Project Manager Customer Service
Resume:
BILL RICHARDSON, PMP
**** ********* ****, ****** **** 43065
*************@*****.***
Profile
Top performing and versatile technology professional with extensive
experience in leadership roles. A certified project manager (PMP) with a
proven ability to build teams and manage them toward the implementation of
complex solutions. Key strengths include:
( Team Development ( Revenue
Generation
( Customer Communication ( C-level
Presentations
( Process Improvement ( New Product & Service
Delivery
( Multi-vendor Management ( Cost Reduction
( Risk Mitigation ( Data and Video
Networking
( Large Project Management / PMP ( Root cause analysis
Experience
The Paragon Group July 2009 -
February 2010
Paragon provides IT and Telecommunications professionals for the Columbus
Ohio market.
Project Management Consultant:
Directed a project team for Comm-works Inc. managing a 350 site network
infrastructure update project for JP Morgan Chase.
. Achieved A+ rating outperforming competing vendors.
. Managing multiple field service vendors to deliver product on time
and on budget.
Big Band Networks: Redwood City, California
2006-2009
Big Band Networks is a leading provider of video delivery systems for the
Cable Television and Telecom industries.
Sr. Deployment Manager, Customer Support:
End-to-end planning & management of large scale customer implementations
in a Customer Service / Professional Services organization. Directed
both Big Band and customer efforts in planning, installing, priority
setting, and communicating. Managed internal, customer and contractor
resources. Ensured product capabilities met customer requirements.
Minimized the time from purchase order to launch. Procured customer sign-
off for revenue recognition.
. Implemented one of the earliest, fully-operable Switched Digital
Video (SDV) applications (of any vendor).
. Leadership on multiple, successful, on-time Switched Digital Video
projects in major markets resulting in over $12M in recognized
revenue.
. Successfully deployed major regional Digital Simulcast and
advertisement insertion networks.
. First Digital Simulcast deployment at Big Band using multiple outside
contractors to provide a full turn- key solution including Digital
Network Control System (DNCS) configuration, wiring from analog
modulated (QAM) output to laser transmitters in Hub sites and all 3rd
party equipment installations.
. Key developer and Subject Matter Expert for statements of work,
project plans, and associated project materials for Simulcast and SDV.
. Authored customer SDV pre-requisite documents and Simulcast task
templates.
Mountain Consulting: Evergreen, Colorado
2003 - 2006
Formed in 2003 as an IT consulting group and brokerage in the real estate
industry.
Principle:
Created a successful IT consulting company and real estate brokerage
specializing in IT consulting for real estate brokers, investment
evaluation, property acquisition and sales.
. Implemented a Consumer off the Shelf (COTS), web-based home database
and lead capture mechanism for Broker One Real Estate. Wrote RFP and
directed the activity of outside vendors for on time delivery.
. Managed email system cutover to new hosting provider with no user
downtime.
. Coordinated 27 transactions to successful close for net revenue of
over $8M dollars.
. Collaborated with Ecobroker International for large customer
acquisition and new market development generating 20% growth in
customer base in 3 months.
Rhythms Netconnections: Englewood, Colorado
1998-2003
Rhythms was founded in the late 1990's to build a nationwide DSL network
for high speed data access into homes and businesses.
Sr. Manager Design Engineering
Hand picked by CTO to analyze and improve department performance and
internal customer relations. Managed a team of supervisors and engineers
to design and implement growth and retrofit for a 2000+ DSL site Network.
. Increased Design production and accuracy by 40% in first 2 months.
. Led planning and development of a network redesign plan to save $1.3M
dollars per month.
. Led design team integration of COTS Net-design System.
Regional Implementation Manager
Key leadership roles as Program Manager for the delivery of the network
build. Directed the activity for a team of project managers, and multi-
functional teams through all aspects of a major network build. Overall
management of new product implementation, carrier and vendor
relationships, and strategic planning to meet overall company objectives.
Program/Project Management, team recruiting, organizational development.
. Directed build of over 400 sites in the largest and most complex
region in a 6-month period.
. Concurrently served as the Manager of Backbone Provisioning while
performing duties as Implementation Manager. Re-organized team and
increased production by 50%.
. Selected to lead integration of Network Management Systems (NMS)
with Service Level Management (SLM) metric reporting.
CompuServe (WorldCom/UUNET): Columbus, Ohio
1988-1998
CompuServe was originally founded to provide computer timesharing
services and evolved into a well known information service and global
data communications provider.
Strategic Project Manager
Provided leadership, planning, direction and organization to strategic
network initiatives. Managed cross- functional teams to implement revenue-
generating, global projects.
. Implemented a 70-site IP network ahead of schedule and under $8M
budget.
. Deployed V.90 dial capability for 485 cities on time.
. Managed design phase of a next generation network using backhaul
strategy to remove hundreds of physical sites saving millions of
dollars.
Manager, Network Control Support Services
Managed the Tier 2 a senior technical team (NCG) and provided technical
support for a 60+ technician Network Operations Center (NOC). Monitored
and trouble-shot ATM, Frame Relay, X.25, dial-up, analog and digital
circuits. Directed implementation of new technology and procedures into the
NOC. Performed root cause analysis and corrective action to customers.
. Developed "Build a Network" course for training Sales Engineers, Field
Engineers and NOC technicians.
. Author of the Telco Information Package for trouble-shooting of Analog
and Digital leased lines.
Education:
Jefferson Community College; Steubenville, Ohio: Associate degree -
Computer Information Systems
Project Management Institute; Newtown Square, Pa: Certified Project
Management Professional (PMP)
Colorado Technical University: Bachelor of Art candidate - Business
Administration
Additional Training: Organizational Behavior, Data Networking, Microsoft
Project,Access, Visio, Excel, Word, PowerPoint ? The Power of Performance
Management and SMART Goal Setting ? Management and the Law
" Bill is the consummate professional. He demonstrated that he can create
and build confidence with our customers, in both our company
a j n
d himself. Bill always displays a positive attitude and accepts
responsibility for completing projects with little oversight or direction."
Alex Derecho
SVP Customer Service,
Big Band Networks
" Bill's ability to combine technical aptitude, leadership, integrity,
strategic and tactical visions are rarely found in an individual He is an
exceptional asset to whatever team he is a part"
Martin Garrity President, Ipswtich Partners
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