Richard W. Wood, Jr.

**** ******* ***** *******, ** 75089

808-***-**** acp72f@r.postjobfree.com

CUSTOMER SERVICE/OPERATIONS MANAGEMENT

Driven Operations Management Professional of 32 years, with a record of improving team performance through analysis, requirements compilation, issue resolution, and solution implementation. Possess excellent organizational qualities, able to streamline and improve team goals and achievement. Consistently recognized as able to improve organizational effectiveness and efficiency through management expertise.

Adept at quickly and successfully responding to ever-changing environments and situations, able to consistently achieve goals within critical project deadlines and able to leverage an eye for detail to ensure the quality and accuracy of projects. Able to work with, motivate, and mentor diverse professional teams, while leading by example as an individual contributor.

Internal Project Communication • Client Relationship Management • Project Management • Strategic Alliances

Mentoring • Sales and Marketing Leadership • Public Relations • Quality Improvement • Call Center Mgmt

Business Proposals • Distribution • Customer Service • Cross Functional Teams • Statistical Analysis

Team Training and Leadership • Network Management Control • Service Level Agreements

PROFESSIONAL EXPERIENCE

Nokia Networks 2012 - Present

Incident Manager

Responsible of end-to-end management of emergency network issues. Focus on reducing duration of impact on customer networks and delivering quality solutions within specified Service Level Agreement (SLA). Drives down recovery time during network emergencies to meet/exceed industry leading levels.

Leads Emergency cases while engaging Tier 2 and Tier 3 level support.

Manages and leads customer and internal communication, technical and management escalations.

Ensures restorations are within customer specific SLAs.

Identifies this includes incident classification, escalation paths and communication protocols.

Marshal the appropriate resources to resolve the critical incidents.

Provide management level reporting.

Coordinates Tier 2, Tier 3 and Research and Development departments to resolve specific and unique customer requirements.

Build and maintain relationships specifically to the NAM Care Center, NAM Project Care Center, Customer specific Care & Services Organizations and Business Unit Technical Support functions.

Recognized for outstanding performance during critical and high visibility cases.

NTR Global 2008 - 2012

Customer Support Services Manager (North & South Americas)

Directs/manages all functions of the Technical Support and Account Management Teams covering North and South Americas for an international Software as a Service (SAAS) company in support of cloud-based IT Service Management and Help Desk solutions for enterprise, mid and small business accounts.

Successfully leads the Customer Support Services department; oversees all customer-facing entities, provides exceptional customer experience.

Revived an average performing team; enhanced operational performance resulting in increased sales and increased customer evaluation percentage by 27%.

Richard W. Wood, Jr. Page 2

Created technical processes and documentation for internal operations, which included developing new support processes, procedures, tools and training curriculum as needed.

Develops and documents performance standards; ensure Service level Agreements (SLAs) are met.

Provides quality critical deliverables to enterprise customers in a timely manner.

Effectively bridged two conflicting departments; enhanced operational performance resulting in increased sales, renewals and decreased technical issues.

Held regular team meetings, motivated team to surpass goals, monitored activity reports, maintained Automatic Call Distribution (ACD) logs, phone calls and trouble tickets for quality control.

Manages all technicians and operators performance; ensures excellence in customer experience.

Responsible for hiring, scheduling, coaching, training and team building.

Served as a liaison of corporate while managing customer relationships, fostering loyalty, improving user awareness, identifying training needs and ensured the customer’s continued business.

Created ideas for new product features; coordinates ideas with Product Management.

Responsible for all customer escalations, works directly with enterprise customers for resolution.

Supervised, encouraged, and trained technicians on customer service and troubleshooting techniques.

Apptis Corporation

Defense Information Systems Agency

Assistant Manager, Allocations Engineer Team 2002-2007

Ensured technical and administrative accuracy in all ordering actions, applying correct billing criteria, real-time entry and data gathering of information into support databases in support of the Network Operations Center.

Oversaw the engineering and design of circuit transport and infrastructure managed by the Network Operations Center.

Provided provisioning support for the Defense Information Systems Agency Pacific Theater.

Provided training for customers in the Request for Service process.

Managed end-to-end delivery of all customer requirements.

Provided training and assistance to seven international sites and personnel on initiating new system requirements and modification to old requirements.

Performed Quality Control of all Service Order submissions of military, Department of Defense civilian and contractor personnel.

Created processes and procedures for increased and smoother processing of service orders.

Assisted in developing procedures and policies for both communication and network systems.

Defense Information Systems Agency 1995-2002

Contingency Manager, 2000 - 2002

Created, coordinated and implemented restoral procedures and provided technical expertise for restoration of numerous regional and global networks.

Managed and distributed Communication Security for approximately 1,000 line items and successfully coordinated and managed more than 400 scheduled service interruptions annually.

Developed restoral plans; implemented processes for improved restoration and customer operations.

Implemented plans and policies to govern all levels of system outages for the entire region, which resulted in decreasing combined annual network downtime by 19%.

Manager, Network Operations, 1995 - 2000

Successfully provided operational management, direction, monitoring and control of the entire Network Operations Center, a 24/7 international operation with on-call responsibilities.

Lead 137 personnel in monitoring network statistics, alarms, bandwidth utilization rates and provided troubleshooting, reporting, and repair for 265 communications facilities.

Improved customer satisfaction 22% by providing coaching and training for technicians as needed.

Trained and coached operators; responsible for all customer escalations.

Richard W. Wood, Jr. Page 3

Responsible for reviewing qualifications for new hires, shift scheduling and all personnel issues.

Intricate part of Change Control Board for constant network upgrade and modification.

Provided daily status briefing and performance reports to senior local and regional management.

Met all SLA’s and KPI’s and created processes to support and exceed requirements for future compliance.

Headquearters, U.S. Army, Seoul Korea

Senior Circuit Control Supervisor, 1994 - 1995

Senior technical advisor and coordinator for 28 communication facilities and 200+ personnel; responsible for all communication monitoring, sustainability, modifications and upgrades for the entire country

Created operational procedures for 28 communications facilities.

Monitored and reviewed daily status reporting for 131 facilities.

Oversaw commissioning of new sites/facilities.

Effectively managed system cut-overs and activations.

Reported regional communication and facility status to senior management.

Coordinated emergency plans in the event of conflict.

Successfully coordinated the expansion of Department of Defense communications networks with local foreign vendors.

Managed and coordinated all joint task force exercises; responsible for Command Post monitoring and reporting.

EDUCATION

Bachelor of Science, Business Management Information Systems

Liberty University (130 redits) Anticipated Graduation 2016

Associates Degree

University of Maryland College Park, MD

Numerous Leadership and Techinical Courses Completed

Top Secret Clearance

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