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

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