RICK MORENO

rick.moreno2015@gmail.com
rick (dot) moreno2015 (at) gmail.com

G L O B A L I N F O R M AT I O N T E C H N O L O G Y D I R E C T O R
Network Management / Managed Services / Outsourcing / IT Infrastructure
Strategic management professional with a passionate entrepreneurial attitude, I have an outstanding track
record of success, consistently exceeding productivity targets within the high technology communications
industry.
Results oriented team leader with strong project implementation experience, over-seeing a team of IT
professionals on leading edge technologies and administering multi-million dollar budget projects with P&L responsibility.
Promoted from field engineer to director-level management ahead of schedule for a Fortune 500 organization
based on demonstrated leadership, extraordinary initiative, technical expertise and outstanding communication/client
relations skills.
Strong qualifications in project management, directing large complex multiple projects concurrently and leading teams to
consistently exceed performance targets, quality standards and rigorous customer expectations in a
time-intensive deadline-driven environment.
Areas of expertise include :
Global Account Management Multi-Site Project Management Team Leadership
Network Planning & Provisioning WAN, Optical, LAN, PC, Server, and Voice Maintenance and Repair
IT infrastructure VoIP- Network Security, Network Transformation
Service Level Agreements / Productivity Metrics: ITIL, Six Sigma, AR, MTTR, Enterprise-wide IT
Sales Support Proposal Development and Contract Negotiation
Partnership Alliances C-Level Client Relationship Management / Customer Service
Field Engineering Operational Support Process Management Cost Management Vendor Management
Technology :
WAN, LAN, Windows 2000 Email Server, MS Office Suite, UNIX Shell, MS Project, Visio, Adobe Acrobat,
HP Server, Sun Solaris.

PROFESSIONAL EXPERIENCE
AT&T, Rochester, NY

May 12 Current

Global IT Director, Managed Services & Outsourcing

AT&T is a $118.9 Billion Communications Leader with 310,0700 employees, #10 on the Fortune 500 List of US Companies
Advanced through a series of progressively responsible technical and management positions in a dynamic high-growth
environment based on demonstrated initiative, technical expertise, problem solving and client relations/communications skills.
Successfully managing an outsource deal for AT&T retail, Iberdrola, Spain. The first part of this deal is to manage the US based
part of the company IUSA (RG&E) IREN (Iberdrola Renewables). This deal is 55M over 5 years.
Worked with the transition team and client to produce a strategic IT plan and complete the transition in April of 2013. Handled
overall Management and Financial responsibility for the support of this deal and managed a global team.
Headed the support of the entire WAN and LAN client network in the US. Managed and escalated all outage issues to make
sure all SLAs are met or exceeded. Helped the client migrate to a VOIP solution from their current TDM voice systems as part of
their network transformation. Worked directly with the sales team in support of client RFPs or any other client opportunities.
Current client SAT rating 9 out of 10
Supported 150 client locations with 99.99% up time.
SLA attainment of 99.98% over the last 2 years, AR of 99.98% with a target of 96%.

IT Director, AT&T Global Managed Services & Outsourcing, Lancaster, CA

Aug 10 May 12

Managed 30 plus accounts in the financial sector for IBM Financial Sector Network, using IBM tools and processes as a part
of the IBM/AT&T Blue-Sky outsourcing deal.
Led a global team of 14 technology managers and migrated these accounts over to AT&T IGEMS platform and tools.
Interacted with top IBM Leadership and successfully managed operational support issues, process improvements and all other
management issues. Monitored and managed all account related SLAs, project management, change control, MACD and
outage management issues. Worked with account managers to drive efficiencies for better account management. Negotiated
contract changes for all existing and new contracts in conjunction with the sales team.
Managed 850 locations with an up time of 99.78% increased to 99.98% in 2 years, SLA attainment of 99.95%.
210 projects completed successfully and on time.

