Program / Project Manager
Resume:
Rick A Utley
Grand Prairie TX ***50
*********@*****.***
Skills
Executive with extensive experience in process improvement, strategic planning and application development focused on delivering business solutions to improve productivity, reduce cost and increase revenue.
Effective leader adept at developing individuals/teams, motivating to exemplary performance and exceeding goals.
Delivered provisioning workflow automation and improvements with a 500% ROI in 7 months
Architected and delivered $20m client server call center application ahead of schedule and under budget
Innovative problem solver and creative strategist with a keen sense of bottom line results
Constructed SOW that created a partnership with two competing but complimentary vendors to deploy cutting edge technology with deferred payments based on ROI of delivered application results
Professional Experience
May 2015 - PRESENT
Verizon, Irving TX - Technical Manager - Product manager / Support Manager
●Created a team of 18 that provide customer facing support for video set top box and mobile application
●Architected and delivered new support processes and automation to streamline resolution time from weeks to hours.
●Delivered application improvements which resulted in 200% reduction in customer reported issues related to Video usage on Set Top Box and Mobile application.
August 2012 - May 2015
Verizon, Irving TX - Technical Manager - Business Intelligence
●Built a team of 8 that managed the ingest, usage and display of business intelligence data for new start up venture, Redbox Instant.
●Created executive dashboards with Tableau for executives and marketing to further refine the customer facing application and usage based on trends and insights to customer behaviors.
May 2003 - August 2012
Verizon, Irving TX - Technical Manager - System Architect / Project Manager
●Delivered $35m new VOIP system that reduced operating costs by 50% and created new phone features and infrastructure architecture that provided for agile changes.
●Lead Architect for OSS / POS and product application for new Home Automation product
Awards
Granted 2 patents while at Verizon
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