Richard Golden
Details
Business Management
Baker University
2007 : 2009
Associates in Applied Science
General Education
Colby Community College
2004 : 2005
Diploma
Communications Technology
Northwest Kansas Technical
1999 : 2000
Lumen Technologies
Sr Manager Information Security
Lead a staff of 17 Business Analysts, Process Analysts and Project Managers who are responsible for Operation and Performance support of Network Reliability Centers Applications and Processes including overall Strategy, Integration and Standardization, Process Design and Implementation, and System Integration. Acted as a liaison between IT and Information Technology on System Strategy and Implementation ensuring we met a $10M dollar budget. Additionally we lead and manage work activities that support new product introduction, drive efficiencies or increase client satisfaction, build new systems needed by the company and must be able to identify the business' current problems and future technological goals. We are also in charge of communicating with other departments to implement new plans and goals.
Prioritize goals and objectives, and monitor the work of others.
• Design and develop technical solutions based on existing technologies.
• Lead brainstorming sessions and identify areas for process improvements.
• Act as the lead for the translation of business objectives and requirements into functional solutions.
• Prepare and document testing requirements as well as all test data.
• Exceptional leadership skills & ability to motivate staff
• Futuristically & change oriented
2012 :
CenturyLink
Manager - Process, Programs and Systems at CenturyLink
Supervisor of of the Legacy Blue team in the Design Service Repair organization that is responsible for receiving trouble tickets from Carrier and Enterprise Business customers for special access (e.g. DS3, Ds1, DS0, Sonet and Ethernet) services. Manages a a staff of 17-21 individuals who perform remote diagnostics and referral of repair tickets. Responsible for the testing of the physical layer of Ethernet data circuits which represents a huge growth opportunity for the Corporation over the next 3-5years. Assist in the management of an expense budget of $5M. Provide support and is the escalation contact for major customers and our Wholesale teams.
2010 : 2012
CenturyLink
Supervisor - Special Service Operations
Lead member of Core Team which is comprised of Subject Matter Expert’s within the organization.
Facilitate meetings to gather and draft business reqquirements for new systems and processes from the Business Unit and see those requirements through implementation.
Develop and maintain a thorough understanding of the needs of the customer group from the Business and Technical perspective.
Contributed to 1,400% increase in customers from 2006 resulting in $3.2 Billion in yearly revenue.
Liaison between Information Technology and Business Unit on new systems and improvements to old.
Executed the System Development Life Cycle for new systems and enhancements to old.
Build and maintain equity relationships with End Users, Local Exchange Carriers, and Cable Partners.
ompile and distribute daily, monthly, and weekly activity reports.
Responsible for the training and mentoring of team members while working directly on the installation and activation of wire line delivery elements, including infrastructure builds, disconnects and migrations.
Developed Methods & Procedures for Organizational standardization.
2006 : 2009
Sprint
Business Analyst II
Provided leadership to a staff of 17 people within the Customer Service Operations (CSO).
Project Manager on implementation of new systems to the organization which improved results by reducing Mean Time to Repair by 15% and Failure Frequency by 24% for special service circuits.
Provided 2nd level customer service support for Special Circuit customers Nationwide.
Partnered with Executives on initiatives increasing results of New Circuit Failures by 10%.
Managed the installation and maintenance of DS0, DS1, and DS3 circuits.
Provide Written and Verbal Root Cause Analysis on trouble tickets and provisioning orders
2004 : 2006
Sprint
National Technical Assistance Center Engineer II
Skills
Access, Analysis, Budgets, Business Analysis, Business Process, Business Process Improvement, Business Strategy, Contract Negotiation, Customer Relationship Management (CRM), Direction, Ethernet, Integration, Leadership, Lean Process Improvement, Lean Thinking, Management, Networking, New Product Roll Out, Process Improvement, Process Management, Project Management, SDLC, Software Documentation, Strategic Planning, Strategy, T1, Team Building, Team Leadership, Telecommunications, Testing, Training, Troubleshooting, Turn Around Management, Vendor Management
About
9+ years of Leadership of Operations, Service, Process and Program Management organization delivering results while maintaining budget and deadlines.
A highly-motivated with an exceptional blend of customer service, Product/Project/Process Management with experience in rapidly changing environments, I am a leader with exceptional communication skills that provides the focused execution and tactile delivery of business solutions. Skilled at utilizing the Lean Applied to Business Process methodology to ensure we are consistent with approach and delivery to add value to customers. Accomplished in creating vision and translating them into specific, deliverable business strategies. A detail oriented professional with a proven analytical and problem solving skills track record in charge of creating, designing, and implementing arrangements within a business. Technology and operations leader and business visionary; maximizing organizational productivity through innovative technology solutions, building best-in-class teams, setting the strategic focus, and delivering on expectations.
Core Strengths:
• Masterful Relationship Building and Communication
• History of Process Improvement in Growth Environments
• Dedication to Stakeholder Experience
• Program and Vendor Management
• Process Improvements
• Cost Control
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