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Support Planning Manager Resume

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San Francisco, CA

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SUMMARY:

An accomplished and highly detailed technical product manager with a background in network technologies, virtualization, software, hardware, and SaaS industries. Agile and waterfall project management experience. Exceptional cross - functional team collaboration skills with a strong focus on customer success. Experience in full-lifecycle product management (launch through end-of-life), technical marketing, sales, service and support. Laser focused on attaining goals and meeting deadlines.

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Support Planning Manager

Responsibilities:

  • Acted as liaison for Confidential Support on cross-functional product development teams.
  • Program management of training course releases for new products.
  • Development and implementation of support process improvements.
  • Ownership of technical support operational processes for assigned products.
  • Utilized Jira for requirements tracking and feature roadmaps.
  • Led the successful deployment of an Engineering Transfer of Information (TOI) training process and system utilizing the Brainshark (SaaS) training platform resulting in a 50% increase in learning content consumption across Riverbed and Riverbed’s Support Partners.
  • Drove the roadmap commitment of supportability features on the SteelCentral AppResponse11 Application Performance Management platform resulting in a 10% average reduction of support case duration.
  • Identified and drove correction of knowledge management and support process gaps on SteelCentral AppInternals products resulting in a 10% average reduction in support case escalations.
  • Managed the release and posting of over fifty (50) Riverbed SteelCentral product software releases to the Support.Riverbed.Com website to ensure that all cross-functional stakeholders (Technical Support, Customer Care, Manufacturing and Logistics) were prepared to provide the best possible customer experience.

Confidential, Santa Clara CA

Product Line Manager

Responsibilities:

  • Led product development, marketing, pricing and positioning strategy for 10G/25G/40G/50G/100G Ethernet switches targeted to Data Center, Enterprise and Service Provider customers.
  • Led the successful submission and approval of two (2) Ethernet Switch Specifications (48x10Gps QSFP28 and 32x100 QSFP+) with the Open Compute Project (OCP).
  • Prepared Request for Proposal (RFP) and Request for Quotation (RFQ) responses for major OEM, JDM, and CM opportunities with hyperscale data center and OEM customers.

Confidential, San Jose, CA

Product Manager

Responsibilities:

  • Development and Management of Serviceability Feature Enhancement Requirements on Confidential Products and Solutions.
  • Drove serviceability and UX feature development on Confidential routing, switching, unified communications and datacenter products resulting in reduced support case escalations and critical account situations.
  • Developed a “Foundational Serviceability Requirements” process that enabled a scalable and consistent approach to product serviceability design over multiple Confidential product families.
  • Led the development and execution of a quarterly reporting process to qualify the impact of released product serviceability features using support case analytics.

Product Manager

Confidential

Responsibilities:

  • Managed router platform software releases from initial requirements definition through customer shipment and end-of-sale milestones.
  • Promoted and evangelized Confidential edge router platforms to customers through live presentations, product bulletins, data sheets, and other marketing collateral.
  • Supported account teams and customers on sales opportunities including presentations, pricing and deal-specific sales incentives contributing more than $10M in revenue.
  • Developed and championed a product lifecycle policy for Confidential router software resulting in a 20% reduction in engineering costs.

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