Robert Burkhart
Lancaster
Summary
If you're interested in talking to a design thinker and org theory observer to learn about overhauling your business to meet the needs of a modern workforce, utilizing cutting edge technology to deliver exceptional experience to your end users and customers, hit me up! As a persistently curious, results-oriented IT and business leader with a proven history of effectively delivering high quality, technically challenging solutions in complex organizations, I have found myself in a never-ending pursuit of improving end user experience. I am known for being a passionate technology evangelist who takes every opportunity to publicly speak about increasing customer satisfaction and improving business results by delivering extraordinary care. I have extensive experience in driving holistic, human-centered solutions across a wide range of products and services. I use user-centered research methodologies to provide thought leadership to plan, develop and execute research and deliver actionable insights. I have the ability to translate and apply emerging technology ideas, innovations and concepts to organizational business goals and objectives, and for communicating technical content to technical and non-technical executives. I possess a robust background in digital experience design and development, customer and enterprise mobility, internet of things (IoT), telematics, and collaboration technologies. I am an exceptional strategic thinker who is able to forge and maintain relationships that lead to enterprise-wide cohesion and alignment between teams and the broader corporate mission. Extensive experience in creating strategies, articulating value propositions, developing, and launching emerging technology solutions.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Digital Technology Innovation & Workplace Experience Strategist
Nationwide
01.2019 - Current
- In my position as the lead Innovation and Workplace Experience Strategist I help my organization by developing the strategies that drive Digital Workplace Technology
- I represent the voice of our associates (about 35,000 associates across the United States) and drive innovation by empowering our associates with the digital tools and technologies
- I lead this effort by understanding our associates through data integration, analysis, and building the voice of our associates into our design efforts
- I use my experience and skills to help deliver these experiences through the use of Experience Design, Design Thinking and by using Agile practices
- Specialized Skills: Design Thinking Practices, Experience Design Practices, Agile Practices, Technology Evangelism, New Technology Introduction, Research and Development, Strategy Development, Stakeholder Alignment
Director, IoT Solutions
M2Management Solutions Inc.
01.2015 - 01.2020
- As M2’s Chief Technologist, I drive the company to achieve its goal of being the leader in the IoT space with the best GPS and Real-Time Temperature Monitoring solutions in the industry
- I am responsible for the investigation, research, development, and implementation of solutions from proof of concept through implementation
- Specialized Skills: Technical Subject Matter Expert in multiple domains, Understanding and representing the Voice of the Customer, User Experience Advocate, Prospecting and Sales Development, Customer Success
Partner / Owner
Sporty Investments, L.L.C.
01.2005 - 01.2020
- As a Partner/Owner of Sporty Investments my responsibility was to find opportunities for investments to drive positive financial results for our company
- I worked with relators, banks, investment firms to develop partnerships and complete financial transactions
- Our company focused on investments, real estate, and high-risk financial transactions
- Specialized Skills: Identification of financial opportunities, Negotiation of price, terms, and services
Digital Workplace Experience Technology Planner
Nationwide
01.2010 - 01.2019
- In my role as the lead Technology Planner within my organization I led the planning and evaluation for digital end user solutions
- Using design thinking processes, I drove research, analysis, technical assessments, engineering and implementation of the most complex solutions and services
- I drove these associate-focused transformation efforts that were designed to integrate purposeful leadership, engaged associates and brand alignment into the Nationwide culture
- With our associates at the center of every discussion, I was able to deliver digital workplace solutions that increased associate engagement, satisfaction, and productivity
- Specialized Skills: Design Thinking Practices, Product Development, Industry Analysis and Research, Rate, Recovery, ROI, TCO, and Business Case Development, Development of Marketing and Communication Campaigns, Management of Cross Functional Matrixed Virtual Teams, Technology Evangelism and public speaking
New Technology Innovation Leader
Nationwide
01.2008 - 01.2010
- In my role as the New Technology Innovation Lead, I was responsible for the holistic product planning for technology innovation across all infrastructure domains
- I served as the top-level technical expert in the analysis, planning, design, development and implementation of the most complex solutions, modifications, or enhancements to existing services/solutions
- In this position, I was responsible for the development of long-term strategic planning, communication, marketing, and consultation to senior management
- Specialized Skills: Ability to turn ideas into reality, Ability to communicate vision and generate enthusiasm, Ability to be positive in the face of unknown risks, Creative thinking and problem solving, Willingness to be wrong
Partner / Owner
Murphy's Blue Moon, LLC
01.2005 - 01.2008
- Company Overview: Retail business establishment that has been operating as a hometown bar and grill for over 160 years
- A fun casual Irish Pub with loyal customers, excellent service, great atmosphere, good food and plenty of libations
- Retail business establishment that has been operating as a hometown bar and grill for over 160 years
- A fun casual Irish Pub with loyal customers, excellent service, great atmosphere, good food and plenty of libations
Manager, Client Computing Solutions
Nationwide
01.2004 - 01.2008
- In my role as the Client Computing Solutions Divisional Manager, I was responsible for the direct supervision of 30 engineers who developed solutions and services for our 35,000 associates
- My primary duties were the management of associates, vision and direction for all technologies within Client Computing
- Specialized Skills: Leadership, Development of associates, Direct and indirect management, Planning and Time management, Budgeting and financial management
