David Rapp Email & Phone Number

Chicago, Illinois, US

• Leveraging Project Management expertise across and between Client Operations and Software Development domains, driving novel and impactful outcomes for a dynamically evolving team.Accomplishment Summary
• Proven success leading complex, cross-functional initiatives, ensuring on-time and on-budget delivery in external, internal, and hybrid programs.
• Extensive experience managing project portfolios, mitigating risks, refining processes, and expertly communicating with stakeholders across all levels.
• Adept at applying diverse Project Management methodologies (SDLC, Waterfall, Agile, SCRUM, Kanban) where they best fit to drive efficiency and achieve business objectives.
• Motivational Leader with a track record of building collaborative teams, delegating effectively, and driving project execution to meet demanding goals.Process Improvement Focus
• Designed and implemented streamlined project tracking and reporting dashboards, improving project visibility and reducing administrative overhead.

Kanata, Ontario, CA

• Wearing many hats in this dynamic and cross-functional role, I built a culturally and geographically diverse Quality organization, while bridging process, policy, and expertise across the company. Here are some.
• Spearheaded Product Quality for our global UCaaS B/OSS managing $250 million yearly recurring revenue
• Cultivated Agile teams across the U.S., India, and Sweden, for new development, regression, performance, automation, and security; totaling 30+ reports
• Ensured five interdependent product lines were delivered monthly; 96% on-schedule and 92% patch-free
• Established cross-functional defect review and led RCCA
• Championed culture of product and process quality, centering User / Customer Experience (UX/CX)

Kanata, ON, US

• Built distributed software test teams across the U.S. and India, covering both manual and automated testing, as well as supporting production teams and software
• Owned all escalations to Cloud Engineering, administering SFDC case queue and resolving 70% of issues in-team
• As SFDC administrator: built out our workflow implementation of ITIL/ITSM change management in concert with NOC and PMO leadership; made numerous improvements to Support case and Engineering defect workflow and data.
• Worked with Support / Ops / NOC to Identify escalation trends and prioritize needed change
• Rallied the team in fully re-writing, expanding, and automating 2000+ test case library from the ground up; regression testing timelines were substantially reduced, while the overall customer experience was greatly.
• Led critical emergency endpoint solution redesign, cutover, and clean-up as Emergency Services / E911 SME; telephone number inventory costs were lowered by 60%, while customer data was set to rights

• Led new customer onboarding of our largest and most complex UCaaS clients, e.g.: national retail chains, office suites
• Partnered with customer leaders to examine their business needs and implement best-fit UCaaS solutions; this included substantial upsell and cross-sell service adds, made possible by customer empathy and solutions acumen
• Organized all facets of customer turn-up, including voice and data connectivity, LAN upgrades, call flow programming, phone number porting and ordering, hardware shipping and deployment, user training, and system cutover
• Coordinated broadband infrastructure providers, building managers, and customer / contracted I.T. to install DS1 and DS3 circuits; in other instances, engaged our Network team to integrate with customer MPLS
• Partnered with Sales leadership to improve new CPQ implementation, building trust between Sales and Operations, improving revenue forecasting, and improving the customer onboarding experience
• Maintained new customer Net Promoter Score average of 70

• Led team in technical and administrative Support of our largest and most complex UCaaS clients, e.g.: national retail chains, office suites, consistently exceeding SLAs
• Owned broad assortment of customer needs, including: o Technical: troubleshooting and resolving phone configuration, networking, call quality, and management software issues o Administrative: guiding customer leaders.
• Managed the Support Organization transition from internal ticketing tools to new custom SFDC ticketing solution, integrating customer feedback and communications with our overall CRM
• Maintained internal knowledge base for supporting both licensed and in-house softswitch products
• Administered our team’s Contact Center, ensuring proper coverage and competitive average speed of answer (ASA) for phone, email, and proactive communication

Associate Of Science - As, Political Science And Government

Education record