EXPERIENCE

1994-2011 Confidential

Sr. Director, Product Quality and Online
Responsible for strategic direction of content and online user experience as it relates to technical support assets. This includes KBs, Web sites and internal tools used in these efforts. Cross organizational work involving customer support teams, Product groups and Product marketing. Success is measured by customer feedback and cost.

Sr. Director of Developer Support Services
Senior manager for a support organization consisting of 450+ managers/technical engineers that provide support of developer technologies like Visual Studio, SQL Server and Windows APIs. I am directly responsible for a budget of ~ 75 Million annually. I have indirect responsibility for another 300 managers/technical engineers in India. The team increased customer satisfaction from low 60% to low 70% within a 6 month period.

Director of Global Escalations, Platforms CPR (Critical Problem Resolution)
Senior manager for a support organization consisting of 80+ managers/technical engineers that provide support for Windows and IE product. The organization was tier 3 level support. I was directly responsible for a budget of ~ 18 Million annually. A larger percentage of the issues are product bugs and our team worked closely with the Product group on hot fixes.

Group Manager, Windows & IE Technologies - Consumer/Premier/Professional
Senior manager for a support organization consisting of 100+ managers/technical engineers that provide support for Windows and IE product. The team increased results from low 60% to low 70% within an 18 month timeframe. The organization was tier 2 level support with tier 1 support handled by an outsource partner. I was directly responsible for a budget of ~ 18 Million annually. I also had virtual responsibility for the ~125 Million outsource budget.

Team Manager, Windows 9x & IE Technologies
Premier First line manager of a team of technical engineers that provided support for the Windows 9x & Internet Explorer for premier level customers. Responsible for monitoring call volumes, determining top technical issues to be escalated to Product group and keeping track of customer satisfaction issues. The team increased customer satisfaction from low 60% range to high 80% range within 1 year. I worked on several projects that crossed all technologies in the premier support organization such as increasing the use of our existing content system to drive higher customer satisfaction.

Architectural Engineer, Central Region Technology Team
I participated in a Pre & Post sales capacity to help the Central Region with complex sales engagements with a focused on Windows NT, SMS & network related technologies. Engagements normally were existing multimillion dollar contracts or potential win situations. I was also responsible for working directly with the Windows and SMS product group to represent the needs of the central region customer base on product enhancements.

Senior Consultant, Confidential
I worked in the North Central Minneapolis and South Central Dallas consulting practices. Designed and built several of the first SMS (Systems Management Server) implementations upon its release at 3M, Target, Erickson and USAA. During this time frame there was extensive product group interaction with input into product design and ultimately Tech Ed presentations as an expert on the topic after its release.

1979-1994 Confidential

Lead Architect, Client Server Services
Lead Designer for the corporate client server services infrastructure. Our system was based on Microsoft technologies, starting with LAN Manager and eventually migration to Windows NT upon its release. The system also supported several office automation applications such as Microsoft Office. Duties included architectural design, system rollout (along with tools needed) and system maintenance and problem resolution for each version we released.

Development Manager, Factory Tracking Systems
Development manager of a group responsible for building and maintaining factory tracking systems used in tracking the manufacture of microwave modules. The team consisted of 10 Software Design Engineers. The system was originally built with the following technologies: 3Com ether series NOS, the btrieve database and an internally developed UI written in C. Later we migrated technologies to Microsoft LAN Manager, SQL Server and an internally developed UI written in C.

Lead Engineer, Microware Test Systems
Lead software design engineer responsible for designing systems that tested microwave modules for government weapons systems. This role included taking specifications for tests, designing the proper test equipment hardware configuration for those tests and designing & writing the software to control the equipment performing the tests. The majority of equipment utilized as well as the operating systems and languages for the software were manufactured by Hewlett Packard.

Various other Programming and Microware Test System positions

Education

Bachelors of Mathematical Science, Major in Computer Science