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| Objectives |
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Leadership position in a Service Organization to ensure that reliability, availability, and
serviceability is designed into all new products. Advocate for customers during new product
development that produces higher quality products, more rapid product acceptance, increased
sales, and increased customer loyalty.
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| Employment/Experience Summary |
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Summary
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Results-oriented Project / Program Manager with substantial experience in providing cost-effective
service and support for new technologies, product development, and launch. Skilled in analyzing
existing products and operations, then implementing the processes, procedures, training, and
technologies to improve productivity and efficiency. Strong leadership in cross-functional strategic
project management, proposing improvements, and facilitating change in both products and workflow to
support business objectives.
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Professional Experience
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Info Plus International
Telecommunications Consulting
Foster City, California
CLIENT: Cisco Systems, San Jose, California
PROJECT: Finance IT Group
DURATION: 10/2000 thru 11/2001
As a Consultant in Project Management, managed three Analysts and four Engineers through concept, analysis, design, development, and delivery of projects.
Portal Project: Lead IT project team in design and development of a customized internal portal application for the Customer Advocacy organization to improve the workflow of executives and management. Groups supported included Technical Assistance Center, Field Sales and Service, Product Marketing, global Support managers, Finance, and others.
- Developed portal functionality similar to My Yahoo, with a personal web page for each user set up to customize access to specific information. Implemented concept of "create once/use many" by consolidating reports to eliminate duplication.
- Coordinated development efforts within the IT group for delivery of new OLAP (Online Analytical Program) database to aggregate information for real-time reporting in support of the portal project.
- Coordinated and scheduled training of engineers and analysts on portal software development.
- Developed a program for sharing development of portal projects within Cisco and negotiated with groups to purchase and implement hardware and software tools for portal development.
Financial Forecasting and Reporting Tool:
- Coordinated and lead the analysis of metrics for forecasting based on user requirements.
- Scheduled development and delivery of web-based tool for financial analysts and managers to access information, which reduced access time to quarterly financial analysis and reporting information from one month to one week.
CLIENT: Cisco Systems
PROJECT: Customer Advocacy Services Marketing, San Jose, California
DURATION: 4/2000 thru 9/2000
Consultant in Project Management
- Developed service programs to complete the planning, design, implementation, integration, and ongoing maintenance for the Cisco AVVID (Architecture for Voice, Video and Integrated Data) program for VoIP (Voice over IP) technology. Developed pre- and post-sales questionnaires to ensure reliability and availability of the integrated networks.
- Developed integration programs for the Cisco uOne (Unified Messaging) and IPIVR (IP Interactive Voice Response) systems. Created a CD for VAR partners and system integrators that included both product documentation as well as all standard design and implementation documents in a reproducible format.
- Developed service planning and implementation programs for the Cisco VPN product lines.
3Com Corporation
Santa Clara, CA
11/1991 thru 3/2000
Customer Service Product Planner: Instrumental in creating a Service Planning group with the Customer Service Organization to ensure service readiness of new products. Developed processes and procedures for global service support strategies for field service, technical support, logistics, spares, service marketing, technical writing, and others. Service Planning now included in all product development teams for NPI (New Product Introduction).
Products included Voice integration, VOIP (Voice over IP) gateway devices, EtherLinkIII and 100 Mb Fast Ethernet Network interface cards, Fiber Optic interface cards, PCMCIA LAN and modem cards, Edge routers, 802.11 Wireless LAN networks, ATM network interface cards, and Bluetooth interface hardware.
- Created a Customer Service team supporting for high-volume product lines. Contribution resulted in reducing support costs by an average of 40% for these product lines.
- Researched and influenced the choices of a Call Management system for 3Com’s Support organization. Reduced call duration by 10% and provided a mechanism where none previously existed to track, analyze, and trend customer service problems. Developed and implemented a process for feedback into product divisions for future improvements that would result in even greater reductions in support costs.
- Developed an Excel workbook for training new hires in Service Planning and project management.
- Participated in creation of Life Cycle Product Development process for high-volume, low-cost, ease of manufacturing.
- Developed a Service and Support Plan to document decisions on support for all new product delivery. Represented the Service Organization on all new technology committees.
- Worked with the Chief Technology Office in the formation of a MultiMedia Test Lab, which evolved into an Applications Center to showcase business applications for 3Com products (demonstrating such firsts in the early-to mid-90s as real-time video streaming).
ROLM/IBM/Siemens
Santa Clara, CA
1982 – 1991
Service Planner, Santa Clara, California, 2/87-6/91
- Evangelized and managed the development and delivery of the first automated Service Processor for the entire family of ROLM CBX Telecommunications systems. Created a PC-based service strategy based on computer-aided diagnostic procedures linked to automated problem detection, reporting, and analysis. The Service Processor reduced catastrophic failures by 65%, increased customer satisfaction, and increased service revenue by 35%.
- Researched and implemented improvements to training, documentation, and spare parts depots that improved remote support capabilities by 80%. Introduced a remote support strategy, resulting in a 15% revenue growth.
- Developed and implemented installation processes that resulted in a 20% reduction in installation times.
- Technical Instructor for ROLM Telecommunications on new product introductions.
Special assignment, ROLM Corporate headquarters, Santa Clara from 8/86 – 2/87
- Implemented installation and service requirements for the new ROLM 9750 CBX product release. Revised installation-to-service turnover procedures, and created documentation to track installation progress.
Installation Engineer/Project Engineer, Charlotte, North Carolina, 2/85 – 8/86
- Promoted customer and vendor communications, which increased local sales revenue by 10%. Researched and recommended optimum system design to meet specific customer needs. Provided technical assistance, support, and training for technicians, system designers, and marketing.
Customer Support Engineer, Columbia, South Carolina, 5/82-2/85
- Originated field office spares parts stock location to reduce repair time by 75%. Implemented service process, which increased customer satisfaction by 45%.
Providence Hospital
Columbia, South Carolina
1979-1982
Biomedical Electronics Technician
Performed bench repair and calibration on all electronic and mechanical medical equipment, paging system, nurse call system, wireless telemetry, and pocket pager system. Selected and secured outside service contracts. Researched and proposed the purchase and installation of a new telephone system to meet the future needs of the hospital.
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Continued professional development through Business Workshops and Seminars
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Negotiation Skills, Project Management, Presentation Skills, Quality Service Skills
802.11 Wireless Networking – Symbol Technologies
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| Education |
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BSE studies, Mechanical Engineering, University of South Carolina at Columbia
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A.A., Occupational Technology, Midlands Technical College; Columbia, South Carolina
Major: Business General Technology
Minor: Electronics Service
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| Skills |
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| Personal Interest |
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Making life easier and more productive through technology and innovation. Family, Fishing, Bowling, Woodworking, Camping, Remodeling
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