Richard Brown

Experience

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  Pepco Holdings

  Sept 1989 - Jan 2001

  Telecommunications Network Specialist & Project Manager

  STRATEGIC MANAGEMENT & LEADERSHIP SKILLS:• Managed & supported Pepco’s telecommunications infrastructures to include over 20 independent sites, 17+ PBX’s systems and over 3,000+ users • Managed a 4 manned service crew and a two manned maintenance crew on projects that supported the Pepco electrical systems • Managed the build-out and expansion of new and existing substations, power plants and satellite offices throughout MD, VA, & Washington DC INNOVATION AND TECHNICAL RESPONSIBILITIES:• Engineered and implemented Pepco’s cabling and telecommunication infrastructure redundancy route for three generation plants ORGANIZATIONAL DEVELOPMENT & COLLABORATION:• Designed, implemented, and managed the Call Center operations center project using an Cisco/Avaya Solution ACD, IVR, and CTI applications• Designed and managed the implementation of the IT Disaster Recovery process, cabling infrastructure redundancy route for three generation plants• Implemented various IT infrastructures to include but not limited to the following telecom hardware and/or equipment: racks, cabinets, wire managers, power strips, UPS systems, RJ45 patch panels / punch down blocks, fiber enclosures and fiber termination methods, copper and fiber cabling for outside and inside plant cabling requirements and all the requirements for an IDF/MDF telecom build out • Managed the Y2K Command Center, the consolidation of three Power Plants Control rooms and the replacement of a Nortel Switch with a G3R Show less

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  Booz | Allen | Hamilton

  Jan 2001 - May 2002

  Senior Technical Engineer & Project Manager

  Major Initiatives Under Booz | Allen | Hamilton Managed and directed the IT network and telecom design, implementation and deployment of newly deployed geographically dispersed offices and all IT systems.Developed and shaped new business model solutions to meet and justify new objectives by developing business cases, cost and benefit analysis for IT initiatives.Negotiated and administered IT vendor consultant contracts and service agreements while developing metrics goals to show quality, performance, and sustained results.Managed the operational IT budget, staffing, procurement of hardware & software to meet organizational business needs and objectives across multiple business units. Created and managed the firm first, Global Video Dept. and Global Cellular Dept. for the Commercial, Government and the Business supporting a global platform. Implemented alternative approaches in advising key personnel on the networks infrastructure/topology and design to expand the organization technical capabilities. Launched innovative initiatives to build partnerships in delivering operational reliability and business resiliency to established service level agreements. Researched and implemented new technologies which resulted in providing a cost saving to the business in cable installation management. Developed and executed on alternative approaches to secure alliances with local & foreign gov’t officials & dignitaries and key corporate stakeholders and executives. Show less

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  Signal Solutions a General Dynamic Company

  Jun 2002 - Apr 2004

  Senior IT Information Technologist & Project Manager

  Major Initiatives Under General Dynamic / Signal Solutions - Security Clearance Managed the engineering, acquisition, implementation of the Defense Reform Initiatives to impact the warfighter's ability to obtain secure access to critical information; projects includes; Digital Switch Systems Modernization Program, Defense Communications Systems-Pacific, Defense Communications Systems-Europe, Future Combat Systems, Home Station Operation Centers, Global Information Grid, GIG Bandwidth Expansion, NATO, the Government and Military Campaign Plan, Modularity (Pool of standardized, self-contained units), Government and Military Expeditionary, Joint and Combined Forces. Managed and led internationally dispersed team of resources throughout a multi-dimensional, multifaceted, multidiscipline program, throughout various geographical locations, abroad & stateside, for the reengineering and implementation of the United States Military Bases network operation and telecommunications infrastructures and supporting D.O.D. and D.H.S. branches and the United States Military within the Five Active-Duty Units, (Air Force, Army, Navy, Marine, Coast Guards) Managed classified information and defense regulatory controlled systems intelligence, mobility, command control, logistics, computer intelligence. Managed IT staffing to include task prioritization, recruitment, supervision, scheduling, development, and performance management. Show less

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  Consultant for a Private Independent Organization

