Customer Service Manager

ERNEST M. GARCIA

**** ********** ***** ? San Jose, California 95125

408-***-**** ? ********@*******.***

PROGRAM MANAGER

Accomplished Program Manager and readiness expert with 16 years of

experience defining, planning, and managing complex product rollouts in the

global marketplace. Adept at leading cross-functional teams in designing

and implementing support strategies to enhance program and product

releases. Skilled in aligning technical resources and product designs with

business objectives. Recognized ability for inspiring change management in

collateral development, customer service, and problem resolution.

Program Management ? Product Launches ? Lifecycle Management ? Readiness

Planning ? Support Systems

Risk Assessment ? Cost Analysis ? Scheduling ? Project Documentation &

Communications

Engineering ? Process Improvements ? Negotiations ? Forecasting ? Quality

Management

Troubleshooting ? Problem Solving ? Customer Satisfaction ? Team Leadership

PROFESSIONAL EXPERIENCE

Red Oak Technologies at CISCO, San Jose, California ? 4/2010-11/2010

Acquisitions/Integrations Business Analyst/Process Manager

Program Lead in assessing the integration process and policies for new

acquisitions, e.g. Tidal, Starent,SA, Tandberg and Webex. Ensure the

integration operationalization has no impact for Cisco Services.

. Perform the analysis and impact assessment from opportunity Management

to invoicing (quote to cash)

. Drive meetings as required with SME's to complete the To Be process

flows

. Create the AS-is and To Be Service Sale Process flows

. Socialize to the Theaters To be Processes and obtain approval (if

applicable)

. Provide Operations summary per tollgate (e.g. BC,EC,OR/RR)

. Ensure integration adheres to Cisco Policies

. Create and drive the Business Requirements when applicable based on

assessment (systems, Tools)

. Support User Acceptance Testing

. Create and post all processes and documentation to the CA Services

Wiki site

VMWARE, Palo Alto, California ? 2006-2009

Senior Support Readiness Program Manager

Led Global Support Services in developing and deploying new desktop

products in conjunction with new product offerings for a suite of

virtualization software. Defined product lifecycles. Drove support

requirements e.g. PRD, BRD, FRD and collaborated with Global Support

Services to develop, document, and communicate support-readiness plans

(included training, lab equipment, IT, and partner readiness) for new

products, programs, services, and milestone exits. Forecasted and managed

service and support costs. Created tools and templates to improve service

effectiveness. Authored and updated product bulletins to disseminate

product information. Created and implemented release checklists and go/no-

go checklists to define project structure. Identified and resolved misfiled

service requests.

. Launched 8 products to market in 2 years, delivering all projects on

schedule.

. Reduced Customer Service inquiries 60% and saved as much as $300 per

service request by removing blanket support entitlement for end-users.

. Improved Customer Service and eliminated thousands of unanswered

service requests by closing a loophole in product-evaluation

entitlements.

. Spearheaded the initiative to update the e-services Web page for

desktop products, including customer e-mail notifications.

. Developed, executed, and administered support plans and processes to

cross-functional teams involved in creating, integrating, and

implementing for McDonald's a support program that generated $3.3

million for Global Support Services.

. Plan and execute User Acceptance testing (UAT) for new product and

program releases prior to General Availability.

. Develop and review QA test plans

. Participate in weekly Product bug review meeting

ERNEST M. GARCIA ? Page 2 ? ********@*******.***

SUN MICROSYSTEMS, Santa Clara, California ? 2000-2006

Senior Storage Service Program Manager

Led the Global Enterprise Services division to drive business needs for

storage-related programs, software product releases, and oversaw the

introduction of new products for Enterprise Services Americas. Directed

global service readiness through the complete product lifecycle and created

and implemented product support plans for each product release. Created,

updated, and maintained weekly project schedules. Guided project team to

meet timelines and resolved issues that would impede schedules. Established

product training plans. Analyzed cost vs. revenue to meet margins, and

aligned forecasts with budgets.

. Prepare weekly support status to cross functional team.

. Track Support deliverables per each phase of the PLC.

. Provide input to QA test plans, ensure support requirements (tool) are

in plan

. Participate or provide resources for Testing

. Create and implemented Support and Beta Plan

. Introduced RAS-based technologies to improve organizational efficiency

and enable new customer services.

. Developed and implemented the Call Flow & Escalation process to

expedite customer solutions.

. Elevated communication and promoted teamwork by establishing biweekly

Global NPI meetings.

SIEMENS BUSINESS COMMUNICATION SYSTEMS, Santa Clara, California ? 1995-2000

Service Product Planner

Represented Support Services for all CBX and phone-mail product releases.

Defined product service tools, inclusive of service requests,

prioritizations, and cost and savings analyses. Reviewed and approved

technical plans for product introductions, ensuring all service

requirements were considered in product designs. Collaborated with

Development team to consider optimum serviceability and maintainability in

new product designs. Defined installation and service plans and managed

installation and service cost estimates. Recommended hardware displacements

for local and regional supply-chain distribution centers. Oversaw

serviceability reviews to evaluate effectiveness of support plans, service

tools, and support documentation.

. Led Product Realization teams and sub-teams on multiple product and

program releases.

. Advised the Planning team from an Account Engineer perspective,

instituting changes from a field approach.

EDUCATION

Ohlone College

University of California-Santa Cruz Extension

Project Management Professional

Certifications

Certification on Seimens/Rolm CBX/voicemail equipment

ISO trained

QMS trained

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