Dana K. Richard

Accomplished Business, Technology and
E-Commerce Leadership

 

Advanced technology and Services Development Manager

(promotion) (2001 - 2005)
Dotted line reporting to V.P., Global Services & CTO/V.P. of Development Engineering

Computer Network Technology, Corp.

Plymouth, MN
1992 - 2005 

Overview: One of the world's largest providers of comprehensive SAN/storage networking solutions, products, and services

Concurrently managed $1.5M and $2M budgets with 29% and 23% average under budget annually, respectively

Responsibility: 

     Development, delivery and support of Network Management Service and infrastructure

  Accomplishments:

  • Built team and led the sales, marketing, re-design, re-development, implementation, support and operations of global LAN/WAN/SAN network management service, including its NOC, data center, infrastructure, network, security, applications, organizational operations, processes, and training 
  • Drove revenue from $200K to $3M and restored to profitability, $1.6M profit and 35% growth in 2 years
  • Created 50% operating efficiencies in management services operations while bringing it into full compliance with Sarbanes – Oxley
  • Created SAN/Storage over WAN/IP network assessment services business 
    • Drove $350K revenue in its first year with 83% gross margins

 

Responsibility: 

Development, delivery, support and training of new products and emerging technologies

 Accomplishments:

  • Worked directly with development engineering on design and development of new products with focus on supportability and customer acceptance
  • Developed and implemented new product support training and certification in support of new product transition to core support organizations worldwide
  • Drove 19% efficiencies in call handling processes through CRM process analysis, refinement and automation 
    • Dramatically improved first call resolution rate of storage-related problems for new products from 43% to 77%
    • Substantially increased customer support customer satisfaction rating from 3.5 to 4.6 on a scale of 1-5