SUMMARY:

• Project schedule definition, leading strategy and vision, project execution, team coordination, risk management, monitoring and control, reporting to stakeholders and customers, working with teams and customers locally spread in USA and around the globe.
• Proven for adeptness at team building and empowering employees, increasing commitment while spearheading launches of mobile devices, ensuring successful market penetration of products, improving market share and revenues and driving efficient contingency plans.
• Known for excellence in software programming, integration, testing, while establishing and opening future avenues with new procedures in certifications for market development. Multi - lingual, fluent in French, English, and Indonesian.

TECHNICAL SKILLS:

Operating Systems: Windows, Unix, Linux Ubuntu

Software / Languages: C, Perl, Awk, shell scripts, C++, C#, Java, Android, Python, Excel Macro VBA

Tools: MS Project, Microsoft Word Excel Powerpoint, Google Docs Sheets Drive

Products: Smartphones, TVs, Satellite-Cable-Streaming boxes.

Software Development: Android Studio, Source Insight, ClearDDTS, Bugzilla, Jira, CVI Measurement Studio

PROFESSIONAL EXPERIENCE:

Confidential, San Jose, CA

Forum Support Manager / Technical Marketing Engineer

Responsibilities:

• Supporting customer technical issues on Android TV and smartphones, communicating directly with customers via online forums, collecting logs, submitting Jira tickets for R&D consideration, providing customer and technical support to unblock customers and provide suggestions for their technical issues. Resulting in maturity improvements of 4 Android TVs and 2 Android smartphones which were launched successfully on US market.
• Managing training, transition and adoption project of new Customer Report web portal, both internally and with customer. As a result, all customer problem reports were submitted by customers and semi-automatically submitted to Jira for R&D, allowing to streamline support activity.
• Developing and maintaining Excel VBA macros and excel sheets for customer activity reporting, especially building Forum usage statistics, number of customer feedbacks, identification of most productive feedback customers, and building of Customer honor lists for both TV and smartphone customers. Allowing to facilitate Communication of daily and weekly statistics to management and multiple groups across the company.
• Chairing weekly meetings with stakeholders from Sales, Marketing, Product Management, Public Relations, Customer Service, R&D allowing to share news, customer issues and possible answers and solutions across the company.
• Building and Maintaining Knowledge Base to share templates for technical answers, resulting in better control of typical technical answers across the teams.
• Training peers in User Experience Center and Customer Service to use Knowledge Base and to share Customer issues, which resulted in spreading knowledge acquired by R&D team across Customer Service, Call Center and Social Care teams.
• CRM: worked with different proprietary web portals to manage Customer Relations, including Salesforce Forum trial.

Confidential, Santa Clara, CA

Customer Program Manager

Responsibilities:

• Led daily or weekly Project calls with cross functional and worldwide remote teams of HW and SW technical support engineers to drive critical bug to resolution, release content. Finding solutions to accelerate project execution, resulting in adoption by customers of new platforms and technologies under development, allowing to create and sustaining new business and sales opportunities.
• Organized calls and workshops between research and development teams with customers to define strategy and collect technical requirements and change requests, assess efforts and build schedules, allowing launch of new project opportunities.
• Communicated weekly project status, schedules, difficulties and risks via emails, slides, conference calls so that all teams from research and development up to product management, Program Management Office, key stakeholders, executives, keep in synch and coherent on strategy and ways forward.
• CRM: worked with Bugzilla and Jira to handle tickets posted by customers.

Confidential, Santa Clara, CA

Customer, Technical, Program and Operations Manager

Responsibilities:

• Maintained $50M in annual sales by leading major improvements and adapting 2G / 3G chipset platforms to Confidential network specificities and coordinating 70+ engineers locally and remotely.
• Improved market penetration by spearheading and launching over 65 mobile devices (Confidential ), coordinating and leading technical support engineer teams. Won dominant supplier position at Tier 1 mobile phone OEMs in US since 2008.
• Improved customer satisfaction by successfully introducing 7 different chipset platforms (GSM, GPRS, EDGE, WCDMA, GPS, Wifi, Bluetooth and Application Processors), implementing development and validation processes, setting up QA programs for local modem validation and improvements, driving faster cycle-times and market launches with pro-active improvement programs.
• CRM: worked with Clearddts to handle tickets posted by Customers.

Confidential

Software Support Engineer

Responsibilities:

• Improved services by introducing first Philips System Solutions in Samsung GPRS / EDGE mobile phones, establishing 10 years of continuous chipset platforms business with Samsung.
• Increased market share with Samsung Electronics by ramping up technical support level, by leading and assigning team of 5 Application Engineers, tracking default investigations and resolutions, expanding local technical support in Korea.
• Improved local customer service by training new hires on products, coordinating on-site support, technical coaching, and customer training, enhancing customer satisfaction and business return.
• Increased customer intimacy and company credibility by improving support reactivity and fixing customer bug reports, improving communication with customer and regularly providing on-site support for investigating issues locally, enhancing further customer support growth.