Richard Nardone

Unexpected Situations

Performed a key role for a client when the State of New York used Eminent Domain to take over their property to expand the 690 Expressway in Syracuse, NY. This required the company to move to a new location because the portion of the property being taken required the destruction of a large warehouse that supported their attached retail store. I worked with construction contractors to create Network, WiFi, Printer, Alarm Systems, and Point of Sale (POS) Ethernet port maps and store layout designs for the new location. Once construction was done, I led a team that moved, installed, and tested all IT/IS related equipment in the new location. The move was accomplished within the one day the store was closed, eliminating any loss of income or inconvenience to clients.

World Traveler

Played a major role in upgrading my company’s ISO certification from the 9001:1994 to the 9001:2000 standards. This included re-designing the outdated website for my organization’s Quality Management System. I made the website dynamic by making it database driven which made the ISO documentation easily searchable, automated the change management process, and reducing the time to get updated documentation reviewed and posted. When we started promoting our improved processes, clients started to demand that all our helpdesks across the world also had ISO certifications. Due to my extensive knowledge of the ISO Standards and my work as an ISO Auditor, I was selected to travel to Mumbai, India for two months to ensure our offshore helpdesks could also acquire and maintain an ISO certification.

Helped consolidate a project that was expected to take several months into 3 months saving time and resources without negatively affecting quality, work schedules, customer service, or client relationships. This required traveling to Okinawa, Japan to deploy 2000+ workstations and 100+ small and large office printers on all United States Navy, Marine Core, and Air Force military bases located around the island. I was selected for this project based on my government security clearance, international drivers license, and my reputation working with high-ranking military officials.

Improved Business Processes

Streamlined a manual billing solution that processed 1.2 million dollars of revenue per month. The process involved several managers passing a spreadsheet to each other to enter their service desk revenue information. Once all managers entered their information into the spreadsheet it was handed off to an Administrative Assistant to manually enter the data into the company’s mainframe. The Administrative Assistant was only authorized to input $200,000 at a time which required multiple logins and was tedious and time consuming. All billing needed to be in by the end of the month and it always was in risk of missing the deadline. I built a web application that connected to service ticket and phone system databases to gather billable service information in real-time. This included writing macros to automate entering the information into the mainframe. Managers could now quickly run reports and do verification checks. Data collection and entry that use to take all month was consolidated down to a few minutes saving time, resources, and state-of-mind.

Our service desk was supporting proprietary client software and applications that did not have information that was readily searchable on the Internet. Their knowledgebase was a static HTML Intranet website that required you to know the exact title of documents to search for them. Service Desk Technicians also had to have HTML coding experience to create or update documentation. I created a dynamic database driven web application that allowed for organic search terms and the use of wildcards. Forms were created so Service Desk Technicians could submit new content or changes without the need for coding experience. I also integrated a document review process and versioning which made the knowledgebase compliant with ISO Standards. Documentation was now easily searchable and quickly accessible which drastically reduced the “Cost-Per-Call”, helping to increase revenue.