ROBYN WILLOW KEY

Phoenix, AZ Email: rkey@rkey.tech | Phone: 623-296-1736 LinkedIn: linkedin.com/in/robynwillowkey Website: rkey.tech

TECHNICAL OPERATIONS LEADER

Infrastructure | Compliance | Team Leadership | Business Operations | Service Delivery

Technical operations and business operations leader with experience spanning data center management, Unix/Linux systems, BSD/open-source infrastructure, service delivery, compliance-driven environments, vendor coordination, medical-office operations, and client-facing workflow management.

Combines enterprise infrastructure leadership with hands-on technical curiosity and practical small-business operations experience. Known for stabilizing complex systems, improving workflows, supporting business continuity, coordinating technical and operational resources, and building teams around measurable performance outcomes.

CORE STRENGTHS

Technical Operations Management Infrastructure Reliability Data Center Operations Unix/Linux & BSD Systems Business Continuity & Disaster Recovery Service Delivery Process Improvement Team Leadership & Staff Development Vendor Coordination Compliance Support Client-Facing Operations Scheduling & Workflow Management Inventory & Purchasing Coordination Medical Office Operations Laser Safety & Equipment Coordination Documentation & Procedure Development Cross-Functional Communication

TECHNICAL & OPERATIONAL PROFILE

Current Technical Strengths: Linux, FreeBSD, FreeBSD jails, pfSense, OpenBSD, Apache, TCP/IP networking, SSH/SCP, shell scripting, open-source systems, self-hosted infrastructure, documentation systems, office productivity tools, and business systems support.

Operations & Service Delivery: ITIL-based operational concepts, incident response, escalation coordination, vendor support, change-aware operations, workflow improvement, business continuity, documentation, and cross-functional communication.

Compliance & Reliability Background: Experience working in environments aligned with ISO 27001/20000-1, SAS70/SSAE16, PCI, and NERC requirements, with emphasis on uptime, procedural discipline, documentation, access control, audit readiness, and operational risk reduction.

Previously Used Enterprise Tools & Platforms: Solaris, AIX, Oracle, WebObjects, VMware, VirtualBox, Remedy / BMC Helix ITSM lineage, ServiceNow, Netcool, Zenoss, Nagios, Foreseer / DataTrax, HP-UX, AS/400, VMS, NetWare, and other mixed enterprise recovery environments.

PROFESSIONAL EXPERIENCE

SENZA PELO MED SPA — Phoenix, AZ

Office Operations Manager & Laser Safety Officer

November 2015 – Present

Long-tenured operations and technical resource supporting front-office workflow, client scheduling, treatment coordination, technology systems, vendor communication, inventory control, laser safety, equipment readiness, documentation practices, and client-facing service delivery in a medical aesthetics environment.

Serve as a bridge between client service, practice operations, technology support, equipment coordination, and compliance awareness. Support daily operations in an environment requiring accuracy, professionalism, confidentiality, scheduling discipline, and clear communication across owners, managers, technicians, vendors, and clients.

Selected Contributions

• Support daily front-office operations including client scheduling, check-in/check-out, phones, treatment coordination, payment workflows, and client communication.
• Serve as Laser Safety Officer, supporting laser safety awareness, room readiness, safety procedures, documentation practices, and operational compliance.
• Provide technical support for office systems, applications, computers, network-connected tools, phones, cameras, scheduling systems, remote support tools, and vendor-supported platforms.
• Act as a liaison with vendor help desks and support providers for software, systems, telephone, and remote-support issues.
• Supported migration from manual, paper-based workflows to online scheduling, automated systems, and web-based client service tools.
• Helped implement upgraded software and scheduling systems while supporting business continuity during live operational transitions.
• Coordinate inventory needs, purchasing requests, supplies, and equipment-related follow-up with ownership approval.
• Support operation, readiness, and maintenance coordination for lasers, epilators, office technology, and treatment-room infrastructure.
• Develop and refine internal procedures for documentation, client communication, treatment workflows, equipment handling, approval tracking, and operational consistency.
• Created a written approval workflow in BAND for marketing trades, complimentary treatments, giveaways, and non-standard discounts to improve approval traceability and reduce client-facing communication ambiguity.
• Train and support team members on front-office systems, client flow, scheduling expectations, documentation practices, and operational procedures.
• Assist with marketing, social media coordination, client communication, specials, and business-development support as assigned.
• Maintain a high level of institutional knowledge across practice operations, software systems, client workflows, equipment, and internal procedures.

KEYCONCEPTS, LLC / KEY-AERIALGRAPHICS — Phoenix, AZ

Owner / FAA-Licensed Pilot / Aerial Data & Media Services

November 2014 – January 2017

Founded and operated a small aerial photography, cinematography, survey, and data acquisition business combining aviation, imaging, data management, post-production, and client service.

