Manager Project
Resume:
Richard Hopkins **** Pear Tree Ct. #**, Silver Spring, MD 20906
***********@*******.***
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Career Profile
> Long-term, successful service and operations management experience.
> Proven project manager and coordinator.
> Demonstrated leader and developer of technical and non-technical
teams.
> Well-versed in planning/implementing advanced training initiatives.
> Drive achievement of ambitious revenue objectives in highly
competitive market places.
> Establish and facilitate successful safety, recycling and technical
writing methodologies.
> Knowledgeable in ISO 14001 Certification.
> Record of progression to assignments of increasing responsibility.
> Consistently meet/exceed challenging business development objectives.
> Knowledgeable in 508 compliance.
> Well-organized multi-tasker with strong detail orientation.
> B.A. and A.A. degrees.
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Technology Skills
Oracle, Microsoft Office, PeopleSoft
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Professional Experience
CGI Federal, Alexandria VA,
Consultant 2011-Present
. Serve as Information Technology Resource Provider for the US Patent and
Trademark Office.
. Present week-long training for employees who for transferring to Work-At-
Home Programs.
. Review and revise training material for new software including Windows 7,
Office 10, VPN, WebEx and Remote Desktop Connection.
. Provide support to patent examiners via chat room and hot line and on-on-
one training.
. Revise training material to ensure 508 compliance.
Ricoh Business Systems, Greenbelt, MD 2004 - 2010
Service Supervisor (2008-2010)
. Promoted to direct and track workflow of Southern Maryland team.
. Ensure service Key Performance Indicators are achieved on a consistent
basis.
. Oracle PowerUser for operational support training to Mid-Atlantic region.
. Facilitate BlackBerry and Oracle training for up to 75 Technicians.
. Upgrade KPIs 10% by aiding Technicians adjust car stocks, establish
customer calling procedures and training.
. Improve accuracy of car stock cycle count by 25%.
Associate Branch Service Manager (2004-2008)
. Recruited to oversee daily operation of Washington Branch dispatch call
center.
. Trained staff in new software and procedures, improved workflow for local
and remote Technicians, and coordinated with Contractors and Building
Managers to provide facilities maintenance.
. Served as Branch Safety Manager/Environmental Manager while directing
Solution Engineers and Customer Trainers.
. Implemented and trained staff in new Automated Dispatch System software
and forklift operations.
. Reduced department headcount by 50% while increasing workflow.
. Increased revenue from Network Services by 75% by revising service
request procedures.
. Developed recycling procedures, policies and training for Washington
branch's ISO 14001 certification.
McGraw-Hill/Continuing Education Center, Washington D.C.
1980 - 2003
Director of Education (1997-2003)
. Promoted to directorship due to outstanding performance.
. Directed daily operations of Instruction, Development and Publication
Departments.
. Effectively contracted with outside authors and temporary employees.
. Provided leadership/mentoring for staff of 15.
. Planned and implemented operational budget of $7.5MM.
. Lowered operational budget spending by average of 7.5% monthly.
. Increased company sales by $5MM per year by introducing new courses ahead
of schedule.
. Initiated and launched instructional teams that increased graduations
rate 100%.
. Rolled-out new work process which increased revenues and slashed refunds.
. Designated to serve as member of Executive Committee.
. Ensured meaningful customer service to students with equipment technical
problems or special needs training.
. Managed Instructional Help Desk for NRI Students.
. Coordinated with outside vendor to develop extremely successful
Continuing Education Center web site.
. Authored and utilized wed-based, paper-based and computer-based training
material.
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Other Experience
Prior to 1997, employed by McGraw-Hill/Continuing Education Center in
several prominent capacities: Product Development Manager overseeing all
new/existing mechanical and electronics courses at CEC, preparing business
plans and increasing sales, establishing and maintaining course development
schedules and training instructors; Senior Technical Editor writing,
editing and revising training material for mechanical and electronic
courses, preparing course structure, performing QC and developing business
plans and production schedules; Technical Editor writing, editing and
revising lesson materials for mechanical courses, and Instructor answering
NRI student calls and letters, helping students with lessons and hands-on
training, and performing technical evaluations of training material.
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Education
Almeda College and University, Boise, ID
Bachelor of Arts, Liberal Arts
Vale Technical Institute, Blairsville, PA
Associate of Arts in Specialized Technology
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