Merritt Island, Florida, United States
Richard leverages their expertise as Americas Service Delivery Lead to oversee a $650M portfolio supporting Fortune 500 clients with ~200k devices under “Device as a Service” contracts. They lead a 10-person team, champion cost-effective shift-left strategies, and ensure P&L accountability while identifying and implementing innovative business opportunities. With an extensive background in IT and management experience, they bring a mission-driven approach to optimizing IT operations and service delivery. By combining IT governance, pre-sales support, and mentorship, they contribute to scalable, client-focused solutions that align with strategic business goals.
Led a 10-person Service Delivery Management team overseeing $650M supporting Fortune 500 clients managing services and supporting ~200k+ devices under “Device as a Service” contracts. • Driver behind shift-left approach to reduce overhead and align costs to an appropriate region/jurisdiction o Performed “just-in-time” hiring to remain cost competitive and lean until resources are needed • Responsible for educating Service Delivery managers and enforcing Profit and Loss accountability associated with their accounts • Provide oversight and leadership identifying and implementing new business opportunities o Pre-sales support from deal review, solutioning, assist contract phase and write service level obligations and agreements • Direct day-to-day activities for the manager supporting 10 service coordinators. o Team is responsible for all facets of order management, logistics and escalation management across all client contracts • Manage program escalations engaging with client director and C-level resources ensuring account efficacy and proper delivery according to contractual requirements • Provide mentorship for up-and-coming service delivery professionals in disparate geographical regions o Focus on client relationship management, P&L understanding, identifying program gaps for senior leadership engagement • Integral team member in internal “Work Out” sessions geared towards identifying program gaps and cross functional brainstorming sessions to learn better, faster approaches
Accountable for leadership over 500 individual contributors while overseeing a $20M annual account. Functional areas include Data Center management, Server support to include SAN and Backup supprt, Network Support, Remote Desktop Support and Service Desk leadership. Responsibilities include contract management and account governance as well as interfacing with the business to ensure IT initiatives are aligned with corporate strategic and tactical drivers. • Provide leadership and oversight for 2000+ servers including: o Monitoring o Network Support o Backup o Storage o Security o Data Base management and support • Directly manage 3 Service Delivery Managers and 1 Quality Manager o Mentor and Teach SDM responsibilities such as client relationship, P&L obligation and day-to-day duties • Provide Major Incident Management for Schneider Electric supporting critical incidents o Ensure Root Cause Analysis is generated within 5 business days following incident o Responsible for Problem Management follow up/follow through • Driving force in continuing process improvement utilizing ITIL v3 standards o Identify process gaps and ensure new procedures are created for seamless support • Manage reports to determine trending, service level agreement compliance and overall engagement satisfaction • Revised Customer Satisfaction survey process for continuous improvement in all functional areas • Responsible for Profit and Loss accountability and ensuring internal expenses are fully understood and managed • Provide oversight and leadership identifying and implementing new business opportunities under statements of work • Identified Disaster Recovery gaps and implementing process changes to ensure survivability for Schneider Electric IT functions
Accountable for leadership over 350 individual contributors while overseeing a $17M annual account. Functional areas include Desktop Support and Help Desk leadership. Help Desk structure is a geographically diverse approach featuring agents in 4 locations and working remotely. Desktop team is across multiple states and supporting over 100 locations. • Managed transition of Help Desk functions from Aetna personnel to distributed Atos personnel across continental United States and Philippines o Entire scope was accomplished in short turnaround project of 2 months • Implemented Service Level agreements including: o 85% First Contact Resolution service level agreement o 90% Desktop ticket resolution within 1 business day o Average Speed to answer and Abandoned metrics • Created a remote control desktop team of 16 individuals to triage and close: o Windows profile issues o printer issues o desktop application specific problems o issues that are escalated via Help Desk after 20 minutes of troubleshooting • Responsible for overall relationship between Atos IT Out Sourcing and Aetna IT leadership o Additional functions include modelling new business and providing 24-hour turnaround on any statements of work • Implemented root cause analysis procedure that requires 2-day documentation to Aetna • Driving force in continuing process improvement utilizing ITIL v3 standards • Oversee the utilization of Workforce Management tools to ensure proper Help Desk coverage • Manage reports to determine trending, service level agreement compliance and overall engagement satisfaction • Implemented Customer Satisfaction survey process for continuous improvement • Created daily and weekly meetings to address Quality improvements, identify escalation trending and quickly move to close support gaps
UMASS MEMORIAL HEALTHCARE Voice & Data Manager Critical Event Manager/Situation Manager Accountable for managing 55 individual contributors and overseeing a $5M annual budget across a geographically diverse area encompassing 6 major hospitals and over 150+ remote locations. One of Two individuals responsible for managing all Information Services critical events and outages including, but not limited to, application/server issues, infrastructure failures, telecommunications outages and vendor support management. • Coordinate support personnel to determine proper corrective action • Provide communication to Hospital Administration and staff • Key team member for creating processes and procedures for effective Change Control and Root Cause Analysis • Provide on boarding instruction for change control and root cause analysis to all new supervisory and project management staff • Key stakeholder in continuing process improvement utilizing ITIL v3 standards • Responsible for replacing legacy OC192 SONET ring with private leased Fiber 1. Dark Fiber increased bandwidth to 20G across 3 locations and 2G to 3 other locations 2. Decreased annual expenditure by $750k • Replaced aging Core Routers with new Extreme 8800-series chassis 1. Replaced legacy BGP/EIGRP/Static internal routing with OSPF/Static routing for vendor neutrality and ease of use 2. Cut switch expenditure by over 60% per port • Managed the installation of over 1400 Wireless Access Points across 4 major hospitals 1. Created segregated Guest Wireless Network connectivity 2. Implemented mixed Cisco LWAPP and Meru Single Channel Wireless infrastructure-improving performance, coverage and Return on Investment on legacy equipment • Reduced yearly maintenance expenditures by creating a sparing strategy 1. Reduced Cisco SmartNet contract from $750k annually down to $125k