Customer Service Project Manager

William Darden

Po Box ******, Westlake, OH ****1 ( 301-***-**** ( ********@*****.***

CONSTRUCTION/PROJECT MANAGER

Project Management / Materials Management / Construction Management /Vendor

Management /

Forecasting / Budgeting / Cost Reduction & Control / Process Improvement

Created concept, developed strategic plan, acquired funding and implemented

operations plans for a start-up company EDHC, LLC. Planned and managed

significant growth at the Fortune 500 level and with mid-level size

independent business. Proven ability to exceed financial objectives by

process analysis and improvement. Skilled in multi-million dollar cost

reduction and control. Minimized operating expenses while maintaining

maximum efficiency and superior quality service (100% of Index). Routinely

project managed multi-million dollar projects and hundreds of technical

vendors for a 100% on time delivery for two years and all projects

completed under budget for the same period. Managed $40M personnel budget

and staff of 1,000.

. Created concept, acquired funding and established "EDHC, LLC" a $4M

telecommunications company.

. Improved P&L, on time performance and quality metrics in NY and

Midwest areas in 2002/2003/2004.

. Project Managed 750 Capital projects per year totaling $ 850 M

. Provided remediation management of over 800 Enterprise Network 4

Projects (EN4)

Selected Achievements

Successfully operated small business company for four years. Developed

concept, acquired funding and launched a new company. Led team to move

from $60K in revenues in 2004 to achieve $4M in revenue and $397,000 in Net

Income in 2008. Also, project managed a completed rate of 99.5% on time.

Selected, developed and trained new employees, developed new processes,

procedures and policies for the company. Supervised and directed

purchasing, logistics, payroll, accounting, IT network and disaster

recovery personnel. Also, researched, designed, developed and published

HR, Safety and Quality policies,

Completed 72 site fiber ring on-time and on budget. The completion of

engineering, furnishing and installation of a 72 site Metro Ethernet ring

from Detroit around the Upper Peninsula through Green Bay, Milwaukee, and

Chicago back to Detroit required up front planning and coordination.

Managed 21 vendors to coordinate and construct the ring and test and turn

up in phases through completion. Overcame many obstacles, eliminated

problems, anticipated issues and planned solution ahead of time.

Eliminated $800K in unnecessary cost for Orius while improving on time

delivery 5%. The delivery of materials for installation jobs was being

handled by company personnel. Costs were above competitors and clients were

complaining about selected charges. Established study team of

logistics/finance/engineering/installation and purchasing. Reviewed and

made recommendations for significant cost reductions within 90 days.

Closed several facilities and hired a third party vendor to provide

trucking and warehousing, improved customer satisfaction 15%.

Career History

Remediation Project Manager, Acuative Inc., Served as one of the Lead

Project Managers for the State Farm Enterprise Network 4 Project,

reportedly the largest IT project in the world, 18, 500 locations. The

project involves providing broadband channels and services to every State

Farm Insurance agent in the U.S. and Canada, I helped manage a team of

seven (5), three (3) Project Analyst, two (2) Project Coordinators.

Acuative was awarded one quarter of the 18,500 projects. Of the 4,625

projects at least 40% need remediation. I am working with every local

telephone company in the US and with a major number of OSP and electrical

vendors to provide telecom infrastructure. I developed process and

procedures, established timelines and reporting guidelines for both

employees and vendors/contractors to maintain on time performance and meet

established budget and margin goals.

Managing Member, EDHC, LLC. Created concept, developed strategic plan,

acquired funding and implemented all operations Completed asset

acquisition and purchase as well as hiring all personnel, establishing all

systems including accounting, IT and inventory. Responsible for all

customer service issues, P&L including Engineering Furnishing, Project

Management and Construction/Installation, logistics, warehousing,

accounting, vendor purchasing and payroll. Worked with major clients to

double the revenue growth and quadruple the Net Income for the business in

2008 created and staffed wireless division (antenna installation) with

Power subdivision in 2006. Communicated, assisted and interacted with all

clients in Michigan and Wisconsin. Project managed over 800 Engineering,

furnishing and Installation projects per year. Achieved 96.5% on time

performance and 100% on budget results.

