Rick Moreno

Work History

Work History

May 2012 - Present

Global IT Director, Managed Services & Outsourcing


AT&T is a $118.9 Billion Communications Leader with 310,0700 employees, #10 on the Fortune 500 List of US Companies

Advanced through a series of progressively responsible technical and management positions in a dynamic high-growth environment based on demonstrated initiative, technical expertise, problem solving and client relations/communications skills.

Successfully managing an outsource deal for AT&T retail, Iberdrola, Spain. The first part of this deal is to manage the US based part of the company IUSA (RG&E) IREN (Iberdrola Renewables). This deal is 55M over 5 years.

Worked with the transition team and client to produce a strategic IT plan and complete the transition in April of 2013. Handled overall Management and Financial responsibility for the support of this deal and managed a global team.

Headed the support of the entire WAN and LAN client network in the US. Managed and escalated all outage issues to make sure all SLA’s are met or exceeded. Helped the client migrate to a VOIP solution from their current TDM voice systems as part of their network transformation. Worked directly with the sales team in support of client RFP’s or any other client opportunities.


Current client SAT rating 9 out of 10

Supported 150 client locations with 99.99% up time.

SLA attainment of 99.98% over the last 2 years, AR of 99.98% with a target of 96%.

Aug 2010 - May 2012

IT Director

AT&T Global Managed Services & Outsourcing

Managed 30 plus accounts in the financial sector for IBM Financial Sector Network, using IBM tools and processes as a part of the IBM/AT&T Blue-Sky outsourcing deal.

Led a global team of 14 technology managers and migrated these accounts over to AT&T IGEMS platform and tools.


Interacted with top IBM Leadership and successfully managed operational support issues, process improvements and all other management issues. Monitored and managed all account related SLA’s, project management, change control, MACD and outage management issues. Worked with account managers to drive efficiencies for better account management. Negotiated contract changes for all existing and new contracts in conjunction with the sales team. 


Managed 850 locations with an up time of 99.78% increased to 99.98% in 2 years, SLA attainment of 99.95%.

210 projects completed successfully and on time.


Jul 2009 - Aug 2010

IT Director

AT&T Global Managed Services & Outsourcing

Recruited for a new global multi-million dollar outsourcing opportunity within the AT&T wholesale organization

in a joint agreement between AT&T and IBM to support Amgen, a multi-billion dollar global corporation.


Converted account from transition to steady state within 3 months. Closed out the hiring of account personnel, drafting 3rd party support contracts and other operational issues with multiple vendors. This account consisted of WAN, LAN, wireless, RAS, Firewall, DNS and Load balancer for DATA. IPT, TDM, Call Center, dial plan for Voice and 3rd party video, all at a global support level with a very strict one hour Sev1 SLA.


Managed and directed a global team of 75.

       Key achievements and projects:

  • Successful negotiation of 3rd part vendor contracts (STI/Nortel, Avaya, York, Cisco, Verizon, Blackbox and IBM)
  • Successful account migration from transition to steady state support and management
  • Closed out the recruiting and hiring of account support staff.
  • Worked with Process team to design and implement process flows for steady state support.
Nov 2002 - Jun 2009

Director Service Delivery

AT&T Network Operations

Promoted to manage $340 million WaMu/Chase account and establish client partnership in building AT&T network infrastructure to support WaMu’s expansion. Served as liaison between client and VP of Enterprise Engineering with accountability for resolution of all escalations involving outage, repair and provisioning. Oversaw Network operations, transport operations and business office.


Supported AT&T executive Sales involving proposal development. Directed the management of multi-million dollar projects through all stages to completion.


           Key achievements and projects:


  • Transport MTTR (mean time to repair) Average 2.2 hours (target 4.0 hours) with a 99.99 % network availability (target 99.96%)
  • WAN Managed Service MTTR Average 2.6 hours (target 4.0 hours) with 99.99% network availability (target 99.96%)
  • UVN/MAN Optical network Uptime 100% for all 6 rings supported – met target for the last 5 years.
  • Account Revenue (AR)98% (target 95.7%)
Jun 2000 - Nov 2002

Manager On-Site Operations


Promoted from technical field engineering based on strong voice/data expertise and successful project management experience to manage $100 million Sun Microsystems global account. Responsible for day-to-day operations at client site providing technical support for voice and data infrastructure supporting three large San Francisco Bay area campus locations and 20,000 Sun employees. Directed project team of 100 with total P&L responsibility for up to 15 network and data operations projects concurrently. Led a team of 17 project management, engineering and technical staff including hiring, scheduling, mentoring, performance evaluation, budgeting and regulatory compliance. Interfaced with Asia Pacific and Latin American teams to optimize technology and provide operational support.

1996 - 2000

Lead Project Manager/network Engineer

1991 - 1996

Product Service Engineer

1987 - 1991

Data Service Technician

1979 - 1987

Teletype Product Service Manager/Engineer








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