Richard Williams

Experience

• 

  Publix Super Markets

  Jul 1986 - Dec 1992

  Various

  Part time and full time (summers and breaks) grocery work including: packaging, stocking, ordering, cashier (bonded), team leadership, freight and customer service.

• 

  Old America Stores, Inc.

  Dec 1991 - May 1993

  Department Manager

  Picture Framing Department Manager with duties including: purchasing, supervision of 4 employees, scheduling, custom picture framing work, and assistant manager training. Work with other departments on creative endeavors and marketing.

• 

  BLN

  Jun 1993 - May 1996

  Administrative Assistant

  Wholesale distribution of swimming pool supplies. Duties progressed from Class C CDL +HazMat driver through inside sales to administrative assistant. AA duties included dispatch of drivers, inventory control, invoicing, credit approval of lines up to $2000, and day to day accounting including petty-cash drawer. Duties also included sales coordination and vendor management.Projects included relocation of a warehouse facility to a temporary location and the building of a new warehousing facility. Show less

• 

  Pool Mart

  May 1996 - Nov 1997

  Store Manager/Webmaster

  Responsibilities included typical retail store management duties such as ordering/purchasing, point of sale, and stocking. Duties also included dispatching service technicians and mechanics. Further duties included water testing and working with hazardous chemicals.Projects included:Bar-coding of store for POS efficiency and integrating inventory with POS and water testing software.Authoring of swimming pool supply retail website (still in operation) as well as safe shipment of hazardous chemicals. Show less

• 

  Tape Deck The

  Nov 1997 - Sept 1998

  Salesman

  Part time evening and weekend position assisting customers with the purchase of custom car stereo and alarm components and installation/ Often advising clients on equipment to serve an immediate desire or gift while maintaining the ability to economically upgrade.

• 

  Florida Department of Children and Families

  Dec 1997 - May 2001

  Telecommunications Specialist II

  - Solely responsible for all communications including land phone, cellular, paging, calling cards and voice and data circuits.- PBX and ESSX programming and MAC’s. Circuit and router monitoring and config. Cisco, Bay Networks. ATM circuits.- Windows desktop engineering and management. Remote meeting set up and administration.- Write and use databases to manage several equipment and furniture inventories and manage grants and donations.- District website authoring and management.- Novell Administration. Upgraded from 3.11, to 4.11, then to 5. Show less

• 

  On Patrol Video International

  Jul 2000 - Dec 2000

  Contractor

  Part-time contract position travelling throughout Florida to various law enforcement agencys to service, warranty, repair and install video and audio surveillance systems as well as other emergency equipment in emergency vehicles.

• 

  At Your Service Staffing

  May 2001 - Sept 2001

  Consultant

  Consultant/Contractor position as IT Administrator for a large (2000+ member) church and church school. Duties included administration, typesetting, desktop publishing, and user training and administration.Projects included: upgrade of all PC's and operating systems.This position was un-fundable post September 11.

• 

  Harbor Federal Savings Bank

  Dec 2001 - Jun 2005

  Hardware/Software Engineer

  - Remote PBX programming, MAC’s, new nodes. VoIP (node to node).- Circuit and router monitoring. Cisco, Motorola Vanguard.- Work with LEC’s, ILEC’s and CLEC’s for best service vs. cost. (Experience with: Qwest, AT&T, BellSouth, Sprint, ITC)- Responsible for several servers including MSSQL, fax server and branch servers (Novell and Windows). PBX to fax server.- Lease maintenance and due diligence research to keep PBX system current and cost effective.- New circuit orders and turn-up. FDDI fiber ring installation through four main buildings. (Still in use)- Solely and/or directed a team to open new branches and facilities from construction and infrastructure through to end use including telecommunications, hardware, WAN, desktop image, training and support. - Infrastructure manager. Write and maintain cabling/infrastructure specifications. RFP and vendor maintenance and QC.- Cabling, infrastructure, server and workstation deployment for all new branches. Worked closely with facilities department on pathways and spaces.- Proven Disaster Recovery experience. Coordinated movement of over 200 staff, 2 back office rebuilds, 2 branch rebuilds, 2 new branches and all circuit and infrastructure recovery and monitoring post 2004 hurricanes.- Trained and supported staff of 3 field service/helpdesk technicians for hardware, software and printing.- Purchasing and inventory control. Purchasing up to $250,000 per order. Show less

• 

  Indian River National Bank

  Jun 2005 - Feb 2008

  Information Technology

  - Solely responsible for PBX MAC’s and telecom inventory. Responsible for data circuit monitoring, testing and troubleshooting.- Research, deployment and support of a secure document imaging solution including circuit maintenance to accommodate.- Lead on point-to-point T-1 upgrade to MPLS project including VoIP.- Call Center creation and maintenance. VRU maintenance and troubleshooting. Interface VRU to PBX and CC.- Software deployment through Active Directory. Assimilation of affiliate banks via AD and on-site training and support.- Implemented secure remote desktop assistance.- Specially configured email clients to fit holding company using scripts and Active Directory.- Consulted regularly by parent company for project, policy, security and deployment help.- **Only IT staff in Florida retained (extended) with RBC. Purposes of telephony and communications conversion.** Show less