  Oct 2004 - Jun 2005

  Senior IT Project Manager

  • Designed and engineered the telecommunications infrastructure and systems. Identified and established all associated telecommunications hardware that will support and provide a redundant, sound, and secured telecommunications network• Provided network-planning analysis, & forecasting of capacity related issues• Prepared all the necessary documents and information which provided an all-inclusive executive report• Designed architectural network plans, structural plans, mechanical plans, above and below ground civil work with the purpose of designing and supporting the telecommunications and supported IT systems for systems integration for pre-selected regions within predefined areas • Designed, engineered and determined requirements, sizing network elements, engineering CAD schematics • Defined and improved current telecommunications standards to maximize on the economy efficiency while participating in the business negotiation for pre-selected geographical regions Show less

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  Network Infrastructure Corporation (NIC) acquired by Logicalis

  Jun 2005 - May 2006

  Senior IT Project Manager

  Major Initiatives Under Network Infrastructure Corporation (NIC)Influenced the customer's thinking to develop alternative solutions to meet the customer and the business IT capabilities and strategic objectives.Developed and led a holistic strategy for growth while developing strategies to increase penetration of existing customers on their IT infrastructure and IT systems.Managed and built the IT network infrastructure, security, audio & CCTV, building automation voice & VoIP build out for Seven Canyon, to include fiber to 32 luxury custom multimillion dollar villas, the IDF infrastructure build out of each villa tying back to the newly built MDH and a state of the art customize voice systems. Managed the complete IT build out of the Washington School District Main District Office to include network, voice, security, CCTV, monitoring, etc. Managed the additions and implementation of IT solutions for the Fort McDowell Casino, overseeing operational activities of new projects and/or initiatives. Managed the complete IT re-design and the IT infrastructure build out of the Arizona Phoenix International Raceway (PIR).Generated a 25% gross profit margin, on 90% of the projects by implementing alternative approaches to employ proper resources balance, execution and utilization. Show less

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  American Express

  May 2006 - Dec 2006

  Senior IT Project Manager

  American Express - Data Center 2015 (DC2015): Managed the Architecture Network Design, Engineering, Implementation, Testing and Certification of the Core, Distribution and Access Layer network of one of the world largest Data Center within a 509,000 square feet of building space utilizing a Cisco platform, this includes the DC2015 Architecture Security Requirements Simultaneously managed multiple initiatives independent projects in support of DC2015: Circuits delivery, install and turn up, WAN Aggregation, Data Replication, WAN Migration to GWAN, Design, Engineering, Implementation and Certification of DC2015 Crypto Room, Application Latency Etc….Managed Amex security operational functionality in the DC2015 to include but not limited to the following Security utilities: Tufin, DNS Sinkhole, Secure CRT, Lumeta, NetSec ID, Symantec, Vmware, nCircle, McAfee Suite, Envision, ASA, IPS/IDS, Cyber-Ark, Safe-word Secure Premier Access, Tufin, Tembria, Aruba Wireless Taxi- Server, SYSLOG, Imperva, Encase and a host of other security utilities to ensure the company information is secured and protected, risk is managed, and all legal and regulatory requirements are met. Show less

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  TriWest Health Care Alliance

  Dec 2006 - Apr 2007

  Senior IT Project Manager

  Major Initiatives Under Tri-West Health Care Alliance - Security ClearanceImplemented PMO goals, standards and processes supporting projects lifecycle of planning activities, requirements, scope, architecture design, build, test, implementation, documentation and close-out activities within a project lifecycle supporting the business technical IT strategy. Managed multiple highly political challenged enterprise wide IT programs/projects initiatives dispersed over a multitude of business initiatives and business units. Managed the initiation, planning, design, execution, deployment and close of strategic projects, across multiple lines of business, supporting a statewide initiative. Developed and established industries best practice policies and procedures to increase the productivity and efficiency in delivering a quality product and service. Show less

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  Arizona Public Service (APS)