Director, Installation & Support
Mount Carmel Health System
01.2001 - 01.2004
- In my role as the Director of Installation and Support I was responsible for the technology introduction, installation, maintenance, and support for all end user hardware/software/services including pcs, phones, network equipment, telephone and data wiring closets for the organization
- I had direct supervision of 4 managers and 55 associates covering 45 locations
- As a member of the CIO cabinet my job was to ensure that our systems and solutions were available to our hospital staff for 24/7 critical operations
- Specialized Skills: Managing IT staff and developing department goals, Developing and overseeing the IT budget ($20M in Operational & Capital Budgets), Planning, deploying, and maintaining IT systems and operations, Developing IT policies, procedures, and best practices
- Achievements: 90% reduction in outstanding customer service calls within a 2- year period, 52% increase in productivity using Six Sigma guidelines and methodology, Obtained 4.08 (5.0 Scale) 95th percentile for Gallup Survey among Health Care Companies, within top 1% of rated management at Mount Carmel Health System, Implemented organizational desktop IT standards, Implemented organizational Anti-Obsolescence program for all desktop related IT equipment
Senior Consultant / Account Executive
Cap Gemini Ernst & Young
01.1996 - 01.2001
- In my time at Cap Gemini Ernst & Young I held several positions
- I learned the business of consulting and how to help people
- I provided services to Fortune 100 clients
- Account Executive, (2/99–7/01) - Operations Manager focusing on Staff Management, Business Development, Resource Allocation, and Marketing
- Responsible for operations management of largest professional services account within the NE American Division
- Engagement Manager, (6/98–2/99) - Human Resource generalist overseeing up to 80 consultants working remotely at client sites to ensure client satisfaction, provide career management, and manage operations for professional services consulting practice
- Career Development Manager, (6/97-6/98) - Responsible for the creation, development and implementation of regional On-Boarding and Orientation programs for new employees
- Managed team of 12 coaches with career path planning and counseling
- Senior Consultant, (2/96-6/97) - Technical and Business analyst responsible for application development
- Strong knowledge of mainframe systems and emerging technology with the ability to close user and technical communications gap
Unit Coordinator
Morgan Stanley, Dean Witter, Discover & Company
01.1986 - 01.1996
- In my role as a Unit Coordinator, I had the direct responsibility for the protection of company assets through the investigation and negotiation of fraud claims
- I had direct supervision of 6 associates who were responsible for the development and apprehension of suspected fraud perpetrators through the investigation of card member and merchant fraud claims
- We recovered company losses through criminal prosecution or civil action within company policy and the guidelines of Federal, State and Local laws
- Specialized Skills: People Management, Associate Development, Development of Crisis Planning Procedures, Development of Risk Management Procedures
Education
Specialized Masters Business Administration Degree - Marketing
The Ohio State University Fisher College of Business
Columbus, OH01.2012
MBA - International Business & Human Resources
Otterbein University
Westerville, OH01.2001
BS - Computer Information Systems
DeVry Institute of Technology
Columbus, OH01.1996
AAS - Computer Information Systems
DeVry Institute of Technology
Columbus, OH01.1989
Skills
- Design Thinking Practices
- Experience Design Practices
- Agile Practices
- Technology Evangelism
- New Technology Introduction
- Research and Development
- Strategy Development
- Stakeholder Alignment
Accomplishments
- 90% reduction in outstanding customer service calls within a 2-year period.
- 52% increase in productivity using Six Sigma guidelines and methodology.
- Obtained 4.08 (5.0 Scale) 95th percentile for Gallup Survey among Health Care Companies, within top 1% of rated management at Mount Carmel Health System.
- Implemented organizational desktop IT standards.
- Implemented organizational Anti-Obsolescence program for all desktop related IT equipment.
Awards
- Awarded IBM Champion for Data and Analytics two years
- Awarded Mobile Innovator of the Year Award two years
- Awarded Mobile Thought Leader of the Year
- Nominated for four Outstanding Contribution Awards
Key Qualifications
- Certified in Customer/Associate Experience research and journey mapping through Forrester
- Certified Enterprise Design Thinking practitioner & co-creator through IBM
- Strong interpersonal communication skills using Agile methodologies to improve end user experiences
- Organizational Change Management: Digital Workplace Experience (DWE) Change Champion and Influencer providing technical support, guidance and communication efforts regarding upcoming Enterprise Digital Technology releases
- Skilled at evaluating, analyzing, implementing, and leading initiatives by engaging end users, the business and organizational stakeholders
- Led successful teams (up to 80 associates) focused on coaching and development
- Proven technology evangelist/public speaker for conferences, webinars, company events
Certification
IT Asset Management
Design Thinking Practitioner
Design Thinking Co-Creator
Customer Experience & Design
Generative AI
Timeline
Digital Technology Innovation & Workplace Experience Strategist
Nationwide
01.2019 - Current
Director, IoT Solutions
M2Management Solutions Inc.
01.2015 - 01.2020
Digital Workplace Experience Technology Planner
Nationwide
01.2010 - 01.2019
New Technology Innovation Leader
Nationwide
01.2008 - 01.2010
Partner / Owner
Sporty Investments, L.L.C.
01.2005 - 01.2020
Partner / Owner
Murphy's Blue Moon, LLC
01.2005 - 01.2008
Manager, Client Computing Solutions
Nationwide
01.2004 - 01.2008
Director, Installation & Support
Mount Carmel Health System
01.2001 - 01.2004
Senior Consultant / Account Executive
Cap Gemini Ernst & Young
01.1996 - 01.2001
Unit Coordinator
Morgan Stanley, Dean Witter, Discover & Company
01.1986 - 01.1996
Specialized Masters Business Administration Degree - Marketing
The Ohio State University Fisher College of Business
MBA - International Business & Human Resources
Otterbein University
BS - Computer Information Systems
DeVry Institute of Technology
AAS - Computer Information Systems
DeVry Institute of Technology
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