Selected Contributions

• Provided aerial photography, cinematography, survey, and data acquisition services for real estate and business clients.
• Managed client communication, project scoping, field operations, image/data capture, post-production, data hosting, and delivery.
• Obtained FAA authorization/certification required for commercial aerial operations at the time.
• Assisted other businesses in understanding and pursuing certification/authorization requirements for aerial operations.
• Combined aviation knowledge, technical systems experience, and small-business operations to deliver specialized client services.

SUNGARD AVAILABILITY SERVICES — Scottsdale / Phoenix, AZ

Manager, Data Center Operations

February 2005 – October 2014

Managed data center operations for two Phoenix-area facilities, including a 12,000 sq. ft. Phoenix facility and a 33,000 sq. ft. Scottsdale hosting and recovery facility with 16,000 sq. ft. of recovery space. Led two data center teams and supported managed hosting, disaster recovery, compliance, facilities coordination, service delivery, technical operations, vendor management, expansion projects, and operational/capital budgeting.

Selected Contributions

• Managed two data center facilities concurrently while supporting 24/7/365 availability, client service delivery, infrastructure reliability, and operational continuity.
• Led two data center teams, supporting staff development, retention, scheduling, escalation handling, service quality, and operational execution.
• Maintained zero facility or center outages during tenure as Data Center Operations Manager.
• Managed three Scottsdale facility expansion projects, improving efficiency/PUE while delivering projects on time and within budget.
• Supported managed hosting and recovery services by coordinating facilities, systems, infrastructure, client requirements, vendors, and internal technical teams.
• Maintained operational alignment with ISO 27001/20000-1, SAS70/SSAE16, PCI, and NERC requirements.
• Managed operational and capital expenditure budgets related to data center operations, expansion, infrastructure, and facilities needs.
• Coordinated with building engineers, vendors, clients, recovery teams, managed services, and internal leadership to support service delivery and business continuity.
• Prioritized team retention, team morale, career growth, operational readiness, and high-performance service delivery.
• Supported Unix/Linux systems and recovery operations across Solaris, AIX, Linux, and mixed enterprise environments.
• Served as project lead for MetroStor/Co-Location and eSourcing solutions projects in the western region.
• Supported mixed-platform recovery and infrastructure environments including Solaris, AIX, HP-UX, AS/400, MCP, VMS, Digital Unix, Sequent, NetWare, Windows Server, and related client systems.

DESERT SKY SOFTWARE — Phoenix, AZ

System Administrator

November 2001 – February 2005

Supported hosted application environments and internal systems for a software company using Unix/Linux/BSD platforms, Apache, WebObjects, Oracle, developer workstations, documentation systems, and software repositories.

Selected Contributions

• Administered web-hosted application environments running Solaris, Linux, FreeBSD, OpenBSD, Apache, WebObjects, and Oracle.
• Supported developer workstations, office systems, documentation systems, software repositories, and communication tools.
• Designed and deployed an online systems inventory across multiple hosted locations.
• Automated deployment processes, reducing implementation time from nearly two days to less than one hour.
• Designed disaster recovery procedures using open-source tools, shell scripts, off-site replication, and failover concepts.
• Managed systems support for office moves and location migrations while meeting client service-level expectations.

IBM / UNIVERSITY OF MICHIGAN JOINT CAREWEB PROJECT — Tucson, AZ

System Administrator, Global Application Development Team

March 2001 – September 2001

Supported system administration functions for a global application development team working on the IBM / University of Michigan Joint Careweb project.

Selected Contributions

• Provided systems administration support for application development environments.
• Supported technical users, development tools, systems access, and operational continuity for project work.

SUNGARD AVAILABILITY SERVICES — Scottsdale, AZ

Recovery Specialist / Unix Systems Administrator

June 1999 – March 2001

Supported disaster recovery services, Unix systems recovery, client configurations, and mixed-platform recovery environments.

Selected Contributions

• Supported Solaris and AIX recovery operations for enterprise clients.
• Configured mixed recovery environments including Unix, legacy enterprise systems, Windows servers, and client access systems.
• Participated in recovery planning, testing, implementation, troubleshooting, and client service delivery.
• Served as project lead for MetroStor/Co-Location and eSourcing solutions projects in the western region.

EDUCATION & PROFESSIONAL DEVELOPMENT

ITIL Foundation V3 American Management Institute — Successfully Managing People, 14 CPE Credits University of Phoenix — Information Technology Program, coursework completed, no degree Certified Solaris Administrator — legacy certification FAA-rated airplane and helicopter pilot FAA commercial drone / aerial operations authorization experience

TARGET ROLES

Technical Operations Manager Business Operations Manager Infrastructure Operations Manager Service Delivery Manager IT Operations Manager Operations Manager — Technology / Compliance / Service Delivery Facilities Technology Operations Manager Practice Operations Manager — Technology & Compliance Focus Implementation / Operations Coordinator Technical Program / Operations Coordinator Vendor & Systems Operations Manager