Welcome to Scribd. Sign in or start your free trial to enjoy unlimited e-books, audiobooks & documents.Find out more
Download
Standard view
Full view
of .
Look up keyword
Like this
1Activity
0 of .
Results for:
No results containing your search query
P. 1
Rafferty Rick Resume - ☛ ITSM Expert ☛ ITIL Catalyst ☛ Sports Fanatic ☛ Change Agent ☛ Technology Project Consultant

Rafferty Rick Resume - ☛ ITSM Expert ☛ ITIL Catalyst ☛ Sports Fanatic ☛ Change Agent ☛ Technology Project Consultant

Ratings: (0)|Views: 32|Likes:
Published by Raff1_317
Hello,


Technological excellence and success lies in one’s ability to merge the strategic with the tactical, to understand the needs and expectations of each organization, to deliver and support the technologies and applications appropriate to each functional line of business and to successfully transition into new market segments.

As a Management Consultant and Director of Global Customer Network Support, Data Center Operations, and IT for several multinational organizations, I have provided the technological and organizational leadership that has delivered such success. Under my direction:

• Bridgewater Associate’s IT End User Support organization has undergone an evolution and is now operating as a world class centralized ITSM based Service Desk supporting 2,000 end users.
• Blackberry’s global Contact Centers have transformed into Tier III Centers of Excellence (COE) that provide top-notch support to over 29,000 Fortune 500 customers worldwide.
• AT&T has a new automated Customer Care Maintenance process that reduced headcount and alleviated Estimated Time to Repair (ETR) for customer service issues.

My role in each organization has been to create, rebuild, and improve maintenance and engineering competencies through large-scale internal development initiatives. The depth of my technology expertise is excellent. However, more important have been my contributions to the vision, strategy, and long-range development of global Network Operations Centers (NOCs), data centers, and IT Support departments that not only capture new CRM technologies but also support rapid changes in operations and business demands.

The enclosed résumé briefly outlines my experience and accomplishments. I would welcome an opportunity to meet with you to discuss how my qualifications position me to make a significant contribution to one of your client companies. Thank you for your time and consideration.

Sincerely,


Rick Rafferty

Hello,


Technological excellence and success lies in one’s ability to merge the strategic with the tactical, to understand the needs and expectations of each organization, to deliver and support the technologies and applications appropriate to each functional line of business and to successfully transition into new market segments.

As a Management Consultant and Director of Global Customer Network Support, Data Center Operations, and IT for several multinational organizations, I have provided the technological and organizational leadership that has delivered such success. Under my direction:

• Bridgewater Associate’s IT End User Support organization has undergone an evolution and is now operating as a world class centralized ITSM based Service Desk supporting 2,000 end users.
• Blackberry’s global Contact Centers have transformed into Tier III Centers of Excellence (COE) that provide top-notch support to over 29,000 Fortune 500 customers worldwide.
• AT&T has a new automated Customer Care Maintenance process that reduced headcount and alleviated Estimated Time to Repair (ETR) for customer service issues.

My role in each organization has been to create, rebuild, and improve maintenance and engineering competencies through large-scale internal development initiatives. The depth of my technology expertise is excellent. However, more important have been my contributions to the vision, strategy, and long-range development of global Network Operations Centers (NOCs), data centers, and IT Support departments that not only capture new CRM technologies but also support rapid changes in operations and business demands.

The enclosed résumé briefly outlines my experience and accomplishments. I would welcome an opportunity to meet with you to discuss how my qualifications position me to make a significant contribution to one of your client companies. Thank you for your time and consideration.

