Joey Ricketts Senior Project Manager

Project Manager II

Actalent Services

Nov 2024 - Current (1 year 10 months)

• Led large-scale utility service portfolios totaling over $20M in capital, overseeing forecasting, scheduling, and cross functional stakeholder alignment to meet critical back-feed deadlines. • Applied Agile principles within a cohesive team environment to drive self-directed progress, continuous improvement, and efficient project delivery. • Coordinated dozens of on-site stakeholder meetings to align materials, timelines, and project ground rules, ensuring smooth execution and accountability. • Resolved complex budget challenges by collaborating with sponsors and stakeholders, using parametric and analogous estimating techniques to manage multimillion-dollar budgets. • Managed in-house software rollouts, using MS Project, to facilita

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Support Manager

Ripple Operations

Jun 2023 - Mar 2024 (10 months)

• Led Agile project management efforts that resulted in the creation of multiple internal support tools, helping define project scope, streamline workflows, and increase client satisfaction. • Acted as the admin for a multi-component project management/support base: HubSpot, Jira, MS Project. • Ensured software releases upheld federal regulatory guidance, specifically in international and coastal trade/oil. • Oversaw and developed the foundation of a 24x7 support team, including documentation, escalation processes, and on call rotations to support global clients and scale future hiring. • Collaborated with project managers and engineering teams to rapidly resolve high-volume issues, reducing after-hours support requests by 100% and inc

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Project Manager

KGuardOne Stop Home Improvement Shop

Jan 2020 - Jun 2024 (4 years 6 months)

• Applied Agile project management principles to lead cross-functional teams, ensuring self-direction, accelerated timelines, and consistent project success. • Managed a $2M portfolio across hundreds of projects, overseeing scheduling, budgeting, and execution while leading 20– 25 employees and maintaining a 95% customer satisfaction rate. • Increased annual sales by $1M through improved operational workflows, quality control, and tighter budget management. • Directed all phases of project execution, combining strategic oversight with hands-on leadership to deliver high-quality results at scale.

Senior Support Engineer

Automattic

Jun 2017 - Jun 2023 (6 years 1 month)

• Led the development of customer- and support-facing tools that resolved recurring global issues, reducing support ticket volume and improving resolution speed. • Delivered technical support and strategic guidance, integrating AI into WooCommerce workflows to streamline processes and elevate service efficiency across teams. • Strengthened team expertise by maintaining and expanding internal documentation and producing clear, actionable guides for high-priority escalations. • Developed fixes for multiple bugs on the Cloud Ecommerce system, utilized by millions globally, allowing for streamlined payment processing, GDPR regulatory adherence, and virtual warehouse stock organization. (PHP, HTML, CSS, JavaScript) • Mentored new Support En

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Support Specialist

Truist Financial

May 2011 - Dec 2016 (5 years 8 months)

• Supported multiple Southern Virginia branches by streamlining reporting processes and improving sales forecasting accuracy, contributing to increased employee satisfaction and operational efficiency. • Conducted risk assessments on deposits and withdrawals across several locations, directly safeguarding $5–6 million in potential losses through proactive fraud and error mitigation. • Recognized as Sales Associate of the Quarter multiple times for driving $2–3 million in combined deposit and loan growth, significantly contributing to branch revenue targets.

Joey Ricketts

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