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Director Of Customer Experience And Information Infrastructure Resume

Richardson, TX

PROFESSIONAL PROFILE:

  • Extensive experience in IT, marketing, engineering management and hands - on engineering in the software development industry and the computer manufacturing industry.
  • Strengths in people management, problem solving, process design, database design and software licensing.
  • Experience in customer support, sales support, R&D, manufacturing, marketing and IT infrastructure.
  • Managerial Specializations
  • Technical Specializations
  • Engineering management
  • Salesforce.com developer
  • Cross-functional leadership
  • Salesforce.com administration
  • Process design
  • Pardot lead nurturing
  • Product management
  • NetSuite administration eMarketing
  • FlexNet licensing expert
  • IT infrastructure

TECHNICAL SKILLS:

Salesforce.com

C#.NET

Apex classes

ASP.NET

Apex triggers

C

Apex web services

Assembly language

API

SQL

VisualForce

JavaScript

Validation rules

HTML

Formulas

ColdFusion

PROFESSIONAL EXPERIENCE:

Confidential, Richardson, TX

Director of Customer Experience and Information Infrastructure

Responsibilities:

  • Managed eMarketing, IT infrastructure and business processes.
  • Administered and programmed Salesforce.com, Pardot and NetSuite databases.
  • Defined processes for sales, support and finance.
  • Managed corporate messaging, website development and lead - generation processes.
  • Automated processes for order fulfillment, software delivery and FlexNet license generation, reducing fulfillment time from five days to 30 minutes
  • Set up process for lead generation and nurturing, using Drupal, Salesforce.com and Pardot, generating 250 lead-qualifying downloads per week
  • Led the development of a Drupal website, new logos and the corporate messaging
  • Integrated the Salesforce and NetSuite databases through a connector, reducing order-to-invoice time from one week to one day

Director of Support, Training, and Services

Confidential

Responsibilities:

  • Managed a global team of 22 application engineers and contractors responsible for sales support, customer support, services, training, and product test. Acted as a consultant to the marketing team.
  • Through automation projects, reduced the staffing level needed for customer support by 40%, while revenue doubled and product lines tripled
  • Built a library of web - based maintenance-only tools accessible from within the software application, increasing software maintenance retention by 30%
  • Set up a case management system in Salesforce.com for tracking customer issues, bugs reports and enhancement requests
  • Integrated and cross-trained the support teams following two mergers
  • Created a self-service license retrieval system that reduced a 20-minute support case to zero (no staff involvement)

Confidential, Houston, TX

Acting Director, Engineering

Responsibilities:

  • New product BIOS development and test for consumer desktop computers
  • Directed all engineering departments responsible for factory introduction of server products
  • In-circuit test engineering
  • PCA functional test engineering
  • System test and run-in engineering
  • Diagnostics development
  • PCA assembly process engineering
  • Mechanical engineering

Manager, Test Engineering

Confidential

Responsibilities:

  • Managed various teams of test engineers in preparing factories for new product launches
  • In-circuit test
  • PCA functional test
  • System test and run-in

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