Robert Mayhugh

Robert Mayhugh


Proven Track Record of Network and Staff Performance Turn-Arounds. Uncompromising Focus on Internal and External Customer Satisfaction. Dynamic customer-focused leader with over 10-year record of success attaining corporate metrics and building high-performing teams in do more with less environments. Excel at turning around staff and network performance through exceptional strategic planning, tactical execution, and coaching skills. Honored with the an Inaugural Technology Security Award, the Network Operations MVP Award, and numerous Excellence Awards.

* Highly capable leader and coach with a proven history of effective team building and personnel  development.

* Diverse telecommunications background in such initiatives as Paging, GSM, iDEN, CDMA, Data Center Operations, and Network/Information Security.

* Maintain a running employee churn rate of less than 5% over the past 10 years, achieving the highest employee satisfaction ratings among peer organization groups.

* GIAC GISP, GSLC Gold, and GSNA certified. (ISC)2 CISSP certified.  ITIL v3 Foundation Certification in progress (4Q08).

Specialties: Training and Development * Turnarounds * Coaching * Strategic Planning * High-Performance Team Building * Project Management * Staff Management * Resource Maximization * Process Improvement * Cost Reductions

I have completed a full range of leadership training and development, most notably through Stop at Nothing, Inc. (SELS, HILS, LMS2, LMS3)

Work History

Work History
Aug 2005 - Present

Senior Manager, Network Security

Sprint Nextel

Selected to lead national technical assistance after Sprint-Nextel merger and subsequently tapped to transform the performance of under-performing network security operations group.Challenged to turn around staff performance/morale, complete key firewall/SSO projects, and align a team of 18 with the organization in a customer-supplier configuration.

Impact: Led integration of 2 companies, 2 networks, and 2 corporate cultures into one cohesive, cutting-edge technology organization.Reduced vendor expenses $500 million over a 2-year period and initiated deployment of a SSO solution with projected completion one year ahead of schedule.

* Deployed SSO network access solution a year ahead of schedule.Instituted formal project planning/ scheduling and restructured accountabilities to rescue this project from a two-year delay.

* Cut change implementation time 75% and firewall troubleshooting/repair time 80% by reengineering processes.Reduced involved teams to two, standardized tracking, and improved customer satisfaction while dismantling this circuitous, dysfunctional, and outdated process.

* Turned internal customer satisfaction from 90% negative to 90% positive in 4 months by designing and executing daily scorecards to measure/report performance and validate customer survey results.Dramatically improved department morale, employee performance, and attendance.

* Optimized training budget and saved 50% of approved funding by negotiating team entry into SANS Institute’s Work Study Program, the world’s foremost trainers in information and network security.

Senior Manager, National Technical Assistance Center (2005-2007)

* Saved projected $500 million for 2007-2009 - reduced vendor reliance and boosted the accountability of internal talent by renegotiating Nextel contracts over a 12-month period.

* Stabilized 2 networks to 99.99% with zero expenditure.Standardized change control processing, enhanced 24/7 coverage of unplanned events, and score-carded network performance/reporting.

* Consolidated 12 data centers into 8 new facilities over a 5-month period with no customer impact issues.Improved power availability, increased bandwidth and reduced facilities redundancy while completing the project on schedule and under budget.

May 2000 - Aug 2005

Director, National Technical Support


Promoted 3 times in 5 years. Directed mobile data and national technical support through reorganization from on-call support to full-service operations, integration, and deployment.

Impact: Propelled Nextel to industry recognition as the most reliable data network among wireless service providers during a period of explosive market growth and internal reorganization.

* Garnered industry recognition and improved employee/vendor performance by leveraging Six Sigma methodologies to design a “Focus on Customer & User Satisfaction Scorecard”.Captured key business and network data and pushed availability from 99.95% to 99.995%.

* Saved a critical account and $10 million in revenue after inheriting a year-old service issue.Delivered 4 weeks of 24/7 on-site and phone support to pinpoint the problem within the customer’s system.

Senior Manager, National Technical Support/Tier II Support [2001-2003]

* Increased national system availability to a consistent 99.99+% level by overseeing a packet data operational excellence assessment and implementing operational and systems improvements.

* Eliminated workflow bottleneck by realigning a team of 40 direct reports into 4 support lanes, each with their own manager.

Manager, Mobile Data Support [2000-2001] / Mobile Data Support Engineer [2000]

* Maximized operations of the first national tier II Network Support Team through leadership of administration and support of Nextel’s national voice/packet data network.

* Drove packet data uptime above 99.8% by leading a cross-functional engineering team through the analysis, development, and repair of large-scale network defects.

Nov 1996 - May 2000

Manager, Network Management Center

Aerial Communications

Joined Aerial at start-up as a member of the initial management team in the Columbus/Pittsburgh markets.Played a key role in building a complete network from the ground up, including installation, configuration, capacity planning, and support team development.

* Honored with the Aerial Attitude Award, 1997, for surpassing network build-out, testing, and acceptance standards and propelling the company’s key product to market ahead of schedule.

May 1989 - Nov 1996

Area Technical Manager


Hands on technical manager responsible for all facets of paging operations, 24x7, for a given area.  Performed these duties for the NW portion of Virginia (Shenandoah Valley) and the Ohio River Valley (Western PA and Eastern OH).

Jan 1983 - May 1989

Electronics Technician

U.S. Navy

Served tours aboard the USS Virginia (CGN-38) and with the White House Communications Agency (WHCA).






Certified Information Systems Security Professional (CISSP)


GIAC Information Security Professional (GISP)


GIAC System & Network Auditor (GSNA)


GIAC Security Leadership Certification Gold (GSLC Gold)