Manager Quality Assurance

Pak L. Mark

** ***** ****, ***** ******, NY *****, 917-***-****, *******@*****.***

Summary

Senior Technology Executive offering 10 years of proven track record in

delivering client solutions that achieved high customer satisfaction and

boosted bottom-line business results. A Leader with ability to build and

lead extraordinary teams that delivered exceptional results. A manager

with strong operations skills that led to results in operational

efficiencies, productivity, and leveraging offshore development resources.

A technology strategist adept at innovating solutions that offer

differentiating client value and building technology architecture that

supports business strategy.

Competencies

Global Solution Integration and Implementation ( Operational management (

Product Research and Development ( Software Development Life Cycle ( Custom

Project Engagement Life Cycle ( Project Management ( Client and Partner

Relationship Management ( Quality Assurance ( Problem and Change Management

Professional Experience

COMVERSE TECHNOLOGY - New York, NY 2000 to 2009

AVP Operations - 2002 to 2009

Manage a staff of 60 people including R&D, project services, deployment,

quality assurance, and support teams. Direct day to day operation and

resource allocation and set technical and product strategies. Manage core

platform development, delivery of customized telecom network solutions, and

provide presale support. Accountable for revenue, cost objectives, and

customer satisfaction.

. Delivered over $100 Million of professional services and custom

telecommunications solution to global Tier 1 mobile operators.

. Established an operations team in a new business unit with a mission to

penetrate the new packet based solutions market.

. Managed offshore development resources in Jordan, Malaysia, Mexico,

Argentina, and China. Capitalize on the geographic locations to provide

worldwide maintenance coverage and non-core software development.

Achieved 60% development cost reduction while maintaining high level of

customer satisfaction worldwide.

. Oversaw the development of Advanced Intelligent Network architecture

solutions and in-network solutions that enable routing, hunting,

filtering, and in-call features like conferencing, speech and text

recognition, video, and media and data manipulations. Solutions

developed are currently deployed and in production in over 40 telecom

operators globally.

. Delivered custom solutions with the lowest defects against industry

benchmarks. Achieve high customer satisfaction with zero critical

defects outstanding. Managed internal and external vendors to

consistently meet client expectations and achieved delivery milestones.

. Directed technical support for pre-sales activities and support

assessment for RFPs including technical feasibility, development

schedule, project costs, profit margin, strategic value, and alignment to

product direction.

. Made internal development vs. external sourcing decisions on all product

development that led to optimal balance between time to market, costs and

quality. Manage and anticipated changes from partner, vendor, and

government to ensure availability of solutions to address customer needs

and optimized development and hardware COGS.

DIRECTOR, PROJECT SERVICES - 1999 to 2002

Services deliveries that included solution integration, client

implementation, project management, and pre-sales technical support. Grew

install base from zero to over 10 clients globally, $20M revenue in 2

years. Met all custom engagement milestones and achieved a high level of

customer satisfaction. Directed a staff of 25 including project managers,

development managers, and software developers and managed a budget of $5M.

. Implemented a repeatable client engagement process to collect

requirements, define project scope, estimate costs and pricing, develop

and deliver solutions that resulted in meeting client expectations and

project milestones consistently.

. Led pre-sales technical support that effectively closed deals and

generated an average $1M per client engagement.

. Directed phased project reviews, managed client expectations and provided

post-sales technical support for clients. Achieved high customer

satisfaction.

. Led technology evaluation to select strategic technology partners for

producing integrated solutions.

AMAREX TECHNOLOGY - New York, New York 1997 to 1999

PROGRAM MANAGER - 1997 to 1999

Led project management for solution delivery and client engagement.

Managed a matrix team of 2 project managers and 6 developers.

. Managed the largest project in the company history, a multi-year $5M

solution for British Telecom. Partnered with Digital Equipment Corp. to

produce end-to-end solution. Successfully completed the project on time

and within budget. This success led to MCI/Worldcom selecting Amarex as

the vendor of choice for producing a worldwide voice response development

platform.

. Program managed the development of the software solution, delivery and

integration with DEC system platform for MCI/Worldcom. This was the

largest interactive voice response system worldwide. Generated $8M

revenue. The success of this project led to the acquisition of Amarex by

Comverse.

IBM CORPORATION, Software Division - Somers, New York 1994 to 1997

SOLUTION EXECUTIVE - 1994 to 1996

Brand manager for the OpenDoc product offering - a set of development tools

and support services to enable partners and customers to develop

application and business functions based on Object Management Group's CORBA

standard. This is a part of the overall IBM software strategy to compete

with Microsoft's advance into the enterprise computing from the personal

computing foundation.

Was the first to employ the nascent World Wide Web as a communication tool.

Developed the first few website within IBM and achieved the 2nd most

visited rate in the IBM software web domain. Organized and executed large

PR and promotional event including news conferences and trade shows.

Developed concise and compelling key messages and coordinated internal and

external influential spoke-people for delivery. Developed and executed

developer partner programs to increase the end user functionality in the

OpenDoc domain. Coordinate and aligned communication and marketing

activities with the IBM Corporation and the software division.

IBM CORPORATION, Research and Development Laboratory

MARKET DEVELOPMENT MANAGER - 1992 to 1994

Joined the company to bridge the communication chasm between research and

mainstream markets. Responsible the bringing research on identification

based on biometrics to mainstream markets. Developed the marketing

strategy to introduce IBM pen technology as the leading-edge emerging

technology. Conducted market segmentation analysis and identified target

customer profiles and requirements. Based on these efforts, developed the

market entry plan to pursue the credit card markets. Led the marketing and

communication effort by participating and demonstrating the pen technology

at various executive conferences and trade shows.

Additional Experience

New York Hospital: Project Manager for data center migration. Led the

planning and execution of the data center migration and system software

upgrade projects. The projects were completed successfully with no loss of

computing service to the hospital. Other responsibilities include

establishment of quality assurance processes and service availability to

support a 7x24 operation.

City of New York: A technical consulting assignment to consolidate the data

communications network for all data centers of New York City municipal

departments to achieve multi-million dollars saving in network operating

cost.

Security Settlements Corporation: Data processing manager, Responsible for

both personnel management and technical operations management. Charged

with the responsibility to reduce operation budget. Evaluated various

large system alternatives and prepared recommendations to senior

management.

Morgan Guarantee Trust: Information Management training program.

Technology background

Technologies: OOD, Voice Recognition, Text to Speech, Advanced Intelligent

Networks, VOIP, IMS, Computer architecture, TDM central office switching

network, SS7, ISDN, IVR, IPTV

Development Language: PL/1, COBOL, Java, IBM assembler, Basic, XML, VXML

Operating Systems: MVS, VM, VMS, Linux, Unix, Windows NT/2k

Hardware platforms: IBM 370, 3090, ES2000, AIX, DEC Alpha, Data General,

Intel, Natural Micro system DSP base voice board, Intel DSP based voice

board, Intel DPM II, Langley

Databases: CICS/DB2, SQL Server, Oracle, MS Access

Education

Executive Certificate, Strategy and Innovation

Massachusetts Institute of Technology - In progress

Master of Science, Telecommunication and Information Management

Polytechnic University - New York, New York

Master of Business Adminstration, Finance

Baruch College - New York, New York

Bachelor of Science, Computer Science

Boston University - Boston, Massachusetts

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