Darden

Page 2

Manager, Engineering Project Management, Orius Corporation. Developed,

organized, implemented and staffed an engineering, installation and

materials management team for the Network Services Group of this $60M

telecommunications company. Managed Outside Plant (OSP) team, Detail

Central Office Engineering, Power Engineering and Material Acquisition and

delivery for a multiple vendor community. Managed clients including

Verizon, SBC, BellSouth, Cisco and Tellabs. Project Managed over 450

projects and supervised the issuance of 10,000+ detailed specifications to

install OSP and transport equipment. Managed interaction with clients to

the complete satisfaction of the corporation. Developed and implemented

Engineering and Administrative and Human Resource policies for the new

team.

Manager, Central Office Field Engineering, Verizon. Reported directly to

the Vice President, supervising Network Engineering and Planning personnel

under a $25M administrative/operating budget. Directed a staff of 18, 100+

vendor work forces and internal company work force of 265. Provided

telecommunication engineering, material and installation services for 2,400

central offices across 14 states. Selected, managed and oversaw payment on

vendor projects totaling $3B and involving 40 million access lines. Project

managed and coordinated approximately 950 Bell Atlantic and Collocation

jobs ranging from ADSL to SMDS, including switch, transport, Internet

applications and Y2K. Conduct quality audits and vendor grading on

installation orders. Led process and quality improvement initiatives.

Responsible for all Public Service Commission testimony involving central

office activities.

Account Executive, Bell Atlantic South. Responsible for sales and served

as the primary customer service interface to the international banking

community (International Monetary Fund, World Bank, FDIC, etc.) Analyzed

billing patterns, telecommunications services/products and usage to provide

additional value to clients and increase sales. Proposed new products and

educated banking personnel on benefits. Developed sales plans, researched

products and made presentation to decision makers in the banks. Increased

sales 40% within a two year period. Managed a staff of 1assistant and 1

clerk.

Customer Service Manager, Wal-Mart. Responsible for the management of

cashier associate operations, customer service and cash management. Manage

the customer service desk/money center, front end operations and the

parking lot operations/management. Scheduled all associate staffing,

breaks and lunches to minimize customer checkout delays and maintain

appropriate quality metrics. Make customer exchanges and returns in a

timely and efficient manner while protecting company assets and finances.

Manage cashier money management operations including arrangement of loans

for payroll checking.

Manager OSP Construction Operations, Bell Atlantic South. Project Managed

telecommunication engineering, material, OSP construction and installation

services for the Northern Virginia Area (NORVA) of Bell Atlantic. Managed

a staff of 14 direct and 186 indirect reports and a $4M operating / $327M

capital budget. Prepared 500+ estimates annually, ranging in value from

$100K to $5M. Managed maintenance team in addition to a small call center.

Responsible for all new access lines from the central office through the

SAC points to the home. Managed over 40 construction vendors. Conceived,

planned and implemented "School-to-Career" program to address telecom

technician shortage by training technical high school students. Sold

concept to Mayor's Office (Baltimore City), school district, vendors and

Bell Atlantic. Responsible for all rate case testimony involving central

office activities.

Consultant/Satellite Technician, Multiband Corporation (DirecTV

Subcontractor). Responsible for installation, sales and maintenance and

quality of satellite TV services in the greater Cleveland area.

Accountable for inventory, on-time job performance, quality of installation

and other (telephone) installation services. Time management and customer

service satisfaction indices met or exceeded requirements.

Earlier Career: Manager Network Management and Design, Manager of

Strategic Planning, Project Manager Capital Management,

Manager Product Management,

Education/License

Master of Science in Telecommunications, George Washington University. (

Bachelor of Applied Science, Bluefield State College. ( Executive

Development Program, Williams College ( Realtor, Howard Hanna Real

Estate Services ( Co-Founder and Member of the Board of Directors - Ohio

Foreclosure Intervention Association

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