Ralph Young, PMP

Experience

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  Direct Marketing Services

  Jan 1994 - Jan 1999

  Call Center Director

  • Developed and directed overall management of Contact Center consisting of 50+ management employees and 500 representative stations while maintaining a positive, high-energy team environment that fostered mutual trust, respect and a commitment to organizational goals• Regularly surpassed site revenue goals by delivering a high-quality customer experience and maintaining profitable customer transactions via all business channels • Development, authentication, and dissemination of all site metrics to other department heads and reported directly to CEO• Administration and ongoing maintenance of Aspect Communications ACD and associated systems/applications• Regularly analyzed enterprise wide telecom usage and configuration to identify optimization opportunities and/or savings; worked directly with Telco vendors to request moves/adds/changes, negotiate and manage Telco contracts Show less

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  Aspect Software

  Jan 1999 - Jan 2005

  Field Support Engineer

  • Ensured the highest level of customer satisfaction at all times through prompt, thorough, and professional technical assistance via various means of delivery; i.e. telephone, web, e-mail or case administration• Utilized Clarify, Web Applications, SQL query language, CMD prompt commands, Norton’s Ghost, Microsoft Office applications and various internal diagnostics daily to provide global technical assistance to Aspect customer base and field personnel • Performed maintenance and diagnostics of local install base while seeking additional revenue opportunities; also provided global technical assistance to ensure successful installations, software/hardware upgrades • Participated as the technical project manager in the Western Region for new installations and large upgrades of Aspect supported hardware/software• Maintained and provided timely and accurate reporting, case management and escalation of all necessary transactions relevant to customer sites and parts depot Show less

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  Progressive Gaming International Corporation

  Jan 2006 - Jan 2008

  Western Region Field Support Manager

  • Upheld the highest level of customer satisfaction while executing company/customer requests• Trained, motivated, and led a team of remote and local Field Support Engineers with varying levels of technical abilities • Responsible for all facets of product installation/delivery, project management, and support throughout Western U.S. for entire product line including but not limited to server based products utilizing Server 2000/2003, enterprise and standalone Casinolink Media, progressive and mystery solutions as well as RFID chip technology• Managed the 800 Service and Support team while implementing customer satisfaction metrics and QA measures Show less

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  NV Energy

  Jan 2009 - Apr 2014

  Application Administrator

  • Served as primary contact for all project management related coordination and execution related to RNI or Smart Grid Backhaul System while maintaining a maximum level of RNI system operability and stability through constant monitoring, report creation/analysis and implementation of system or process enhancements with 1.3 million endpoints• Maintained integration operability to/from RNI and troubleshoot potential issues, develop risk analysis, code development and execution of functional and user test plans as well as technical review of potential technology upgrades/enhancements• Created and implemented processes responsible for operational efficiencies and budget savings including RNI related activities including the Enterprise Wide Meter Encryption Philosophy and Execution, AMI Billing Cutover Methodology and Processing, and Tower Gateway Basetation configuration and maintenance of 220+ AIX Transceivers• Effectively managed, approved and implemented change requests to RNI via Serena Mashups as RNI Business Owner, Technical Decision Maker and Developer; also utilized tools in roles including but were not limited to: Windows Server, SQL, Postgres SQL, Unix, vi and Shell, cron, RDP, FTP, Microsoft Office including PowerPoint and Project Show less

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  Solekai Systems

  Apr 2014 - Jan 2016

  Project Manager

  • Manage all aspects of the SDLC in a fast paced program aimed at providing next level consultancy/management in software design and integration services for the Smart Grid Program• Program management includes business management of all aspects of the Sensus Metering Systems portfolio including projects surrounding implementation of new features in the Regional Network Interface (RNI), RF Network Management System and auxiliary components through utilization of tools including but not limited to Eclipse/IntelliJ, Subversion, Reviewboard, Jenkins build server, Selenium for test automation, Testlink, JIRA, VersionOne, Test Track Pro, Seapines Requirements Management and Sharepoint• Support sales organization from lead generation through sales cycle to define scope, requirements/deliverables and budgetary estimates in T&M or Fixed contracts for execution with new and existing clients• Select the most appropriate tools and mechanisms for project delivery if a client does not have existing or preferred tools/methodologies including but not limited to Agile, Scrums, Waterfall, Project Management, Task Management, Risk Management, Bug Tracking, Change Requests and Stand-Ups etc. Show less

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  Itron

  May 2016 - now

  Sr. Technical Program Manager