Richard Lea Email & Phone Number

Jupiter, Fl

The Director of Business Process Management provides leadership, coordination, and management of processes and functions as they relate to product delivery and support at a corporate, department, and partner level across all divisions. They must use strong interpersonal, engineering, project management, and critical thinking skills to work with stakeholders to determine the optimal resource mix for delivery and to schedule activities to best achieve the organization’s operational and financial goals – while honoring constraints imposed by customers, strategic objectives, or external real-world factors. Additionally, they supervise the team that provides project and process related support functions to resources within the company.

The Director of Support Services strategically develops and leads Support Services to where it is a visible, interactive, business that supports the mission and objectives of DSS. The Director communicates with the organizations executives to foster understanding of Support Services and influence their distribution of budget funds. The Director is involved in the structure of Support Services and alignment and position relative to the other business units. The Director and the Product Support Managers structures, organizes, and manages the operations of Support Services to ensure that it makes a positive impact to DSS’ bottom line. The Director has frequent contact with Directors, Executive Management, and Chief Officers of DSS.

The Technical Support Manager is responsible for ensuring the success of DSS customers by effectively managing support teams of Tier 1 and Tier 2 support engineers and associated support projects and processes. This role involves managing case assignment and escalation, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

The Supervisory Support Specialist is responsible for managing the performance of the resources under their supervision. They must use strong supervisory skills, customer service skills and technical abilities to manage their resources’ day-to-day responsibilities as specified in the Service Level Agreements (SLA) and Standard Operating Procedures (SOP). The Support Services Supervisor is ultimately responsible for all contacts received and processed by their resource. Responsibilities include technical assistance and training of professionals, and responsibility for handling outage notifications and escalations. They are responsible for resolving complex problems and assisting their resources as needed.

The Support Specialist is the first person that is contacted by a customer. This communication will set the tone for the entire experience the customer has with Support Services. The Support Specialist may be the only personal contact a customer has with the organization. It is imperative that the Support Specialist clearly understands his or her job responsibilities and uses the tools provided to exceed the customer’s expectations at every contact and represent the organization appropriately. This is a level one position.

West Palm Beach, Florida Area

Co-founded a network integration company to provide services to local law firms. Specialty was bringing law firms up to a set of industry standard solutions such as Windows Small Business Server, Symantec AntiVirus, Microsoft Office, Symantec Backup Exec, racks, and Dell hardware. Afterwards I would maintain the environments. Expanded customer base to doctor offices.

Co-founded a network integration company to provide services to Fortune 500 companies. My role was Services and Operations. The majority of our revenue was the result of assessments, staffing, and consulting services for BankAtlantic. After 09/11 all contractor resources were released throughout the market which in essence killed our business. Responsible for leading and executing company’s various services strategies. Problem solving and escalation management. Developed consultative approach to win client engagements. Served as team leader during the solutions phase. Responsible for the overall content and quality of the proposed solution, the final recommendation, and the process used to secure client acceptance, contract initiation, and transition to implementation to the delivery team. Leadership role in the presentation and sale of the company’s services to clients. Ensured execution against established standards and all service level agreements to optimize client satisfaction. Designed, developed, and determined implementation strategies for services sales programs and deliverables. Managed the performance of the consulting engineering personnel within the company to ensure optimum retention and growth of technical personnel. Identified opportunities within the recruitment, selection, performance management, and career and professional development of consulting and engineering employees. Ensured the scheduling of personnel supports the requirements of client needs and results in maximum client satisfaction. Led strategic and planning discussions with the client’s information technology department and business executives. Led in the preparation, of the solution proposal and Statement of Work in conjunction of the sales team and consulting staff across the organization.

Inacom purchased Vanstar creating a $7B network integrator in October of 1998. Although there were many jobs consolidated I stayed on as a Professional Services Manager for over a year before leaving. The job responsibilities were the same as Vanstar.

