Ricky James Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia

•Facilitate access to the Services for Customers.•Provide a single point of contact for Customers on the function of GETS Services and the quality of the delivery of the Services from all Integrated Service Providers.•Conduct regular review on the portfolio of Services under management with the business executives of GTA and Customers.•Collect business concerns, upcoming activities and changing priorities.•Provide meaningful insight into the Customer business needs and activities.•Coordinate and support GETS Governance forums and meetings. •Support the Business relationship activities of GTA with Customers.•Support the communication activities of GTA and Customers.•Provide a point of escalation on issues with the delivery of GETS Services.•Demonstrate the ability to drive change and resolve challenges in the delivery of the GETS Services, within both the Service Provider and Service Tower Provider organizations.•Regularly update documentation on the business objectives and organization of Customers and make documentation and training available for the use of Service Provider, Service Tower Providers and GTA.

Marietta, Ga

National Account Manager for KST Data Inc. in support of Lockheed Martin account.National Account & Program Manager responsible for staffing, planning, and coordination of IT operations at Lockheed Martin customer locations throughout the United States. This position requires strong Customer Relations and Project Managment skill in crisis resolutions, critical situations, customer satisfaction, vendor management and sub-contractor managment.•Responsible for updating account plans for each client with all current and relevant information concerning the client and the contract.•Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue. •Responsible for all major deliverables to ensure quality standards and client expectations are met.•Manage creation of quotations, change orders and invoices, and responsible for payment collections.•Consistently exceed contractual metrics requirements in areas of Customer Service, Return to Service, User Refresh and Incident Aging.•Actively participate in creation of responses to RFP/RFQ’s for the Lockheed Account as well as in pursuit of new business opportunities. .•Currently managing ~25 locations with ~225 technicians in a matrix support environment. Business Areas supported include Aeronautics, Service Desk, Mission Systems & Training as well as defense manufacturing facilities.

Marietta, Ga

Led the implementation of Service Delivery initiatives as defined by the EDS Multi-Year Plan.*Implementing web based Asset Management interface which is projected to reduce asset management staffing requirements by 20% in 2009.*Led initial implementation of a web based asset analytics application to integrate, cleanse, and reconcile multiple sources of IT asset data to deliver a single, reliable and trustworthy inventory of IT assets. This will address issues with billing accuracy, assist with Server/PC optimization and streamline audit compliance.*Achieved seamless transfer of support from development to deployment to on-going support teams.

Core member of the Program Leadership team for the server/desktop refresh program for American Airlines. Project deliverables included the install of new W2K server infrastructure, migration from Novell and NT to AD, application deployment, and migration to a standard MS Outlook/Exchange environment. *Successfully deployed 450 servers and 35,000 desktop refreshes to over 700 client locations globally*Project completed 3 months ahead of schedule and $1 Million under budget*Managed deployment activities for more than 8,000 seats at all American Airlines domestic airports with no flight schedules being impacted*Ensured staffing levels were appropriate and met, ensured process conformance, monitored the performance of the deployment teams, and addressed any performance issues*Delivered process and technical leadership to teams to ensure that the teams were trained and prepared to perform their responsibilities.*Ensured conformance to all deployment processes across all towers and addressed issues

Core member of the Program Leadership team for the server/desktop refresh program at Weyerhaeuser Company. Project deliverables included the installation of new W2K server infrastructure, migration from Novell and NT to Active Directory, application deployment, and migration to a standard MS Outlook/Exchange messaging environment. *Successfully deployed 800 servers and 28,000 desktops to over 850 client locations globally. *Project completed 9 months ahead of schedule and $2.5 Million under budget*Managed installation of core Active Directory/SMS infrastructure to enable accelerated deployment schedule*Led multiple deployment and server implementation teams in the deployment of 6000 workstations at 128 locations in the US and Mexico for major manufacturing business segment with no impact to production.

Managed remote organization of 15 Information Systems professionals responsible for meeting technology support needs of a 6000 seat multi-state operations area.*Successfully managed transition to EDS, the needs included maintaining SLA’s while ensuring transitioned employees achieved proper acclimation to new organization.*Highly effective Team Manager of 15 remote IS professionals located in IL, IN, MI, WI, IA, KY, NE, and MO. Several former employees are currently managers.*Consistently exceeded the Service Level Agreements for the IT Infrastructure Operations in assigned region.*Collaborated with Weyerhaeuser management to ensure smooth transition of IT support responsibility from Weyerhaeuser to EDS

Managed geographically diverse organization of 15 Information Systems professionals responsible for meeting technology support needs of a 6000 seat operations area. *Rapid career progression from IT technician responsible for one location to IT Team Manager responsible for 15 remote Information Systems professionals in IL, IN, MI, WI, IA, KY, NE, and MO supporting over 6000 workstations.*Recognized as senior member of core project team responsible for upgrading Containerboard Division infrastructure (hardware, software, network) to a single, centrally managed standard. Project reduced support cost in excess of 20%. *Recognized as core member of divisional technical standards committee for Infrastructure Design and Support which enabled the standardization project to succeed.