Business Systems Information Technology

Richard Hopkins, Sr. Consultant

Silver Spring, **906, MD, 240-***-****, ***********@*******.***

SUMMARY Dynamic Executive Leadership Consultant with over 20 years of experience in training, operational management and enhanced service delivery. Proven track record of increasing revenue by $5M annually and slashing operational costs by 7.5% each month. Expertise in developing effective training programs and supervising diverse teams, fostering both productivity and innovation. Ready to leverage unique skills in navigating remote consultancy environments to drive success in organizations seeking flexibility and strategic growth. WORK EXPERIENCE

01/2011 – Present Sr. Consultant, CGI Federal Alexandria, USA

Act as the primary Information Technology Resource Provider for the US Patent and Trademark Office.

Conduct week-long training sessions for employees transitioning to Work-

At-Home Programs.

Deliver comprehensive training for new patent examiners in the software necessary for patent processing.

Review, revise, and produce training materials for new software, including

Windows 11, Office 24, Teams, and WebEx.

Facilitate support for patent examiners via chat room, hotlines, and one- on-one training.

Supervise a team of 4 trainers and provide detailed monthly feedback on

project status.

05/2008 – 06/2010 Service Supervisor, Ricoh Business Systems Greenbelt, USA

Ensure consistent achievement of service Key Performance Indicators.

Spearheaded Oracle training initiatives and provided operational support for the Mid-Atlantic region.

Facilitated comprehensive BlackBerry and Oracle training sessions for 75 technicians.

02/2004 – 05/2008 Associate Branch Service Manager, Ricoh Business Systems

Greenbelt, USA

Train staff in new software and procedures, optimizing workflow for local and remote technicians while coordinating with Contractors and Building Managers for facilities maintenance.

Serve as Branch Safety Manager and Environmental Manager while directing Solution Engineers and Customer Trainers.

Implement and train staff on the new Automated Dispatch System software and forklift operations.

Achieved a 50% reduction in department headcount while increasing overall workflow.

Boosted revenue from Network Services by 75% through revisions to service request procedures.

Established recycling procedures, policies, and training sessions to achieve ISO 14001 certification for the Washington branch.

05/1997 – 06/2003 Director of Education, McGraw-Hill/Continuing Education Center

Washington, USA

Direct daily operations for the Instruction, Development, and Publication Departments.

Effectively contract with outside authors and temporary employees to fulfill departmental needs.

Provide leadership and mentoring to a staff of 15 professionals.

Plan and implement an operational budget of $7.5 million, consistently lowering spending by an average of 7.5% monthly.

Increase company sales by $5 million annually by introducing new courses ahead of schedule.

Initiate and launch instructional teams, resulting in a 100% increase in graduation rates.

Roll out new work processes that enhance revenues and significantly reduce refund rates.

Designated member of the Executive Committee, ensuring strategic oversight.

Guarantee exceptional customer service to students requiring assistance with technical issues or specialized training.

Manage the Instructional Help Desk for NRI Students effectively.

Coordinate with external vendors to develop a highly successful Continuing Education Center website.

Author and utilize a variety of training materials, including web-based, paper-based, and computer-based formats.

EDUCATION

1999 – 2004 Almeda College and University

Bachelor of Arts, Liberal Arts

Boise, USA

1974 – 1975 Vale Technical Institute

Associate of Arts, Specialized Technology

Blairsville, USA

SKILLS Microsoft Office Microsoft Teams

WebEx Business Analysis

Oracle Automated Dispatch System

software

Technical Writing Communication

Leadership Member Management

Delivery management Facilities Management

Mentoring

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