Sincerely,


Rick Rafferty

More info:

Categories:Types, Resumes & CVs
Published by: Raff1_317 on May 01, 2013
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as DOCX, PDF, TXT or read online from Scribd
See more
See less

05/14/2014

pdf

text

original

 
 
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
Cross-Cultural Communications
Core Competencies: Project & Program Management
Global Best Practices
Feasibility Analysis
Strategy Deployment
Change ManagementProcess Reengineering
Continuous Improvement
Productivity & Profitability
Core Competencies: Technical
Network Architecture
Infrastructure Development
Business Systems DeploymentGlobal Network Operations Centers
Call Center Management
Center Of Excellence
SaaS
C
AREER
H
IGHLIGHTS
 
Steered continuous improvement of IT Service Desk supporting
 
2000 applications,
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 
ICK 
AFFERTY
E
NGINEERING AND
O
PERATIONS
EXECUTIVE
 
 
IT/T
ELECOM
 
“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 raff1_317@yahoo.com
 
 P
ROFESSIONAL
E
XPERIENCE
 
GT&J CONSULTING, LLC
2013
 –
Present
President
Management Consultant specializing in integrating technology systems requirements into newly built orrenovated processes. Retained as a business transformation agent for IT/Call Center/NOC projects with a focuson strategic customer-centric program improvements for global companies in financial services and telecomsectors.
Management Consultant (via PTS CONSULTING GROUP, NYC)
2012 - 2013
 
Contracted to formulate strategy and framework for new centralized IT Service Management (ITSM) basedService Desk in support of 2000 users and 50+ Desktop PC and VDI Citrix applications across 5 corporatecampuses for
Bridgewater Associates
, a global investment firm with $130 billion in assets and a wide arrayof institutional clients.
RESEARCH IN MOTION LTD., Waterloo, ON
2009 - 2011
$18 billion publicly traded company 
 
(NASDAQ: RIMM) and (TSX: RIM) providing wireless hardware, software, and services to corporations, resellers, and wireless carriers worldwide.
Director, Blackberry Customer Support Operations
(2010 - 2011)Tapped by CIO to develop IT Tools organization focused on the delivery and maintenance of all internal ITsystems and applications used by six GNOCs in NA, EMEA, and APAC. Built and led technical oversight teamcomprised of ten senior technical analysts. Supported $2 million budget. Reported to Vice President.
 
Led Information Technology Assessment and Revitalization (ITAR) program that transformed
Blackberry’s
Global Customer Support Operations into a Tiered Support organization.
 
Devised software/hardware platform consolidation roadmap comprised of RDM applications, CloudComputing, IP Telephony, Voice Data Analytics, VDIs, Intelligent IVR, and Support Automation.
Director, Blackberry Customer Technical Support Operations
(2009 - 2010)Recruited to transform GNOCs supporting over 29,000 Fortune 500 customers worldwide from reactive ContactCenters to predictive Tier III COEs. Managed 500 employees across 6 Customer Support/Data Centers in NA,EMEA, and APAC. Administered $50 million budget with annual revenue of $100 million. Reported to CIO.
 
Deployed new Blackberry service offerings, Mobile Voice System (unifies desk phone features withBlackBerry smart phones and Wi-Fi networks) and Chalk Pushcast Software (delivers rich media content toBlackBerry smart phones through BlackBerry Enterprise Server) as key member of product launch team.
 
Launched E-Maintenance SAP web-based software solution (Blackberry Enterprise Support Center) asmechanism to track trouble tickets; heightened customer satisfaction and advanced competitive position.
ULTICOM, INC., Mt. Laurel, NJ
2007 - 2008
$45 million privately held company (UTP-NASDAQ: ULCM) specializing in signaling components for 
 
telecomequipment manufacturers and service providers.
Senior Director, Worldwide Network Customer Support Operations
Recruited to transform the Worldwide Network Customer Support Operations comprised of Global FieldEngineering, Project Management, and Customer Relations organizations. Held P&L responsibility for threeGNOCs in North America, Europe, and Singapore. Managed global team of 65 customer support specialists.Administered $5 million budget. Reported to VP, Engineering and Operations.
Testimonials and Endorsements: www.linkedin.com/in/rickrafferty 
 
ICK 
AFFERTY
,
 
P2
 
E
NGINEERING AND
O
PERATIONS
E
XECUTIVE
 
IT/T
ELECOM
 
103 Autumn Ridge Road 908.566.7478Bedminster, NJ 07921 raff1_317@yahoo.com

You're Reading a Free Preview

Download
scribd
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->