Responsible for the overall successful performance and the day-to-day management. Provided leadership and direction to consulting and engineering personnel. Partnered with various internal organizations to ensure optimum delivery and selling. Managed the consulting and engineering services strategies to Service Level Agreements. Ensured the attainment of stated business objectives. In 1997 to 1998, $3M of revenue was realized on a budget of $2.1M. With two quarters reporting in 1998 to 1999, $2.2M of revenue was realized on a budget of $1.8M. Designed, developed, and determined implementation strategies for professional services sales programs and deliverables. Ensured scheduling of personnel supporting requirements of client needs. Involved in the recruiting, selection, performance management and career and professional development of consulting and engineering employees. Grew local consulting and engineering staff from 8 to 29 employees. Although not part of my official responsibilities, I maintained and supported facilities equipment such as PBX, servers, data center, router, hubs, CSU/DSU, copiers, postal equipment, etc.

Provided timely and effective billable services to clients including installing and updating LAN operating systems, running on one or more hardware platforms and a variety of application software. Client highlights include a global SMS solution at Blockbuster Entrainment Group and a SQL solution for advertising at The Sport’s Authority. Ensured client satisfaction with assigned projects by providing technical support to the client that optimized their technical objectives. Assisted with identifying business development opportunities and forwarded information as appropriate. Enhanced level of technical training and skill set through active development within chosen technical path/skill set. Maintained knowledge of new technologies and vendor offerings that were cost effective and optimized the performance of LAN networks. Implemented solutions utilizing mainly Compaq servers and sub systems and Cisco and Intel bridges, routers, and gateways.

This was a contract position. I was hired to develop, plan, implement, and administer a variety of global information system projects including:* Remote Network Management (Stac Reachout – 2k client/100 servers)* Remote Network Auditing (BindView – 2k clients/100 servers)* Remote Software Distribution (Seagate WinInstall – 1k clients/40 servers)* Local Software Distribution (Seagate WinInstall – 1k clients/60 servers)* Group Scheduling (Lotus Organizer – 2k clients/100 servers)

This was a contract staffing position. I was hired to supplement their existing help desk at tier one. Provided customer updates and expert solutions to complex customer inquiries within a timely manner as stated in the Service Level Agreement. Followed guidelines in the Standard Operating Procedures manual, the Service Level Agreement and the Operating Level Agreement. Provided feedback to management on ways to improve efficiencies in the help desk. Submitted for approval solutions to complex problems to the knowledge base according to the knowledge base guidelines and writing standards.

This was a contract position. I was hired to perform a proof of concept for MS SMS. This later turned into a national deployment of the product at BlockBuster.

This was a contract position. I was hired to work on the first project and then asked to stay for the second project.Florida House of Representatives. One of six contractors chosen to remove existing IBM Token Ring networking and replace with Ethernet networking complete with Digital servers and workstations, Compaq laptops, hubs, routers, and cabling in over 300 offices around the state. Technology implemented was MS NT 3.51 Servers, MS Windows 3.11 workstations/laptops, Backup Exec, MS SMS 1.2, and Lotus SmartSuite.Citicorp Financial Services. Part of a five man team selected to migrate over 500 users from MS Windows 3.1 to MS NT Workstation 3.51 on a variety of desktops.

As the second manager in charge I was responsible for personnel, equipment, inventory, security, accounting, and morale. Hired and oriented new employees. Reviewed and developed 35 employees and three salaried managers in the Technical, Customer Service, Cash Office, Warehouse, Parts and Security departments. Selected operational equipment for the store. Maintained contracts, warrantees, and servicing of the equipment; including RISC 6000 mainframe, store network, PBX, and store satellite music and paging system. Received inventory into store accurately. Maintained an inventory level of $3M. Accurately processed inventory into sales. Maintained shrinkage level of less than .04%. Processed background investigates of contractors and personnel. Conducted security audits of the store. Maintained random recordings of the store. Processed invoices for payments. Tracked and controlled sales and expenses for a $25M per year store. Promoted employees enjoying working with each other while maintaining high quality levels.

Responsible for ensuring that corporate orders went out the door as quickly as possible. Took orders, pulled product, packed them, and made sure they were shipped on time. Worked with the Corporate Sales Manager on production of reports to help keep the sales team on track. Did whatever I could do to make their jobs easier so they spent more time on the phone selling.

Trained on mounted maneuver and dismounted land navigation patrols using a vehicular tracking device, digital radio communications equipment, and Plugger. Served as a member of a listening and observation post while employing principles of cover and concealment. Gathered information on the size, activity, location, unit, time, and equipment of the enemy. Collected and reported data for route classification, fords, tunnels, and bridges. Used all the prior data to request, adjust, and execute indirect fires.