David Russell

5086 Blarney St., Fredericksburg, VA. 22407   cell 540.419.6658   davearussell@hotmail.com

Team Builder / Leader; Expert Telecom Engineer; Release Manager; Hands on Project Manager; Aggressive Contract Manager; Sales Support; Government & Private RFPs, RFQs, War Room, Winning Major Bids and Proposals Manager; Production Support Manager; Tier 3 Hotline, Helpdesk , Call Center Manager; Process Engineering & Reengineering; Qualified AT&T Account Executive; Operations Planning; Copper & Fiber Provisioning & Engineering Manager; Minority / Women Business Enterprise (M/WBE) development; Master’s Thesis on Human Resource Development for the 21^st Century.

 

Core Competencies & General Management Strengths Include:

●           Constantly improving customer & client satisfaction	●           Meeting & exceeding all financial objectives
●           Continual cost cutting by improving efficiency	●           Increasing sales with expert technical sales support
●           Operations improvement through process improvement	●           Leadership that consistently improves productivity
●           Expert Project Management, budget & performance planning	●           Managing & exceeding customer expectations in all areas

 

Master’s science degree in business administration (MSBA),                                                     Strayer - Washington, DC

 

CURRENT EXPERIENCE

 

2000 – Present           RELEASE MANAGER, OSP PLANNER/ENGINEER, VERIZON, ARLINGTON/FREDERICKSBURG, VA

Release Manager for Verizon’s ordering & billing system. Using Project Management & negotiation skills & gaining consensus from key stakeholders I quickly brought order to an out of control software release & established a comprehensive release schedule that ensured timely, cost efficient, quality releases. Employed life cycle management, & met ever increasing regulatory, budgetary, & competitive demands.  Currently employed as Section Manager outside plant (OSP) Engineering for Central Virginia. Managing a budget of $38 million. Leading a team of engineers, (core employees and contractors), to quickly respond to Data, FTTP, & copper facility requirements while managing & consistently under running budgets & exceeding customer expectations for service.

●           Brought order to chaos in software release management. Releases were late, over budget, & had multiple technical problems. I quickly resolved this by creating a comprehensive & clear release schedule with firm deadlines for parameters, funding, & testing.

●           Through process improvement, efficiency, & a hands-on management approach I increased productivity by 15% which reducing the workforce (through attrition) by 30%.

●           Improved customer satisfaction by managing & exceeding customer expectations.

●           Worked to challenge carrier of last resort laws. Saved ~$750K to date by exempting some developments from coverage where only copper dial tone service was available.

●           Safety Emergency Action Plan coordinator. Responsible for building evacuation, shelter in place, and safety.

 

Early Positions:

1999-2000                            RELEASE MANAGER, CONCERT COMMUNICATIONS SERVICES, RESTON, VA

Release Manager for Concert’s ordering & billing system. Concert Communications Services was a  joint venture of British Telecom (BT) & MCI. Concert was a multi-service global end-to-end telecommunications provider I left Concert upon learning that AT&T was buying out MCIs share. After BT & AT&T's relationship broke down in 2001, Concerts assets were split between the two parties & merged into their regional operations.

●        Exceeded customer satisfaction expectations while keeping costs under control by coordinating & documenting requirements, gaining buy-in / funding commitments, creating & managing project plan, budgets, & coordinating integration testing with other systems.

●        Improved the release schedule by overlapping releases allowing work to start on new releases prior to the implementation of the current release.

 

                                                                                                           AT&T IT PRODUCTION SUPPORT MANAGER

●        Created, led & managed the Tier 3 help desk / call center team for the Local Telephone Series ordering & billing system.

●        Reduced the number of outstanding trouble tickets by 45% & exceeded performance goals by 40%. 

●        Increased & improved teamwork, customer satisfaction, & inter-departmental communications.

●        Improved attendance by 15%.

●        Reduced expenses by 30% by eliminating most paper tickets in favor on online only tickets and other expense reductions.

●        Established release management guidelines for testing & quality improvement.

