RICHARD P.

WILLIAMS
5100 Alercia Court
Raleigh, NC 27606
919.749.2974
Email: rick.williams71@gmail.com
Professional Profile: http://www.linkedin.com/pub/rick-williams/4/7b8/427

CAREER PROFILE
Accomplished Technical/Operations manager with 16 years experience in the telecom wireless industry is
seeking a challenging and responsible position with a progressive organization to fully utilize my extensive
International managerial and technical expertise in a fast paced, innovative, and environment. I currently
manage a highly motivated high performance team that is actively engaged with the customer acceptance
process and quality improvements for Region Americas. I’m looking to use my skills to build, drive, or improve
the outputs of an organizations deliverables and improve the overall team for the respective firm. I am extremely
motivated and committed to Excellence.
AREAS OF STRENGTH AND EXPERTISE
Professional Profile: Management Proficiencies

➢ Professional Communication Skills ➢ High Leadership Index and Voice Scores

➢ Strong Analytical Presentation Abilities
➢ Sales Support Specialist- Technical
➢ Positive, Motivated, Mentor
➢ Customer Interface Liaison
➢ Effective Outsource Vendor Management
➢ Engineering Management Skills
➢ Process Driven and Oriented
➢ Managing Diversified Workforces
➢ Accomplished Problem Solver
➢ Successful Mentoring and Competency Development

Technical Profile: Software Verification

➢ (RF) GSM (EDGE/GPRS) TDMA,CDMA,UMTS ➢ All Microsoft Windows XP Office applications

➢ WCDMA - UMTS (HSPA) ➢ IBM Rational Clear quest DMS
➢ Ericsson Mobile Platform log analysis ➢ SAP – ESS Time Entry, travel systems
➢ HTC / QUALCOMM log analysis ➢ Network Diagnostic tools
➢ Symbian Series 60 / UIQ ➢ TEMS Phone Verification logfile analysis tool
➢ Windows Mobile 6 ➢ AGPS Testing

PROFESSIONAL EXPERIENCE

Sony Ericsson Mobile Communications, Durham, NC April 2001 – Present

Field Test Verification Manager/ North and South America (2007 – Present)

➢ Direct Manager of Technical Support team covering North and South America
➢ Sales Support Specialist to ensure on time delivery and customer satisfaction.
➢ Global Outsource Vendor Manager including recruitment, performance management and cost control.
➢ Global Field Verification Quality Manager for Products and Process Improvements
ADDITIONAL CERTIFICATIONS & ADDITIONAL TRAINING AVAILABLE UPON REQUEST
Richard P. Williams
Resume, Page 2
➢ Create annual budgets and forecast models for organization of 30+ people
➢ Drive cross functional communication and improvements across multiple teams
➢ Monitor and adjust all work related processes to ensure peak efficiency and effectiveness
➢ Worked directly with strategic customers through the verification, acceptance and sales process.
➢ Effectively worked with customer conflicts and workarounds including onsite support.
➢ Create and execute training programs to ensure organizational and engineering competencies
➢ Plan, drive, monitor and report on the Field verification activities/reporting as required by Project
➢ Participate in strategic planning related to new and existing customer partnerships and growth
➢ Report test results and recommendations to the hardware and software project teams
Maintain and update verification plans and ensure policy and procedures are followed
➢ Responsible for all customer acceptance activities and acted as the voice of the customer in the main
project organization for multiple strategic customers/countries. Excellent interpersonal skills especially with
customers.
➢ Create and maintain Performance management systems including career development
➢ Established Global technical teams with effective recruitment skills and resource planning
➢ Restructured the recruiting department in a way that enhanced the efficiency of hiring key skill sets.

Field Acceptance Project Manager (2005 – 2007)

➢ Duties included the creation and management of a Global Customer Acceptance time plan for projects
➢ Coordinated Global Customer Acceptance testing which included third-party regulatory testing and certification
➢ Provided technical training to technical support engineers and customers.
➢ Liaison between R&D, Product Management and Technical Account Teams
➢ Tracked hardware and software development progress to ensure product launch readiness at RTL
➢ Managed project risks and deliverables for customer acceptance phase
➢ Communicated project status and prioritized customer issues for upper management
➢ Perform analysis of partner issues and implement corrective actions
➢ Managed technical support installations and technical schedules for North and South America including trouble
tickets and trip summary reports to Product and Project management.

Systems Engineer/Field Test Leader (2000 – 2005)

➢ Responsible for leading a team of field engineers that performed handset RF antenna verification, data
throughput performance, signaling stack analysis and audio quality testing.
➢ Duties included test case development, monitoring work quality, develop improvement strategies, conduct new
hire interviews, mentor new hires, and provide technical training for team members.
➢ Responsible for Product Field Test planning which entailed scheduling resources, managing hardware
samples, tracking software releases, monitoring project milestones, setting up test sessions, reporting KPI and
managing errors from global operator testing
➢ Coordinating customer acceptance field test activities for all North American and Latin American customers
➢ Global Product Verification Share point administrator and developer
➢ Maintain the latest flashing, logging, and analyzing tools necessary to perform field testing

Geotek Communications, Inc., Orlando, FL Nov. 1996 – Jan 2000

Technical Service Representative/Dealer Operations Manager
➢ Managed Cellular, GPS, and Digital two-way communications service center.
➢ Directly supervised Junior/Senior level Technical Support Representatives and Resource Coordinator.
➢ Ensured all Account Managers were conversant with all current training skills information and related
applications software.
➢ Interacted directly with dealerships and their end user customer base regarding installation training, software
training, programming, troubleshooting, repairs, billing, and quality control while prioritizing shipments of
product.
➢ Developed and maintained the skills of personnel to support the customer base.
➢ Tested and validated hardware and software releases to provide feedback to the Technical Support Division

AMS/Nextel Communications, Tampa, FL Feb. 1992 – Nov. 1996

Installer/Field Technician
➢ Managed the installation, programming, service, troubleshooting, and repairs on all types of cellular and two-
way radios, and maintenance of site repeater equipment.
➢ Provided 24-hr on call service for Emergency Medical Service, and local Police Department.
Richard P. Williams
Resume, Page 2

EDUCATION

American Intercontinental University

Bachelor Degree in Business Management
Concentration in International Business Management
G.P.A. 3.9