Randy Rupert Email & Phone Number

San Antonio, TX, US

Austin, Texas Metropolitan Area

• Oversee and supervise North American Identification and Verification (IDV) Operations team.Improving operational efficiency while serving as liaison across groups and coordinating delivery center, IT / infrastructure.
• Building new, streamlined team from 4 different siloed groups all doing similar jobs in different ways. Working to create… Show more Oversee and supervise North American Identification and Verification (IDV) Operations.
• Building new, streamlined team from 4 different siloed groups all doing similar jobs in different ways. Working to create a unified, focused department of approximately 120-130 people who perform their jobs with.
• Lead 50+ personnel providing services to 17 state and provincial motor vehicle departments and multiple background check services.
• Upgraded services delivery by increasing staff, training, and process efficiencies to increase customer satisfaction (3 high-level escalations in 2018 versus none in 2019; improved Tell Me survey ratings).
• System improvements reduced outages by nearly 50% and penalties from over $700k (2018) for one jurisdiction to $75k (2019) and finally $20k (2020).

Austin, Texas Area

• Oversight of jurisdictional Service Delivery Managers, in-jurisdiction Service Technicians, communication and liaison with customer, and overall customer satisfaction and issue management.
• Organize, coach and mentor approximately 25 remote North American team members.
• Shortened response time and customer communication with defined processes and scheduled meetings (end of year 2018 customer feedback was very positive about the progress).
• Oversee customer escalations… Show more Oversight of jurisdictional Service Delivery Managers, in-jurisdiction Service Technicians, communication and liaison with customer, and overall customer satisfaction and issue.
• Oversee customer escalations and crises including root cause, communication and improvements.
• Revived several critical customer relationships which were under severe contractual duress. Show less

Austin, Texas Area

• Switched departments to gain experience with government entities and working with a global team, in addition to managing large-scale change programs/projects.
• Total ownership of customer contract fulfillment – procurement, 3d party services, support, software development, and budget.
• Successfully delivered a state implementation ($4M+); and a complex program to four provinces simultaneously ($10M+).
• Negotiated a warranty extension with a supplier to save over… Show more Switched departments to gain experience with government entities and working with a global team, in addition to managing large-scale change.
• Negotiated a warranty extension with a supplier to save over $100,000 in upgrades.
• My business relationship with a customer led to an additional $9M contract. Show less

Austin, Texas Area

• Responsible for the ISD (Infrastructure & Services Delivery) Project Managers and Programs Team.
• Project and team ownership – presentations to all stakeholders, including executives. Often forced to explain extremely complex subjects simply and to negotiate scope and acceptance criteria.
• Successfully closed a nearly $3M data center migration which was previously failing.
• Created a departmental Statement of Work (SOW) process that increased stakeholder satisfaction by… Show more Responsible for the ISD (Infrastructure & Services Delivery) Project Managers and Programs Team.
• Created a departmental Statement of Work (SOW) process that increased stakeholder satisfaction by nearly 100% while reducing team costs from re-work and scope creep. Show less

Austin, Texas Area

• I was promoted to lead a team of three project managers and overall program management for the Infrastructure Systems Delivery (ISD) global team to support worldwide data centers.
• Major network upgrade for a production data center serving major telecom companies.
• Established key project procedures and corporate liaison for change management.
• Improved project deliveries and customer satisfaction with organization, communication and project reporting.
• A data… Show more I was promoted to lead a team of three project managers and overall program management for the Infrastructure Systems Delivery (ISD) global team to support worldwide data centers.
• A data center manager noted that I was the best and most transparent communicator he's worked with from Gemalto. Show less

Greater Omaha Area

• Effectively overhauled an under-performing Technology department, from reactive to proactive.
• Reduced outages from 2-3 per week to, on average, once a quarter while ensure recovery capabilities maintained.
• Created standards to ensure a foundation for reliable growth and the agility to add clients and lines of business.

Little Rock, Arkansas Area

• Provide leadership and strategic direction for Software as a Service (SaaS) in a demanding Financial Securities environment.Developed a 2-prong innovative approach to realizing corporate goal to offer hosted, high-end.
• Fostered outstanding relationships and worked closely with service vendors, cross-functional groups and executive management to leverage current and emerging technologies and execute a successful CSS HS IT launch..
• Built the operational side of the business including: supporting infrastructure, network connectivity, team and project assignments, and vendor management including all Microsoft Licensing, Certified Partner and.
• Wrote TCO documentation for Data Replication, BCP Summary, Hardware Configuration, Client Connectivity, and Systems overview. Show less

Golden, Colorado

• Led team while providing strategic and tactical direction for clients in a 24/7, high financial risk environment. Develop and control of a multimillion dollar annual budget and managed staff of up to 20. Consistently.
• Initiated plan to virtualize systems to reduce physical servers from 140 to 5, saving > $35,000/yr and simplify systems management.
• Increased build performance almost 25% and lower operating costs.
• Serve in a presales capacity, working with prospects on all technical aspects including interfaces, systems, and hardware. Create and monitor sales cost and pricing models.
• Created and monitored sales cost and pricing models for the sales team. Show less

Golden, Colorado

Hired as Manager of Benchmarking and Portability with responsibility for benchmarking the software and collaborating with a direct report to port software to other types of hardware.Became Operations Manager (and later, Director) with initiative and task/projection completion.Ensured backup of critical data and multiple recovery points.Verified.

Akron, Ohio

Began working at Curtis Software as an administrative assistant. Wrote technical document and supported a variety of internal projects and general tasks.Requested to establish Customer Service department to support increased customer service needs. Led, managed and directed initiatives within a fast-paced medical billing and software development.

0311 - InfantryMeritoriously Promoted to CorporalWorked in S3 at the battalion and regimental levels

Masters, Business Administration

Bs, Computer Science

Activities and Societies: Golden Key National Honor Society