Engineer Manager
Resume:
Tak Yamada
www.linkedin.com/in/takyamada
Education Marriott School of Management-BYU, Provo, Utah (2009)
MBA (Finance), Beta Gamma Sigma Honor Society
Brigham Young University, Provo, Utah (1997)
Mechanical Engineering (BSME), Minor in Mathematics &
Japanese
Work Experience
01/10~present Business Operations Program Manager, Omniture Inc. an Adobe
Company
Led software selection and implementation of PSA solution
for 300+ consulting organization
Identified and planned improvements in key business
processes for consulting services, as part of change
management process
10/07~12/09 Client Services Business Operations Manager, Omniture Inc. an
Adobe Company, Utah
Provided ad hoc reports for critical business operations
support
Improved client services customer retention/customer
stratification activity management by deploying
Salesforce.com and other BI tools/reports managing 200MM+
contract value
Improvement of visibility and reporting of key performance
indicators with development of business intelligence
dashboards (from ground up) and reports for account
management, consulting, and support services
Reduction of $5M in AR via electronic statements to
customers and internal stakeholders
Reduction of 40% of consultant non-billable work by
deploying processes and tools for language specific support
to Japan
50% efficiency gain of internal escalation process for
highest priority issues
Improvement in management of consulting engagements in APAC
from deployment of project management software
Management of localization projects(documentation, product
interface) for 2 new product rollouts into 7 languages in
APAC and EMEA
03/05~10/07 Global Services Operations Manager, Linux Networx, Utah
Managed successfully under budget and onsite 30
installation projects for linux systems ranging from 100k
to 1M
Created professional Services engagement proposals,
including pricing (using activity based costing model),
resourcing, and delivery management
Implemented new online project management software
dotproject for field engagements for better communication
and project management for use by 40 people
Defined lean inter-departmental processes for installation
and support services, engineering escalation, and trained
personnel
Managed daily and strategic operations of 3 groups--
technical support, field service, and hardware repair
Engineers for company product(Linux-based High Performance Computers)
Managed new professional services engagements and tripled
revenue from annual 50K to 150K in 3 quarters
Designed Services offerings, policies, based on
competitive analysis
Performed Escalation management of customer issues
Conducted training for Engineers in OS, Software, HW and
recruited new hires for team
1/04~8/04 Service Center Manager Capgemini Japan SAP Outsourcing
Services, Tokyo
Managed group of 30 SAP consultants in daily operations to
meet contract support levels (including all modules)
Managed the infrastructure (HW/SW) and support processes
of the center to maximize efficiency
Implemented a new CRM solution (Siebel) for service center
to manage service requests
Managed the capital and resource budget for the
organization to meet financial goals
Managed projects done in OS department to ensure timely
and quality service delivery
Developed service processes (new clients), improved
existing processes to meet business changes
Coordinated with regional/global support teams for
implementation of global best practices
Prepared weekly and monthly service level reports to
clients
Participated in pre-sales meetings with clients for
outsourcing services
4/01~12/03 Group Leader/ Senior Technical Support Engineer Technical
Support, PTC Japan
Managed a group of six multilingual Technical Support
Engineers supporting Asia Pacific
Coordinated escalations of issues (presales and post-
sales) to management and US/Europe offices
Train/Recruited new engineers in technical skills and
operational processes
Performed ISO9000 internal audits as certified auditor
Provided pre-sales technical design feedback to ensure
excellent software performance
Provided first customer contact support and second level
support for software products (ProductView Visualization,
Pro/INTRALINK, Pro/Engineer, Windchill)
8/99~3/01 Applications Software Engineer, National Instruments, Austin,
TX
Troubleshot application-specific customer problems in
measurement/automation SW/HW (installation, configuration,
customization, coding)
Taught over 40 customer software classes in TestStand,
Labview, LabWindows/CVI, Data Acquisition
Developed training courses, created application software,
generated software engineering corrective action requests,
wrote support and concept material on how to use the
software
Translated and localized TestStand (software product) for
Japanese market
8/97~8/99 Product Development Engineer, John Deere Construction
Equipment, Iowa
Designed (parts/assemblies) from concept to production
using solid modeling (Pro/Engineer), drawings, prototypes,
and test plans
Acted as liaison engineer between John Deere and Hitachi on
engineering issues in Joint-Venture
Reduced costs, improved design, diagnosed and solved field
reported problems with current products
Designed & performed tests for powertrain components of
machines, wrote test reports
Coordinated manufacturing issues (quality, delivery, cost)
with vendors/suppliers and developed quality improvement
goals and processes
Participated in cross-functional quality improvement and
FMEA teams to troubleshoot quality issues
Special Skills/Training
Business Intelligence/Analysis: SQL Queries,
Business/Financial Indicator and Performance Reports, SQL
Server, Crystal XCelsius, Crystal Ball, Excel with VBA,
Easy5 Dynamic modeling, FMEA, National Instruments Data
acquisition
Languages: English (native), Japanese fluent (Level 1
Proficiency test Dec '02), French
IT: Novell SuSE enterprise Linux, Windows, Unix, web
servers, Oracle, Java, Windchill admin
Programming: VBA, C, VB, LabWindows/CVI, LabVIEW
Product development/Product Lifecycle Management: Lean
Toyota Production System training at Toyota(6 month
internship at Toyota in Japan), ProductView, Solid modeling
in Pro/E, ProWildfire, Pro/Intralink, PTC Windchill,
National Instruments TestStand
Continuing Education
Novell SuSE Linux Advanced administration
ISO9000 internal auditor certification
Published paper in Journal of Engineering Education 1997
(IEEE)
Lean Manufacturing course (Just-in-time/Demand Flow)
Management and Leadership(grad course),
Macroeconomics(graduate course)
9682 N. 6000 W.
Highland, UT 84003
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