• 

  RBC Bank

  Feb 2008 - Sept 2008

  Telecommunications Implementation

  Continuation of duties from IRNB, plus:** Only IT staff of 15 in Florida retained for the transition from IRNB to RBC Bank **- Responsible for managing infrastructure, routing and telephony transitions.- Work closely with IRNB executives, staff and management and RBC departments to migrate users, electronic documents and data to new systems.- Administration of telephone system, PBX.- Design and implement call routes and auto attendants.- Manage and coordinate call center migration and integration.- Quality control 11 branch voice and data transitions.- Maintain stability and ease transition in all IT facets for internal and external stakeholders. Show less

• 

  Vaco Technology

  Oct 2008 - Mar 2009

  Consultant

  During a contract with a Social Services agency...- Manage IT department consisting of 1 angineer and 1 technician and several outsource vendors- Analyze business processes for efficiency and compliance.- Produce and implement policies and procedures to gain or maintain compliance with auditing bodies- Plan and implement complete network redeployment of new servers and workstations- Design plan and procure for a disaster recovery- Re-work and implement a department budget- Implement such network improvements as: DiskKeeper, TrackIT!, Patch Management, off-site backup, etc.- Perform supervisory duties such as: performance appraisals, scheduling, etc.- Earn Vaco Technologies Consultant of the Quarter award for this effort. Show less

• 

  TotalCareIT

  Mar 2009 - Jan 2010

  Business Operations Engineer

  - Coordinate the daily activities of 3 engineers, 2 inside sales people, a 450 member NOC, and a remote help desk.- Analyze business processes and create automation, generate revenue through reporting and data capture.- Author strong MSP contracts.- Perform workstation and server work remotely for customer.- Install and maintain many different type of software.- Become proficient and heavily utilize, and customize ConnectWise PSA software for customer and internal documentation, scheduling, sales, marketing, etc.- Become Proficient and develop a quality working relation ship with Zenith Infotech as a NOC and HelpDesk provider.- Quality control all work performed.- Provide onsite sales engineering for new projects.- Work with customers to ensure network stability and satisfaction on a daily basis. Show less

• 

  NetDirective Technologies

  Mar 2010 - Jul 2012

  Customer Services Manager

  - Autotask Administrator- Continuum Administrator- RapidFire Administrator- Email2AT Administrator- Front-line customer response- Dispatch a team of 18 engineers, including Data Center engineering.- Work with Data Center Manager, Engineering Supervisor, COO and CEO to provide highly responsive daily operations.- Analysis, design and implementation of business procedure and Professional Services Automation software programming.- Third party integration and workflow into PSA- Maintain strong relationships with PSA, NOC, and integrators.- Consult, edit, and/or proof marketing material.- Responsible for internal telephone network- Triage, diagnose, understand needs and appropriately dispatch all manner of customer initiated calls- Manage pro-active Zenith (Continuum) NOC of 450 members- Schedule and follow up on Server and PC maintenance- Audit customer backups- Posed as front-line professional 'face' of the company Show less

• 

  Ideal Integrations

  Jul 2012 - Oct 2015

  Rich has served as Project Manager for a seven-month complete renovation project for the 30,000 square foot Ideal Integrations' new Headquarters in Pittsburgh, PA. He led all facets of construction and maintenance including: demolition, engineering, construction, furniture, and post-move maintenance. He managed all building facilities in addition to his Business Analyst support functions.Business AnalystBring to bear nearly 30 years of working business and technical experience, vendor and client relationships, channel knowledge, and PSA (Autotask) expertise to provide cohesive process and procedure.Processes implementations address the business needs of all related business units while automating, streamlining and reporting business performance.Provide competitive and motivational business and human resource performance measurements and KPI's to business units.Deepen beneficial internal and external working relationships to accomplish quality process implementation.Correlate the workings of individual business units to provide an overall efficient workflow throughout the company.Focus on customer service via the setting and fulfilling of client expectation through internal streamlined process and communication.Polish a transparency of communication with the client.Created a customized tracking and reporting system for sales commission and attainment.Maintain duties as Autotask PSA Manager and subject matter expert. Show less Technical Services ManagerManage a Service team and Project team consisting of roughly 25 members.Coordinate customer service and technical resources to achieve high levels of client satisfaction.Coordinate training, and team-building exercises to bolster morale and team spirit.Perform Account Managemnt duties.Bring new sales opportunities.Improve and refine internal processes for maximum efficiency and customer service.Autotask PSA ManagerAutotask Certified Consulting PartnerImprove service delivery through reconsideration of internal procedures and use of Autotask Automation. Show less

