Management Quality Assurance
Resume:
PATRICK RICHARDSON
*******@*******.***
Summary
I'm a senior IT leader with over fifteen years of significant impact
managing application support technology teams for large companies like T-
Mobile and SunTrust Banks. Driven by experience and the need to exceed
expectations, I evolve teams by identifying KPIs, strengthening
accountabilities, broadening capabilities and by implementing IT best
practices that enable increasingly higher contributions. In roles as IT
Director and IT Vice-President, I've provided team leadership and direction
in both the wireless telecom and financial services sectors in areas of
application support, service delivery, change management, quality
assurance, project delivery, people management and financial management.
I'm successful in senior application support leadership roles where
scalability, efficiencies, effectiveness and client and teammate
satisfaction are necessities. I am optimized in environments in which
innovation and out-of-the- box thinking are encouraged, excellence is
expected and results speak for themselves.
Strengths
Telecom and Banking IT Management Several software dev. process
15+ yrs. Application Support Team frameworks
Management Change Management and Risk Mitigation
ITSM, Six Sigma, Lean Sigma proficient
15+ yrs. IT process management Quality assurance principles and
Financial management practice
Project management - multiple Vendor Management
concurrent initiatives Mentoring and people management
Customer care
Experience
Vice President and Mgr., Application Support for Contact Center Technology
and Consumer Lending
SunTrust Banks, Inc. - a regional bank - Atlanta, GA
2013 - Current Position
Application support teams responsible for enterprise IVR, call recording,
computer/telephony integration, SIP and Session Manager, consumer lending
origination processes, batch processing, reporting, BI feeds, federal
required compliancy, credit bureau integration and branch consumer lending
applications.
. Reduced amount of existing production issues by 80%
. Created technical cross training programs increasing teammate
satisfaction and technical expertise
. Reduced vendor maintenance costs by $135K due to vendor overbilling
. Reduced call recording license cost by $1.5M from earlier insufficient
license management
. Integrated consumer loan service desk with incident management vendors
to optimize support
Director, Technology Service and Support
Meltmedia - an internet responsive design agency - Tempe, AZ
2012 - 2013
Service and Support technology teams providing development, delivery,
quality assurance and service/support for interactive and responsive web
products within the pharmaceutical and medical industries.
. Implemented Quality Assurance workflows and requirements: reduced
defects by 85%
. Originated on-boarding processes: reduced new employee onboarding
time by 50%
. Established corporate mentoring program enabling access to both soft
and technical interests
. Introduced project cost accounting processes and analytics
. Introduced operational KPIs and reporting
. Increased accuracy and thoroughness of delivery estimates
Vice President and Mgr., Application Support for Online Banking
Applications
SunTrust Banks, Inc. - a regional bank - Atlanta, GA
2009 - 2012
Application support teams responsible for internet banking functionality,
internet small business cash management processes (payroll, A/P, wire
transfers), large business internet treasury processes and suntrust.com.
. Reduced incident recovery times (MTTRS) by 75%
. Reduced amount of existing production issues by 90%
. Introduced KPIs to measure operational efficiencies and improvements
. Saved $1.2M by broadening FTE skill sets so that contractors could be
discharged
. Implemented technology wide formalized mentoring program; exceeded
expectations by 100%
. Constructed a technical document repository and knowledge base accessible
to support and delivery
Director IT, Application Support
Sr. Manager IT, Application Support
Manager IT, Application Support
T-Mobile, USA, Inc. - a global wireless telecom - Atlanta, GA
1999 - 2007
Application support teams responsible for business intelligence systems,
reporting, collections, payment processing, BI, CRM, Billing, Usage,
Mediations, warehouse management systems, HR systems, SAP.
. Stabilized telesales applications and reduced SAP production issues by
50%
. Decreased payment posting times from 15 minutes to 17 seconds
. Planned and implemented collections systems project saving the company
$12M annually
. Formed Quality Assurance and support teams responsible for collections
and provisioning processes
. Increased bill quality assurance review sampling size by 50% utilizing
no additional resources
. Developed billing system reconciliations (to HLR) processes to prevent
revenue loss
. Reduced end of month bill revenue errors by 75%
. Recovered $9M in unbilled usage by implementing exception monitoring
. Developed a process to bill usage records on time; reduced aged
billable call records by 100%
. Stabilized Peoplesoft and point of sale support and service levels
. Automated Peoplesoft and point of sale end of month closing processes
. Managed and Outsourced Peoplesoft application support
Education
University of Florida - Gainesville, FL Bachelor of Arts: German
Language and Literature
Eberhard-Karls Universit t - T bingen, Germany Scholarship: Post Bac.
Study German Lang./Lit.
Patrick Richardson R sum - Page 2
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