SUMMARY:

• A Highly Successful Director of Quality Assurance in the Technology Industry Possessing Excellent Leadership Skills .
• Pursueing a New, Exciting and Challenging Position for a Company where My Knowledge, Skills, and Professional Experience will Make Me a Valuable Contributor To MY New Companies Growth and Success through Improving Quality, Innovation, Reducing Costs, and Increasing Customer Satisfaction and Retention.

• Leadership
• Budget Development
• Quality Management Systems
• Process Improvement
• Conflict Management
• Metrics and KPI Analysis
• Root Cause Analysis
• Release Management
• Employee Team Building;
• Mentoring, Training
• Career Development
• Staff Management;
• Recruitment, Hiring
• Establish Goals
• Performance Appraisals
• Merit Increases
• Software Release Management
• Risk Management
• Standards Focused
• Strong Problem Solving and Decision Making Attributes
• Standards and Regulatory Compliance
• Inventory Management
• Purchasing and Procurement
• Workforce Management
• Time Management
• Training Program Development and Delivery
• RFP and RFQ Development
• Program and Project Management
• Process Driven, Attention to Detail
• Diversity in the Workplace
• Cross - Functional Team Building
• Exceptional Organizational Skills
• Excellent Verbal and Written Communication Skills
• Operational Planning
• Customer Service and Satisfaction
• Develop Strong Vendor Relationships
• Subcontractor and Vendor Management and Contract Negotiation

TECHNICAL SKILLS:

• Microsoft Office Suite;
• Word
• Excel
• Access
• Project
• Visio
• Power Point
• Access
• Visual SourceSafe
• Wireless 802.11x
• Computer Room/Lab Design
• Safety Standards;
• OSHA
• HCS
• HAZMAT
• QMS/ Principals/Tools;
• ISO 9000
• Agile
• Lean
• Six Sigma Green Belt
• SDLC
• 5S
• Kaizen
• 8D
• Kanban
• Testing;
• Performance
• Load
• Regression
• Stress
• Interoperability
• Black Box
• Network Engineering
• Regulatory Compliance
• Additional Software Applications;
• Remedy
• Eventrak
• PeopleSoft
• Kronos
• Bugzilla
• Granite
• NetCool
• HP Open View
• HP Quality Center

PROFESSIONAL EXPERIENCE:

Director

Confidential, Herndon, VA

Responsibilities:

• Decreased customer dissatisfaction and service cancellations for customer premise equipment by 50% by creating the Cable Modem Technology Group responsible for testing DOCSIS cable modems and wireless gateways to establish firmware version control, vendor firmware management, and firmware testing against Cable Labs DOCSIS specifications and ATP’s resulting in customer retention and eliminating loss of revenue of $400K/year.
• Eliminated the need for CAPX funding for additional test engineers with a 15-20% increase in projects annually through the Process Improvement Process, analysis of metrics and KPI data from the project test results output through test plan/test case changes for manual and automation tools framework reducing test cycle time by an average 45% eliminating additional CAPX expenditures of $250K/year.
• Created a team within QA called the 'Cable Modem Technology Group' responsible for testing CPE hardware and firmware prior to approval and purchase by the Divisions which included the creation of the business plan for CAPX funding for headcount and hardware.
• Created test environments within QA to support the NOC, Operations, Customer Care, and Commercial Services in troubleshooting field related issues found in production through the trouble ticketing system.
• Build-Out of QA lab with the approved LEGACY STB’s, ADSG boxes, and cable cards in parallel to the software stack release from the Agile team validating interoperability of Video and DOCSIS in a ‘MOCK’ production network eliminating customer outages after upgrade.
• Validated and Amended when required all new product launch documentation prior to release.
• Continually, (Yearly), met or exceeded test cycle completion dates for the 'Plan of Record' projects which increased 5-10% per year in number of projects without any staff augmentation through the implementation of automation, the creation of Vendor Test Plan's, (VTP's), and ongoing continuous improvement to existing test plans through the development of metrics and analysis of KPI’s.
• Awarded Total Quality of Service award for the continual dedication and support to Customer Care, NOC, and Operations.

