAL EXPERIENCE

TEQUIPMENT (TEQ), Huntington Station, NY

Chief Technology Officer 2010 – 2015

Chief Operations Officer 2008 – 2010

Vice President of Services 2006 – 2008

Tequipment is a reseller of interactive “whiteboard” instructional technology used in K-12 classrooms as well as higher education. The company enjoys a strong regional reputation and considerable sales within the metro NY geographic (annual revenue in the tens of millions).

Reporting to the CEO and owner, became this growing company’s first CTO a position necessitating significant vision, leadership, and a deep understanding of the best practices in business technology solutions.

Built the operational structure and human capital of the IT Department, conceptualizing a logical and workable framework for day-to-day responsibilities and long-term projects in support of internal operations. Created well- defined roles with two direct, managerial reports managing the work of 10 additional IT employees, including business analysts and database administrators.

Launched IT initiatives and rectified many technology challenges as the business grew from a small start-up into a substantially larger company with 250 employees. Used Business Process Management (BPM) strategies to analyze human-to-system and system-to-system needs and then conceptualized and engineered IT architecture and workflows. Deployed MS Project and SharePoint and assigned project leaders based on skill sets.

Project managed the entire physical and functional build-out of a 525 sq ft scalable datacenter establishing layout, primary and backup power supplies, and fire detection and suppression systems. Crafted the design with 75 servers and data services integration layer (SAP BI). Deployed new Transaction Processing System (TPS), Customer Relationship Management Systems (CRM), Management Reporting Systems

(MRS), and inventory/procurement control systems.

Designed and implemented the company’s first Business Continuity/Disaster Recovery Program with offsite backups and multi-tiered redundancy.

Upgraded email servers, appliances, wireless systems, and business software.

Standardized all hardware, software, and peripherals across the organization.

Decommissioned and virtualized 25 servers, diminishing datacenter footprint, energy demands, extending the life of older applications, and reducing hardware vendor “lock in.” Project managed the effort, which was completed in six months using HyperV.

Established a variety of metrics/KPIs with automated dashboards to evaluate system and employee performance and set goals for each business requirement. (For systems: uptime, bandwidth, CPU utilization, memory utilization, hard drive capacity, backup success/failures, and intrusion detection. For employees: sales and customer service outreach and effectiveness.)

Page 1 of 2

ROBERT SANOFF

Page 2 of 2

Actively managed a $2M IT operating budget. Conducted judicious cost analyses related to purchasing decisions and continually made both bold and basic decisions to reduce expenses.

Managed/negotiated vendor contracts for new equipment, software licensing agreements, and technology consulting services. Revisited contracts regularly for service satisfaction and value.

Purchased reconditioned servers, switches, and firewalls from trusted vendors without sacrifice to quality.

Deployed open source software when possible and evaluated and selected high-quality, robust technologies that were value-priced (Web CRM One 2.0 as compared to salesforce.com and Asterisk phone system rather than Cisco).

Overhauled the Help Desk IT ticketing system with three levels of support and dashboard functionality to allow KPI analysis of service metrics. Personally served as an additional resource for Level III service needs.

Developed and implemented policies for cyber and data security. Created permission levels and monitored employees’ internet usage.

Served on two executive committees with C-suite and director-level colleagues. Offered expertise in the dovetailing of business plans with the IT function. NYC DEPARTMENT OF EDUCATION, New York, NY

Instructional Technology Specialist (Region 9) 2003 – 2006 Assistant Director of Technology (District 79) 2002 – 2003

Managed the physical technology needs as well as the instructional technology needs for thousands of users

(teachers, administrators, and students) within as many as 67 physical locations.

In a consultative fashion, provided assistance to decision makers regarding budget allocations for technology. Evaluated existing assets and made recommendations for the purchase of servers, routers, switches, wireless access points, computers, laptops, printers, whiteboards (SMART Boards), and software.

Oversaw millions in grant fund spending in support of hardware, software, and technology training at 300+ schools.

Designed and delivered staff development training for computer technicians, administrators, and teachers, including installation and programming of hardware and software. Conducted staff development meetings to assist technology teachers and coaches on the integration of technology into the curriculum.

Maintained websites and Learning Management System (LMS), inclusive of online course registration and calendar.

Provided remote technical support and troubleshooting for hardware, software, Internet, and telecommunications issues.

TOURO COLLEGE & UNIVERSITY, New York, NY

Adjunct Professor 2006

Taught the course Networking in Education Environment II, providing theoretical and practical knowledge in how information flows throughout a Local Area Network on a Wintel platform.

Developed curriculum encompassing installation of operating systems, viruses and malware protection, setup of workgroups, domains, and accounts, authentications and permissions, backups and imaging, and disaster recovery.

EARLY CAREER

Technology Director, 1998 – 2002. JULIA RICHMAN EDUCATION COMPLEX, New York, NY Technology Educator, 1997 – 1998. WILLIAM E. GRADY HIGH SCHOOL, New York, NY Interim Acting Assistant Principal, 1996 – 1997. GRAND STREET CAMPUS, New York, NY Vocational Technical Educator/Computer Coordinator, 1992 – 1996. EASTERN DISTRICT HS, New York, NY EDUCATION

MA, Computers in Education, LONG ISLAND UNIVERSITY/C.W. Post Campus, Brookville, NY BS, Technology Education, STATE UNIVERSITY OF NEW YORK AT OSWEGO, Oswego, NY

Contact this candidate