Engineer Management

ALEX J. BRIONES

**** ***** ***** ***** ( Pleasanton, California 94588

925-***-**** ( ************@*****.***

PROJECT & SOFTWARE SUPPORT MANAGEMENT

Accomplished technology support and customer service management

professional combines MBA with solid experience directing cross-functional

project teams. Proven history providing world-class technical/software

support to global corporate clients. Excellent communication, training, and

problem-solving skills; can convey complex technical concepts to users and

colleagues of all levels. Adept at leading multiple concurrent projects and

defining service and support practices. Fluent in Spanish with intermediate

communication skills in French, Italian and Portuguese.

Lifecycle Project Management ( Project Planning ( Team Building &

Leadership ( Resource Management

Support Center Design & Implementation ( Business Analysis ( Change

Management ( Technology Initiatives

Process Improvement & Controls ( Problem Tracking & Resolution ( Defect

Management ( Budgeting

PROFESSIONAL EXPERIENCE

INTERMEX EXPRESS SERVICES, Pleasanton, California ( 2005-Present

Niche provider of commercial dry cleaning services.

President/Business Principal

Led all aspects of business launch and development. Devised and executed

operations, financial, technology, sales, and service strategies.

Established and cultivated client and partner relationships. Recruited,

hired, and trained 8 team members. Analyzed operations and activities to

ensure high-quality service delivery.

. Captured more than 25% annual increase in business to acquire more than

120 corporate accounts.

. Directed planning and deployment of cutting-edge customer management and

service tracking platform that improved service quality and fulfillment

while streamlining operations for $10K in annual savings.

. Implemented Web-based payment applications to slash payment processing

fees.

H&R BLOCK, Walnut Creek, California ( 2002-2004

Leading provider of tax preparation services across Canada, Australia, the

U.K., and the U.S.

Assistant Director

Directed 280-person team across 17 office locations. Led associate training

and mentoring. Oversaw project planning and management. Defined performance

standards and implemented dashboards. Managed project and operating

budgets. Coordinated risk management and crisis response to ensure customer

satisfaction.

. Orchestrated office and technology infrastructure setup at 17 office

locations in just 4-months to eclipse corporate objectives by 15%.

. Planned and managed software and application upgrades for tax,

administrative, and business systems.

TIMES TEN PERFORMANCE SOFTWARE CORP., Mountain View, California ( 1999-2002

Start-up provider of In Memory Relational Database Management solutions.

Senior Support Engineer

Oversaw all facets of software support and technical escalation management

with team of 3 in global, 24x7 environment. Defined technical support and

escalation service procedures and client interaction best practices.

Directed account management activities, identifying high-profile customer

needs and implementing performance metrics to improve service delivery.

Coordinated issue tracking, incident logging, and resolution review.

ALEX J. BRIONES

Page Two 925-***-**** ( ************@*****.***

. Spearheaded planning and launch of 24x7 Premium Response Program and

call center operation with customized CRM platform for expedited service

and support for 130 global accounts, generating incremental revenue and

providing top-tier support.

. Strengthened policies, instituted performance indicators, and led

training programs that resulted in 100% customer satisfaction rating.

. Established self-service website to allow customers to log/track

incidents and review knowledge base and technical white papers,

eliminating $20K in annual labor costs.

KLA-TENCOR CORPORATION, San Jose, California ( 1994-1999

Global leading supplier of process control and yield management solutions

for semiconductor clientele.

Worldwide Software Technical Support Manager

Led 8-person team of engineers in support of all global installation,

operation, and service activities for high-profile Quest and Klarity

semiconductor software solutions. Traveled worldwide to guide cross-

functional teams in customer engagement initiatives, including requirements

gathering/analysis, quality assurance, defect resolution, and satisfaction

delivery. Oversaw issue escalation and remediation. Prepared and presented

project status and product improvement reports to executives, clients, and

key stakeholders. Defined and implemented quality processes and procedures.

Developed project plans complete with scope, milestones, deliverables, and

Work Breakdown Structures (WBSs). Managed $1M department budget.

. Fostered 3-fold growth to achieve 30 worldwide sites, contributing $3M

in annual incremental revenue.

. Coordinated support activities for Klarity product release, achieving

all quality and on-time deliverables.

. Structured innovative performance dashboards that helped streamline

product lifecycle and improved customer satisfaction and retention.

Additional experience includes roles as Technical Support Engineer &

Escalation Support Engineer with Ingres Corporation and as Test Engineer

with Contect Electronics.

EDUCATION/CREDENTIALS

Master of Business Administration in Information Technology Management

University of Phoenix

Bachelor of Science in Electrical Engineering/Systems

Texas A&M University

Project Management Professional (PMP) Certification Candidate (Expected

December 2010)

Master Project Management Certificate Candidate ~ Stanford University

(Expected 2012)

Affiliations: Project Management Institute (PMI) ~ Toastmasters

International ~ IEEE

SELECTED Technical Proficiencies

Platforms: Microsoft Windows, UNIX, Linux, LynxOS

Programming: C/C++, SQL, XML, HTML, JDBC, ODBC

RDBMS: SQL Server, Oracle, Ingres, TimesTen IMDB

Applications: Microsoft Project, Visio, Microsoft Office Suite

Tools: Xrunner, QuickBooks, Customer Relationship Management

(CRM) Solutions

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