  Jun 2007 - Apr 2011

  Senior IT Project / Program Manager

  Major Initiatives Under Arizona Public Service (APS) Developed APS’s first PMO; increased the PMO capability and service offerings; mentored subordinate PM’s and championed the PMO as a strategic partner.Developed business cases and cost/benefit analysis for IT initiatives while administering and negotiating various vendor/partner contracts and service agreements.Developed business and financial stratagems to adopt innovative solutions and services to increase and achieve business capabilities and IT objective. Developed and managed the Network Stability & Modernization Program which upgraded end of life and non-supported Cisco hardware; re-designed the public IP space to a private address schema, eliminated the layer 2 architecture to a layer 3 routed access tier design, upgraded to a Gold standard, IOS & QoS, migrated from EIGRP to OSPF, Route Summarization, VLAN & Subnets Migration, in conjunction with Structured Cabling, Remote Access, Building Automation Content Management and improved the Voice & Power Requirements, Perimeter Intrusion Detection Systems, Electronic Security Systems, South West Intrepid Perimeter Systems, PTZ Cameras, CCTV, DSX Access Control & Card Readers, Physical Security, IP Network; Power/Process & Corporate WAN, and TDM Network. Managed Pinnacle Peak, Morgan & Raceway Substation IT network/infrastructure build out and the expansion of three major substation to include the Control rooms. Managed the engineering, integration, and design effort of isolating and separating the secured Power WAN from the Local WAN. Managed the 110 miles of fiber install on 500kv Transmission lines from Morgan Substation to Pinnacle Peak connecting Southwest Phoenix to Northeast Phoenix and managed the effort to cross a major 8-lane highway (Interstate 17) using a helicopter to carry the fiber across the highway and continue work. Show less

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  American Express

  Apr 2011 - Jun 2012

  Senior IT Project / Program Manager

  Major Initiatives Under American Express Managed the Network Architectural Design, Build-Out, Implementation, Execution, Testing, Certification and UAT of one of the world’s largest Data Center DC2015.Drove strategic process improvement initiatives across cross functional teams to standardize efficiencies that resulted in a huge impact throughout the organization.Managed the Amex IT Global Security portfolio to include developing metrics for department goals based on quality, performance, and sustained results.Managed the design and build out and implementation of the following projects: Midrange Tape Data Security, Mainframe Tape Data Encryption, Global Coverage and Central Management, Antivirus Capability, Information Transportation, Storage Security, High Availability for EPo Console, Cisco Switches and Routers, etc.Identified trends and determined process improvement while implementing change, instituted backup strategies in anticipation of potential problems and/or issues. Additional projects under AMEX: Encryption & Mainframe Encryption, Global Patch Management, Tape Backup & Virtual Tape Backup and Global Load Balancing. Show less

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  Apollo Education Group

  Jul 2012 - May 2016

  Major Initiatives Under Apollo Group / Education Managed the Data Center consolidation by decommissioning 1800 physical servers, 1000 VM’s, 200 Network Devices and migrated 800 Servers & Network Devices. Managed the architectural design, build, implementation, test and deployment of the NICE 4.1 Voice Analytical System to include building out 6 new environments.Managed the horizontal & vertical IT portfolio of Programs & Projects within Operation Services, encompassing a collection of 3-programs and 5 specialized projects. Managed the Services improvements initiative to align work efforts to a standardized process, to support ITOC in how products are introduced into the network.Developed business requirements, docs, and technical requirements to ensure design solutions are successfully captured, documented, understood and implemented. Developed strong alliances with (6) C-Level Executives, (9) Department Heads, and (12) Frontline managers to ensure visibility and accountability across the business. Show less Managed the Data Center Consolidation; Decommissioned 1800 physical servers, 1000 VM’s, 200 Network Devices and migrated 800 Servers & Network Devices. Managed the architectural design, build, implementation, test and deployment of the NICE 4.1 Voice Analytical System to include building out 6 new environments.Managed the horizontal & vertical IT portfolio within Operation Services, encompassing a collection of 3-programs and 5 specialized projects. Implemented a Splunk solution dashboard in the Data Center Network Operation Center and in the CIO office to provide live data of the network performance.Managed the Services improvements initiative to align work efforts to a standardized process, to support ITOC in how products are introduced into the network.Developed business requirements, docs, and technical requirements to ensure design solutions are successfully captured, documented, understood and implemented. Developed strategic alliances with 6 C-Level Executives, 9 Department Heads, and 12 Frontline managers to ensure visibility and accountability across the business. Directed a data center consolidation, retiring 1,800 physical servers and 1,000 VMs while migrating 800 servers within a strict timeline.Facilitated the deployment of the NICE 4.1 analytical system and integrated Splunk solutions for real-time network performance analysis across multiple environments.Developed training materials for users and effectively resolved over 1,000 customer support inquiries, achieving a satisfaction score of 91%. Show less

