Richard Guldi Email & Phone Number

Bellevue, Washington, United States

Seattle, Washington, United States

Seattle, Washington, United States

Greater Seattle Area

• Provide project management expertise within the Microsoft Partner group, leading a “No Incentives” pilot program allowing partners to opt in or out for certain incentives; within the first two months alone, partner.
• Developed a new Partner Referral Request form (QuickLeads) used for pairing customers with their three best partner matches based on geographic proximity, language, location, and competency areas
• Worked on Azure DevOps (ADO) Change Items for development-related work, gathering and delivering requirements to engineering stakeholders and following a strict Change Management framework
• Managed teams of up to eight Technical Engagement and six non-technical Validation members in executing FastTrack program activities (Microsoft’s M365 Onboarding and Deployment initiative)—supporting.
• Developed a PowerBI dashboard for project budgeting/forecasting—accurately calculating remaining spend for large, complex budgets; this elegant new tool has been adopted by multiple teams at Microsoft
• Rapidly mastered multiple new processes (Validation, Request for Assistance, Partner Referrals) within the Microsoft FastTrack Center (FTC) and developed an automated solution using Power Automate and SharePoint to.

Greater Seattle Area

• Received two promotions within six months following development of a highly effective new Quality program
• Designed a crystal-clear framework for addressing Problem Management within the 300-member company
• Expanded the existing team of four Quality Analysts to 15, supporting a total of 31 team leads and 347 agents
• Leveraged breakpoints in six areas to identify opportunities to improve the overall customer experience
• Member of the Innovation Cup competition team, devising unique solutions to domestic violence prevention
• Devised an innovative customer feedback mechanism that used Machine Learning to analyze and respond to customer support requests, eliminating the need for costly manual response to thousands of daily issues

Greater Seattle Area

• Addressed a first-call resolution issue, decreasing repeat customer contacts by 75,000 calls per month
• Led a project focused on creating a universal form for escalation intake across 6 Microsoft business lines
• Build and managed a 24-member team focused on global triage intake quality (IQ) and case handling
• Increased customer satisfaction more than 12% and greatly improved the customer/agent experience
• Tracked cross-team dependencies and provided frequent status updates to Microsoft leadership teams

Greater Seattle Area

• Supervised, trained, mentored, and coached a team of 32 FTE/contract staff in Microsoft’s Xbox division
• Triaged daily content, policy, and tool problems and assigned resolution tasks to 10 Problem Managers
• Successfully resolved more than 3000 monthly incidents related to Xbox UI, features, and transactions
• Collaborated w/ Microsoft stakeholders to design innovative solutions to various IT and process issues

Greater Seattle Area

• Converted to FTE role in Volt’s VMC division focused on knowledge capture, documentation, and sharing
• Built a database that increased productivity by 600% in the first month of implementation
• Partnered with the Engineering team to develop a solution for resolving chronic “108 unknown” errors
• Communicated/presented a wide range of complex IT concepts to both technical and non-technical users
• Assisted in managing processes critical to ensuring a successful Xbox One launch in 30+ countries

Greater Seattle Area

• Achieved the first perfect score from every client out of a team of 200+ Tier 3 escalation specialists
• Handled inventory management and repair/replacement of broken or malfunctioning Xbox consoles
• Developed new processes to reduce customer issue response times and/or enable self-serve resolution
• Handled the company’s most difficult case types and achieved a 100% customer satisfaction rate

• Created efficiencies among a staff of 23 to result in an annual savings of $150,000 (16%) on the labor budget in 2005 for a total savings of $1.5 million to date.
• Dealt with up to 200 residential and business requests daily for product in a 10 mile radius, providing customer support with online, telephone, and walk-in services.
• Served on a 20-person team, analyzing and developing training systems used by network users.
• Trained over 40 specialists in time-sensitive assistance and handling of critical situations.
• Promoted to management position at the age of 17 because of admirable work ethic and excellent, positive customer feedback from conflict resolution.

• Created comprehensive instructions and implemented the first virtual network for Whidbey General Hospital comprised of 8 virtual computers.
• Utilized a software raid and rebuilt a network with enhanced data security by identifying the root cause.
• Well-built documentation skills which included detailed subject matter for tasks new to the industry such as virtualization.
• Managed multiple projects which involved developing and correcting existing systems knowledge base with information obtained, ensuring “known issue” resolutions were quickly accessible to team members.

Master'S Degree, Information Technology & Administrative Management, Summa Cum Laude (4.0)

Key Coursework: Data Structures & Object-Oriented Programming, Database Design, SQL, VBA, Customer Relationship Management, Calculus.

Stem Certification (B.S. In Computer Science & Software Engineering Equivalent), Computer Science

Key Coursework: Data Structures & Object-Oriented Programming, Database Design, SQL, VBA, Customer Relationship Management, Calculus.

Bachelor Of Applied Science (B.A.S.), Computer/Information Technology Administration And Management, 4.0 Gpa

Activities and Societies: Alpha Sigma Lambda - Psi Delta Omega Inductee Member of the National Society of Collegiate Scholars• Requested.

Associate In Technical Arts Degree, Computer & Information Systems Security / Information Assurance

Emphasis on Network Administration, Database Development & Programming