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CHARLES R.

RICHARDS
13009 Bow Hunter Court ~ Manassas, Virginia 20112
571-242-1901 (Home) crc4e840@westpost.net 571-242-1901 (Cell)
Task/Program Manager
Responsible for the integration of Core Competencies into daily functions, inclu
ding: commitment to integrity, knowledge/quality of work, supporting financial g
oals of the company, initiative/motivation, cooperation/relationships, problem a
nalysis/discretion, accomplishing goals through organization, positive oral/writ
ten communication skills, leadership abilities, commitment to reliability/depend
ability, flexibility and ownership/accountability of actions taken.
Background includes serving as Program Manager/ Business Services Manager/ Helpd
esk Manager Operations Manager for technical services contracts committed to del
ivering unparalleled technical support services. Astute in qualifying expertise
in the technical recruitment process. Disciplined but flexible leader, seasoned
in all areas of program management including: operations, development, new busin
ess and service. Additional capabilities in:
*Pre and Post Sales HW/SW Support *New Business Development *Contract Negotiat
ions
*P & L Accountability *Client Relations *Delivering Complex Solutions
PROFESSIONAL ACCOMPLISHMENTS
* Seized opportunity to negotiate a contracted support services contract for AAR
P by developing and presenting proposal to AARP senior executives and securing t
he contract.
* Assisted in the rebuild of IT operations at AARP by re-establishing help desk
service operations, creating IT sub groups to support supplemental services and
obtaining status as Microsoft Certified Partner. Developed and implemented manag
ement tools and methodologies including workflow systems, performance monitoring
tools, and contract administration. Worked with my Accounts Payable department
to implement financial business models to track contract performance.
PROFESSIONAL EXPERIENCE
The Army Human Resources Command - Alexandria June 2010 - Present
Business Analyst/ Asst Site Manager
Serco Inc.
Business Analyst manages, coordinates and works analyzing human resource and ope
ration situations and updating policies, regulations and Mission Training Plans
(MTP's), pay and benefit policies, individual Permanent Electronic Records Manag
ement Systems (iPERMS) to help Field Service Division (FSD) and the Army.
* Provides weekly and monthly status reports to keep the FSD and Serco
staff informed
* Work with additional SERCO personnel to find solutions to solving many policie
s, regulations, and database challenges to meet the 21st century way of doing bu
siness
* Assist with the deployment of personnel and management to Fort Knox
to help establish better business rules and practices to help the soldier make q
uicker and better decisions.
* Assist managers in compiling, verifying and interpreting data in the
preparation and development of functional reports, programs and materials for H
R programs.
* Provides technical, analytical and strategic subject matter expertis
e in the development and implementation of new Human Resources strategies for th
e Personnel Assessment and Integration Division (PAID).
* Provide assistance in tracking and evaluation of on-going operations
, reviewing forms and reports and conferring with management about format, distr
ibution and identifying problems and improvement.

BMW of Fairfax, Fairfax, Virginia


September 2009 - June 2010
Certified BMW Service Advisor
Service Advisors help BMW owners care for their cars and understand the value of
maintaining their vehicles in accordance with BMW guidelines. As a driver's per
sonal link to the Service department, the Service Advisor establishes a critical
and ongoing relationship with BMW owners.
* Inspect vehicles and apply proper resources to accurately identify and verify
clients' service needs. Record them along with current vehicle and client inform
ation on the repair order.
Support BMW goals for service by generating:
1. High sales of services, parts, and accessories.
2. Repeat new vehicle sales by providing a premium Service experience for
each client.
* Refer to service history, inspect vehicle, and recommend service to clients. P
romote the sales of appropriate services, parts, and accessories by thoroughly u
nderstanding the product and associated service requirements.
* Write and verify accurate repair orders and include supporting documentation.
* Administer new and used vehicle warranty repairs in accordance with warranty s
pecifications.
* Ensure requested vehicle services are performed correctly upon completion by i
nspecting the vehicle prior to each service delivery.
* Perform a consultative vehicle delivery with client when work is completed.
* Supervise cleaning and preparation of new and used vehicles.
* Build and maintain knowledge of our products and services via on-the-job train
ing and participation in educational and development programs.
* Meet requirements of state and federal law for automobile repair and consumer
protection.

