|
|
|
Robert Patrino 2008
|
|
|
|
male
53 years old
San Ramon, California
United States
Salary: 120000 USD/Yearly
Education: master's degree
Relocate: No
Areas of Expertise: business/mgmt, customer service, system/technical support
|
|
| MY BUSINESS CONTACTS |
RPatrino has 1 contact(s)
|
| MY DETAILS |
| LAST LOGIN: |
06/13/2008 12:50:39 |
|
|
MY BLOGS
|
|
There are no blogs submitted!
|
|
| RESUME |
|
Robert L. Patrino2823 Promontory Circle San Ramon, CA, 94583(Cell) 925-577-8718(Fax) 925-743-9981rpatrino@sbcglobal.net Summary of Qualifications Experienced Telecom Manager with extensive management background in a diverse business environment with a passion for excellence in customer service. A proven track record of successfully leading teams to excellence. Varied background in IEC/CLEC/LEC environment as well as high technology industry; working in network operations, sales, marketing, sales operations, billing and consulting. · Customer Service Management· Project/Program Management· Expense/Budget Management· Provisioning/Maintenance Management· Network Design Process , development and implementation· Strategic Planning/Implementation· Expense/Budget Management· Personnel Management· Quality/Problem resolution process design and implementation· Service Level Agreement (SLA) design Professional Experience AT&T Services, Inc. July 2003 - presentSan Ramon, CASenior Communications Specialist Communications consultant/project manager within the Integrated Communication Network Services (ICNS) group in Information Technology Operations (ITO). Managed provisioning and maintenance of data and voice services on the internal corporate network enabling interstate, inter-LATA communications. Project management of circuit order control, tracking, coordination and completion of requests ranging from DS0, DS1, DS3 to OCn/ ATM applications. Acted as a liaison between Inter-exchange carriers and internal customers seeking long distance services and pricing information, assisted in the provisioning of these services. Perform risk analysis for critical applications in order to determine points of vulnerability within the network. Achievements Included:- Coordinated the migration/aggregation of high cost T1 and above circuits, saving the company over $10 million per year, winning the 2003 CIO award.- Successfully facilitated the installation, testing, turn-up and acceptance of internal corporate circuits and facilities, including corporate network integrations (Cingular, Bell South, ATT)- Designed and managed tracking of results for the multiple high visibility corporate infrastructure projects (Call Center Transformation, Audio Conference Platform)- Prepared executive level presentations to review, track progress, savings and target dates. Bayside IT Solutions July 2002 – July 2003Pleasanton, CAConsultant Business consultant engaged with a major RBOC in program management of a large network aggregation and migration project. Designed and documented business process used for provisioning of high speed data services. Covad Communications Inc. March 2002 - July 2002Foster City, CA Regional Manager, Field Operations Regional Manager responsible for successful provisioning and maintenance of high speed data and voice products in the East Bay/North Bay and Sacramento areas. Procure, deploy, and maintain high speed voice and data services and equipment. Managed team that coordinated installation, turn-up, and testing of circuits with providers, vendors and customers. Successfully managed the relationship with partners, vendors and others. Oversee the day to day delivery, installation and support of Covad's transport circuits, as well as assuring overall customer satisfaction with COVAD Communications in a large geographical area. Achievements included:- Increased successful installs upon first dispatch to over 90% within 3 months- Improved technician utilization over 20%- Improved team communications by instituting daily and weekly conference calls- Worked w/ IT and Strategic Planning groups to roll out and enhance inventory system - Teamed with transmission teams (CO) to meet or exceed network availability 99% of the time.- Exceeded monthly and quarterly objectives. - Managed, developed and coached employees on a daily basis. Lucent Worldwide Services 2000 - 2001San Ramon, CA Managing Consultant, Business Consulting Practice, Enhanced Sales and Service Helped launch the Business Consulting practice within East Bay district. Provided CIO level consulting focused on improving customer service, strategic planning for major clients and business development. Provided program management oversight for consultants; including documentation, risk, engagement planning and jeopardy management. Management of an international corporate help desk supporting over 1,000 users and direct management of up to 10 individuals. Achievements Included: - Assessed, designed, and implemented strategic business processes and procedures; visioning, strategic direction, quality management procedures, issue escalation procedures, customer relationship management, Quality of Service analysis, and resource management methods.- Developed, designed and implemented customer service methods and procedures.