Manager Project

RICHARD (Rick) KNIGHT

**-** ****** ******, ****** Hills, NY 11375

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

Home: 718-***-****

Mobile: 415-***-****

Summary of Qualifications

Solution-oriented, pro-active, amenable personality well-suited for

management, marketing, training, content development and sales support

roles. A cooperative, intuitive and empowering team manager who has worked

with cross-culturally with European offices. Excellent writing/editing and

presentation skills. Hands-on type with hardware and software setup and

troubleshooting experience including PCs, printers, networks, and A/V

equipment. Seasoned and intuitive employee screening and interviewing

skills. Capable graphics design, content development and publishing

experience using current computer-based applications. Mac-iWork,Windows-

Office, Internet literate. Telecom (ACD, PBX and VoIP) experience.

Business Experience

ProUnlimited Services, Burlingame, CA August 2008-Present

Copywriter/Editor (Contract/Part-time)

> Edit workshop and course curriculum for Apple Computer, Inc. Worldwide

Education

> Assure copy conformed with Apple corporate standards and the Chicago

Manual of Style

> Standardize printed materials to conform to slide presentations made

in Keynote

> Coordinate schedule of projects with Director and worked with

individual developers via video chat and teleconference

> Achieve high assessments from the team for my work over the previous

quarter

Data Techie, Wantagh, NY January 2008-May 2010

Project and Client Manager (Contract)

> Created and edit site content for company website and various clients

> Researched and documented various technical issues pertaining to

Windows XP Professional Enterprise environments

> Managed office functions for telephone technical support services and

documentation of resolutions

> Assisted president with staffing, client scheduling and purchasing

> Supported Cisco Unity Express phone system with ten users

> Coordinated service, repair and prep customer hardware issues

including desktops, laptops, printers, and other peripherals

Harbor Wealth Management, Long Island City, NY June 2007-January 2008

Personal Assistant

> Maintained records and contracts system, substantively decreasing

redundancy

> Oversaw installation of all hardware and software company wide

> Initiated transfer from landline technology to VoIP, reducing

communication costs

> Optimized and generated regular reports for all departments

> Arranged domestic travel for principal

> Created budget for quarter and fiscal year periods

> Communicated with clients, governmental entities, and vendors as

needed

Raphael and Marks, New York, NY March 2006-June 2007

Legal Assistant

> Supported team of three lawyers, including senior partner

> Maintained peer-to-peer Microsoft network

> Standardized document creation and archiving methodologies

> Worked on contracts from condo conversion to high-rise office

buildings

> Arranged travel for senior partners, expense reports and billing for

clients

> Arranged schedules and hiring for receptionist and temporary help

Kodak Gallery, Emeryville, CA March 2005-November 2005

Customer Service Manager

> Managed staff of 20 phone/email representatives

> Coordinated staffing, scheduling and training

> Editing and stylizing of content sent via email to customers

> Assessed and implemented software for email and phone call processing

> Analytics and reporting of customer issues and trends

> Coordinator for Echopass ACD installation

> Project Manager for implementation of RightNow Incident Handling

System

LesConcierges, San Francisco, CA June 2004-September 2004

Operations Manager (Contract)

> Managed a staff of 20 phone support concierges including scheduling,

training, team

development and personal coaching

> Maintained Lucent/AVAYA Definity phone system

> Developed project plan for VoIP migration

Business Objects Americas, San Jose, CA

Telecom Manager (January 2001-September 2002)

> Managed 150 home offices for voice and data services.

> Administrated 500+ accounts for wireless service with multiple vendors

> Coordinated the expansion of telecommunication services for three U.S.

office locations

> Managed telecommunications migration for main headquarters relocation

and Atlanta regional office

> Integrated electronic fax and "smart number" call directing services

for mobile employees

> Delegated and administered tasks for day-to-day service of campus of

300 users on a Nortel Meridian Option 61 PBX

> Company sound engineer and DJ

Business Objects Americas, San Jose, CA

Technical Support Manager (October 1998-January 2001)

> Managed a team of up to 15 people supporting decision support software

> Developed and managed the ACD queuing, call routing and statistical

reporting

> Coordinated team-building events (lead and coordinated the Y2K task

force)

> Handled escalations by phone and visited customers onsite nationwide

> Representative for multiple worldwide conferences for the company with

counterparts in Europe, the UK and the Asia/Pacific region

> Developed and edited curriculum for training new-hires and train-the-

trainer methodologies

> Oversaw and co-developed the Knowledge Management System in its

beginning and intermediate stages

> Coordinated with international facilities to provide 24/7 support

capability

> Responsible for staffing and relocating for second U.S. support

location

Platinum Technologies, Redwood Estates, CA July 1996-June 1997

Senior Technical Writer

> Liaisoned directly with product development team on decision support

software development

> Developed documentation in Framemaker for print and online

distribution

> Edited and coordinated the work of staff of three writers

Borland International, Scotts Valley, CA November 1990-June 1996

Product Group Manager

> Managed a team of 12 support individuals supporting dBASE and C++

product lines

> Developed, edited and delivered training curriculum for solution-based

models and soft-skill refinement

> Handled escalated customer issues, monitored online message boards and

interacted with user groups

> Monitored and reported on customer satisfaction statistics

> Administrated the distribution and upkeep of departmental hardware

> Developed logistical team strategies and strengthened the development-

support relationship

Technical Abilities

Microsoft Office Suite (Word, Excel, Powerpoint, Access, Outlook)

Telecom Systems *AVAYA, Audix, Nortel Option 11-Meridian MailCall Pilot,

Packet8 VoIP)

Electronic publishing (Acrobat, Pagemaker, Photoshop, Quark, Basic HTML)

Audio and Video Editing (Vegas, iMovie, Premiere, Mixcraft)

Operating systems (Windows 2000/XP, Mac OSX)

Education

American River College, Sacramento, CA

Associates Degree - Business Administration

American Management Association Project Management Training, Fremont, CA

2000

Kerr Hill Management Training, Fremont, CA 2001

Global Knowledge Training for Nortel Symposium ACD, Brea, CA 2002

Further Work and Interests

> Writer/Editor for the yearly report for Human Investment Research

Center, Hayward, CA

> Playwright and Composer, one produced

> Professionally produced audio CD of my first musical work

> Involvement in numerous film festivals (hospitality) and musical

benefits (musical director)

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