Associate Director

Confidential, Herndon, VA

Responsibilities:

• Saved $ 2M annually through analysis of hardware inventory and next day replacement, by reducing sparing pool inventory, used second day shipping in new Vendor Service/Maintenance Contract.
• Received $ 2K bonus for the restructuring of the Service and Maintenance Contract for the cost savings to the company.
• RF-HFC upgrades and migration from LEGACY to DOCSIS were completed on time per the project schedule and within each division’s budget.
• Migration from LEGACY to DOCSIS was completed with NO customer outages insuring Customer Satisfaction.
• Promoted to Director of Quality Assurance based upon a history of high productivity and performance.

Field Engineering Manager/Program Management

Confidential, Schaumburg, IL

Responsibilities:

• Developed a field service and support group for Motorola and managed this team consisting of fifteen field engineers and six project managers located throughout the United States including writing yearly performance reviews.
• Developed and managed annual budget of $2.5M.
• Accountable for the field service and support group responsible for all pre and post-sales support of the Motorola LEGACY data and voice products in both the US and Latin America including Sales Support for Demo’s for potential customer’s.
• Dispatched field engineers to customer sites to troubleshoot issues found with the data and voice products.
• Prepared and reviewed project schedules from the project management team for all pre and post system installations.
• Responsible for the coordination of all customer ‘User Acceptance Testing’ and ‘Customer Sign-Off’ in ‘System Integration and Test’ in Motorola manufacturing facilities worldwide.
• Conducted weekly ‘Bug Review’ customer calls to determine severity and fix prioritization.
• Developed project schedules for Major and Maintenance release software builds.
• Managed software development and test through code build and QA to meet the customer committed project milestones.
• Schedule software upgrades with customers during maintenance windows and dispatched the field engineers to the site(s).

Senior Field Service Manager

Confidential, Carol Stream, IL

Responsibilities:

• Managed a staff of seventeen field service engineers, three program and project managers including writing yearly performance reviews and merit increases.
• Budget authority and cost control of $ 3M to $ 10M/year.
• Budget management and cost control of each program or project which included; purchasing, procurement, invoicing and change orders.
• Provided leadership, team building, training to staff and contractors promoting Total Quality Management, (TQM), to ‘the team’ improving processes, products, services and craft best practices.
• Responsible for ‘Engineering/Furnish/Install’, ‘Cradle to Grave’ installation services for all aspects of the programs or projects from site development and build out of cellular backhaul for PCS of terrestrial microwave for the private and public sector.
• Dispatched the field service engineers to support installations and provide field support to trouble shoot issues via trouble ticketing system.
• Write RFP’s and RFQ’s, and award contracts to subcontractors.
• Develop ’Scope of Work’, (SOW), for all projects and negotiate vendor contracts for volume discounts.
• Create program schedules and review staffs project schedules for accuracy.
• Represent the company at zoning, planning, and public hearings including the negotiation of property leases.
• Attended site walks and site visits to insure CRAFT best practices were being followed.
• Validated via site audits that employees and subcontractors were following all governmental regulations in the jurisdiction where work was being performed for Safety, I.e. OSHA, HCS, and HAZMAT.
• Insure compliance to all FCC and FAA regulations.
• Created project ‘Punch Lists’ for the program and project managers during final walk thru and ‘Customer Sign-Off’ on project.

Director

Confidential, Downers Grove, IL

Responsibilities:

• Staff management of five microwave engineers and two CAD engineers.
• Manage to contract ‘Commonwealth Edison Electric Company’ replacement of eighty seven point to point and point to multi-point terrestrial microwave links from analog to digital for the monitoring of electrical substation telemetry systems for existing and new substations.
• Managed all ‘Engineering, Furnish and Install’, (EF&I) and ‘Architecture and Engineering’, (A&E), services for the company including attending any zoning, planning or public hearings and filing all required paperwork with the FCC and FAA including negotiating property leases for new sites with Commonwealth Edison Electric Companies approval.
• Purchasing authority of all required hardware per site; radios, antenna’s, waveguide, towers, shelters, diesel generators, UPS, ATS, Grounding and Lighting Systems.
• Insured staff and the subcontractor’s adherence to ‘Safety Standards’ and ‘Regulatory Jurisdictions’ were met.
• Created all ‘Request for Proposals’ (RFP’s), ‘Scopes of Work’, (SOW’s), subcontractor(s) selection and award including the development and management of detailed project schedules, costs, and timelines to strict adherence to the contract with associated penalty clauses.
• Provide final (CAD) ‘As-Builts’ at ’Customer Sign Off’.