  • Senior IT Project / Program Manager

    Jul 2012 - May 2016

  • Senior IT Project / Program

    Jul 2012 - May 2016
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  Cisco

  May 2016 - Dec 2020

  Service Delivery Manager

  ● Promoted from Program Manager to Customer Success Manager before assuming Service Delivery Manager position in 2018, responsible for a portfolio of 60+ accounts spanning across 11 states.● Identified new business opportunities, driving Year Over Year (YOY) growth in bookings, revenue opportunities, and delivery execution while maintaining a 55% profit margin.● Maintained a $25 million book of business across the combined State, Local and Education (SLED) program within my portfolio, while successfully managing the Annual Recurring Revenue (ARR) and the Profit and Loss (P&L) to ensure profitable and successful business and customer outcomes while identifying growth and expansion opportunities.● Created and led integrated account planning sessions, joint account planning sessions, and quarterly business reviews for over 26 + key stakeholders.● Developed custom training / education materials to establish a seamless onboarding process, reducing learning curves and increasing customer loyalty.● Managed key accounts across various Local and State universities and government agencies, providing unwavering customer service to maintain an 95% customer satisfaction rating.● Spearheaded critical account planning by mitigating issues and developing innovative solutions to complex problems to prevent escalation. ● Proposed opportunities to increase penetration of existing services, amplify pipeline, and increased bookings through wider service adoption, generating upward over $20M in new revenue, year over year.● Proven track record of driving customer success and aligning in complex customer environments at the executive and departmental level.● Led cross-departmental teams to address customer issues, reducing resolution time by 40% and enhanced overall customer satisfaction scores. Show less

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  Cisco Systems

  May 2016 - Dec 2020

  Major Initiatives Under Cisco System ● Promoted from Program Manager to Customer Success Manager before assuming Service Delivery Manager position in 2018, responsible for a portfolio of 60+ projects spanning 11 states.● Managed a portfolio of over 60+ projects within the USPS SLED West territory, supporting the Desert Plains Western Operation Region. ● Identified expansion opportunities, driving year over year growth in bookings, revenue opportunities and delivery execution, while maintaining a 55% profit margin. ● Identified new business opportunities, driving Year Over Year (YOY) growth in bookings, revenue opportunities, and delivery execution while maintaining a 55% profit margin.● Maintained a $25 million book of business across the combined 29 universities and government agencies (SLED) program, while successfully managing the Annual Recurring Revenue (ARR) and the Profit and Loss (P&L) to ensure profitable and successful business and customer outcomes while identifying growth and expansion opportunities.● Created and led integrated account planning, joint account planning, and quarterly business reviews for over 26 key stakeholders.● Developed custom training and education materials to increases the onboarding process, reducing learning curve ● Spearheaded critical account planning session to mitigate issues and developing innovative solutions to complex problems. ● Increased the penetration of existing services, amplified pipeline, and increased bookings through wider service adoption, generating $20M in new revenue.● Led cross-departmental teams to address customer issues, reducing resolution time by 40% and enhanced overall customer satisfaction scores by 45%● Developed strategies for service growth through unexplored opportunities to increase the penetration of existing services which increased pipeline opportunities.● Identified market opportunities through data analytic to drive bookings and achieve growth and wider service adoption. Show less

  • Service Delivery Manager

    Dec 2018 - Dec 2020

  • Service Delivery Manager

    Sept 2018 - Dec 2020

  • Customer Engagement Manager

    Jun 2018 - Sept 2018

  • Program Manager

    May 2016 - Jun 2018
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  Splunk

