Robert Birkner
Roselle Park,NJ
Summary
Long-time audio/visual professional with a specialty in service delivery. Knowledgeable, detail-oriented, and customer-focused while also being adaptable to industry shifts and trends. From working in warehousing to high level account management, and from integrator and client-side perspectives; I leverage the many hats worn in this industry to provide a positive client experience.
Overview
20
20
years of professional experience
Work History
Client Success Manager
Diversified
Kenilworth, NJ
05.2022 - Current
- Responsible for client success, satisfaction, and profitability, with a focus on Managed Services delivery.
- Account governance and ensuring contractual deliverables are provided.
- Account profitability analysis.
- Work with other in-house divisions to identify opportunities for account expansion.
- Create process workflows for service engagement tailored to client needs.
- Manage client reporting, demonstrating SLA adherence and KPI metrics.
- Operate as an escalation point for all client needs beyond standard operating procedures.
IT Service Manager (HSS)
DGI Communications
New York, NY
05.2024 - 05.2025
- Contracted position at the Hospital for Special Surgery (HSS) in New York City, NY.
- Managed the Help Desk of the Digital Collaboration Solutions department within the HSS IT organization.
- Utilized IT Service Management practices to align audio/visual service delivery with IT processes such as ITIL4 framework, along with implementing new policies and procedures to meet internal SLAs and KPIs, as well as reduce ticket backlog.
- Managed external vendors to ensure that the correct provider was in place to minimize downtime of all covered A/V environments.
- Established equipment lifecycles to help the DCS team plan and prioritize refreshes, and outright replacement.
- On-staff consultant for industry trends, technology improvements, and continued positive user experience.
- Department lead on the design and implementation of a new ITSM platform.
Help Desk Project Manager / Client Success Manager
HB, a Diversified Company
North Haven, CT
07.2021 - 05.2022
- Manage AV integration projects for in and out of footprint customer sites (remote and on-site).
- Continue as a dedicated Customer Service Representative for assigned accounts.
- Guide assigned clients through integration efforts and act as an internal advocate for their needs.
- Spearheaded client onboarding with new parent company to achieve seamless transition.
Help Desk Project Manager
HB Communications
South Plainfield, NJ
03.2021 - 07.2021
- Managed Services aligned Project Manager assigned to Enterprise Clients.
- Designed to ensure smooth transition from installation to commissioning to post-project support.
- Desktop Project Manager working with "out of footprint" project locations working with established partner network to maintain positive client experience.
- As Managed Services aligned, remained on assigned accounts as dedicated services representative and escalation point.
Service Coordinator / Repair Agent
HB Communications
Mountainside, NJ
12.2012 - 03.2021
- Pre-2014, operated as a Service Agent managing service cases and coordinating service dispatches; preventive maintenance visits.
- Coordinated factory repair for in and out of warranty hardware. Managed all aspects from logistics, pricing, and post-repair installation dispatch.
- Work with vendors to propose direct replacements when equipment is end of life or not economically viable for repair.
- Work with vendor representation for escalations.
- Worked as a dedicated Service Agent for strategic or enterprise accounts. In this role, managed ticket intake, dispatch, repair, box sales, billing, etc.
- Assisted in monitoring on-site staffing resources' work hours and billing overtime for assigned clients.
- Post-2020 greater involvement in active integration projects for assigned accounts.
Services Administrator (Part Time)
HB Communications
Mountainside, NJ
01.2008 - 12.2012
- Part-Time administrator assisting with services operations such as repair coordination or dispatch; preventive maintenance.
- Service Contract entry and monitoring.
- Project Warranty entry and monitoring.
- Services billing.
- Data entry for new ERP.
Warehouse Assistant (Part-Time)
HB Communications
Mountainside, NJ
07.2006 - 01.2008
- Receive in new orders and sort receivables in respective project or services storage.
- Shipping small orders via courier.
- Preparing large deliveries to customer sites including drafting shipping manifests and loading delivery trucks.
- Manage delivery schedule.
- Assist in managing fleet.
- Facilities maintenance when necessary.
Warehouse Assistant (Part-Time)
World Audio Visual Enterprises (WAVE)
Mountainside, NJ
06.2005 - 07.2006
- Receive in new orders and sort receivables in respective project or services storage.
- Shipping small orders via courier.
- Preparing large deliveries to customer sites including drafting shipping manifests and loading delivery trucks.
- Manage delivery schedule.
- Facilities maintenance when necessary.
Education
Bachelor of Arts - Political Science
Rutgers, The State University of New Jersey
New Brunswick, NJ05-2012
GED -
Roselle Park High School
Roselle Park, NJ06-2007
Skills
- CRM and ITSM Software
- Account oversight
- Customer Retention
- Customer Service and Support
- Problem Solving
- Communication
- Proficient in ConnectWise Manage, SAP, Salesforce, FedEx Ship Manager, Visio, Microsoft Office, and Mondaycom
Timeline
IT Service Manager (HSS)
DGI Communications
05.2024 - 05.2025
Client Success Manager
Diversified
05.2022 - Current
Help Desk Project Manager / Client Success Manager
HB, a Diversified Company
07.2021 - 05.2022
Help Desk Project Manager
HB Communications
03.2021 - 07.2021
Service Coordinator / Repair Agent
HB Communications
12.2012 - 03.2021
Services Administrator (Part Time)
HB Communications
01.2008 - 12.2012
Warehouse Assistant (Part-Time)
HB Communications
07.2006 - 01.2008
Warehouse Assistant (Part-Time)
World Audio Visual Enterprises (WAVE)
06.2005 - 07.2006
Bachelor of Arts - Political Science
Rutgers, The State University of New Jersey
GED -
Roselle Park High School
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