Network Engineering & Maintenance
New Product/Service Rollouts
Technology Project Consultant
Participative, customer centric technology leader with expertise instituting and overseeing engineering andsupport operations for global companies in financial services and telecom sectors. Accomplished in startupoperations and major organizational transformations with a proven record of achievements in large-scaleproject management. Respected for dynamic personal approach and integrity
traits further distinguished byability to seamlessly unite people, processes, and systems for operational efficiency. Strong financial/businessacumen leading teams of 100+, and managing budgets up to $60 million. Available for travel and relocation.
Core Competencies: Leadership & Business Management
Strategic Visioning & Planning
Budgeting & Forecasting
Profit & Loss ManagementTeam Building & Leadership
Vendor Relations & Management
Core Competencies: Project & Program Management
Global Best Practices
Change ManagementProcess Reengineering
Productivity & Profitability
Core Competencies: Technical
Business Systems DeploymentGlobal Network Operations Centers
Call Center Management
Center Of Excellence
Steered continuous improvement of IT Service Desk supporting
including proprietytrade management, market data analysis, portfolio management, and accounting systems for globalinvestment firm. Monitored Key Performance Indicators (KPIs), Customer Satisfaction (CSAT), ProductKnowledge Management (PKM) and made the necessary changes to enhance the end user experience.
Built Field Engineering and Support Operation for global company
specializing in signaling components fortelecom manufactures and service providers.
Developed best practices to strengthen customer serviceexperience, established monthly/quarterly metrics, and upgraded product training; increased Service LevelAgreements (SLAs) to 80% for Field Service Requests from critical customers.
Piloted Center of Excellence (COE) focused on the rollout of new tools and technologies
used to supportenterprise and carrier customers of $18 billion provider of wireless hardware, software, and services. Builtteam of senior technical analysts that created and tested application configurations that enabled efficientquality acceptance, and addressed business needs across six Global Network Operations Centers (GNOCs).
Led multinational network solutions provider through a series of technology upgrades and enhancements
that resulted in annual cost savings of 30%. Deployed
single vendor AVAYA VoIP system over AT&T’s Multi
-Protocol Label Switching (MPLS) framework; upgraded or replaced all user desktops and laptops; andintroduced standard/virtualization technologies into global data centers.
Testimonials and Endorsements: www.linkedin.com/in/rickrafferty
“Rick has the desire and passion to
optimize processes and is always looking for ways to
improve the customer experience”. –
Peter G., Senior Director, Research in Motion
103 Autumn Ridge Road 908.566.7478Bedminster, NJ 07921 firstname.lastname@example.org