Customer Service Sales

Richard L. Fugett

**** ********** *****, ****** ****, IL 60487 ● 312-***-****

*************@*****.*** ● https://www.linkedin.com/in/richardfugett

Business Development ● Client Management ● Manager ● Team Leader ● Sales ● Strategist

Business Analysis ● Project Management ● Operations ● Consultant ● RPG Programmer

• Successfully developed new accounts across numerous industry verticals.

• Outstanding verbal, written communication and presentation skills

• Creative, common-sense approach to problem solving

• Detailed Project Management – managed large scale, complex projects

• Experience negotiating contracts with vendors and suppliers

• Detail oriented with strong analytical and organizational skills

• Superb follow-through; propensity to approach tasks and goals with an ownership mentality

• Team leader and ability to hold self and others accountable.

• Proven decision-making capabilities and sound judgment

• Strong interpersonal skills, demonstrating a consistent commitment and ability to work with

clients, individuals and diverse work groups

• Customer service oriented – forged strong relationship with clients/users

• Capable of multi-tasking in an ambiguous and changing environment

• Experience hiring, training, coaching and nurturing employees

• Constantly improving processes, procedures and productivity

• Continued analysis on industry trends/technologies and their impact on customers’ environments

Managing Partner

CAPERS - Mokena, IL January 2004 to May 2014

Started the CAPERS software (Criminal Activity Police Enforcement Records System) in 2004. CAPERS

is a top-tier law enforcement and public safety software provider serving agencies and departments of all

sizes nationwide. The software suite includes: CAD, RMS, Mobile, FIRE, Crime Analysis, Jail,

Adjudication, Mapping, Reporting, Data Conversion and Cloud-Based (Hosted) Solutions. For over 10

years, CAPERS has focused on a single mission for our customers: To Simplify the Process.

• Managed daily operations, sales, contract negotiations, RFPs, vendors, marketing and

tradeshows.

• Managed application development, R&D, mobile devices, QA/testing and product deployment

• Defined the strategic direction, developed key relationships with stakeholders in the municipal

arena to define their business processes and adhere to governmental regulations

• Led design, review, project sessions with application development, customer service and sales

teams

• Managed multiple projects - scope, budget, timelines, priorities and expectations

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• Developed project documentation and training materials

• Developed implementation polices and procedures utilizing best practices

• Provided clients and users with regular communication on the progress of projects and

enhancements

• Implemented and managed a help desk system, responsible for tracking, assignment, prioritizing

and testing of tickets and service requests.

• Recruited and developed a high performance nationwide/international sales team

• Recruited and developed application development/customer service teams

• Work with current client base to build project goals, requirements, data and scope, translated

business needs into technical terms, prepared detailed work breakdown structures and instilled

shared accountability for achieving project milestones. Recommended course of action and

implement as approved

• Managed technical team activities (design, modeling, prototyping, coding, testing, and

documentation) in full-life cycle of products

• Provided technical support and assistance when needed

Managing Partner

Intelligent Solutions, Inc - Mokena, IL January 1999 to May 2014

Founded in 1990, Intelligent Solutions was launched on the premise that smart technology solutions can

also be cost effective. Service offerings include (facilities management, managed services, cloud

computing, hosted solutions, IT services, business continuity/disaster recovery, networking, structural

cabling, application development, custom programming, phone systems, video surveillance and access

control.

Successfully developed new accounts across numerous industry vertical including (banking,

construction, distribution, financial, government, healthcare, legal, libraries, manufacturing, marketing,

non-profit, police & fire departments, professional services and retail.

• Responsible for developing the company's strategic vision, pursuing company growth, developing

and strengthening relationships with key business partners and clients, and providing overall

leadership to the team as a whole

• Lead and maintained the vision of the company, managed daily operations, project management,

product/services development, finance, marketing and client relations

• Responsible for P&L performance with a focus on business development, relationship

management and delivery operations

• Increased client revenue by working with executives to identify emerging business opportunities,

outlining technology needs, designing and implementing customized solutions

• Managed the largest revenue producing clients

• Performed the duties as CIO, IT Manager, Project Manager, Consultant and Marketing Manager

for clients

• Managed BAAN ERP, Microsoft Dynamics AX client projects

• Recruited, developed and managed sales team

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• Managed IT staffing, including recruitment, supervision, scheduling, development, evaluation and

disciplinary actions

• Created a culture of quality, agility and high performance

• Managed marketing for internal and client projects consisting of presentations, email campaigns,

website development/maintenance, social media, tradeshows, newsletters, advertising.

