David Raposa
Fall River,MA
Summary
Client focused leader with 15+ years experience driving outcomes in fast paced Network Operations environment. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes service level management, escalation management, ITIL process development, operations management, service transition, and contract management. Recognized for exemplary customer service and team collaboration.
Overview
16
16
years of professional experience
Work History
Director of Managed Services
NWN Carousel
Exeter, RI, RI
06.2021 - 12.2023
- Day to day oversight of Network Operations Center.
- Direct reporting leader for Service Level Managers, Operations Managers, and Service Desk.
- Leader of Escalation and Major Incident Management Team.
- Developed Service Transition process for Projects and New Client Onboarding.
- Leader of Client Experience Program (NPS at time of departure was 68).
- Client Advocate
- Recruited, trained, supervised, evaluated and mentored staff members.
- Cultivated and maintained relationships to promote positive work culture.
- Managed staff, and key performance indicators to facilitate business operations.
- Facilitated collaboration between teams by encouraging open communication channels.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Developed ITIL-aligned policies and procedures to ensure compliance with corporate standards.
- Collaborated with senior leadership to set long-term objectives for the company.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
Director of Operations
Carousel Industries
Exeter, RI, RI
02.2018 - 06.2021
- Day to day oversight of Network Operations Center.
- Direct reporting leader for Service Level Managers, Operations Managers, and Service Desk.
- Leader of Escalation and Major Incident Management Team.
- Developed Service Transition process for Projects and New Client Onboarding.
- Leader of Client Experience Program (NPS at time of departure was 68).
- Client Advocate
- Recruited, trained, supervised, evaluated and mentored staff members.
- Cultivated and maintained relationships to promote positive work culture.
- Managed staff, and key performance indicators to facilitate business operations.
- Facilitated collaboration between teams by encouraging open communication channels.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Developed ITIL-aligned policies and procedures to ensure compliance with corporate standards.
- Collaborated with senior leadership to set long-term objectives for the company.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
Senior Operations Manager
Atrion
Warwick, RI
05.2008 - 02.2018
- Day to day oversight of Network Operations Center.
- Direct reporting leader for Service Level Managers and Service Desk.
- Leader of Escalation and Major Incident Management Team.
- Client Advocate
- Recruited, trained, supervised, evaluated and mentored staff members.
- Cultivated and maintained relationships to promote positive work culture.
- Managed staff, and key performance indicators to facilitate business operations.
- Facilitated collaboration between teams by encouraging open communication channels.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Developed ITIL-aligned policies and procedures to ensure compliance with corporate standards.
- Collaborated with senior leadership to set long-term objectives for the company.
- Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.
- Created reports on key performance indicators to track progress against objectives.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Advised senior leadership on potential changes or modifications needed for current processes and procedures.
- Maintained up-to-date knowledge of industry trends and best practices related to operations management.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Formed and sustained strategic relationships with clients.
Education
Some College (No Degree) - Pharmacy 1998-1999
University of Rhode Island
Kingston, RISome College (No Degree) - Chemistry 2000-2001
University of Massachusetts Amherst
Amherst, MAITIL V.3 Certification
Skills
- Verbal and Written Communication
- Charismatic Leader
- Organizational Development
- Cross-Functional Team Leadership
- Escalation Management
- Process Development
- Client Focused
- Outcome Driven
Timeline
Director of Managed Services
NWN Carousel
06.2021 - 12.2023
Director of Operations
Carousel Industries
02.2018 - 06.2021
Senior Operations Manager
Atrion
05.2008 - 02.2018
Some College (No Degree) - Pharmacy 1998-1999
University of Rhode Island
Some College (No Degree) - Chemistry 2000-2001
University of Massachusetts Amherst
ITIL V.3 Certification