Quality Assurance Customer Service
Resume:
DALE A. FROHOCK
Phone 832-***-****
Richmond, TX 77406
email ****@*******.****
VICE PRESIDENT - SOFTWARE DEVELOPMENT
Key technology leader with the ability to set and achieve a winning
business plan while demonstrating exceptional flexibility in adapting to
changing environments. Performance driven technical executive with
extensive experience in software development and information technology in
both small business and major corporate environments. Strong leader with
reputation for recruiting, training and motivating top engineering talent,
instilling pride and passion throughout the organization, and achieving
outstanding results.
Management Strengths: Internet Technologies, Systems Development Life
Cycle (SDLC), Quality Assurance, Disaster Recovery, Six Sigma, Strategic
Thinking/Planning, Turnaround Management, Venture Capitol (VC), Initial
Public Offering (IPO), Growth Management, Offshore Project Experience,
Business Technology Expert, Communications, Team Building.
Technical Strengths: Agile Development, Open Source tools, SOA, SAAS,
.Net, SQL, Java, HTML, XML, Ajax, PHIGS, GKS, Unit Test, Data
Communications, Networking, Windows, OS X, Unix, Ruby, Rails, C#, Objective
C.
PROFESSIONAL EXPERIENCE
ICON Clinical Research, Sugar Land, Texas
2009 - Present
ICON Clinical Research is a leader in the area of medical clinical trials.
Vice President, Technical Services
Streamlined the product delivery organization by effective budgeting and
increased efficiency which insured the correct resources were applied to
the market needs.
Established a new web based configurable system which reduces the delivery
time for a new clinical study from approximately 12 weeks to under 2 weeks,
an industry first.
Managed a product steering committee which includes meeting the needs of
several key components such as market position, pricing and product
fitness.
Integrated the Agile development methodology including a dashboard for
monitoring the continuous integration of new functionality.
MERRICK SYSTEMS, Houston, Texas
2007 - 2009
Merrick Systems is a petroleum industry technology company.
Vice President, Development and IT
Transformed the Development and IT teams by introducing the Agile model for
product design and creation. Responsible for all aspects of Software
Development, Quality Assurance, and Information Technology.
Introduced the Agile development methodology which produced a significant
increase in quality of all products and a more predictable product delivery
schedule.
Introduced open source tools including Ant and Fitnesse, to manage the
build and test environment enabling a significant increase in the
predictability of product quality.
Converted the server environment through virtualization from forty-five
servers to seven.
Managed and increased reliability among all internal IT infrastructure
including VOIP, Database Infrastructure, email, and CRM.
BRIDGEWAY SOFTWARE INC., Houston, Texas
1999 - 2007
Bridgeway Software is an industry leading legal software company.
Chief Operating Officer, Law Manager Division (2006 - 2007)
Spearheaded the successful acquisition and merger of a competing software
company. Responsible for all aspects of the company including Information
Technology, Product Development, Consulting Services, Customer Service,
Accounting, and Sales.
Created and implemented a business strategy taking the company from $3
million per year in losses to $1 million in profits in less than one year
(exceeding expectations for a break even first year).
Increased in productivity from 27% to over 80% in less than 6 months while
increasing the employee retention rate by 75%.
Designed and implemented a plan to merge the acquired company into the
parent company thereby optimizing the economies of the larger combined
resources. This included joint development, support, and sales strategies.
Executive Vice President, Solution Service Division (2005 - 2007)
Promoted to Executive Vice President and created a division that led to the
complete restructuring of the company from selling software to selling
outcomes. Responsible for all customer relationships including Consulting
Services, Customer Relations, and Customer Service.
Designed a support process that resulted in significantly improved customer
response and resolution of issues and a 17% increase in customer
satisfaction in less than one year.
Increased billable revenue for the consulting team from 70% to 84% while
significantly increasing job satisfaction of the entire team.
Vice President, Development (1999-2005)
Responsible for the leadership and management of the entire development
function which included all products throughout their lifecycle, from
strategic definition to end-of-life planning.
Created and implemented a highly successful strategy for transitioning all
company software to internet based products which more than doubled the
company's revenues and reduced support costs by 40%.
Provided the technical perspective for executives of sales, marketing and
operations in meeting the company's revenue and profitability objectives.
PROBUSINESS INC., Pleasanton, California
1997 - 1999
ProBusiness was a payroll and human resources software company which was
acquired by ADP.
Director, Engineering and Technical Services
Responsible for developing and directing the entire engineering function of
a start-up software company. Director of five key organizations including
Product Development, Internal Productivity Tools, Quality Assurance,
Documentation, and Technical Support.
Developed a full product strategy including client/server and internet
technologies which resulted in a 200% increase in market share which
positioned the company for a successful initial public offering.
Responsible for the full life cycle of software development including
requirements definition, analysis and design, development and internal
testing, alpha and beta testing, roll-out, and production support.
Responsible for updating development platforms, product architectures and
internal support systems to SQL, Visual Basic, JavaScript and HTML.
SYBASE INC., Emeryville, California
1992 - 1996
Sybase was the fastest Relational Database in the industry.
Director, Data Server Engineering
Director of organization responsible for full product ownership of SQL
server point releases including product development, testing, maintenance,
project management, and budgeting.
Directed a team of over 100 managers and engineers located in China,
England, and France. Created a plan for the offshore engineering
organization which included defining the organizational structure,
communications and goals.
Designed and created a program to facilitate the movement of several Wall
Street customers to the current version of the SQL server which resulted in
over $50 million of new revenue to the company.
Increased employee productivity by over 100% while increasing employee
satisfaction through the introduction of new processes, self managed teams,
and empowerment of the entire team.
Created and managed a budget of over $20 million.
SUN MICROSYSTEMS INC., Mountain View, California
1986 -1992
Sun Microsystems set the standard for high performance computer
workstations and servers.
Senior Manager, Windows, Graphics and Unix Support Groups (1989 - 1992)
Managed the technical support organization which provided support for Sun's
windowing systems and graphics libraries.
Responsible for all customer issues from UNIX systems administration to
creating device drivers for customer specialized hardware.
Improved customer response time by eliminating a backlog of over 1,000
customer problem reports from six days to one hour while reducing problem
resolution time from three weeks to four days.
Graphics Product Manager (1988 -1989)
Responsible for the representation of customer and support issues on
product teams that introduced new graphics products into the market.
Managed the entire beta testing process of new products which included the
selection of test sites, driving the results back to the appropriate
organizations, and resolving all issues discovered during the test period.
Software Support Engineer (SQA) (1986 - 1988)
Responsible for quality assurance test writing and test running for the
SunLink family of products and project management for the testing of all of
Sun's software products.
Created test plans and automated test cases for all data communications,
networking and DOS related products.
EDUCATION
Business Administration, San Jose State University
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