Customer Service Project
Resume:
Randall E. Daugherty
Loveland, OH 45140
*****.*********@****.***
Technology Development & Program Management
Senior Director with extensive experience leading system development,
operations, and finance, including product ideation, initiation and
implementation. Proven track record of solving business problems through
structured analysis, resulting in both process innovation and cost
containment. Strengths include business development, technical acumen,
system wide analysis, project management, talent development, team building
and vendor relations. Known as an optimistic leader and problem solver with
a strong ability to build consensus and positive energy among cross-
departmental teams to realize common objectives.
CAREER HIGHLIGHTS
o Chief Infrastructure Architect for Cincinnati Bell's FiOptics
entertainment and broadband service.
o Led Cincinnati Bell's 24x7 Network Operations Center of 130+
employees.
o Led large-scale, inter-departmental project teams with direct
accountability for multi-million dollar purchases of hardware and
software, and negotiated large contracts ($15M+) for infrastructure
systems and service based agreements (SLAs).
o Controlled multi-million dollar budgets accountable to "C" level
management as department finance manager.
o Directed natural disaster crisis management (floods, tornados) and
recovery programs.
o Served two year term as Chairman of a national board of
telecommunication executives and their vendors focused on improving
product reliability.
o Program Manger for AT&T's Long Distance fiber optic network for the
State of Michigan.
PROFESSIONAL EXPERIENCE
HLG CONSULTING
HLG Consulting is a full-service Engineering, Design and Consulting firm
specializing in fiber optic infrastructure development.
HLG provides design, project management and quality inspection services for
customers on major capital projects.
Business Development Director, 2010 - Current
Senior leadership accountable for expanding business opportunities by
retaining new clients and exploring non-traditional opportunities within
the current client base.
. Program Manager of contracted services to AT&T Long Distance for
maintaining their fiber optic network throughout the state of
Michigan.
. Responsible for P/L of Level 3 Corp. and TW Telecom project design and
management services.
. Established new service offerings to maximize opportunities beyond the
company's current portfolio of services by partnering with
construction firms to provide complete turn-key solutions.
. Direct all IT functions, including administration for Windows servers,
LAN/WAN, Cisco Firewall and WiFi. Responsible for website development
and maintenance.
. Consult with clients to develop multi-year plans to leverage current
investment for future opportunities.
. Investigate, evaluate and perform feasibility studies for clients
wishing to modernize their infrastructure.
. Counsel clients on technology developments to help them determine
their network evolution.
. Responsible for leading large project RFP responses to AT&T, Level 3,
TW Telecom and Verizon.
CINCINNATI BELL
Cincinnati Bell is a regional provider of residential and advanced
telecommunication and IT services. With a revenue stream in excess of $1B
annually, it is the major service provider for the greater
Cincinnati/Northern Kentucky area.
Director, Network Architecture, Planning and Engineering, 2002 - 2010
Directed 12 Lead Planners accountable for $30M+ in a Capex investment
challenged with meeting both current network capacity demands while also
driving multiple cross-departmental project teams tasked with developing
new products and services.
. Chief Architect for developing and deploying broadcast entertainment
video services over fiber optic based network resulting in an $80M
plant investment in the first two years with an additional investment
exceeding $400M over the next decade. Simultaneously led multiple
project teams for infrastructure architecture, video content
distribution via IP, data modeling and customer service. Partnered
with Cisco to develop network and middleware technologies for
controlling set top boxes, pay per view movies and customer billing.
. Led design, purchase and installation of a large voice server to move
long distance service from a contracted provider to an in-house
platform. Produced an immediate impact saving the company $7M in its
first year.
. Reduced capital investment in the Voice Network by $11M over eight
years by establishing an end of life program by analyzing customer
movement within the infrastructure and redeploying equipment for more
cost efficient utilization.
. Chief Planner for all voice and transport networks including SONET,
VoIP, TDM switching, DWDM, GPON, xDSL, Transport (Digital Cross
Connects), stratum timing/synchronization, cellular switch trunking
and Outside Plant.
. Implemented a Six Sigma quality control project to sell used network
equipment that produced $750k in cash.
. Championed large scale evolution of the E911 network for Southwestern
Ohio and Northern Kentucky. Led vendor selection, data integration and
deployment of a complete turn-key IaaS service offering based on VoIP
technology.
Director, Voice Network Operations, 1999 - 2002
Senior management for CBT's Network Operations Center overseeing 1M+
customer lines within a 3,500 square mile footprint.
. Directed 130 Managers and hourly employees in a 24x7 environment
challenged to operate, monitor, analyze, provision and direct central
office technician activity to support the various customer services.
. Directed technical specialists who supported customer premise products
and services. This group was also accountable for vendor relations
pertaining to technical standards and vendor compliance.
. Planned, administered and met an expense budget in excess of $7.5M.
. Collaborated on lab trials with other operating companies and
equipment vendors to test/evaluate technologies to accelerate
deployment for new services and revenue expansion.
Director, Corporate Network Staff and Technical Support, 1995 - 1999
Directed daily operations of a technical staff of 25 direct reporting
Managers who were responsible for maintaining the technical integrity of
the Telecommunication Network and delivering 99.999% service availability
to customers.
. Directed system development of both hardware (SUN, HP, IBM) and
software (Oracle, Unix/C) for new services.
. Directed technical compliance for equipment in network to ensure
industry standards were met for operational quality.
. Planned and administered departmental capital and expense budgets in
excess of $25M.
. Directed strategic implementation of the Advanced Technologies
Development Center (ATDC).
. Chaired Emergency Control Center Restoration Team responsible for
developing and implementing disaster recovery plan.
EDUCATION
Awarded Masters of Business Administration (Finance and Banking) -
University of Cincinnati.
Awarded Bachelor of Science Electrical Engineering Technology - University
of Cincinnati.
MILITARY SERVICE
U.S. Navy
. Completed the Navy's Advanced Electronics Field curriculum as an
Electronics Technician in RF communications. Specialized in
maintenance of electronic cryptographic systems for both data and
voice. Held Top Secret Clearance.
PROFESSIONAL AFFILIATIONS & COMMUNITY SERVICE
. University of Cincinnati, College of Applied Science Industrial
Advisory Board - Past Member.
. University of Cincinnati, College of Applied Science - Distinguished
Alumni.
. Assistant Scoutmaster, Boy Scout Troop 888, Loveland, Ohio.
Contact this candidate