Robert Philemon

• Established foundational standards for managing apprenticeships, advertising job vacancies, crafting mission declarations. (This shows you took on broader organizational responsibilities.)
• Produced all commonly used KPI reporting and figures for both month end targets and bi-yearly global BRMs. (Demonstrates strategic reporting and analysis.)
• Managed a team of 18+ IT professionals across multiple countries in North America, fostering a collaborative and high-performing environment.
• Negotiated and managed contracts with key IT vendors, resulting in significant cost savings and improved service levels.
• Directed the implementation of a new IT service management platform, improving incident resolution times by 40%.
• Oversaw the Disaster recovery and business continuity plans, and conducted yearly tests to assure minimal down time.
• Directed a worldwide IT asset governance revamp, boosting data tracking and reliability by 80%, significantly reducing manual effort for KPIs and billing.
• Lead global projects for introducing products such as Microsoft autopilot, Nexthink, Logitech AV, and countless desktop accessory standardizations.
• Strategized and led global cloud migration initiatives for critical applications, enhancing scalability and reducing infrastructure overhead. (This is the most strategic and largest impact item, so placing it last in the current role, shows the growth into larger projects.)

My success in driving significant improvements as Lead IT Engineer, particularly in process optimization and team leadership, led to my promotion to IT Manager, where I expanded my focus to global strategic initiatives.

• Introduced and continually manage the quarterly accessory standards for all NASA businesses. (Start with an early initiative.)
• Managed and developed the interns of Onsite Support Southeast between 2019 and 2021. (Showed early leadership.)
• Founder and chair of the NASA Onsite Apex Committee. (Showed leadership and initiative.)
• Ensured that work is carried out within agreed service levels and in accordance with department guidelines.
• Identified and oversaw implementation of solutions such as ScreenPresso, Dell Command and Power Apps/Power Automate that replaced overhead heavy applications.
• Adopted and led the Dell API auditing process to correct and maintain all global assets within Atlas Copco.
• Led my team of engineers and interns to completely redesign and continually improve all team practices.
• Developed generic PC hardening standard and process for the NASA region.
• Was co-designer and sole developer of SpeedSwap, a global application that eliminated end-user downtime during PC refreshes.
• Served as lead engineer, providing end-user-computing support for 2500+ end-users (place this last, as it is the most basic function of the role.)

• Coordinate Data Center network consolidation. (Start with a more strategic initiative.)
• Produce and implement new laptop imaging solutions for Tier 1 support teams.
• Execute hardware and software configurations on company equipment.
• Monitor computer systems and networks to ensure proper functionality.
• Major incident management - Lead disaster recovery efforts, compose and distribute management and end-user communications.

• Orchestrated a mobile device migration project from Verizon to AT&T for 1000+ users. (Start with the largest accomplishment)
• Served as operating system expert, providing technical support for 2500+ end-users.
• management, security, and patch management.
• Produced and implemented technical documentation and manuals.