Zach Aaron
Maple Valley
Summary
Dedicated Director with a strong work ethic, known for leading by example and tackling intricate projects with determination. Reliable team player who thrives on challenging assignments and is committed to enhancing the client experience. Passionate about achieving business goals and constantly striving to exceed customer expectations by delivering efficient outcomes. Committed to maintaining a customer-centric approach and ensuring success through unwavering dedication.
Overview
17
17
years of professional experience
Work History
DIRECTOR, SERVICE ENGINEERING
Providence Health & Services
06.2021 - Current
- Led the service engineering team to enhance the caregiver print experience, reducing costs and environmental impact through secure, modernized printing solutions.
- Oversaw technical support and service delivery, ensuring high-quality service standards and streamlined support across all ministries.
- Implemented process improvements that optimized printing at Providence, resulting in less downtime and minimal job disruption for caregivers.
- Managed client relationships and executed a multi-phase print optimization project, achieving significant cost savings and environmental goals.
- Directed the IGEL endpoint management, modernizing the environment with new devices and ensuring seamless integration across all Providence locations.
DIRECTOR OF STRATEGIC SERVICES
QBSI-Xerox
07.2018 - 06.2021
- Mange software implementations for current and new clients.
- Manage onsite service administrators for embedded client teams.
- Software vendor management, license expirations, renewals & support methods.
- Considered our solutions expert in all Xerox software and technical functionality.
- Work with Xerox major account executives to deliver highly custom and scalable software for print management and document management.
PROFESSIONAL SERVICES PROJECT MANAGER
QBSI-Xerox
10.2016 - 07.2018
- Manage software implementations for current and new clients with our professional services department consisting of engineers & analysts.
- Created and delivered weekly project status reports and followed-up with project owners and stakeholders on pending action items.
- Forecasted requirements, prepared budgets, and scheduled expenditures to help projects meet financial targets.
- Defined project scope, goals, milestones, deliverables, detailed tasks, and resource requirements from concept creation through implementation.
- Managed change control procedure and consistently kept deliverables on-track with cost, timescale, and resource budgets.
- Met deadlines by managing time effectively to complete multiple tasks.
- Developed project plans complete with goals and timelines to successfully implement each project.
CUSTOMER CARE MANAGER
QBSI-Xerox
01.2013 - 10.2016
- Managed our remote help desk for daily service dispatching, incoming help desk tickets, remote installs and onsite analyst duties.
- Achieved a an average of 25%+ of remote solves where our team did not send a technician onsite to correct.
- Tracked customer data and compiled reports to help senior managers make effective customer service plans.
- Took over complex calls from representatives to restore consumer confidence and company loyalty.
SALES ACCOUNT EXECUTIVE
QBSI-Xerox
12.2010 - 01.2013
- Sales Territory of a commercial account list.
- Continuously developed accounts by reaching out to offer new services and cross-sell existing options.
- Implemented strategies to meet sales and service goals.
- Worked closely with management to implement new idea's utilizing Xerox software.
- During my time as a Sales Executive I also took on the role of product trainer.
- Continued to grow my knowledge on the Xerox device platform.
HELP DESK ANALYST
QBSI-Xerox
02.2010 - 12.2010
- Remote Helpdesk support of technical issues called in by our clients.
- Remote install of newly delivered Xerox devices.
- Remote Training for Xerox devices.
- Supported all types of users by quickly investigating and resolving hardware and software issues.
- Collaborated with IT personnel to develop novel solutions to rare and unusual technical concerns.
WAREHOUSE COORDINATOR
QBSI-Xerox
09.2009 - 02.2010
- Order fulfillment and warehouse coordination of Shipping/Receiving/Delivery.
- Maintained established levels of inventory items through periodic inventory counts and proactive replenishment.
- Addressed and properly managed materials and parts returned under warranty. including leased devices returning in a timely matter.
- Interacted with peers and management to improve facility operations and promote teamwork.
- Maintained our delivery drives daily schedules.
DELIVERY SPECIALIST
QBSI-Xerox
09.2008 - 09.2009
- Daily planning with warehouse coordinator on weekly deliveries within Washington State.
- Delivered Xerox printers & copiers directly to client locations and confirmed all settings worked prior to our product trainer arriving onsite.
- Other responsibilities were to help our warehouse coordinator with daily preparations and organizing stock levels.
Education
ASSOCIATE - COMMUNICATIONS
Bellevue Community College
Bellevue, WA05.2009
HIGH SCHOOL DIPLOMA - undefined
Redmond High School
Redmond, WA06.2007
Skills
- Strategic Planning
- Budget Management
- Professional Services
- Executive Communications
- Enterprise Print Infrastructure Management
- LRS VPSX Print Management
- IGEL OS & Endpoint Security
- Device Lifecycle Management
- Service Now Operations Management
- Vendor & Contract Negotiation
- Cost Optimization & Sustainability
- Azure DevOps Services
- Microsoft Power Apps
- Microsoft Power Bi
- Microsoft Power Automate
- SQL Server Management Studio
- Microsoft Word
- Microsoft Excel
- Microsoft OneNote
- Microsoft PowerPoint
- Microsoft Project
- Microsoft Outlook
- Microsoft Teams
- Microsoft Visio
- Microsoft OneDrive
- Microsoft SharePoint
- EAutomate
- ConnectWise Manage
- Print Management Databases
- PaperCut Certified
- Docuware Certified
- PsiCapture Certified
- Xerox Workplace Certified
Accomplishments
- 2022-2024 Print Program Cost Savings - 6M
- 2025 Print Program Cost Savings YTD - 1.8M | 2025 Projected - 8.7M
- Deployed IGEL OS as the new thin client standard interfacing with Citrix VDI
- 2024-2025 IGEL Upcycle & Lifecycle Cost Reductions & Cost Efficiencies - 9.8M
Awards
Operations Person of the Year, 02/01/17, QBSI-Xerox, Selected for Operations person of the year for our company for the work that I've done with our many major account implementations.
Timeline
DIRECTOR, SERVICE ENGINEERING
Providence Health & Services
06.2021 - Current
DIRECTOR OF STRATEGIC SERVICES
QBSI-Xerox
07.2018 - 06.2021
PROFESSIONAL SERVICES PROJECT MANAGER
QBSI-Xerox
10.2016 - 07.2018
CUSTOMER CARE MANAGER
QBSI-Xerox
01.2013 - 10.2016
SALES ACCOUNT EXECUTIVE
QBSI-Xerox
12.2010 - 01.2013
HELP DESK ANALYST
QBSI-Xerox
02.2010 - 12.2010
WAREHOUSE COORDINATOR
QBSI-Xerox
09.2009 - 02.2010
DELIVERY SPECIALIST
QBSI-Xerox
09.2008 - 09.2009
HIGH SCHOOL DIPLOMA - undefined
Redmond High School
ASSOCIATE - COMMUNICATIONS
Bellevue Community College
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