JACK RICHMOND

Los Angeles, CA 

Cell: 310-606-0236

 

Telecom Management

 

Synopsis

 

·   Experience:

o   Extensive experience in the telecommunications field.

§   Wire line (LAN and WAN)

§   Wireless

§   Voice over IP

·   Leadership

o   Service delivery project teams

o   Field maintenance and implementation teams

o   Telecommunications center management

·   Client Relations:

o   Coordinating and resolving technical and project issues with clients, vendors, and internal teams.

o   Issue negotiation skills

·   Focus:

o   Service delivery management

§   Provisioning/implementation of deployment plans/processes and post-install operational

support

 

Knowledge base

 

·   Troubleshooting technological issues

·   Telecom circuit provisioning, installation and maintenance

·   Voice over IP

·   Fiber and copper ISP/OSP

·   RF/Wireless networking (Cricket macro and AT&T iDAS)

·   Service delivery process development

·   Purchase Order processing

·   Business writing / reporting

·   Microsoft Suite

 

Education

 

·   Business Administration – University of Utah

 

Service delivery management:

 

·  Over 9 years of established success as an adaptable high tech service delivery manager.

o   Revamped milestone service delivery systems for two telecom providers.

o   Led service delivery in a:

§   Regional manager role

§   Engineering implementation team

§   Pre and post sales support for sales team

§   PMO organization

§   Startup small business

§   Wireless network rollout

§   VOIP system provider environment

§   Military ISP/OSP fiber / trenching rollout environment

 

 

Federal Government Clearance

·   Secret Clearance (Department of Defense)

 

Professional Experience

 

CHC Consulting (at AT&T Lightwave Group)  - Alhambra, CA

OSP ENGINEERING PROJECT MANAGER 03/2013 – 08/2013

 

Responsibilities:

Contracted by AT&T to project manage the delivery of multiple, concurrent outside plant work assignments for the Los Angeles market.  These assignments required a solid understanding of outside plant circuit design, transmission and distribution procedures, cable placement and splicing practices and cable protection.  Interpreted data based on design intent by applying engineering design standards to underground and aerial pole line cable plant.  Resolved anticipated construction problems through drawings.  Executed work orders and purchase orders for outside plant facilities while meeting quality, time and budget constraints.  Responsible for coordinating work with CAD design engineers, substructure engineers, network planners and quality control department for delivering fiber and copper facilities.  Validated field audits of existing outside plant activities.  Worked with designers and drafters to devise optimal infrastructure solutions.

Keywords: right of way (ROW), easements, ground beds, poles, traffic control plans, trenching, conduits, on-demand purchase orders, job assignments, work order escalations, Thomas Guide.

 

Avion Systems (at AT&T Antenna Systems Group (ASG)) – Cerritos, CA

TELECOM PROJECT MANAGER02/2011 – 04/2012

 

Responsibilities:

Contracted by AT&T to manage the delivery of 3G (UMTS) and 4G (LTE) distributed antenna systems (DAS) for the Los Angeles market.

·   Serve as the single point of contact to oversee the implementation of iDAS projects. 

·   Push the resolution of roadblock issues in the following project stages:

o   Contract negotiation

o   Pre-construction

o   Construction and Engineering

o   RF Engineering

o   On air activation

 

Provide weekly project status reports and performance data to C- and director level management and stakeholders via QuickBase, Excel and Power Point.  Develop and present status reports on project timelines, issues, jeopardy’s, etc. 

 

Identify hooks into external and internal organizations to define project scope, develop project schedules, coordinate critical path dependencies, manage and track project expenditures, track and drive issues and jeopardy’s to resolution. 

 

Monitor status of individual subcomponents to develop and communicate single view of project. 

 

Establish sub-team hierarchy as required to coordinate and close issues.  Use project management tools to ensure project is delivered as planned. 

 

Managed new site builds (NSB) with LTE equipment 

 

Managed site upgrades including swapping out UMTS transport equipment for LTE

 

Keywords: Ericsson, Ethernet deployment, CASPR, Quick Base (a project management milestone / provisioning tool

used by AT&T - which is similar to Granite.

 

 

Good People (at Camp Pendleton Marine Corps Base)  San Diego, CA

TELECOM PROJECT MANAGER07/2009 – 06/2010

 

Responsibilities:

Contracted to Camp Pendleton Marine Corps Base to manage the delivery of multiple fiber and copper OSP/ISP telecommunication /engineering projects:

·   Served as single-point of contact: established, maintaining and managing expectations of customer, sub-contractor and joint venture partner within federally mandated ISP (building)/OSP (underground) guidelines.   

o   Resolved issues, managed resources, interfaced with client representatives.

o   Managed internal customer relationships, set up business processes and procured network equipment.

o   Managed budget discussions and roll-out plans.

o   Issued and managed purchase orders for equipment

o   Provided project status reports and performance data to management and stakeholders via MS Project.

o   Validated engineering documentation and implemented new switches, collocations, transport facilities and related equipment.

o   Supplemental projects:

§   Performed audit of base-wide WAN and ISP LAN networks.

