ROBERT B. MCKEAN

Waltham, MA ***** 617-***-****

LinkedIn: www.linkedin.com/in/robert-mckean

Email: ad2g52@r.postjobfree.com

REGIONAL SERVICE DELIVERY MANAGER AND ENGINEERING MANAGER

Dedicated Regional Service Delivery Manager and Engineering Manager with career expertise in conducting effective improvements in client’s Information Technology. Collaborative professional skilled in delivering client satisfaction through quality IT services for a portfolio of clients across multiple industries. Adept in providing leadership and support of critical business process improvements. Expertise in the Information Technology industry leading executives to make strategic technology decisions that align with their business goals. Highly adept at handling various responsibilities by prioritizing tasks, establishing clear deadlines, and finding creative solutions to eliminate obstacles.

PROFESSIONAL EXPERIENCE

RBM Consulting September 2023 - Present

Consultant

Lead and provide day-to-day operations of on-site and remote IT support, including provisioning end-user services such as help desk, applications, cyber security, and networking technical support.

Performing Information Technology Assessments making recommendations to Senior Management for improvements to their infrastructure for an automotive supply firm.

Creating Disaster Recovery procedures and recommending security practices.

Leveraging industry best practice to identify and resolve issues as well as fulfill end user requests.

Administering all core IT platforms and services such as O365, SharePoint, Teams, Zoom, etc.

Oversee IT vendors to measure availability, performance, capacity, and utilization of IT services.

Work with internal stakeholders and external vendors to identify, understand, implement, and support new business capabilities, optimize processes, and drive operational efficiency.

Oversee all reports and documentation related to network and systems operations

ALL COVERED, KONICA MINOLTA June 2015-May 2023

REGIONAL SERVICE DELIVERY MANAGER

Technical account manager for a portfolio of ~40+ clients across multiple industries. Provided client management/C-suite with IT recommendations to reduce costs and increase productivity by providing a stable environment.

Participated in Technology Business Plan development, for each client, to implement the desired technology needed to drive the client’s business to its goals. Played key roles in the information gathering, planning, presentation, and execution of the plans.

Performed monthly/quarterly vulnerability meetings with clients to review the current findings as well as to develop, and execute, a remediation plan to eliminate security risks.

Maintained and improved CSAT through optimizing service quality and end-to-end client experience.

Used KPIs to monitor client health and to identify and communicate risks.

Provided IT management services to my client base in such areas as cloud services, infrastructure projects, security reviews, scheduled engineer visits, system monitoring, and Help Desk operations.

Worked with client management to provide annual budgetary information.

Developed and led field implementation of All Covered’s security services, utilizing Aegify’s vulnerability scanning, in the New England region. Trained engineers and account managers on the process as well as the tools.

Review current support initiatives, compile past accomplishment, and ensure entitlements are being met for each client. Presented these metrics to the clients on a monthly basis.

Responsible for overseeing all projects within the region. Met with project managers on a weekly basis to ensure milestones were being met. Developed contingency plans as needed. Ensured that all projects were on time and within budget.

Possess a high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues, and other stakeholders, both internal and external.

Provided continuous improvements by understanding business processes, as well as technical procedures, and providing changes to increase productivity as well as cut costs.

Provided leadership and support of critical business process improvements including client onboarding and field operations making engineer engagements more productive.

Worked with external placement agencies as well as internal HR during the entire hiring process for new engineers. Reviewed resumes, performed pre-screening, scheduled and conducted interviews, and participated in the presentation of offer letters.

Responsible for presenting metric information to the All Covered Sales and Engineering teams at quarterly review sessions.

ALL COVERED, KONICA MINOLTA June 2015-May 2023

REGIONAL ENGINEERING MANAGER

Managed 12+ field engineers in New England and New York. Provided training to engineers on internal systems and tools allowing them to be more productive.

Performed as an escalation resource to all field engineers.

Developed career goals and objective for field engineers. Developed timelines to accomplish these goals.

Conducted 1:1 sessions with engineers to understand their needs, provide support, and to disseminate company information.

Fostered a cohesive team through bi-weekly team meetings across all regional field engineers.

ALL COVERED, KONICA MINOLTA June 2015-May 2023

ONBOARDING MANAGER

Met with clients to review the onboarding process, discuss the timeline, and set expectations. Interviewed key department heads to understand their needs and support requirements.

