Dana K. Richard
Global Business and Technology Leadership
Results-proven leader with 15+ years of progressive experience in development, support and operations of global mission critical online and business systems, infrastructures, and services. Repeatedly successful driving cross-organizational unity, ownership and excellence to achieve top-priority results in highly competitive environments.
Organization Building | Strategic Planning | P & L |
Technology Services | Personnel Development | Online & Website Design |
Technology Development | Customer Advocacy | International Relations |
Operations Management | CRM & ERP | Global Networking |
Successfully rebuilt ecommerce, operations and procurement organizations into global, profit-driven team
Grew ecommerce revenue by +200% in less than 12 months; improved ecommerce return traffic by 40%, shopping cart conversion rate by 113% and reduced bounce rate by 50%
Drove 40% efficiencies through development of company-wide automated and integrated CRM and ERP systems, processes and tracking
Turned around global LAN/WAN/SAN online services business unit, restoring to profitability in 2 years
Built team and led the sales, marketing, re-design, re-development, implementation, support and operations, including its NOC, data center, infrastructure, vendors and service providers, network, security, applications, organizational operations, processes, and training
Career Highlights
East View Cartographic, Inc. Plymouth, MN 2005-Present
One of the world’s foremost producers, suppliers, and developers of cartographic products and services. Serving the Defense/Intelligence, Scientific, Telecom, Energy exploration, and Academia markets with both custom and published cartography of any geography on Earth.
Title: Director of Operations; Member of executive team reporting to the CEO
Responsibilities:
All e-commerce P & L, Customer Service, Design, Development, and Products
All cartography, GIS and satellite imagery inventory, procurement, and corporate library
Int'l government and vendor copyright and reseller agreements and relationships
CRM development, processes and workflows
Global operations; headquarters in Minneapolis, MN., USA,; offices in Moscow, Russia, Nairobi, Kenya, Amman, Jordan, and Jakarta, Indonesia.
Accomplishments:
Successfully rebuilt global ecommerce and operations organization; lead team of 11 including 1 director, 1 manager
Assumed ownership of e-commerce, marketing and geodata/cataloging departments
Opened 4 international procurement offices
Vastly improved ecommerce revenue by +200% in less than 12 months, return traffic by 40%, shopping cart conversion rate by 113% and reduced bounce rate by 50% by analyzing and rebuilding site navigation, layout, design, and SEO
Drove 60% efficiency gains through company-wide CRM automated processes and tracking
Established copyright and reproduction rights agreements with governments of South Africa, Bangladesh, Botswana, Madagascar, Ukraine, Kazakhstan, Jordan, Faroe Islands, and Fiji
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Specialty Village, Inc. Sandpoint, ID 2005
E-Commerce startup with a focus on local artists, arts, jewelry, specialty gifts and crafts worldwide
Title: Consulting CTO / Website and Infrastructure Design and Development
Responsibilities: Direct all aspects of research, design, development and operations of website and data center storage, applications, infrastructure, facilities, and disaster recovery / business continuity
Accomplishments:
Reduced from $1.8M to $170K, the technology investments for launch of startup through cost benefit analysis of original technology requirements against the business plan and necessary short term growth requirements necessary for success
Realigned and refined technology and organizational financial model allowing business to be launched with $1M investment vs. original plan of $6M investment
Successfully negotiated restructuring of payment schedules and substantial (+25%) discounts on services with two key vendors
Computer Network Technology (now Brocade Corp.) Plymouth, MN 1992 – 2005
One of the world's largest providers of comprehensive SAN/storage networking solutions, products, and services.
Title: Advanced Technology and Services Development Manager (Promotion)
Responsibilities: Dotted line reporting to V.P., Global Services & CTO/V.P. of Development Engineering
Responsible for online services and infrastructure and emerging technologies/new products development and market delivery
Accomplishments:
Concurrently managed $1.5M and $2M budgets with 29% and 23% average under budget annually, respectively
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 restoring 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
Brought 19% efficiencies in call handling through refinement and automation of 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
Honored with Presidents Club award for outstanding contributions to sales and emerging technologies development
Title: Staff Systems Account Engineer (Promotion)
Responsibilities: Dotted line reporting to V.P., Global Services & CTO/V.P. of Development Engineering
Had technical and influence leadership of 70+ personnel (Technical Support). Responsible for emerging technologies development and market delivery
Accomplishments:
Successfully pioneered development of Storage-over-IP (SoIP) technology with commercial scalability, driving approximately $50M-$70M revenue per year over 6 years
Expert in the automated transport and management of mission critical storage data on a massive scale over extremely long distances
Created SAN/Storage over WAN/IP network assessment services business, driving $350K revenue in its first year with 83% gross margins
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Led emerging technologies worldwide customer delivery and support team
Drove successful worldwide deployment of first 200+ emerging technologies networks; trained staff of 100+ personnel
Designed and developed criteria, curricula, and coursework for technical certification of SAN/storage over IP technologies
Honored with Presidents Club award for outstanding contributions to sales and emerging technologies development
Title: Senior Systems Account Engineer (Promotion)
Responsibilities: Technical Support liaison to development engineering for new product launch and support.
Accomplishments:
Successfully drove worldwide introduction and support of 19Gbit switch mainframe channel/network protocol converter
Led, developed and taught support methodologies, processes, and troubleshooting of new products to 140+ support personnel
Title: Technical Account Engineer (Promotion)
Responsibilities: Dedicated Technical Account Manager for major customers worldwide.
Accomplishments:
Account management of 40+ key accounts including IBM, First Data Resources, Axciom, PG&E, Goodyear, Citibank, Chase Manhattan, Fidelity, Charles Schwab
Spearheaded the successful consolidation of 30 IBM data centers into 3 IBM mega-centers
Title: Remote Diagnostic Engineer
Responsibilities: Responsible for implementation, support, and first call troubleshooting of customer problems worldwide
Accomplishments:
Consolidated French automaker Peugeot’s 8 data centers across France into one mega-center outside of Paris
International Experience
In Country - United Kingdom, France, Norway, Japan
Virtual - United Kingdom, France, Norway, Sweden, Denmark, Belgium, Germany, Switzerland, Spain, Portugal, Italy, Russia, Turkey, South Africa, Australia, New Zealand, Singapore, Hong Kong, China, Taiwan, Japan, Fiji, Kenya, Mozambique, Zambia, Bangladesh, Thailand, Indonesia
Education
MBA Graduate Certificate U. of MN Carlson School of Business Minneapolis
BA Graduate Certificate U. of MN Carlson School of Business Minneapolis
Patents
Awarded patent # 6,931,357 - “Services/Network Testing: Computer Network Monitoring with Test Data Analysis”
Other Recognitions
Cited in E-Week’s March 18, 2005 edition article “Testing Vendors Target NIC Performance Problems”, for uncovering and identifying substandard performance characteristics of 10/100 Ethernet laptop adaptors
Invited to speak at the Twin Cities Network Configuration Management and Control symposium