RICH ONE MARKETING CONCEPTS, Manassas, Virginia March 2005 - October 20


09
Director of Marketing Services/ Client Relations/Direct Sales
A home business established in 2005 to provide solutions to home business seeker
s looking for additional income online.
* Sales position selling online home business opportunities utilizing advertisin
g and marketing solutions.
* Cold calling, follow-up, and close new clients
* Develop and manage lead generation initiatives such as direct mail, online adv
ertising, email, search engine marketing, webinars, conference sponsorships, etc
.
* Teach new members to developed online advertising utilizing Google, Yahoo, MSN
, Craig's List, Postcards, Social Networking (MySpace, FaceBook, YouTube, etc.)
campaigns.
* Manage international associates in 8 different countries across the world repr
esenting home business based services
* Recruit, Train and mentor Jr. representatives to duplicate effective sales/ser
vice levels abroad
ADITI Staffing (3-month contract)
January 2008 - March 2008
Contractor for Northwest Administrators, Inc. Seattle, Washington
Operations Manager / Project Portfolio Manager
Northwest Administrators, Inc. (NWA) has been providing employee benefit plan ad
ministration and benefit claim processing services to clients throughout the Wes
tern United States since 1958.
* Supervise the day-to-day activities of the Help Desk Operations, Distribution/
Mail Room staff.
* Supervise the day-to-day activities of the Computer Operations and Job Schedul
ing staff.
* Fill in for all staff when necessary (Scheduling and Distribution)
* Ensure that all operations documentation is current, accurate, thorough and ea
sy to access.
* Provide necessary coordination and communication between the user community, O
perations, Distribution and the IS Department.
* Establish and maintain service levels for the functions within Operations and
Distribution.
* Communicate status of projects to supervisors and escalate issues to managemen
t.
* Maintain a team approach and function as one of the critical elements of the e
ntire IS team.
* Worked on various business models to work up a composite of resource investmen
ts such as skilled labor and associated salaries, IT hardware and software,
and the opportunity cost of deferring other project work.
* My goal was support ongoing measurement of the project portfolio so each proje
ct can be monitored for its relative contribution to business goals.

MPRI an L3 Communications Company, Alexandria, Virginia


January 2007 - May 2007
Small Business Liaison Officer (Temporary Position)
Since 1987, MPRI, an L-3 Communications company, has provided national security,
defense, and law enforcement customers within the US and abroad with profession
al services, specialized products, and integrated solutions for education, train
ing, and operations.
* Responsible for managing activities that promote, track and report procurement
of products and services from diverse suppliers corporate small business initia
tives
* Establish program compliance by implementing new processes as they relate to t
he program and communication across the organization
* Interface with C-level executives for the continuance of leveraging strong wor
king relationships with key internal constituents
* Utilizes strong diplomacy in regards to teaming, process management, problem s
olving and analytical skills to better align all major internal clients for the
program's success
* Assist in the development of strategic sourcing initiatives
* Represent MPRI and the Small Business Programs Office at trade fairs and procu
rement conferences
* Participate with business units submitting proposals that require effective sm
all business utilization documentation as part of the proposal effort
* Communicate the purpose of supplier diversity to all impacted employees, in or
der to get alignment and commitment from respected departments. Assist project t
eams to strengthen relationships with HUBZone3 suppliers and companies that are
owned, operated and controlled by minorities, women, and disabled veterans