Analyzed the business process to provide recommended services.

Managed onboarding engineers throughout the entire onboarding process including document creation to support the necessary systems.

Developed the appropriate timeline, with client management, to be the most productive yet least disruptive. Scheduled the appropriate engineers as necessary.

Redefined the onboarding process to be more efficient especially with integration work with All Covered back-end departments.

Performed weekly client meetings to review the onboarding process and present any issues.

ALL COVERED, KONICA MINOLTA June 2015-May 2023

PROJECT MANAGER

Reviewed projects with Sales staff and Service Delivery staff to understand the objectives and specifics of the project.

Created project plans with the engineers to determine milestones, time requirements, and proposed deliverable dates.

Reviewed proposed timeline with client and engineer(s) to gain agreement on the plan’s tasks and schedule.

Helped resolve any issues that arose, and schedule appropriately to get back to the original milestone dates. Incorporated additional resources as needed.

Performed weekly review with the clients and engineers on the status of the project.

ALL COVERED, KONICA MINOLTA February 2011 - June 2015

SENIOR SYSTEMS ENGINEER

Utilized traditional and creative methods to develop, implement, and support networks and systems.

Worked alongside vendors, clients, carriers and technical staff on the implementation, optimization and ongoing management of networks and systems.

Provided senior level support and technical expertise in networking and system solutions, including hardware and software.

Performed various IT Assessments at various companies to uncover liabilities. Presented recommendations to client management.

COVISIA SOLUTIONS February 2006-February 2011

SENIOR SYSTEMS ENGINEER

Performed routine onsite visits to dedicated clients to perform various IT requests and operations.

Exposure to a variety of clients, networks and environments on a daily basis.

Utilized traditional and creative methods to develop, implement and support networks and systems.

Worked alongside vendors, clients, carriers and technical staff on the implementation, optimization and ongoing management of networks and systems.

Provided senior level support and technical expertise in networking and system solutions, including hardware and software.

PROJECT MANAGER

Reviewed projects with Sales staff and Service Delivery staff to understand the objectives and specifics of the project.

Reviewed the project plan with the engineer(s) to determine milestones, time requirements, and proposed deliverable dates.

Reviewed proposed timeline with client and engineer(s) to gain agreement on the plan’s tasks and schedule.

Resolved any issues that arise, and schedule as needed to get back to the original milestone dates. Incorporate additional resources as needed.

Performed weekly review with the clients and engineers on the status of the project.

INTEGRATION SPECIALIST

Worked with internal management on the merger with Deva Systems to combine the various systems and tools from both organizations into a single platform and set of tools.

TECHNOLOGY SKILLS

Hardware: IBM-Compatible PCs (various vendors) Macintosh SonicWALL firewall Fortinet firewalls and switches Meraki firewall, switches. Access points Ubiquiti switches and access points Cisco PIX firewall Cisco switches 3COM switches HP switches DEC-VMS Wang HP-UX AIX Solaris Symbol PDT 6100 scanners.

Software: Microsoft Windows Server 2000 -2019; Microsoft Windows workstation XP thru Win11

Microsoft Office (all versions) O365/M365 Microsoft Frontpage Crystal Reports Symantec Antivirus McAfee Antivirus Symantec Ghost Arcserve Backup software Veritas Backup Exec Citrix Meta frame Trusted Link (EDI) Gentran (EDI) MS SQL Server Oracle Oracle Financials MCBA FACT International PICK OS BrioQuery

Programming: Visual Basic MS Access MS Foxpro COBOL Turbo Pascal BASIC

Virtualization: VMware ESXi Microsoft Hyper-V Citrix Xenserver

Industry Tools: NetEnrich OpsRamp monitoring BMC Remedy ServiceNow Bomgar TeamViewer LogMeIn Kaseya

ADDITIONAL RELEVANT EXPERIENCE

BMB ASSOCIATES, Account Manager, Senior Engineer, Consultant

EDUCATION

Master of Science in Computer Information Systems

Bentley College, Waltham, MA

Bachelor of Science in Computer Information Systems

Bentley College, Waltham, MA

ITIL 4 Foundation

Certified Citrix Administrator

New Horizons, Burlington, MA

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