Richard Stone, Pmp, Csm Email & Phone Number

Baltimore, Maryland Area

• Management of day to day operations for multiple prime & sub contracts; business development, and internal process engineering & improvements. Selected Accomplishments:
• Project: CCSQ-Data Strategy, Task ManagementManage two teams (Technical LOB and Business track teams) responsible for defining the CCSQ future data strategy (3-5year roadmap) including a targeted implementation plan.
• Project: MedDRA‐based Adverse Event Diagnostics (MAED) Maintenance, Support, and Enhancement Services, Project & Program ManagementManage the full Enterprise Performance Life Cycle (EPLC) support of the MAED.
• Project: EQRS (End Stage Renal Disease Quality Reporting Systems), Senior ManagerDefining key performance indicators (KPI) and defining processes to support these program metrics in the new CMS SAFe environment.

Baltimore, MD

• Program & Project Management, Agile SCRUM LeadershipSelected Accomplishments:
• Manage and support Centers for Medicare & Medicaid Services (CMS) XLC gates – project startup review, project baseline review, requirements review, preliminary design review, detailed design review, validation.
• Ensure creation, coordination, and submission of all ADO portions of project management (PMBR contract) XLC artifacts – project charter, project process agreement, project schedule, and all ILC gate review presentations
• Manage the application development organization (ADO) XLC process and support deliverables – independent testing support, Authority to Operate (ATO), and production release
• Successfully implement full releases of the CMS CROWNWeb application
• Lead SCRUM teams to define, develop, and test all new features of the CROWNWeb product

• Program account management responsibility to reduce cost to serve & exceed client deliverable metrics for all Financial Services Segment clients.Selected Accomplishments:
• Successfully implemented program management strategic plan moving support to lower cost customer service departments reducing cost to serve 15% in first year.
• Designed & implemented account resource allocation plan reducing head count 15% in the first year
• Managed operational support of all segment clients in a matrix environment delivering 92%-95% customer satisfaction
• Implemented & managed ongoing project management of programs delivering targeted margins for all segment clients
• Developed & implemented segment dashboard reporting system adopted for all global program management segments

Selected Accomplishments:* Successfully designed and implemented technical support training program, improving customer satisfaction with an annualized contribution of $9.2M. * Researched industry best practice, designed and implemented new hire program, improving customer support technician time to competency 30 days while reducing classroom training time.

* Researched, designed, and implemented asset, change, and problem management applications, increasing operational efficiency, internal customer satisfaction, while reducing head count 15% (annualized contribution of $2.3M). * Managed DBA staff supporting Terabyte (TB) data warehouse; scheduled maintenance, monitoring batch jobs from multi-source systems.

Managed the development and maintenance for Product Assist ®, an online customer facing self help program with an annualized contribution of $1.2M. Managed knowledge management development and maintenance teams. Supervised technical support help desk technicians.Selected Accomplishments:* Developed, authored, and implemented online troubleshooting.

* Business development & management responsibility for a full service recording company (Annual gross revenue = $350K) *Managed all aspects of the recording business. *Directed all customer relations and marketing initiatives. *Managed sound engineering and marketing staff.

* Government account responsibility for service support, invoicing, credit & collections ($15M program) *Audited all federal government billable activities. *Coordinated field support and government marketing activities. *Supervised field service representatives. *Performed field audits and delivered on the job training. *Designed and developed regional.

Ba Program

Diploma Of Education

Education record

Education record