- Designed Service Level Agreements, providing the foundation for measurement of internal quality and customer service.- Mentored and coached consultants engaged in complex program/project management assignments at major client sites. SBC Services Inc. 1999 – 2000San Ramon, CA Project Director - Billing Project Management Directed support of application teams and quality processes for the quick and accurate resolution of customer billing, revenue tracking, product tracking and sales compensation system issues. Led quality enhancement projects that resolved many critical issues and quality defects. Daily interactions with billing application teams, compensation teams, and finance leadership to assure a flawless execution of bill construction, design, distribution and revenue and sales tracking. Matrix management of up to 15 individual project team members. - Designed, implemented and managed a defect tracking and resolution process. - Utilized quality tools for analysis of trends and long term solutions. - Recovered annually over $23 M in lost revenue.- Project management of billing system enhancements. Pacific Bell 1998 – 1999Network Services, West Bay Operations Area Manager, South Peninsula Service Operations, Local Field Operations Led the provisioning and maintenance of telecommunications services in a large geographical area. Direct supervision of 8 direct reports and 150 indirect reports in three work centers. Responsible for human resources, safety, workload, union-management relationships, revenue generation, quality, customer service, fleet management and budget management. - Developed and implemented long and short-term strategies, business processes, methods and procedures designed to support excellence in customer service, which resulted in improved customer satisfaction of 25 percent, in third and fourth quarters of 1998. - Most improved area in Northern California in 1998; improved quality, increased productivity and reduced missed appointments, all by over 30 percent.- Responsible for a budget of over $10M, including capital and expense. Consistently under ran budget numbers. - Received Fall 1998 Network Services Presidential Award for Outstanding Performance. SBC Services Inc. 1997 – 1998San Francisco, CA Technical Director - Carrier Access Billing Systems Successfully led a large software development program of over 25 initiatives. Leadership of a large cross-functional billing software development project team. Direct supervision of 10 direct reports and matrix management of 50 individual contributors. Led the full life cycle development of complex billing software products, including business process assessment, documentation, reengineering and implementation. - Responsible for successful program management, resource allocation, work load management, expense/budget management, coaching, mentoring and client satisfaction.- Successfully launched over 25 new billing software system enhancement projects.- Direction and oversight of a large consultation contract with Anderson Consulting.- Management of project managers, project administrators, software architects, software developers and system analysts, with oversight of a $7.5M project budget. Pacific Bell 1993 - 1997Business Communications Services Project Director - Sales and Marketing Systems, BCS IT Group Program manager in the Business Systems Group. Full life cycle management of CRM/SLA tools that were used by the Business Communication Services Group to support and enhance the sales process. Design and implementation of customer service model. Direct supervision of up to 5 direct reports and matrix management of a cross functional team of 10. - Developed, managed and launched a client/server based marketing/sales support software tool.- Improved project management, resource utilization, business process design and results.- Created BCS Help Desk, including policy/procedures, business process, as well as initial staffing model, supporting over 2,000 users.- Developed and implemented strategies and tactics for campaign and channel management using SFA tools.- Daily interaction with sales/marketing leadership regarding sales funnel, compensation systems and campaign management.- Project leadership to enhance and upgrade the Business Revenue Information System, the Sales Compensation system, the Point of Sale w/Retention System and other mission critical business financial systems.- Developed and launched new marketing/sales support systems.- Twice received BCS Presidents Sterling Club Award for outstanding performance. Pacific Bell, Account Manager, Major Accounts, Pacific Bell Network Sales, 1990-1992Pacific Bell, Services Technician, South Bay Network Services, 1978 - 1990 Education BA, Sociology, San Jose State University, 1986MBA, Management, Golden Gate University, 1990 Post-Graduate Certificate, Advanced Data Communications, Golden Gate University, 1991 Marketing Certificate Program, U.C. Berkeley, 1996 Community Service Leadership San Ramon Valley – 1995Public Safety Advisory Committee – City of San Ramon 1995 – 1996Parks and Community Services Commission – San Ramon 1996 – 2000Planning Commission – San Ramon 2000 - present
|
|
|
