Richard Hope

Experience

• 

  Orange Personal Communications Services Limited

  Jun 2001 - Sept 2005

  My Role included providing a customer facing resolving agency for all aspects of their telecommunication services from Devices to core network technologies. Acting as a escalation hub to other area of the business and challenging process to provide the best service.Support on every aspect of Mobile Telecommunications from GSM to 3G and HSDPA, broadband and Wireless LAN technology.. This includes managing high priority incidents for Business customer for such things as coverage, Business Solution products and core network problems.Provide support and maintenance of large scale corporate Business solutions Leased line products, GSM, HSCSD (High Speed Circuit Switched Data), 3G and GPRS Network Technologies. VPN connections, corporate lease lines, M2M Technologies, PBX systems, Routers, WAN’s, LAN’s, Hubs, Switches and Firewall Administration. Provide Mobile/PDA devices support for all manufacturers for such things as synchronisation and configuration. Show less Acting as a Single point of contact for some of Orange top key accounts and Some of the Top FTSE 100 businesses For everything from resolving issues with incorrect bills, handset faults, contract adherence and diagnostics, raising potential issues and risks to the business to reduce impact to customers. I was also asked to provide IT consultancy to assist with daily operational activity, including: reporting on team PC problems, escalating concerns that are service affecting.I was Seconded as Resource Deployment representative for Business Solutions, duties included day to day of PC maintenance and repair, hardware moves (Desktop PC’s, Printers and Mitel’s) and logging major service affecting outages that affected customer services.I Co-ordinated, managed and allocated training, meetings, breaks and lunches for Business Customer Services which involved resource allocation, time management within SLA’s.I acted as a mentor for any new members of the Business Customer services teams Show less

  • Business Technical Support and Business Incident Managment Analyst

    May 2003 - Sept 2005

  • Business Telephone Account Manager

    Jun 2001 - May 2003
• 

  EE

  Sept 2005 - Jan 2015

  • Ensuring that EE, applications and manufacturer software delivered via smartphones and tablets enhances the user experience through relevance via interoperability testing and network service validation. • Managing the interface for device testing with core network testing teams, device technology and manufacturers. • Providing a programme management function into manufacturers such as Alcatel, Blackberry, HTC, Huawei, Nokia, Lenovo and ZTE to bring new network services and technologies to further enrich the mobile device experience. • Engagement with application vendors to ensure applications are quality checked and delivered ready for device 'embedding' inline with commercial agreements. • Provide technical leadership with device software validation for the product management and technical teams on successes and failures throughout project deliveries. • Lead and deliver bespoke projects, which are identified to enhance user experience, generate revenue and further grow the business. Show less • Led and owned BlackBerry as a product for EE, Orange and T-Mobile for post-pay, pre-pay and small business.• I made commercial decisions in-line with business vision and long-term evolution of EE which included Identifying new key services and market opportunities that would help the business grow, and brought those opportunities to market. • I made sure customers received the richest experience and the best service from the UK’s best network. • Defined and built the proposition, service experience and lead the Go-To-market, commercial activities and technical change management for BlackBerry 10 for all 3 brands. Show less • Provided a diverse high tier support mechanism for corporate and business customers; including Installation, administration and fault finding all versions of Blackberry Enterprise Servers; this also• Designed bespoke BlackBerry network configurations for corporate and business customers and providing customer facing support to sales teams• Acted as a key stakeholder, product development manager and project leader for business & corporate Blackberry product management and service delivery.• Led business-wide and inter-departmental Blackberry product launches such as New Blackberry value added services and device launches which were designed to enrich Orange’s Blackberry propositions portfolio. Show less

  • Device and Application Software Validation Delivery Manager

    Jul 2013 - Jan 2015

  • BlackBerry Product Manager

    Jun 2012 - Jul 2013

  • Blackberry Server Support Specialist and Product Consultant

    Sept 2005 - Jun 2012
• 

  Vodafone

  Jan 2015 - Jul 2019

  • Providing overall end-to-end test and quality assurance, governance and delivery of Vodafone hero IP Telephony product VONE-C which is a CISCO standard IP telephony product• Technical accountable of the virtual team responsible for the detailed design, development, delivery and test of multi-million pound complex customer solutions • Management and planning of internal and 3rd Party technical teams, external vendors and suppliers to build and delivery complex solutions• Sign off and acceptance of the technical elements of the Enterprise Customer Solution, designs and statement of requirements on behalf of the integration teams from Sell into build and then onto in-service operations• Technical advocate and point of contact for delivery to our customers Show less • Supporting the delivery of complex LAN/WAN and Virtual Contact solutions for government and private sector companies. In some case bespoke implementations inline with customer requirements which can be hybrids of generic Vodafone solutions.• Developing testing strategies and producing test plans and schedules to ensure solutions are implemented correctly• Managing multiple vendors and co-ordinating scheduling and installation and overseeing testing of hardware/software components inline with test plans• Management of faults with vendors through fault and defect management strategies.• Providing overall testing quality and governance sign off on Vodafone Complex solutions Show less

  • Technical Solution Specialist

    Jan 2017 - Jul 2019

  • Test and Quality Assurance Manager

    Jan 2015 - Jan 2017
• 

  RingCentral

  Jul 2019 - now

  • Onboarding and training of RingCentral new Partners inline with the RingCentral Professional services Partner Certification Programme• Provide technical leadership and consultancy on RingCentral's product catalogue to RingCentral Partners• Product consultancy between RingCentral Partners and RingCentral Product to feedback new requirements and support resolution• Develop Content specific to Strategic Partners for Paid and Free End to End delivery.• Assist with Enablement of new markets with Strategic Partner PS and Basic Implementation teams.• Participate in the development of long-term Enablement Plans for Strategic RCPS Partners.• Deliver RingCentral GTM updates to Partner teams in order to keep them up to date on product improvements/changes.• Assist with development of process improvements for Partner teams.• Coordinate, prepare, and organise materials, equipment, etc. for Partner training.• Technical Support and escalation assistance for Strategic Partner Delivery teams. Show less • Solution lead and delivery consultant for RingCentral Office, Cloud telephony, Messaging, Meetings and contact centre.• Working with SME to Large enterprise customers to understand requirements, design, build and deliver complex call routing functionality• Technical management of Sign off and acceptance of the customer Solution, designs and statement of requirements on behalf of the integration teams from Sell into build and then onto in-service operations• Technical advocate and point of contact for delivery to RingCentral customers Show less

  • Senior Program Manager, Partner Enablement

    Jul 2024 - now

  • Program Manager

    Sept 2020 - Jul 2024

  • Solution Delivery Consultant

    Jul 2019 - Sept 2020