Manager Customer Service

SUMMARY OF SKILLS

A seasoned Information Technology (IT) leader, with a passion for

delivering solutions that exceed customers' expectations. Brings to the

table a unique view, based on broad industry experience and a strong

understanding of all areas of IT. Always balances innovation with practical

business concerns.

Understands how to apply systems technology to increase business

competitiveness and profitability. Uses outstanding written and oral

communications effectively convey complex issues and concepts to a variety

of audiences.

Adept at working in a matrix organization, and strives to build consensus

and communicate openly. Committed to technical excellence, achievement of

goals, a strong work ethic, and respect for others.

EDUCATION

UNIVERSITY OF CALIFORNIA, IRVINE, CA: Master of Business Administration;

Dean's List

CALIFORNIA INSTITUTE OF TECHNOLOGY, PASADENA, CA: BS, Chemical Engineering

WORK HISTORY

Senior Manager of Design Systems, CALLAWAY GOLF, CARLSBAD, CA (1998 -

PRESENT):

Leading a four-person team of senior IT staff that provides systems support

to the R&D department. The group's mission: facilitate innovation and new

product development with systems that are state-of-the-art, yet cost-

effective and consistent with corporate guidelines.

RESPONSIBILITIES:

. LEAD COOPERATIVE EFFORTS to define & document functional requirements.

. DRIVE SOLUTION IMPLEMENTATION. Includes business analysis (business

process improvement; build vs. buy and Total Cost of Ownership analysis;

organizational impact assessments) and project management (manage,

provide or provision design/code/install/configure/deploy services).

. RUN AND MAINTAIN if required.

APPLICATION PORTFOLIO:

. SIEMENS TEAMCENTER ENGINEERING (product data management). The cornerstone

of Callaway Golf's Computer-Aided Design process, it has increased design

throughput by 33%. Responsible for installation, configuration, and

deployment.

. COLLABORATION WEBSITES using SIEMENS TEAMCENTER COMMUNITY, Microsoft

OFFICE SHAREPOINT SERVER 2007, TELLIGENT COMMUNITY SERVER. Responsible

for installation, configuration, and deployment.

. MICROSOFT WINDOWS COMPUTE CLUSTER SERVER 2003. The cluster has increased

the speed of engineering analyses by 400+%. As part of the business case

for this technology, developed a Total Cost of Ownership (TCO) model

later referenced in Hewlett-Packard and Microsoft case studies.

Responsible for installation, configuration, and deployment.

. CUSTOM IN-HOUSE SOFTWARE. Proprietary golf simulation, analysis and

product development workflow software written using Microsoft .NET

development tools (C#, ASP .NET, Sharepoint services, Microsoft SQL

Server) and K2 Workflow Manager.

... ALSO SERVED AS: Manager of Network Services. Managed the local- and

wide-area networks, the Windows and Novell server farms, network security,

and internet / web hosting services. Five international offices, 700 users,

7x24x365 coverage.

... ALSO SERVED AS: Principal System Analyst. Managed the upgrade of

international network infrastructure in support of global SAP deployment.

Directed the activities of subsidiaries and vendors in Japan, UK, Canada

and Korea, successfully updating network equipment worldwide, and

implementing robust global data communications.

MANAGER OF INFORMATION TECHNOLOGY, INVENTIVE TECHNOLOGIES, VISTA, CA (1997

- 1998): Now a part of Philips Respironics, InVentive Technologies was a

medical device startup developing a ground-breaking sub-acute ventilator.

In addition to running IT, also designed and implemented an automated test

system for the product user interface.

Vice-president of Information TECHNOLOGY, HEALTH EXAMINETICS, INC., RANCHO

BERNARDO, CA (1995-1997): HEI provided mobile occupational health testing

services to major US corporations.

. Defined a new systems architecture and technology strategy for replacing

outdated home office and mobile health testing systems. Implemented

software development standards and controls.

. Instituted operational standards and procedures that sped up workflow,

improved customer service, and allowed the company to offer new products

and services.

MANAGER OF INFORMATION TECHNOLOGY, PURITAN-BENNETT, CARLSBAD, CA (1991-

1995): Now part of Covidien, P-B is a medical device manufacturer.

Responsible for western US offices, 500+ users.

. Reduced IT headcount by 30% while increasing customer satisfaction.

Developed simple but unconventional methods for managing Help Desk and PC

support calls. Outsourced non-value-added services. Merged IT operations

of two divisions to reduce headcount and simplify operations.

. Assigned by Senior Management to assess software engineering efforts on

the 840 Ventilator project. Later assigned to act as Software Engineering

Manager, leading a team of 25 developers.

Manager of Systems Architecture, FLUOR DANIEL, IRVINE, CA (1980-1988, 1990-

1991): also Systems Analyst III, II; Computer Systems Manager with Daniel

Intl, Saudi Arabia, Ltd.

. Defined the corporate client-server architecture standard for

applications running Oracle in a mixed Windows/Novell Netware/Unix

environment.

. Studied the TCO of centralized versus decentralized computer systems. The

results were used to guide IT architecture decisions, client chargeback

strategies, and global capacity planning.

VICE-PRESIDENT OF INFORMATION TECHNOLOGY, LSI FINANCIAL GROUP, IRVINE, CA

(1988-1990): LSI provided financial services for securities backed by auto

lease/loan debt instruments.

. Managed the rewrite of critical operations and portfolio management

systems. Worked closely with users and clients to define improved

processes and requirements.

. Achieved 3rd party IT audit certification by developing and instituting

major changes in IT procedures and controls, including an IT disaster

recovery plan.

OTHER PROFESSIONAL ENGAGEMENTS

UNIVERSITY OF CALIFORNIA, IRVINE, CA (1993, WINTER-SPRING QUARTERS):

ADJUNCT PROFESSOR.

Paul Merage Graduate School of Business. Taught "Computer Networking for

Management".

PUBLICATIONS & PRESENTATIONS

"Switch from Linux to Windows Increases Values of HPC for Golf Equipment

Manufacturer" - 2008 Microsoft Case Study

"Callaway Golf Drives Long with High Performance Computing" - 2008 Hewlett-

Packard Case Study

"Outside-In Teamcenter Community" - 2007 PLM World conference presentation

"Implementing Teamcenter Community-Lessons Learned" - 2004 PLM World

conference presentation

ADDITIONAL TRAINING

. Six Sigma Greenbelt training classes & Malcom Baldridge Quality System

classes

. Software quality processes

. Microsoft Solutions Framework

TECHNICAL SKILLS / KNOWLEDGE

APPLICATIONS:

. Siemens Teamcenter Engineering and Teamcenter Community

. Microsoft Project 2003, Visio 2003, Office 2003 & 2010 (Powerpoint,

Excel, Outlook, Word)

SOFTWARE & CONTENT DEVELOPMENT:

. ASP.Net, VB.Net, ADO.Net, C#, HTML 4, CSS2, Javascript, PHP

. Microsoft Visual Studio 2005, Expression Web, Team Foundation Server

. Adobe Dreamweaver, Fireworks, Illustrator; Sony Vegas Pro, Sound Forge

PLATFORMS, OPERATING SYSTEMS, NETWORKS:

. Microsoft Office Sharepoint Server 2007, SQL Server 2005

. Windows XP, Vista, 7, Windows Server 2003, Debian GNU/Linux, MacOS 10.6

. Windows Networking with Active Directory, TCP/IP networking

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