Customer Service Project Manager

Richard D. Sexton

**** ***** **** ~ Vermilion, OH 44089 ~ 440-***-****; C: 440-***-**** ~

******@********.***

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Career Profile

Offer more than 20 years experience in IT management, with a focus on

leading project teams defining and implementing processes, technology

programs, and customer service solutions. Possess excellent project

management, process improvement management, analytical, and financial

administration skills. Expertise in installation, management, and

maintenance of hardware, software and organizational procedures to maximize

system efficiencies and reduce operational costs. Technically proficient

in MS Office.

Core Competencies:

QA/Environmental/Facilityl Audits . Documentation Management . ISO 4001 and

9001 . Vendor/Customer Relationships . Strategic/Operational Planning .

Budget Administration . Financial Reporting . Crisis Management .

Procurement Processes

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Career Accomplishments

. Achieved an annual operational cost savings of $175K by conceptualizing

and implementing a database to track and analyze QA and EHS issues with

suggested corrective actions and root cause analysis to improve

operational processes.

. Successfully increased resell value in U.S. and international partner

facilities by implementing a Microsoft Authorized Refurbisher program.

. Saved $200K in annual operational costs by consolidating and managing all

purchasing activities for multiple locations.

. Improved performance 60% for a 160K+ model number database by removing

30,000 duplicate entries and redefining standards and procedures for

database management.

. Improved SLA performance levels for branch to consistently be above 90%.

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Professional Experience

REDEMTECH, Hilliard, OH

2001-2009

Compliance Manager

. Oversee definition and auditing initiatives for quality assurance,

environmental, and health & safety programs including an ISO 4001

certification program at multiple facilities with both U.S. and

international partners.

. Conduct comprehensive on-site quality assurance and EHS audits at 3

separate facilities in Ohio, Virginia, and Nevada.

. Performed annual quality operational audits on-site at partner facilities

in Canada and the U.K.

. Direct company-wide environmental compliance programs by vetting

recyclers to confirm adherence to procedures.

. Identify potential new partners by investigating facilities in the

Netherlands and Poland.

. Spearheaded integration of a new partner in Mexico by managing a project

team from project concept to completion.

. Developed and integrated a database to track and report operational

performance metrics in multiple facilities.

DECISIONONE, Columbus, OH

1998-2000

Customer Service Manager

. Drove business development for a territory covering Columbus and Dayton

areas, managing 16 customer service engineers to provide third party

maintenance for platforms ranging from PC's to mainframes and all

associated peripherals such as mid to high end servers from IBM, HP, Sun,

and Dell.

. Served as project manager to direct operations for upgrades made to

Windows 2000 and hardware at more than 1,000 locations across the country.

. Managed reference library of equipment service manuals (both paper and

electronic) and diagnostic software for use of CSE's.

Richard D. Sexton Page Two

RDS & ASSOCIATES, Lorain, OH

1992-1998

Management Consultant, Self-Employed

. Assessed requirements and implemented solutions to maximize computer

processing needs for clientele.

. Utilized various platforms including Compaq, Hewlett-Packard, Dell, Sony,

SUN, IBM, and Apple with operating systems to include Windows95,

WindowsNT, OS/2, UNIX, Linux, and Apple OS with various applications.

. Utilized networks including various topographies for 10baseT, FDDI and T1

lines with routers, bridges and various NIC cards configured to generate

optimum usage.

. Installed stand-alone and networked computer systems, providing training

and support, system upgrades, preventative maintenance, and repair

services to customers.

. Developed and distributed training material to clientele.

. Provided end user training and conducted motivational seminars to develop

management skills and team building techniques.

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Education

ASHLAND COLLEGE, Ashland, OH, Bachelor of Science in Business

Administration, 1986

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Professional Training

ASQ Certified Manager of Quality/Organizational Excellence, Currently

Pursuing

Certified ISO 14001 Auditor, 2004

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