• Provided clients with direction to improve systems accessibility, improve availability and enhance

business capabilities

• Worked with clients to establish IT budgets, conduct contract negotiation and manage third party

vendor relations.

• Facilitated new business at multiple clients by adding CRM and ERP capabilities. Simplifying the

company’s inventory management, reducing delivery times and improving sales force customer

contact

• Established the technical vision within Intelligent Solutions

• Oversaw the development teams specializing in infrastructure and software engineering

• Oversaw Research and Development of new and emerging technologies

• Developed strategic vendor relationships with Barracuda, CompTIA, Cisco, Dell, IBM, Lenovo,

McAfee, Microsoft, Milestone, HP, Pelco, Polycom, Symantec, Tripp-Lite, VMWare, Zebra

Technologies, VMWare

• Leveraged partner resources to implement solutions internally as well as for enterprise level

clients

• Assisted clients with business continuity planning to identify and mitigate risk

• Lead technician for a 24/7/365 paper mill regarding voice/data/fiber optic cabling, paging systems

and IT infrastructure

• Quoted, designed and installed various cabling, video surveillance and access control projects

(Emerge, Pelco, Bosch, Axis, Milestone and Geovision) for corporate clients and government

agencies

• Designed, developed and maintained an AS/400 based software written in RPG/400 for a

collection agency to manage billing for HCFAs and UBs from various hospitals and medical

centers/groups

Manager, Networking and Communication

National Marine Manufacturers Association - Chicago, IL August 1993 to December 1998

• Responsibilities include the overall operations of the IBM AS/400 and all network/communications

systems

• Designed, implemented and modified new and existing RPGII, RPG400, OCL and CL programs

for the custom developed accounting systems

• Implemented Novell networks in 10 remote locations with wide area access to the corporate

headquarters located in Chicago

• Migrated from DOS to Windows

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• Designed and implemented a company-wide email system (Novell GroupWise)

• Trained and supported users

• Designed, coded and implemented new and existing RPG/400, RPGII, CL and OCL programs

• Worked on rewriting the technical services system and designing the functionality of a new

RPG400 native application system for the IBM AS/400

Director of Data Processing

Braude Jewelry, Corp / Page Jewelry Stores - Chicago, IL May 1991 to August 1993

• Responsibilities included the overall IT operations

• Designed, coded and implemented an entire sales system utilizing the IBM 4684 cash registers

and the IBM System 36

• Worked closely with store personnel, users and executives to increase the functionality of the

various systems

• Supported 24 remote locations with phone assistance and occasional visits

• Managed the software, hardware, support and maintenance of personal computers

Senior Programmer / Analyst

Jays Foods, Inc. - Chicago, IL February 1990 to May 1991

• Responsible for the overall operations of the IBM AS/400 B45

• Designed, implemented and modified new and existing RPG II, RPG 400, COBOL 36, OCL and

CL programs

• Designed, coded and implemented a file transfer system to send and receive daily, weekly and

monthly files from 13 remote locations and a production/warehouse/distribution management

system

• Trained users on AS/400 and personal computer applications

• Supported 13 remote locations with phone assistance and occasional visits

• Managed the software, hardware, support and maintenance of personal computers

Programmer / Analyst

Braude Jewelry, Corp - Chicago, IL August 1988 to February 1990

• Responsible for the overall operations of the System 36

• Designed, implemented and modified new and existing RPG II and OCL programs

• Supported 24 remote locations with phone assistance and occasional visits

• Managed the software, hardware, support and maintenance of personal computers

Education

Bachelor of Arts, Major in Computer Science, Minor in Mathematics

Saint Xavier University - Chicago, IL 1983 to 1988

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