§   Installed Ethernet 100/1000 switch and subordinate 10/100 switches using single mode and multimode fiber optics.

§   Replaced old class 5 telephone poles with new class 4s across the base using GIS database.

§   Installed trial DAS.

Tools: Peoplesoft, MS Suite including MS Project and Visio.

Keywords: planner, service delivery, contractor management, OSP/ISP base wide audit, ISP equipment install, OSP fiber optics cables (single and multimode), copper, trenching, manhole / vault, splice case, TIA/EIA 568, ISP Cat 3, Cat 5E, Cat 6, telecommunications equipment room, hardware installation, WAN and LAN ISP IDF and MDF wiring closet, cross connects, patch panel, SCADA, WLAN, Ethernet switch, IEEE 802.3, wireless access point, microcell, 802.11g, 802.11n, UPS, NIC, DOD secret clearance.

 

Harris Corporation  - Melbourne, FL

WESTERN REGIONAL OPERATIONS MANAGER03/2008 – 10/2008

 

Responsibilities:

·   Managed WAN telecommunications maintenance and installations to meet or exceeded SLAs.

o   Managed 59 field personnel located throughout the western United States.

o   Developed policies and procedures for installing, troubleshooting and maintaining equipment.

·   Worked with members of FAA and Harris IS staff to ensure telecommunications solutions met client's needs.   

·   Traveled the western U.S. to FAA field offices for SLA reviews.

·   Oversaw vehicle use, test gear distribution, and training. 

·   Wrote performance reviews and performed oversight on timesheets. 

·   Kept the program operation within pre-established budget

·   Provided staff to FEMA call centers during national disasters.

Tools: Peoplesoft, MS Suite including MS Project and Visio

Keywords: Field personnel management, project management, service delivery, maintenance, installation / implementation, trouble tickets, dispatch, mean time to repair (MTTR), expense control, DOD secret clearance.

 

PCS Telcom  - West Los Angeles, CA
TELECOM PROJECT MANAGER 04/2007 – 03/2008

 

·   Managed delivery of VOIP rollouts to jails and prisons across the country

o   Researched, planned, designed, implementations.

o   Attended Request for Proposal (RFP) meetings, collaborating with sales team to determine feasibility of providing and servicing the system as mandated by the RFP.

o   Issued service orders as required for contractors and equipment delivery.

o   Supervised technicians during on-site preparation and installation.

§   Implementation of Cisco routers, proprietary VOIP system/phones, ISP and telco circuits.

§   Ensured projects were completed on time, within budget and to specification.

Tools: MS Project, Excel, PowerPoint, Explorer, VISIO.

Keywords: RFP, RFI, RFQ, contractual agreements, service delivery, work breakdown structure, (WBS), procurement, bill of materials (BOM).

 

Vinjay Communications (at Cricket Communications) – San Diego, CA

WIRELESS PROJECT MANAGER03/2006 – 01/2007

 

Contracted to Cricket Communications to help deliver new Nortel CDMA wireless switch network to bring up 323 wireless Base Transceiver Station (BTS) sites:

·   Researched, designed, ordered, tested and implemented telco OC-12, DS3, DS1 to support new network build. 

·   Set up standard operations procedures (SOP) for the network operations team to troubleshoot, escalate and resolve network trouble and performance issues.

·   Worked with RF engineering to ensure the best possible network performance.

·   Installed Gigabit Ethernet switch to AT&T fiber ring and maintained port assignments.

·   Issued and managed service orders for equipment and telecom circuits.

Tools: MS Project, Excel, Visio, MS Word, MS Outlook, Alcatel digital cross connect system, network switches, Unix command line interface (CLI).

 

Cox Communications  - San Diego, CA

TELECOM PROJECT MANAGER08/2005 – 03/2006

 

Contracted to San Diego Cox Business Systems and reported directly to the Vice President of Sales: 

·   Specifically hired to develop and document standards for improving service delivery processes by extensively modifying the order tracking / provisioning system (strongly similar to AT&T’s Granite) by working with client’s SMEs.

·   Generated established weekly progress for executive-level management.

Tools: Metasolv, service delivery, MS suite including MS Project and MS Visio.

 

Airespring  - Van Nuys, CA

TELECOM PROJECT MANAGER08/2004 – 08/2005

 

·   Reported directly to the Vice President of Operations to produce 308% company growth in ten months.

