Director of Customer Experience and Information Infrastructure Resume Richardson, TX - Hire IT People

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

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