RICH BOUCHER, PMP

12 Hancock St a" Milford MA 01757

(508) 400-6363 a" rbcbf680@westpost.net
Project Manager experienced in the areas of Customer Services account
management, business analysis, software development, hardware
integration, steady state operations, and end-of-life procedures.
Skilled in leading diverse teams, utilizing project management
methodologies/tools (PMI) to initiate, plan, execute,
monitor/control, and close projects. Lead multiple projects with
overlapping schedules and limited resources while consistently
maintaining project schedules, costs, and quality objectives.
* Lead the development, deployment, and steady state technical
operations of a global on-demand training development and
distribution platform.
* Responsible for the consolidation of vertically implemented
training applications, systems, and web sites
* Define project team requirements, work to secure resources within
matrix organizations, collectively develop/document work breakdown
structures (WBS)/work packages, activities, and work definitions.
* Document project Lead multiple training site/system acquisition and
integration efforts (Digital Equipment-Compaq-HP)
* Develop scope statements and project management plans (scope
control, schedule, cost, quality, communications, etc.).
* Document project schedules, roles/responsibilities, critical paths,
and project risks. Monitor/measure project performance based on Earned
Value Techniques (EVM) and administer change control processes.
* Responsible for defining/documenting/implementing project
communication to stakeholders and senior management (integration,
scope, time, schedule, cost, resources, risk, and procurement).
* Supervise and write reviews for 19 individual contributors in two
individual groups (Business/IT).
* Developed numerous Customer Services training strategies supporting
NPI's roll-outs on Cpu, Disk, Tape, and Printer product sets.
* Represented Customer Services on new product design meetings
(Engineering, Manufacturing, Product Management, Customer Services,
and Product Assurance), with the ability to delay NPI product release
schedules for non-compliance.
* Provided customer facing account management, remedial break/fix,
and preventative maintenance in raised floor/high visibility business
environments.
PROFESSIONAL EXPERIENCE
Boucher Landscaping2007 a" current
Project Manager/Laborer
* Plan and manage team work schedules and project logistics
* Order parts and repair equipment as required
* Participate in the installation of lawns, walkways, walls, patios,
and sprinkler systems
* Operate snow plowing, removal and sanding equipment
* Develop and maintain company web site
Hewlett-Packard (HP) a" Littleton, Marlboro Ma2003 a" 2007
CUSTOMER SERVICES PROGRAM MANAGER III, IV,V
* Secure and manage a 13 Million dollar budget (Learning Utility, HP
Virtual Labs, global training equipment acquisition budget).
* Responsible for ongoing business operations, implementation of key
system, and application enhancements reporting to Vice President of
Training and Development.
o Interface with key global stakeholder groups to identify business
issues, create charter statements, and implement projects through PMI
methodology
o Supervise a group of nine direct reports, set direction based on
company/organizational objectives, and write yearly performance
reviews
o Perform several global technology and numerous software refreshes
to the Learning Utility
* Increase operational performance, increase storage capacities,
reduce system locations and the development of 10 training related
applications and 62 training related web sites
* Provide end-to-end support (end user, application, and equipment
configuration/ordering) to 100k users
* Responsible for managing IT staff in a dotted line reporting
relationship (reporting to a Sr Director).
o Supervise ten additional IT resources, contributing to performance
reviews, and set direction based on company/organizational objectives
* Included software programmers, system administrators, and database
administrators. (Resources based on and offshore India, Russia, and
Europe)
* Manage software acquisition licensing, hardware service contracts,
and define system's backup strategies
* Ensure application development adheres to companywide development
standards
* Managed the internal global acquisition, deployment of training
equipment, and the need to reduce number of units, cost, and improve
equipment accessibility timing (project reporting to several Vice
Presidents)
o Identified and created business project team responsible for
training deployment
* Area delivery managers
* Training Product managers
* Customer Services Training business managers
* Product line managers
o Key areas focused on
* Expense and CapX spend monitoring
* Equipment ordering process tie to FRS product ship volumes and
locations
* Increasing the use of HP Virtual Labs use
* Automating class registration systems with equipment scheduling
capabilities
CUSTOMER SERVICES PROGRAM MANAGER III, IV,V (cont.)
1. Implemented an on-demand equipment cost tracking and delivery
system
a. System automatically received approved order costs
b. Application categorized spend as either Expense or CapX categories
c. Associated orders within area and group
d. Able to report current spending against forecast, type of
spending, and pilot depreciation spend (forward looking)
* Implemented time zone schedule of HP Virtual Labs and reduced lab
based equipment orders by one third
* Implement the common ownership model of training equipment
1. Enabled open sharing of training equipment based on initial FRS
and product ship volumes
* Responsible for leading advance development training development
projects tied to the adoption of SCORM and prescriptive training
objectives.
o Developed internet based smart phone content distribution
technology based on SCORM learning objectives
o Incorporated knowledge quiz to enable prescriptive training
objectives
o Developed curriculum roadmap application which enable the use of
sharing/managing information nuggets between courses
Compaq and Hewlett-Packard (HP) a" Littleton Ma. 1998
a" 2003
CUSTOMER SERVICES PROGRAM MANAGER I,II
* Manage a 5 million dollar budget comprised of Learning Utility and
HP Virtual Labs
* Manage all Learning Utility Project activities:
o Management of a 2.5 million dollar budget (software licensing,
equipment costs, support agreements, application IT costs).