TECH USA, Millersville, Maryland September 1997 - March 2005


Client Relationship Manager/Program Manager/Helpdesk Manager/IT Account Executiv
e Sales
TechUSA is a nationwide staffing solutions agency that provides customized staff
ing and consulting support to both government and commercial clients. An immense
opportunity to be the lead IT solutions provider at AARP (America Association f
or Retired People).
* Coordinates and ensures completion of projects.
* Sets deadlines, assigns responsibilities, and monitors and summarizes progress
of project.
* Prepares reports for upper management regarding status of project.
* Leads strategic planning, budgeting, and staffing efforts in response to task
requirements.
* Formulates, communicates, and enforces quality work standards.
* Monitors progress and resolves any identified issues impacting upon successful
product/service delivery.
* Ensures compliance with all administrative and contractual requirements.
* Serves as primary point-of-contact with client contract and program management
staff for reporting project status and negotiating change orders.
* Assigns contractor schedules, reviews work discrepancies, supervises contracto
r personnel and communicates policies, purposes, and goals of the organization t
o subordinates.
* Possessed knowledge and expertise in the areas of management theories; managem
ent and control of funds and resources using complex reporting mechanisms.
* Manages positions, pay, and the selection of employees.
* Resolves problems (personnel or project), assigns, reviews, and approves proje
ct work and evaluates employee performance.
* Plans and provides long-range and short-term training and assist employees in
their career development.
* Possesses knowledge of personnel laws to process personnel actions, labor laws
, and various incentives to be applied to a project; knowledge of program polici
es, procedures, purposes, and goals of the program/organization.
* Responsible for aiding in own self-development by being available and receptiv
e to all training made available by the company.
* Plans daily activities within the guidelines of company policy, job descriptio
n and supervisors instruction in such a way as to maximize personal output.
* Oversaw field PC/ Printer/Laptop deployments and support to all 50 United Stat
es, Puerto Rico, & The US Virgin Islands
Other duties included:
* Managed TechUSA's relationship with several of AARP's business groups. Resp
onded to periodic consulting requests, identified/ constructed new potential opp
ortunities for TechUSA engagements, and outlined new projects.
* Wrote publications documenting specific operations process, innovations or
analytical frameworks to maintain TechUSA's reputation as a world-class consu
lting team
* Proficient in Microsoft Office products (Word, Excel, Outlook)

GE C S/IBM TECHNOLOGY SERVICES, Rockville, Maryland April 1993 - September 1997


Senior Field Service Engineer/Lead Technical Consultant
GE Computer Services repaired, installed and maintained all computers no matter
who the manufacturer was nationwide. We designed networks, repaired printers, an
d installed systems for national customers.
* Delivered responsive client services by managing support services of field ser
vice units in Washington D.C. metropolitan region.
* Created and implemented project plans for hardware and software installation a
nd telecommunications equipment.
* Facilitated technology integration, migration and upgrade plans through expert
problem solving skills, effective mentoring of staff field service engineers an
d proactive planning.
* Surveyor of IMAC throughout the DC Metro area for Bloomberg. Knight Ridder Fin
ancial, & SATO Travel.
* Troubleshot installed and repaired PC equipment on customer site.

HALIFAX CORPORATION, Alexandria, Virginia June1988 - March 1993


Operations Manager
Halifax has been the leader in Nationwide Enterprise Maintenance Solutions for o
ver 35 years. As the "Outsourcer's Outsourcer" to the Global Solution Provider C
ommunity, dedicated to providing clients with customized solutions.
* Managed PC hardware support services for the Pentagon. Supervised day-to-day a
dministration of a $10 million dollar support services contract at the Pentagon;
overseeing 20+ staff members, delivering on-site installation and service manag
ement for computers, networks and mainframes.
* Managed on-site technical support services for Naval Air Systems Command and v
arious departments under The Joint Chiefs of Staff.

MILITARY EXPERIENCE
* UNITED STATES MARINE CORPS (Reserves), 1984 - 1992
Sergeant E-5, Honorable Discharge
EDUCATION, TRAINING & CERTIFICATION
PRINCE GEORGES COMMUNITY COLLEGE, Largo, Maryland
Computer Science and Business Management Studies, September 1982 - November 1984
* Phishing Awareness Course - 2010
* Portable Devices & Removable Storage Media - 2010
* Anti-Phishing - 2010
* Information Assurance Awareness - 2010
* Personally Identifiable Information Course - 2010
* Thumb Drive Awareness Virtual Training Course - 2010
* Safe Home computing Course - 2010
ADDITIONAL Help Desk Institute Training Chief Information Office Unite
d States Army Training
* Training, HDI Manager
* Training, Project Management Institute
* SLA Certification
* HDI Member
* Local HUG (HEAT Users Group) member
* MS Office Suite Training

SECURITY CLEARANCE
* NAC- June 2010

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