Scrum Master Service Manager

RICHARD HENDERSON

Concord, NH *****

603-***-**** **************@*****.***

www.linkedin.com/in/rich-henderson-009a4229

PROFESSIONAL SUMMARY

Service Manager, Team Leader, Reliability Engineer, and Electronic Systems Technician with over two decades of experience managing individuals and teams in high-tech, fast-paced environments. Ten years of experience in Reliability Engineering in both power control and medical equipment industries. Airfield Systems Maintenance technician in the US Air Force. A servant leader with experience in team building, teaching, coaching, and mentoring roles, dedicated to always maintaining quality and integrity. Capable of managing complex workflow, logistics, and problem-solving for high-profile projects. Effective in fast-paced, customer-centered environments with competing priorities.

Team Leadership

Communication

Mentorship

Training Development

Failure Analysis

Problem-Solving

ISO9001 Auditing

Process Improvement

Policy Implementation

LEADERSHIP PROFILE

●Cross-Functional Leadership Proven track record for leading multi-dimensional teams in high-pressure, high-tempo environments producing on schedule and within required deliverables. Created plans by adapting technology and best practices that aligned with the vision of the organization to promote schedule, budget, and completion Operations Management Demonstrated leadership in multinational projects/operations by creating support plans and personnel oversight. Exceptional cross-functional partner, consensus builder, and thought leader in driving transformation and scaling operations; reputation for establishing cultures of excellence and inspiring diversified groups.

●Training and Development A versatile and innovative manager and leader, skilled at seeing the “big picture” while able to focus on the details throughout the entire process. Demonstrated ability to assimilate new ideas, concepts, methods, and technologies. Dedicated and innovative team builder with a superior work ethic.

●Technical Aptitude Able to read and interpret schematic diagrams, block diagrams, and building diagrams to design and perform testing as well as determining what is needed to successfully meet requirements and objectives. Familiar with the use of multimeters, o-scopes, power supplies, electronic loads, and other electronic testing equipment.

PROFESSIONAL EXPERIENCE

Mobile Communications America Asheville, NC 2023 – 2024

Service Manager

Managed a shop of 3 technicians and 2 installers for installation, service, and repair of Motorola communications systems for Western North Carolina, providing 24-hour support to public agencies (Police, Fire, EMS, Schools), as well as private and commercial customers.

●Coordinated installation and maintenance activities across 15 counties in Western NC.

●Provided quotes to customers for services and participated in the generation of contracts for service agreements, to include setting pricing and verifying expectations of the customers.

●Led fleet vehicle management program for Ashville branch.

●Conducted meetings with various entities when needed to ensure projects would be completed on time, and worked through solutions when problems and delays arose.

●Forecasted monthly revenue for both MCA and Motorola based on planned work.

●Owned Service Maintenance based customer relationships focused on exploring routine and emergency response services.

●Conducted site walks to validate personnel, facilities, safety, and equipment requirements and deliverables.

Vicor Corporation Andover, MA 2018 – 2022

Reliability Lab Supervisor

Led a 4-man team in all Reliability testing of advanced power control modules and systems with a focus on quality and accuracy, while balancing requirements of a high-paced environment with tight deadlines.

RICHARD HENDERSON, PAGE 2

●Coordinated with other departments as needed to minimize project delays and downtime; guided technicians and managers of other departments to ensure that all work performed added value to projects

●Sourced and procured capital equipment, ensuring that all necessary facilities were in place before arrival, and facilitated training as needed

●Managed the purchase and implementation of a new Thermal Shock chamber, solving a large gap in the lab’s testing capacity, while allowing testing to be done on-site saving thousands of dollars a year of testing at outside laboratories

●Orchestrated numerous online and on-site meetings with the chamber manufacturer, chilled water system manufacturer, and local installation company to solve the issue and restore the reliable operation of all equipment

Reliability Lab Supervisor (Cont.)

●Led a department in a resolution of a VIP customer complaint which required increasing the test sample size by a factor of 10 over normal requirements, which resulted in the modification of a chamber to accept the units under test, and created all new ways of connecting tests and data logging equipment

●Interfaced with senior management, department heads, supervisors, and vendors to assess operational needs, plan projects, create official procedures, and resolve problems as they arose

Philips Medical Systems Andover, MA 2013 – 2018

Reliability Engineer

Collaborated with customers, engineers, regulating agencies, technicians, and members of management as needed to ensure the tests and the subsequent reports were in line with customer goals as well as federal and international laws and standards.

●Planned, tested, conducted failure analysis, and created reports for testing of many types of patient monitoring equipment based on industry standards and customer needs, paying meticulous attention to detail with paperwork and testing protocols due to very strict laws and FDA guidelines for the industry

●Structured the HALT (Highly Accelerated Life Test) testing, and created a protocol from scratch

●Authored the first comprehensive instruction manual for the company, which was used as the basis for all HALT testing moving forward, and provided a much-needed reference for use in both project planning and reporting

●Conducted various tests to determine what conditions caused failures, and what form the failures took while documenting everything per FDA requirements

US Air Force

Electronic Technician

Repaired, maintained, tuned, and installed ground radio equipment used by Air Traffic Control and RADAR Approach Control to communicate with and control aircraft. Also worked at the Network Communications Focal Point (Help Desk) providing first level network support to users, directing maintenance techs to various outages, coordinating repairs with other agencies when necessary, and reporting to higher ups with updates as appropriate. I was one of the base Land Mobile Radio managers responsible for all 2 way radio communication trucking, programming, repair, etc., for the entire Wing.

●Used all manner of electronic test equipment, as well as hand and power tools to conduct maintenance on radio equipment.

●Briefed leadership on status of outages and projects, and directed maintenance personnel in completion of work.

●Lead team of up to 6 Airmen in the daily operation of the Network Control Center’s Comm Focal Point. Created a continuity book that was instrumental in ensuring accuracy of the techs as well as being used as the standard when training new Airmen when they arrived.

●Was recognized for creating radio networks for use during multiple readiness exercises that allowed Command and Control within the exercises without interfering with normal base operations.

●After 9/11 I worked with base security at Andrews AFB to help ensure the safety and security of personnel, and helped develop additional communications methods and channels that allowed personnel to communicate within small groups without needing to tie up essential primary communications equipment.

EDUCATION CERTIFICATIONS

Associates of Science (AS) Computer and Electronic Technology ITT Technical University

SAFe 5 Advanced Scrum Master ISO Auditor Lightning Force Team Leader Academy

National Technical Honor Society Alpha Beta Kappa National Honor Society

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