  • Business Analyst

    Oct 2013 - Oct 2015

  • Technical Services and Autotask Manager

    Jul 2012 - Oct 2013
• 

  Midnight Blue Technology Services

  Jul 2016 - Feb 2017

  Manager of Technical Services

  "Inspiring a fresh culture through quality leadership."In a very short time at Midnight Blue, Rich has made a significant impact on the culture and inspired a positive attitude in both his staff and the Company. Rich has made significant Company growth strides using the Agile methodology toward internal improvements. He has also managed to significantly document the Standard Operating Procedures of Midnight Blue. Rich has created, implemented and maintains a quarterly personal improvement plan for each of his staff members. Rich has inspired a positive and cooperative culture that reaches all the way to the client base.November 2016 - 100% Customer Satisfaction (60% survey response rate)4th Quarter 2016 - 4.4% increase in Managed Services profit margin.Elicited needs and desires of management, internal talent and external clients in a successful effort to author and implement company SOP and automate and streamline CRM/PSA tool and thus services delivery. Recorded and authored technical, policy and procedure SOPs and documentation using CRM/ERP as repository and automated reference.Used Agile methodology for internal and external Project Management.Supported various 3rd Party implementations and Integrations including SalesForce, Schwab, Bloomberg, eClinicalWorks, etc.Instilled a culture of User Acceptance Testing and Change Management for all work performed.Senior escalation point for PSA, monitoring tools, Active Directory, Firewalls, switching, LOB applications, etc.Project Managed client hardware and software implementations while auditing for and adhering to various regulatory requirements such as HIPPA, SOX, GLB, etc.Project Managed Internal improvements, upgrades and implementations, including QA prior to deployment.Application Administrator for Connectwise. Show less

• 

  PNC

  May 2017 - now

  Change Management.JIRA and Confluence consultant and architect.Agile Coaching for Teams and Leadership.Program Management of $1B+ Programs.Release planning and execution.Leading/Training Project Managers.Risk assessment, tracking, accountability, and guidance toward regulatory and compliance requirements.Lead and coordination of reporting across multi-million dollar initiative, dozens of teams and 10K individual work items.Improve and present cohesive detail reporting of multi-billion dollar initiative for hundreds of working teams from 16 disparate sources.Set standards for and coordinate evidence collection and review for regulatory initiative.Lead Technology Working teams in attaining initiative goals.Create, refine and share data collection, coaching and reporting techniques which increase efficiency, user data input and accuracy. Show less Lead creations and restructuring of Scrum Teams and Wings.Exhibit Agile/Scrum mindset and leadership toward implementation and maturity of Agile and Scrum practicesForward leadership and advisory of not only Scrum Team, but also Scrum of Scrum Teams.Forward Leadership and education of peers and Team Members.Active observation and coaching within the Scrum Team and in the Scrum of Scrums.Act as an Agile mentor/coach to other Scrum Masters, Product Owners, or any Agile role or TeamSupport Team in delivery on the definition of done: Integrate Agile and Scrum principles into team practices and work productsFacilitate agile meetings at set cadence, where the team members and shared services collaborates and communicates and emerges as a self-organized teamActively manage and resolve risks and impediments to improve team performance in meeting the goalsFacilitate the Team's progress towards its goals by helping them to challenge the status quo, while focusing on delivering the iteration goals and the program increment objectivesLeads the Team to self-organizing collaboration and improvement through effective coaching and retrospectivesInnovate with feedback, practices and frameworks through experimentation and observation of outcome to continuously improve the team and their deliveryProactively identify impediments and appropriately resolve them using network of peers and formal channels (including escalation if required)Support Scrum of Scrum Level Goals:Communicate the team's progress on commitment, and delivery, and any impacts to the Program Increment commitment Collaborate with key stakeholders in managing expectations and in communicating any changes Provide visibility into delivery targets, commitments, impediments and progressProduct Owner:Support the Product Owner to prioritize scope and work with the teamCoach the Product Owner and Team on backlog refinement and prioritizationServe as virtual product owner in 90% absence of dedicated PO. Show less Function as BA, QA, and Project-Manager for the CIM (Customer Information Management) Group.BA: Gather requirements, author functional/non-functional requirements, chair meetings, coordinate business groups and stakeholders.QA: Perform and oversee Smoke, UAT, CIT, SIT and functional testing. Coordinate and oversee CIM MIS troubleshooting. Use SOAP testing UI.Project Manager: Manage 3rd party vendors and internal resources in authoring and troubleshooting Pega logic. Coordinate business units toward project completion milestones.Completed ad-hoc Scrum Master Training.*Under contract with KFORCE; Contract completed. Show less

  • VP, Program Manager 2

    Aug 2022 - now

  • AVP Scrum Master (A-CSM)

    Mar 2018 - Aug 2022

  • IT Business Systems Analyst

    Sept 2017 - Mar 2018

  • Non-IT Business Analyst III

    May 2017 - Sept 2017