Customer Service Six Sigma

Navneet Pannu

Phone: 510-***-**** email: **********@*******.***

Dynamic Senior Program Manager who utilizes leadership, creativity and

teamwork to create and implement process to maximize core company values.

Effective communicator with ability to release products with PLC

methodology.

Skills:

Release New Product (HW/SW) in compliance with PLC methodology managing

cross functional teams consisting of Marketing,Finance, Engineering,

Testing, Operations and Customer Support in hi tech computer and

telecommunications industry.

Create schedule, milestones and budget.

Report weekly/monthly progress to executive management. Executive

presentations.

Track and priortize defects and bugs and maintain dashboard.

Lead and Mentor support organization and develop positive business

relations.

Manage planning and execution of New Product development.

Qualify Enterprise Storage systems for ROHS compliant according to RoHS

directive 2002/95/EC.

Deploy and build systems in data centers as a part of multi cluster Front-

End upgrade in datacenters.

Monitor domestic and international third party products/services and

partner progress for dependency on internal programs.

Audit area reps for quality performance to comply with ISO 9001 standards.

Apply Change Control Request and track closures.

Tools and techniques:PLC, SDLC, ISO9002, Lean/Six Sigma, TQM,

SPC/Pareto/Fishbone, Release Management, RDBMS (Oracle, MySQL), Brio,

Agile, SCRUM, web creation, web applications, Unix/Windows, SAN/NAS,

Lotus Notes, MS Office, StarOffice, OpenOffice, Visio, MS Project, MS UTS,

MS Communicator, SharePoint, Netmeeting, GotoMeeting, Cisco MeetingPlace,

Collabnet, Bugzilla/Bugtraq, SOW

Accomplishments

Lead cross functional teams to develop and implement process to reduce test

cycle time resulting in 40% reduction in time to customer. A 40% manhour

cost reduction.

Lead process improvement team that reduced failure 100% for 16 consecutive

weeks with gap analysis, process creation, coaching and implentation.

Customer staisfaction and reduced customer support manhours/cost.

Negotiate the frequency of evaluation license renewal resulting in monthly

renewal instead of 60-day renewal cycle. Monthly renewal cycle led to 90%

reduction in customer service requests.

Initiate and establish process to handle patch process and implemented

resulting in 80% customer complains and technical staff's time.

Companies

Upland Merchandising - Mar 2009 - Present

Sun Microsystems Inc.- Nov 2008- Mar 2009, Sep 2005 - Apr 2006, Feb 1989 -

Jul 2002

Occam Networks Inc. - Jun 2007 - Sep2008

Microsoft, Inc. - May 2006 - Jan 2007

Novell, Inc. - Nov 2004 - Jun 2005

Gaagar - Jan 2003 - Aug 2004

Education, Certifications and Training

. Bachelor of Arts Degree, Punjabi University, India

. Diploma in Electronics and Communications Engineering, GPW India

. Managing Projects at Sun

. Project Fundamentals

. Statistic Process Control (SPC) for Managers

. Six Sigma

. ISO9001

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