SUMMARY:

Results - focused Engineering Management professional with in-depth experience leading client services, operations, and project teams. Manages resources, timeframes, multiple priorities and creates strategic partnerships to achieve aggressive goals. Known for driving down costs while increasing quality and efficiency through process improvement. Excellent relationship management and problem solving abilities.

EXPERIENCE:

Senior Global Operations Program Manager

Confidential, Sunnyvale, CA

Responsibilities:

• Manage operational execution of the OEM partners, world -wide channel sales and major direct accounts to ensure products are delivered with excellence per best practices. Repair and develop long-lasting business relationships driving business results for all major tier 1 accounts (IBM, SGI, HP, Dell, and CRAY ~ $80M annually).
• Key representative and voice of the customer across multiple departments while turning critically important large accounts into deeply engaged strategic partners. Aided Sales Teams/Executives in creating quicker, crisper operational communications while improving sales cycle and expanding revenue growth.
• Organize, lead and facilitate cross-functional project teams; including championed product delivery against key metrics milestones, and contractual obligations for a portfolio of projects to encompass expectation settings and management against quality, time and financial objectives (e.g. project & portfolio margin targets)
• Serve as the primary management holder for a designated customer escalation plan, identify complex customer challenges, and recommend courses of action regarding client management issues; implement requisite corrective action plans.

Senior Key Account Manager

Confidential, Raleigh, NC

Responsibilities:

• Championed new ideas and strategies with Service and Repair teams including building key carrier partnership alliances and developing strategic business initiatives that resulted in productive and successful customer programs including reducing warranty reserve cost by $8.8M by minimizing contractual financial penalties.
• Implemented product life cycle performance measures to ensure competitive market advantages, seamless product deployment and simplified customer exchange processes. Presented solution based results and opportunities with Confidential &T’s team on forecasting, planning and repair alternatives.
• Drove Sales, Service and Operation teams in improved quality production, negotiations, channel requirements, repair processes and performance management for customer driven metrics; which included daily collaboration, data mining and root cause analysis with cross-functional (internal and external) organizations.

Regional Engineering Service Manager & Technical Product Marketing Manager

Confidential, North Carolina

Responsibilities:

• Championed new ideas and strategies with Service and Repair teams including building key carrier partnership alliances and developing strategic business initiatives that resulted in productive and successful customer programs including reducing warranty reserve cost by $8.8M by minimizing contractual financial penalties.
• Implemented product life cycle performance measures to ensure competitive market advantages, seamless product deployment and simplified customer exchange processes. Presented solution based results and opportunities with Confidential &T’s team on forecasting, planning and repair alternatives.
• Drove Sales, Service and Operation teams in improved quality production, negotiations, channel requirements, repair processes and performance management for customer driven metrics; which included daily collaboration, data mining and root cause analysis with cross-functional (internal and external) organizations.

Product Service Operations Manager

Confidential, RTP, North Carolina

Responsibilities:

• Managed a world-class team of 6 remote Regional Field Engineers responsible for providing service solutions to 4000+ sales locations and 300+ authorized multi-level repair facilities.
• Increased customer satisfaction by 25% and saved over $500K in potential sales revenue due to team's rapid response to new product escalation process.
• Performed wireless technology mechanical repair, quality crisis control and component failure analysis techniques involving cost control, project management, and data collection.

Product Implementation Engineering Manager

Confidential, Research Triangle Park, North Carolina

Responsibilities:

• Managed new product implementation of wireless handsets and accessories.
• Directed critical product support functions for the Technical Assistance Center, Product Evaluation Lab and Product Implementation Engineers.
• Supervised 3 distinct teams and 11 technical engineers. Resolved complex technical network and mobile terminal interface issues for beta products and after sales consumers.
• Directed after- market technical support, compiled field data on product issues, and produced detailed technical reports derived from product lab testing yielding a 35% increase in quality product performance.

Wireless Implementation Engineering Manager

Confidential, Raleigh, North Carolina

Responsibilities:

• Scheduled activities, coordinated resources, and managed all internal and external contractors.
• Managed and hired team of 7 wireless construction engineers and 2 administrative support personnel for Raleigh Confidential . Directed installation, construction, inventory, asset management, budgets and results, Accounts Payable, Human Resources, Training and Safety.
• Established a Civil Construction Contractor Services Evaluation Process to reduce cost and time for site acquisition and design implementation phase processes, yielding capital cost savings of over $8M

Project Equipment Engineer & Installation Supervisor

Confidential, Cary, North Carolina

Responsibilities:

• Managed project cell site development
• Responsible for turnkey switch and cell site project design.
• Reduced Capital Investment for site development by $2M annually by designing unique cell platform design to increase productivity and eliminate downtime.
• Served as the Interim Retail Service Manager responsible for cellular sales activations, service installations and customer satisfaction, while directing 6 sales associates, 4 service technicians and 6 administrative personnel.