Service Field

Ricky Lovell Metro Atlanta

***********@*******.*** • linkedin.com/in/ricky-lovell- b8864b • 770-***-****

Service Delivery Leader /Client Services/Solution Engineering - Director

Growth Strategies / Professional Services / Product & Service Launches / Product Development & Management / DevOps / PMO / Project Implementation & Delivery / Relationship Management / Systems Integration / Solution Architecture / Budgets / Process Improvement / Technical Sales / Team Building / Training / Technology Roadmaps / Operations / Cost Reduction / Strategic Alliances / Agile / Six Sigma / Cloud / Contracts / Negotiations

A versatile technology and service delivery leader with exceptional record of achievement. Developed, delivered and supported innovative products and services, including breakthrough digital video systems for the cable industry at Cisco Systems and Scientific Atlanta. Architected, engineered and serviced solutions for clients such as Time Warner Cable and Charter Communications, generating hundreds of millions in revenue. Can make an impact by:

Driving game-changing product & service innovations

Leading world-class delivery, support & field service operations

Contributing to business development, sales & contract capture wins

Building, mentoring & motivating high performance multidisciplinary teams

Fostering innovation, continuous improvements & organizational excellence

Education includes Project Management Fundamentals at University of Connecticut, Transition Management for Engineers at UCLA, and advanced technical training in Electronic Warfare while serving in the US Army.

Selected Accomplishments

Deployed a first-to-market Cloud VOD. Cisco needed to roll out a new video-on-demand platform. Built a service organization. Participated in pre-sales. Provided rapid integration of the system with clients’ existing technology. Rolled out the platform to 140+ prospective cable company clients, generating a potential $80M services revenue pipeline.

Devised a post-merger tech roadmap. Time Warner Cable asked Cisco to transition video technologies following acquisition of Bright House Networks and Charter Communications. Designed an architecture to integrate disparate platforms with a five-year implementation plan. Generated $5M in professional services fees for Cisco in 1st 18 months.

Innovated new solutions, quadrupling revenues. Promoted to lead Cisco’s Video Center of Excellence, launched an aggressive R&D/commercialization program with 110+ projects annually. Rolled out new digital video solutions. Grew divisional professional services revenues from $4M to $17M. Boosted gross margins from 20% to 35% YoY.

Boosted productivity by double digits. Cisco needed improve field service efficiency. Defined end-to-end SOPs. Clarified responsibilities and established performance benchmarks. Eliminated unnecessary redundancies and wasted steps. Increased workload capacity 15% with no new headcount. Achieved a 75% jump in gross margins.

Directed digital video delivery platform implementation. Tapped to lead deployment of Scientific Atlanta’s new Digital Video Delivery System. Instrumental in all phases of integration, deploying the solution in hundreds of cable systems with millions of subscribers across North America. Helped the firm capture hundreds of millions in revenue.

Career History

Cisco Systems, 1998-2016. Repeatedly promoted, roles include:

Video Services Solution Architect, 2012-12/2016. Promoted to technical lead for a new Video Services business unit. Directed development of a Cloud DVR Solution platform for cable entertainment providers. Managed staff to 12, an $800K operating budget and billable revenues to $7M.

Manager of Advanced Services, 2000-2012. Promoted to direct a video services practice and propel revenue and profit growth. Drove R&D and product innovation efforts. Served as Technical Advisor for all video technologies.

Staff Service Engineer & Technical Project Manager, 1998-2000. Directed deployment of an innovative proprietary digital video distribution system at Scientific Atlanta (later, acquired as a division of Cisco).

Earlier: Network Specialist, Carilion Health Systems; Engineering Technician, America Mine Research. Served in the US Army, attaining the rank of E-4; assignments include Electronic Warfare/Intercept Subsystem Technician.

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