Manager Service
Resume:
Eric K. Cheng Mountain View, CA
******@******.***.***
http://www.linkedin.com/in
/contactecheng
SUMMARY
. Solid experience providing Program Management and Product Marketing in
the consumer and mobile space with companies such as Funambol, Google,
Microsoft, and WebTV.
. Led local and international teams in various departments including
Program Management, QA, Operations, and Support (technical and call
center support).
. Experienced releasing software under different methodologies such as
Agile (SCRUM), compressed waterfall, and waterfall.
. Hands-on testing experience with devices such as: iPhone, Android,
RIM BlackBerry, WebOS, Symbian, and Windows Mobile.
. Great sense of humor and zeal for consumer and mobile technology.
EXPERIENCE
Program Manager - Funambol, Redwood City, CA 2007-
2010
. Managed the myFUNAMBOL beta portal from zero to over 200K users.
Operational responsibilities included release planning, deployment,
and site administration. Marketing responsibilities included creating
product strategy, launch plan, community communication, and
competitive analysis.
. Technical Partner Manager onboarding MetroPCS as Funambol's first
hosted customer. Created the project plan, schedule, and coordinated
the transition with MetroPCS Operations teams. Within 2 weeks,
MetroPCS was successfully transitioned and operational.
. Delivered business analysis reports based on usage patterns and user
statistics to executive management.
. Introduced deployment best-practices such as a staging environment,
smoke-tests after each delivery, and standardized deployment
schedules. In addition to writing the PRD, I also deployed the staging
environment with the Engineering team.
. Created specification and deployed portal support forums. Reduced
support ticket traffic by 80%. Tracked progress and made improvements
based on data from Google Analytics.
. Project owner and QA lead for Funambol's Mac OS Desktop Sync client.
Responsible for user story creation, test plans, and functional
testing.
Product Manager - Adify - San Bruno, CA 2007
Wrote PRD and overhauled the Billing and Payments process. This
included documenting existing processes and delivering features that
will provide consistency and predictability for publishers.
Managed Email Templates and Help features. Uploaded new content
and fixed bugs in Help for all supported languages and countries.
Software Test Engineer in AdWords - Google, Mountain View, CA
2006-2007
. Led QA efforts for testing AdWords Hosting and Templates. I provided
scoping of features, test schedule, and resources. The Hosting and
Templates trial showed an increase in the sign-up rate of AdWords
Starter Edition. This project was presented to the Google Board of
Directors.
. Increased automated approval rates from 30% to 75% by collaborating
with Engineering, Policy, and i18n teams to improve the automated Ads
Review system and ads reviewed in foreign languages.
. Managed offshore QA testing efforts for the Acceptance and Ads Review
features. Trained offshore team and provided continued support via
biweekly videoconferences.
. Created QA collateral: test plan, test cases, user scenarios, bug
progress charts, and bugs. Introduced and utilized Selenium for test
automation. Responsible for regression testing AdWords features such
as Ads Review, Hosting & Templates, Secure Cookies, Cross Campaign
Tools, and Traffic Estimator.
Microsoft - Mountain View, CA 1997-
2005
UI QA Team Lead
. Led MSN TV Service UI team of 8 people through multiple service
releases and associated patches. Organized test strategy and
coordinating with Dev and the release PM to ensure high quality in
short development cycles. Made trade-offs to achieve high quality and
still meet the schedule.
. Acted as technical partner manager to Knowledge Networks for the video
delivery and survey feature. This contributed to a $30M deal.
. Responsible for Communication Applications features consisting of
Email, Messenger, and Chat for both MSN TV and MSN TV2 client and
services. These were the most visible and highly-used features for the
MSN TV services. Other feature responsibilities included: Search,
Security, Installer, Monitoring, and Help. Annual contribution of
project to MSN was ~$24M.
. Collaborated with Dev and PM to design features for upcoming releases.
Created Test Design Specifications which include high-level feature
design, customer usage scenarios, test strategy, test outlines, and
test cases. Also responsible for leading bug triage and escalations.
. Nominated as Microsoft Mentor in 2001, 2002.
Operations Program Manager
. Prepared weekly and monthly reports to executive management,
illustrating trends in customer complaints, network service
performance, and phone database costs.
. Monitored network of over 600 production machines powering the MSN TV
service. Responsible for Tier-1 escalations, including troubleshooting
customer accounts, rebooting machines, and pushing out client and
service builds.
. Created and presented weekly reports for the Quality of Service
meeting, attended by Engineering, Operations, and Customer Support.
The reports tracked and quantified the impact of service degradation
to customers and call center.
Technical Support Lead
. Managed outsourcer relationship between Tier 1 and Tier 2 support
teams. Trained outsourcer for an upcoming service releases and client
upgrades. Documented features of upcoming service releases, providing
training on new tools, and critiquing trouble-shooting methods for
approximately 100 support agents.
. Designed and implemented a phone bill database to track charges
incurred by phone database errors and streamlined reimbursement
process.
. Accurately diagnosed and tracked persistent technical issues involving
connectivity of the WebTV set-top box product. Escalated all problems
in a well-documented and timely manner.
. Realized savings of $250K/year in customer long-distance charges by
created a phone database to track POP coverage.
. Developed a knowledge base of actions a support agent would need to
resolve a customer inquiry and to familiarize the outsourcer with
Internet and WebTV concepts.
SKILLS
Technology: Familiarity with SQL, Selenium test framework,
HTML, JavaScript, XML, Bugzilla, iWorks,
OmniGraffle, OmniPlanner, iGTD, Microsoft Office
Suite, Microsoft Project, SharePoint
Training: Google AdWords Certification training, Software
Development Life Cycle (SDLC), Microsoft Solution
Framework, MSN Security policies, Microsoft
Engineering Excellence for Testers, Testing
Applications on the Web, Microsoft Mentor,
Microsoft Interviewing and Hiring
Other activities and VLAB volunteer - 2010 Education panel committee,
skills: Sponsorship team
Mobile Monday
Computer lab volunteer at Springer Elementary
Cantonese (conversational)
Japanese (basic)
EDUCATION
Carnegie Mellon University - B.S. Social & Decision Sciences, Business
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