IT Director, AT&T Global Managed Services & Outsourcing, Thousand Oaks, CA

Jul 09Aug 10

Recruited for a new global multi-million dollar outsourcing opportunity within the AT&T wholesale organization
in a joint agreement between AT&T and IBM to support Amgen, a multi-billion dollar global corporation.
Converted account from transition to steady state within 3 months. Closed out the hiring of account personnel, drafting 3rd party
support contracts and other operational issues with multiple vendors. This account consisted of WAN, LAN, wireless, RAS,
Firewall, DNS and Load balancer for DATA. IPT, TDM, Call Center, dial plan for Voice and 3rd party video, all at a global support
level with a very strict one hour Sev1 SLA.
Managed and directed a global team of 75.

Key achievements and projects:

Successful negotiation of 3rd part vendor contracts (STI/Nortel, Avaya, York, Cisco, Verizon, Blackbox and IBM)
Successful account migration from transition to steady state support and management
Closed out the recruiting and hiring of account support staff.
Worked with Process team to design and implement process flows for steady state support.

Director Service Delivery, AT&T Network Operations, Lancaster, CA and Seattle, WA

Nov 02Jun 09

Promoted to manage $340 million WaMu/Chase account and establish client partnership in building AT&T network infrastructure
to support WaMus expansion. Served as liaison between client and VP of Enterprise Engineering with accountability for
resolution of all escalations involving outage, repair and provisioning. Oversaw Network operations, transport operations and
business office.
Supported AT&T executive Sales involving proposal development. Directed the management of multi-million dollar projects
through all stages to completion.
Key achievements and projects:

Transport MTTR (mean time to repair) Average 2.2 hours (target 4.0 hours) with a 99.99 % network availability
(target 99.96%)
WAN Managed Service MTTR Average 2.6 hours (target 4.0 hours) with 99.99% network availability (target
99.96%)
UVN/MAN Optical network Uptime 100% for all 6 rings supported met target for the last 5 years.
Account Revenue (AR) 99.98% (target 95.7%)

Manager On-Site Operations, AT&T, Milpitas, CA

June 00Nov 02

Promoted from technical field engineering based on strong voice/data expertise and successful project management experience
to manage $100 million Sun Microsystems global account. Responsible for day-to-day operations at client site providing
technical support for voice and data infrastructure supporting three large San Francisco Bay area campus locations and 20,000
Sun employees. Directed project team of 100 with total P&L responsibility for up to 15 network and data operations projects
concurrently. Led a team of 17 project management, engineering and technical staff including hiring, scheduling, mentoring,
performance evaluation, budgeting and regulatory compliance. Interfaced with Asia Pacific and Latin American teams to
optimize technology and provide operational support.

AT&T NCSF, Lead Project Manager/Network Engineer 1996 to 2000

NCR/AT&T Product Service Engineer 1991 to 1996
AT&T Data Service Technician 1987 to 1991
AT&T/Teletype Product Service Manager / Engineer 1979 to 1987

PROFESSIONAL DEVELOPMENT / CERTIFICATION

Completed numerous corporate-sponsored technology systems and product training including:

NERC/CIP Certified 2012- 2014

HIPPA certified 2009/2010
Six Sigma Orange Belt 2010
ITIL , May 2006
HP NetServer Troubleshooting, April 2000
Windows NT 4.0 Server, April 99
Calcomp Plotters/Printers, Aug 94
NCR POS Systems Administration, June 93
NCR POS Systems Installation, June 93
NCR Server Administration, Apr 93
Memorable Service, Dec 90
USDA OS System Support, Sept 90
Unix Shell System Administration, Mar 90
AT&T 6386 PC System Administration, July 88
AT&T Unix PC Repair, Feb 87
Local Network Deployment/Administration/Support, Feb 87
AT&T 3B2 Unix Server Repair/Support, July 85
Unix System Administration, July 85
ADCCP Protocol, Feb 85

RICK MORENO

rick.moreno2015@gmail.com