David Henry Jr Email and Phone Number

Validated customer requirements and managed expectations with the customer regarding schedule, technical requirements, implementation responsibilities and delivery handoffs both pre/post project kickoff.Maintained and reported on the project schedules and budgets over the project lifecycle using company tools or created tracking mechanisms to validate the project schedule and budget. Managed execution against the schedule and budget baselines to drive progress, identify and mitigate risks and achieve measurable results. Ensured all team members are in alignment with goals, are accountable for their results and are effectively contributing to the team’s success. Diligently identify, track, follow up on and resolve all issues and track resolution actions internally and with the customer.Coordinated maintenance requests with the NCC (Network Control Center) to perform planned maintenance activities to ensure internal & external customers were aware of scope of work be it non-service / service impacting.Developed and implemented project processes, reporting and metrics to record progress, ensure quality, reinforce ownership and accountability, demonstrate trends, identify bottlenecks and achieve results. Adapted reporting to the specific needs of the project or develop new reporting if required. Provided transparent reports on project status / progress using charts, diagrams, etc… good or bad. Inherently used key indicators to uncover unhealthy trends or issues before they became project impacting resulting in limiting risk which enabled a proactive approach to raise issues (schedule, budget, technical, quality, customer experience, contractual, etc.) along with mitigation recommendations to leadership. Maintain constant customer communications on key events and schedule movers.

Used ADDIE, (Analysis, Design, Development, Implementation and Evaluation) training development techniques to:Conducted needs / job task analysis reports for technical network-based iDirect products. Designed training classes for technical audiences that describe the installation, maintenance, operation and troubleshooting of the satellite-based system hardware and software that offered training courses via lecture, web-based/E-Learning / Virtual Learning.Worked cross-functionally with internal iDirect departments including, Engineering, Technical Publications, Technical Assistance Center, Product Management and other groups to understand and create training materials.Augmented Customer Technical Assistance Support, System Test and Program Management teams in the field.

Created Training Plan capturing over 600 initial users within the Office of the Chief Information Office (OCIO) efforts to replace Remedy with ServiceNow.Used ADDIE Instructional Design methodology to create task oriented instructor-led and web-based training courses highlighting how to use implement and use the ServiceNow application based on user roles and responsibilities.Worked directly with system analysts and application developers in workgroups to refine business processes into the tool.Coordinated with internal teams on branding, internal and external communications for the roll out.

Delivered internal and external customer-facing, and train-the-trainer product training.Worked directly with product development team, internal and external customers to improve technical product documentation accuracy, completeness, and task relevance on operation and to develop in-class training lab task relevance.Prepared a broad range of complex technical publications by identifying source data, researching and gathering available engineering information, working with equipment in the lab, identifying document objectives, writing text and developing graphical information, and coordinating document layouts and organization utilizing different media.

Managed multiple engineering, furnish and installation (EF&I) large scale divisional and interdivisional projects ranging from growth to new installs (DS0 - OC-768) throughout the United States. Define and redefine project milestones, track progress and lead multi-vendor (NEC, Siemens, Cisco, Ciena, Lucent, etc…) EF&I projects for AT&T.Directed each project from the post contract phase through system acceptance, ensuring a high level of customer satisfaction while working within budgetary constraints using tracking tools MS Project, Project Stream and MS Excel throughout the Project Management Life Cycle.Responded to internal / external technical inquiries, developed technical presentations and plans, configuration and assisted with pricing networks implementation & end-to-end systems.Interfaced with divisional management and staff (development, product planning, detail engineering, material procurement and manufacturing, standards and installation, testing and quality assurance) and the customer to investigate, identify and mitigate risk affecting the on-time, on-budget completion of SONET, DWDM/WDM, MSP and Core Director Projects.

Developed and managed strategic alliances with government agencies, partnering companies, OEM vendors, and programs extending and supporting the business mission of delivering quality IT services and solutions.Perform competitive marketplace profiling within assigned agencies (Department of Justice, Treasury Department, Homeland Security and local military bases. Completed market and competitive analysis developing product-positioning solutions using formal and informal methods of market research, services and solutions.Developed, monitored, managed and drove proposals related timelines and activities across project teams ensuring accountability by identifying and designating prime responsibilities.Recruited staffing for over 6 programs including, interviewing, screening and placement of billable full and part-time employees and contractors.

Provided Basic Telecom, SONET, Basic Electronic Theory, and Fiber Optic Technology Telecommunication training for Verizon in Maryland, Virginia, and District of Columbia.Updated basic telecommunication and fiber optic fundamentals course documentation for delivery to technical and non-technical Verizon personnel.Perform podium, seminars, and performance demonstration labs on the repair of single and multimode fiber.

Conducted end-user and developer training worldwide (UK, Ukraine, Mexico and USA) to Tier-one telecommunications companies like Vodaphone, KPN Telecom, BT, Sigma Tao) as well as IT applications training for Telecom operational support system for Cramer Systems integration partners, including CGI, IBM, Accenture and HP.Provided consultative and training services related to business process re-engineering using Cramer Resource Manager Module to ensure efficient provisioning facilities and timely assignment of Telco resources (switches, routers, PDH nodes, SONET/SDH circuits, ATM and IP networks, CPE etc, along with cabling, buildings, rooms, cabinets, etc…).Developed curriculum customizing training for Cramer based on client business processes and specific application(s) using Microsoft Word/PowerPoint and Excel.Obtained Cramer Telecommunications Certification in 4 weeks instead of 6 weeks.

Led Product Teams throughout Product Life Cycle directing, organizing and planning while maintaining responsibility and accountability for assuring that products meet and maintain goal, time to market, quality, development and cost objectives.Conducted regularly scheduled meetings, documented issues, decisions and tracked action items leading to overall project completion including monitoring performance review reports and status updates for executive and functional management.Worked with sales and customers to develop and update marketing requirements documents that satisfies customer and/or market requirements.Assisted engineering in developing and maintaining product requirement definition document and product architecture specification documents.

Organized, staffed training department and establishing EMS lab Allowing real world network simulations to support North American Access Products for internal and external customers.Established and implemented quality procedures to assure personnel cross utilization in organization to increase effectiveness and efficiency.Instituted product documentation management device(s) to provide tracking for new document development, existing document updates, revisions and other related duties.Developed course content specifications and prepared lesson plans (Microsoft Integrated Package and FrameMaker) as lead for development and implementation of ITS-2400A Installation, Test and Acceptance course.

Engineering Installation Team Member & Installation InstructorSpecial Duty - Professional Military Education (PME) Director of Operations/InstructorGround Radio Communications Technician (Electronic Communications)