o Manage application development and server analytics internal and
external to our immediate organization
o Integrate training and development organizations into the Learning
Utility system/process as a result of acquisitions occurring (Compaq
Providence, RI1988 a" 1994
CUSTOMER SERVICES PRODUCT TRAINING MANAGER I, II
* Project training manager responsible for development, deployment,
and ongoing quality of corporate training with New Product
Introductions (NPI'S) in the areas of mid-range systems, and
storage subsystems
o Construct and managed fiscal year training budgets ($1.5m) and
communicate forecasted spend versus actuals on a monthly basis.
o Responsible for obtaining team consensus on product training needs,
delivery formats, and go-forward strategy on approx. 40 new products
per fiscal year
o Responsible for the staffing of training developers, graphic
artists, and editors through internal and external organizations.
o Responsible for contract details and negotiations of vended
resources.
o Develop and manage teaming objectives in a matrix environment
consisting of:
* Product management
* Subject matter experts
* Training developers
* Regional training delivery personnel
* Regional services support personnel
* Corporate service support personnel
o Responsible for corporate training portfolio management, the
creation and maintenance of product specific training plans and
associated curriculum roadmaps.
* Utilized project management methodologies to develop, execute, and
monitor product specific training implementations
* Measure project performance against schedule, scope, cost, and
quality baselines
* Responsible for training effectiveness of pre-FRS/post-FRS training
deliverables. Evaluate and modify approaches through use of "use
cases"
* Symptom directed approach mapped to a fault insertion process
* Success criteria based on MTTI/MTTR metrics
* Monitor customer repair data and issue resolution data
* Ensure that feedback for the field is analyzed and incorporated if
warrantied
* Ensure that engineering changes are integrated in courseware and
changes communicated
CUSTOMER SERVICES HARDWARE MAINTAINABILITY ENGINEER I, II, III 1983
a"1988
* An integral product development team member comprised of Customer
Services, Product Management, Engineering, Manufacturing, and
Product Assurance (known as the 5X5)
* Integrate Customer Services needs in the development and
deployment of Microvax II/III, PDP 11/73, PDP11/83 systems tasked
with the responsibility to:
o Define the service attributes to reduce
Mean-Time-To-Repair/Mean-Timea"To-Install and to increase the time
between product failures (Mean-Time-Before a"Failures)
CUSTOMER SERVICES HARDWARE MAINTAINABILITY ENGINEER I, II, III CONT.
o Build capabilities/verify within the product to achieve specific
services goals
* Self-test coverage capabilities/indicators
* Standalone diagnostics fault coverage and gap identification
* Define service documentation attributes and validate value through
human factors testing with service personnel
* Monitor product assurance testing and discuss opportunities for
product improvement enhancements
* Negotiated access to pre-FRS engineering units for training,
commitment to spare stocking, access to subject matter experts for
support training, and support modifications to service documentation
based on servicing trends.
* Manage a Global Customer Services team consisting of product
support representatives, business pricing (support contracts),
Training, Logistics (spares stocking), and post-FRS customer
services support
o Responsible for the development of Customer Servicing strategy,
Customer Services work-breakdown structure (WBS), and integration of
individual team plans (Training, Business pricing, Pre-FRS/Post-FRS
support strategies, and integration of servicing plans into the
product development plan.
o Responsible for all services related project communication to
product development teams and Customer Services readiness
team/extended team members.
* Provide corporate support to customers participating in pre-FRS
product evaluations (seed-units) interfacing with customers, product
engineering and product management to resolve all technical related
issues.
* Received Product Management award for above and beyond customer
issue resolution efforts
CUSTOMER SERVICES FIELD SERVICE ACCOUNT REPRESENTATIVE IV1978 a"
1983
* Managed 25+ large scale customer facing accounts (Toys R Us, Rhode
Island Lottery, Woods Hole Oceanographic Institute, Raytheon, EPA,
numerous colleges) with complex large scale computer installations,
repair, and preventative maintenance services.
* Attend numerous internal technical training programs
* Vax 11780/11750/11730 PDP 1170/1140/1103 (CPU's)
* RP05/6, RM05/03,RM80, RK6/7, RK05, RX01/02 (Disk)
* TU78, TU45, TU16, TS03 (Tape Drives)
* LP05,LA180,LA120 (Printers)
* VT50,51,55, 100 (Terminals)
* Provided 24X7 support for general customer response based on
a rotating basis
* Provided 24X7 availability customer response based on size and
technology deployed.
* Advise customers on technologies based on compute and storage
capacity needs, generating numerous sales team leads.
* Contributed to the awarding of branch Service Excellence awards
EDUCATION / TRAINING
Project Management Professional (PMP), Project Management Institute
Associate of Science in Business, Dean College a" Franklin, MA
Control Data computer repair certificate program
Coyne Electrical (electrician) certificate program