·   Managed WAN delivery service team (sales engineers, order trackers, and network implementation engineers, billing specialists, and trouble ticket administrators) in selling QWEST and Global Crossing T1 and DS3 voice, data, and internet circuits.

·   Developed, documented, and communicated standards to improve delivery and maintenance processes. 

·   Performed customer network oversight by troubleshooting and resolving complex network problems to ensure minimal disruption of customers’ critical applications. 

·   Coordinated network implementation and team interactions with customers and vendors for installation and repair of routers, switches, PBX, predictive dialers and other associated equipment hardware and software. 

·   Performed customer-facing client service manager role.

·   Generated established periodic reports for upper management and customer base.

·   Project managed software programmers and vendors in revamping a billing system using Application Program Interface (API) and entity relationships (ER).

Tools: MS Suite including MS Project and MS Visio.

Keywords: Network design, service delivery, circuit provisioning, help desk, billing dispute resolution, business startup processes.

 

 

MCI WorldCom (19 years in various capacities – see below)  - Rockville, MD / Reston, VA / Salt Lake City, UT

 

TECHNICAL SUPPORT MANAGER (POST SALES ENGINEER)  03/2000 - 03/2003

 

·   Managed face-to-face customer relationships for retention and possible up-selling.

o   Available to customer 24X7 to serve as the escalation manager for highly priority trouble tickets.

o   Acts as the customer advocate meeting service level agreement (SLA).

§    Sustained the availability of data and voice networks (including virtual call centers) at 99.94% for multiple global and national customers.

§    Produced network performance reports for monthly review with customers.

§    Managed customer notification of network grooming activities.

Keywords: Post mortem, escalations, troubleshooting, Cisco routers, OC-X, T3, T1, Fractional T1, DS0, frame relay, ISDN PR, CLEC, ILEC, PTTs (international "LECs").

 

NETWORK IMPLEMENTATION PROJECT MANAGER 01/1999-03/2000

 

·   Responsible for delivery of telecom projects in excess of $500K revenue per month. 

·   Project delivery management:

o   Tracked LAN and WAN vendor hardware and software implementations.

o   Coordinated with circuit provisioning personnel.

o   Coordination with engineering and operations.

o   Scheduled, tracked and reported on all project movement.

·   Maintained strong customer/vendor relationship.

·   Provided on-site post mortems to stakeholders on complex escalations / problems. 

Tools: MS Suite including MS Project and Visio, remote network manipulation and testing tools

Keywords: Service delivery, redundancy, shadow circuits, lit and dark fiber.

 

SALES ENGINEER/TECHNICAL SUPPORT MANAGER06/1995 - 01/1999

 

·   Served as the technical resource for the Salt Lake City sales team for all WAN voice and data services sold by MCI WorldCom. 

·   Managed the service delivery and post-sale installations projects and the ongoing maintenance/and performance of the customer’s networks.

·   Responsible for projects in excess of $500K revenue per month. 

·   Sold Services: Call Center services, Audio/Video Conferencing and Messaging, dedicated, DS3-OC3 trunks, IP VPN (frame, ATM, IP, and dial), Managed services (network surveillance).

·   Sold Circuits:              OC-12, OC-3, T3, T1, Fraction T1, DS0

Keywords: Pre-sales support, subject matter expert (SME), consultant, service delivery, escalations, troubleshooting, post mortem, Cisco routers, OC-48, OC-12, OC-3, T3, T1, Fraction T1, DS0, frame relay, ISDN PR, CLEC, ILEC, PTTs (international "LECs").

 

LEAD FRAME RELAY IMPLEMENTATION PROJECT MANAGER 3/1992 - 06/1995

 

·   Led the service delivery team for implemented over 3000 new WAN frame relay circuits/networks

·   Assisted account teams in verifying the validity of data network infrastructure designs and procedural test plans for customers. 

o   Operations Support Systems (OSS): Remote circuit testing, DACS cross connects, frame relay gateway port configurations, circuit provisioning systems.

Tools: Remote network manipulation and testing tools

Keywords: Service delivery, PVC, DLCI, cloud, BECN, FECN

 

TELECOMMUNICATIONS CENTER MANAGER 06/1986 - 03/1992

 

·   Supervised twelve data communication technicians with technical support functions in an IBM front-end-processor (FEP) and IDNX multiplexer, 24x7, NOC environment. 

·   Supported a 3,000-user community

·   Managed problem resolutions and all facility issues: Power, HVAC, fire protection (predominately halon) and networking upgrades.  Responsible for ensuring center’s 18- month expansion/upgrade costs remained within budget.

Keywords:  IBM 3090 mainframe and VTAM gens, IBM 3725 FEPs, IBM NetView/NCCF, network management.