Richard A. Holman, PMP, MPA

7248 Holcomb Road

Clarkston, MI 48346

313.433.7134 (Mobile)

Rick.Holman77@Yahoo.COM

PROFESSIONAL OVERVIEW

A pioneering and results oriented DYNAMIC INFORMATION TECHNOLOGY CUSTOMER SERVICE EXECUTIVE with an accomplished background in customer executive relationship management and sales. Hands-on practitioner with strong project management expertise. Expert-level skill set in applying a systems analysis methodology to solve complex business needs. Strong administrative and financial management skills.

KEY STRENGTHS

· Demonstrated ability to effectively communicate with customer's executive management. Provides competence and leadership under pressure in highly stressful and complicated situations.

· Leverages application of technology to solve business problems

· Strong Team Leader able to motivate and encourage engineers to high levels of productivity and efficiency while maximizing morale and job satisfaction.

· Can move easily across functional boundaries & between regular duties and special projects

· Extremely clear, succinct and thorough writing skills; well-prepared in routine or complex subjects

· Dedicated to continuous learning

· Values continuous feedback on performance

· Relishes new challenges & opportunities

RECENT EXPERIENCE

Sun Microsystems (1999 – Present)

Situation Lead, Americas Escalation Center (July, 2008 – Present)

Serve as the central point of coordination whenever an “Executive Alert” is created.

As such, I am responsible for coordination of all technical and account management resources to address the most difficult and prolonged customer cases which require Executive Management attention.

Project Manager, Unified Service Delivery (2007-2008)

Selected to serve as the Project Manager for a critical internal project to revamp service delivery at Sun. The project team was diverse, cross-functional team.

Managed three sub-project teams concurrently as they developed deliverables & design solutions.

Completed the project successfully on time and within scope and budget.

Client Delivery Executive (2001-2007)

Promoted to this senior-level position and challenged to create and execute technology-based service solutions to a Fortune 100 customer (Ford Motor Co.).

Managed global service delivery to Ford .

Received coveted Q1 Award for Service Delivery Quality from Ford Motor Co

First Services IT Company to receive the award

Recognized by Ford for World-class Availability Metrics and Reporting

Expanded AutoTone managed service delivery to include coverage in 10 countries, inc. China

Customer Service Manager (1999-2001)

Challenged to manage a 6 member team that delivered and managed a remote IT engineering service to Ford and Visteon in 10 countries, inc. China.

Responsible for all P&L management of this team, employee development, performance reporting, management communications, new business development & executive presentations.

PREVIOUS EXPERIENCE

Micro Arizala Systems, Inc. , Ann Arbor, MI

National Sales Manager (1998-1999)

Recruited by the owner and CEO to manage a sales force for a small, but dynamic software development firm.

Sales grew 22% from $1.8M to $2.2M

Enhanced Monitoring/Collection of Accounts Receivable Improved

Assisted Management Team in Rebuilding Co. Reputation in Marketplace

Central Data Systems, Inc., Farmington Hills, MI

Business Consultant (1997-98)

Recruited by a former manager to serve as a sales and delivery consultant.

Provided Outstanding Training/Support Services and project management to clients in the Detroit area;

Received Superior Customer Support Satisfaction Ratings.

City of Ecorse, MI

City Controller (1996-1997)

Served in an appointed position as the Chief Financial Officer

Managed a four person staff, overseeing all GL, payroll, AR, AP functions

Prepared annual budget and all related documents

Managed the IT operations

Served as the Mayor's chief management representative on all union negotiations

Negotiated reductions in the fringe benefit packages of district court employees

Addendum

Business Expertise

Customer Service Delivery

Sales & Sales Administration

Client Relationship Management

Strategic Planning & Business Case Development

Business Process Re-design/Flow Charting

Financial Management (General Ledger, P&L, Margin Analysis)

Help Desk

Change Management

Negotiation

ITIL

Technology Expertise

Information Systems & Technologies

CRM (Siebel)

UNIX/LINUX

LDAP/Middleware

Client/Server

Web 2.0 Technologies

Education:

Walsh College, Troy, MI., Masters in Business Information Technology. Expected Graduation Date: 06/2010

Wayne State University, Detroit, MI., Masters in Public Administration. 1982

Kalamazoo College, Kalamazoo, MI. Bachelor of Arts, 1976. Economics Major.

Professional Development:

Project Management Professional (PMP) Certificate awarded in May, 2007

ITIL Foundation Certificate awarded, February, 2007

References:

Please go to http://www.linkedin.com/profile?viewProfile=&key=1537875&trk=tab_pro