 

 

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AT&T MANAGER/OPERATIONS PLANNER/MAJOR BIDS & PROPOSALS

●        Received recognition & awards for participation & support on teams developing technical solutions, operations plans, & authoring winning proposals in response to long-term multimillion dollar domestic & international services Government (GSA & DOD) RFPs, including: ID3; FTS2000-PRSR; HITS; & Baltimore 311.

●        Achieved 30% cost reductions by developing implementation plans that take advantage of existing architecture while incorporating improvements to increase efficiency & improve customer & employee satisfaction.

 

AT&T PROCESS ENGINEER/ CASE TEAM LEADER

●        Created new & improved existing operations processes for telecommunications services.

●        Reduced average customer complaints & escalations from four per month to less than one per month.

●        Increased completion-on-time from 85% to 98%. 

●        Received recognition & awards for assisting in the transition of major customer's services to AT&T.

●        Greatly increased employee morale & customer satisfaction through developing & conducting developmental, communications, & team-building training.

AT&T MAJOR BIDS/CONTRACTS/PROJECT MANAGER

●        Coordinated dozens of winning major bids & proposals for telecommunications installation services. 

●        Successfully managed multiple contracts & projects for outside plant EF&I fiber optics projects bringing each project in on time & at or under budget.  Increased pull through sales by 35%.

●        Increased equipment sales by developing Minority & Women Owned Business Enterprises (M/WBE) as assemblers & re-sellers of AT&T equipment. 

AT&T DATABASE/METHODS & PROCEDURES MANAGER

●       Increased customer satisfaction from 85% to 99.5% in the first three months on the job. 

●       Wrote new & improved existing methods & procedures for WATS/800 repair services to increase productivity & reduce costs. 

 

 

CONTINUING EDUCATION

●        Introduction to Networks, Strayer College - Arlington, VA  

●        Legal Method, John F. Kennedy University School of Law - Walnut Creek, CA  

●        Project Management - Contract Management - George Washington University (GWA), Washington, DC   (Audit via AT&T)

●        Project Management - Scheduling & Cost Control - GWA, Washington, DC   (Audit via AT&T)

●        Project Management - Risk Management & Continuous Improvement - GWA, Washington, DC  (Audit via AT&T) 

 

TRAINING

●        Optical Network Terminal (ONT) Types, Verizon Corporate Training

●        The Impact of Culture on Communications, Verizon Corporate Training

●        Leveraging Gigabit-capable Passive Optical Networks (GPON) for Mobile Backhaul, Verizon Corporate Training

●        CEVs, Huts, & Cabinets Verizon Corporate Training

●        Litespan 2000 Operations & Planning - Verizon Corporate Training

●        Introduction to FTTP & FIOS - Verizon Corporate Training

●        ICGS, (C.A.D. for FTTP) - Verizon Corporate Training

●        Basic Outside Plant Engineering I, II, & III - Verizon Corporate Training

●        Introduction to Caliber RM - TBI

●        ATM & Data Networking - AT&T Technical Education Center

●        ATM & Broadband Technology & Applications - AT&T Technical Education Center

●        Qualified Account Executive - AT&T Account Executive Assessment Center

●        Introduction to ATM & BISDN Concepts - AT&T Technical Education Center

●        Information Mapping Structured Writing - AT&T Technical Education Center

●        Managing From The Future Course Leader Certification - Liberty Consulting Team

●        Implementing Activity Based Costing - Sapling Corporation

●        Process Management & Statistical Quality Control - Abbott Associates

●        Business Case Development - AT&T School of Business

●        Management Problems of the Technical Manager - Pryor Seminars

●        Process Quality Management & Improving (PQMI) - AT&T School of Business

●        Contracts & Legal Issues - AT&T Corporate Education & Training

●        Negotiating To Yes - AT&T Corporate Education & Training

●        ISDN Site Managers Training - AT&T Corporate Education & Training

●        Communications Workshop - AT&T Corporate Education & Training

●        Leadership For The Future - AT&T Corporate Education & Training