1. ROBERT C. KUNTZ
17417 Cedar Falls Rd, North Bend, WA 98045
Email: kuntz_bob50@hotmail.com
Phone: Home (425) 269-8611
Skype ID: Robert.Kuntz7
SUMMARY
I am an accomplished, result-oriented Information Technology Telecom and Data management
professional with over 23+ years of comprehensive experience in a complex, global enterprise
environments. I am always looking for learning opportunities to not only better my career, but
also better my abilities.
I am highly knowledgeable in all IT service delivery areas as well as business principles and
processes. I am understanding, passionate, innovative individual who has an excellent sense of
teamwork to get results by instilling commitment, trust, fairness and loyalty.
I am a master problem solver and very able to focus broad operational experience, significant
technical expertise, and a wide range of project and process improvement tools on problems to
find fast and sensible solutions. I have worked both as a technician and manager in my career
and am driven to provide results and be accountable.
Very Experienced in all these areas:
Networks and services - Voice, video, Network – transport to application layers.
• Global Data Center Operations – 175 sites worldwide – Telecommunications, Data and
Video
• Management = Staff management and development - Internal and External members
• Incident, Change, Problem and Release Management service owner / approver
• Strategic planning – Complex global environment annually and 5+ year goals
• Vendor management - Hiring, contracts, and process management
• Network management - Telecom, VOIP and data networks including transport services.
• Project and Program Management and process owner
• Business Continuity / Risk Management - Process and Documentation owner.
• Process review and training
PROFESSIONAL EXPERIENCE
AIM @ Nordstrom 9/2016 – Present
Incident / Problem manager for Merchandise support team

2.  Service excellence continual improvement program
 Problem management implementation – Defect resolution and metrics
 Combine problem management resources from IT and Engineering
 Implement best practices and reduce major incidents
 Improve Incident process and work flows
APEX @ T-Mobile 1/2016 - 2/2016
Problem manager for T-Mobile
 Service excellence continual improvement program
 Problem management implementation – Defect resolution and metrics
 Combine problem management resources from IT and Engineering
 Implement best practices and reduce major incidents
TCS Consultancy Services @ Microsoft 10/1015 – 01/2016
Problem manager for Azure @ Microsoft
 Problem management implementation – Defect resolution and metrics
 Service excellence continuous improvement program
 Very experienced using TFS for project management
 25 years’ experience using all Microsoft products (word, excel, skype, etc.)
TCS Consultancy Services @ Microsoft 11/1014 – 10/2015
Role = Network tower lead = Incident management team in Redmond and Hyderabad teams
(Triage team and Network Analysts)
 Network Tower Lead = Enterprise network alarm events and Incident management
 Weekly, Monthly and yearly service review meetings with leadership teams
Some other duties listed below:
 Analyst role delegation for the shift and monitoring Analyst break windows
 Roster management
 Alarm console monitoring
 Ticket queue monitoring
 Crisis call monitoring and Recap review
 Attending daily site up meeting and attending the shift hand-off calls
 Quality of service reviews – escalations
 Training and skill assessment Budget and yearly goal setting and evaluations
 Experience in working with TFS and all Microsoft products daily

3. Snoqualmie Falls Golf course – Fall City WA 5/2013 to 11/2013
Role = Supervisor & Consultant role
 Full time seasonal work, including upgrading legacy key phone system to IP based
solution, Upgrading data network to wireless, adding security and backup Business
continuous solution, upgrading PC’s , handhelds radio’s and smart phone application
deployment for irrigation system, along with beta testing and deployment of new online
customer facing website for reservations.
 Responsible for all outdoor functions, including mowing, project work / upgrades,
mechanical support and team processes.
Century Link – WA, ID, MT and OR 11/2009 to 5/2013
Roles = Network Analyst II / Network Reliability Engineer / Regional Operations manager / DSL
escalations / 911 and homeland security processes.
I supported customers with extremely complexneeds where industry recognition of their skill
may be required. I am a consulting-level professional recognized internally and externally as
having broad expertise or unique knowledge, which may influence the company's strategic
direction and focus on projects that have corporate level impacts.
• Technical Skills and Experience: CO (Central Office), Specials, Power & Grounding, HSI (high
speed internet) & OSP and I have a very strong working knowledge of Operations and Business
processes.
I am also proficient using MS Word, Excel, PowerPoint, Outlook, Visio and other applications. I
also have experience in managing technical projects; have good written and verbal
communications, skills and the ability to communicate technically complex information to
different types of work groups and management teams.
• Corporate layoffs in May 2013 of 54 local managers. Semi-retired and enjoyed my first
granddaughter May thru October in North Bend, WA.
Microsoft Corporation – Redmond, Washington 2007-2009
Roles = Service Support Analyst / Ops Manager
• Telecom Operations senior technician supporting Global Enterprise and providing
monitoring, and Incident management support
• ITIL certified. Used these processes to provide Change, Release, Incident and Problem
management support to global telecomservices
• Problem and change manager for all Global telecom change requests.
• Initiated and implemented a hosted services model, both from a service delivery standpoint
and from a billing/costing perspective.
Program manager / Project manager 2005-2007

4. • Primary PM that supported all the Global NOC infrastructure, including Global voice service
(British Telecom cloud routing), projectors, cooling, heating, power, servers, tools and
applications, etc.. (I worked very closely with RE&F and CE team.)
• Project manager experience on small and large, complex projects and global deployment,
including Lead support analysts in transitioning work to India - worldwide monitoring and
Operational support model.
Telecom Operations Manager 2002-2005
• Responsible for creating and deploying processes and technologies for 4 primary IT groups -
Telecom, Network, Server and SQL teams.
• DIASO manager (networking service) – vendor management for 2 years. (Extranet and guest
access)
• BCM – Business continuity manager for 3-4 years for IT organization. (Created Notification
processes, Global satellite phone support, Quarterly drills)
Telecom Analyst / Senior Analyst 1995-2002
• Telecom Operations lead for 7 years, supporting approx. 150+ global offices, and several
different technologies and PBX hardware and voice mail systems.
• Supported Transport networks, including Sonnet, and ATM.
• I have worked with many types of communication equipment in the past 20+ years, as
technology expands and advances into new applications and services. Satellite, Network,
Transport, Telephone, VTC, and IP based phone and today unified communicator phones.
EDUCATION & TRAINING
 Data networking - CCNA
 DSL Engineering training, plus maintenance and design
 ITIL certification & ITIL V3 Bridge class
 Microsoft Project & Program management
 Cisco CCNA Certification training
 Microsoft – MSCE training
 Nortel - Meridian training
 Nortel SL-100 maintenance and installation
 Data Communications, Sonet, T-carrier, Data (transport services)
 Intecom PBX training (company named Astra today)
 VOIP training – Cisco and Microsoft
 Field CE Equipment Mechanic School, Radio Repairman
Senior Advanced Equipment School, Special Forces communications
Control Data Institute, Computer Technician
Other training: Program and Project management, Leadership and speech

5. training, Power point / presentation training, VOIP, ACD and IVR training.
Vendor management and Dashboard metrics reporting.
(Full list upon request)