  Jan 2021 - Jan 2024

  ● Promoted from Engagement Manager after two years due to track record of promoting customer engagement by 70% through renewals, regular business reviews, and goal alignment.● Supported the Strategic Northwest Territory to include Meta, MUFG Union Bank, US Bank, Nordstrom, Kaiser Permanente, Premera Blue Cross, Advanced Micro Devices.● Providing planning and oversight while demonstrating adoption and technical best practices to ensure customers achieve their strategic objectives and maximum value from their investment. ● Liaison between the customer and the Splunk ecosystem, streamlining partnership with Account Manager Product Management, Engineering, Professional Services, Education, and others. ● Increased customer retention by 98% by proactively monitoring customer health scores through data analytics and CRM tools, addressing issues before escalation in order to boost satisfaction rates. ● Developed and managed multiple product-related dashboards and performance metrics, analyzing data resulting in a significantly decreasing customer churn rate by 20%● Captured customer feedback to identify growth opportunities and inform product/service improvement initiatives.● Collaborated and partnered with cross-functional teams to ensure timely issue resolution while enhancing communication within the organization.● Pioneered and developed customer education initiatives that drove product adoption by 30% and increased onboarding time by 60% within the first months of implementation.● Executed tailored customer success plans to identify growth opportunities with high-volume clients, contributing to an 30% increase in upsell and cross-sell revenue and closed multi-year renewal agreements with key accounts.● Designed and developed a customer feedback survey program which generated an aggregate of 5,500+ responses over 2 months, driving customer satisfaction scores to an all-time high of 93%. Show less Customer Success Manager | January 2020 - January 2024● Promoted from Engagement Manager after two years due to track record of promoting customer engagement by 70% through renewals, regular business reviews, and goal alignment. Responsible for a portfolio of 80+ accounts spanning over 29 states and 16 Top tier accounts. ● Increased customer retention by 98% by proactively monitoring customer health scores through data analytics and CRM tools, redefining the value narrative and addressing issues before escalation in order to boost satisfaction rates. ● Developed and managed multiple product-related dashboards to include cybersecurity initiatives and performance metrics, analyzing data resulting in a significantly decreasing customer churn rate by 20%● Captured customer feedback to identify growth and adoption opportunities and inform product / managed service of improvement initiatives.● Collaborated and partnered with cross-functional teams to ensure timely issue resolution while enhancing communication within the organization.● Pioneered and developed customer education initiatives that drove product adoption by 30% and increased onboarding time by 60% within the first months of implementation.● Collaborated with cross-functional teams and key stakeholders in defining customer requirements for the creation and lifecycle management of SOWs, PSAs, RFP’s and NDAs, to support attained Transactional and Subscription services.● Executed tailored customer success plans to identify growth opportunities with high-volume clients, contributing to an 30% increase in upsell and cross-sell revenue and closed multi-year renewal agreements with key accounts, while maintaining a combined $25M + ARR across all accounts. ● Designed and developed a customer feedback survey program which generated an aggregate of 5,500+ responses over 2 months, driving customer satisfaction scores to an all-time high of 93%. Show less ● Managed the Professional Services Engagement across 28 State and Local Government Agencies, and University/Colleges within Public Sector to include Tribal Casinos. Also managed various Federal Agencies to include but not limited to: National Aeronautics and Space Administration (NASA), Department of Interior (DOI), Department of Energy (DOE), Department/Agencies within Human Health Services (HHS), Indian Health Services (HIS), Centers for Medicare & Medicare Services (CMS), National Institutes of Health (NIH) and Centers for Disease Control and Prevention (CDC), Totaling $5M book of business in annual renewals ● Delivered and drove customer excellence and customer success through the delivering of solutions and services that aligns to the customer strategic initiative. ● Partnered and collaborated with the Contract Office, Project Management Office, and the PMs to adhere to Splunk Best Practices and Business Guidelines ● Created and executed RFP’s/SOWs in partnership with the area sales teams, leverage existing proposals and SOWs to maximize efficiency and consistency. ● Managed and provided forecasts opportunities and pipeline, ensuring the data/information in SFDC is up to date at all times.● Collaborated with Regional Sales Managers, Sales Engineers, and Subject Matters Experts to set and build pipeline, close bookings, measured by forecasted targets.● Managed the remediation of customer impediments, while serving as customer advocate to ensure problems are effectively and rapidly resolved. 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  • Customer Success Manager

    Jan 2023 - Jan 2024

  • Customer Success Manager

    Jan 2020 - Jan 2024

  • Engagement Manager

    Jan 2021 - Jan 2023