Manager Engineer

David G. Perez

Manager: IT Services, People, Process

***** ****** ******* **. - ******, TX 78748 512-***-****

****.*.*****@*****.***

PROFESSIONAL SUMMARY

o 19 Years Industry Experience

o Leadership of High Performance Teams; chartering, staffing, motivating,

sustaining

o Strong Communication/ Presentation Skills

o Strong Organizational Skills

o ITIL Service Management

o Program/Project Management

o Vision; ability to see the big picture and chart a course toward an end

result

o Flexibility; able to modify/ adjust actions appropriately to meet goals

EXPERIENCE

WiiKno Inc. (1/2009 - 11/2009)

o Director, Operations: Overseeing the day-to-day operations of the

organization including IT systems, Marketing, HR, Project Management, and

Personnel Management. Responsible for reporting on key performance

indicators from respective functional areas to executive management.

Cisco Systems Inc. (3/2000 - 3/2008)

o Manager, Business Process (7/2005 - 3/2008): Managed a team (~14) of

Business Operations Mgrs, Engineers and Technical Writing staff in

support of the Next Generation Network Management System for Cisco's

Remote Operations Services (ROS) - 6 releases. Responsibilities included

business process and functional requirements definition for the new

systems, customer conversion strategy and implementation, New Product

Introduction support for Advanced Technologies, knowledge mgmt strategy

and delivery of Collaborative Services capabilities (Cisco Co-Brand), and

continuous improvement of all business process in support of ongoing

integration efforts between ROS and Cisco Corp.

o Manager, Service Activation (7/2003 - 7/2005): Managed a team (~23) of

Engineers, Project Managers, and Support Staff responsible for new

customer engagement and new service activation for existing base (~800),

including customer satisfaction. Other responsibilities included

performance mgmt, forecasting backlog, improving accuracy of forecast vs.

actual billings, on-boarding new Partners, and establishing/ enhancing

processes around Order Mgmt (book to bill).

o Engineer to Manager, Major Accounts Engineering (3/2000 - 7/2003):

Managed a team (~19) of Engineers and Project Managers responsible for

the lifecycle support of Major Accounts (~50). Responsibilities included

performance mgmt, revenue forecasting, lifecycle implementation, matrix

mgmt over Network Operations Center support, process and tool enhancement

to accommodate the special needs of higher touch clients, and

stewardship/ account mgmt. Note: Promoted to manager after 1.5 years of

service in the Network Operations Center supporting Major Accounts.

En Pointe Technologies (1998-2000)

o Engineer/ Implementation Manager; Compaq /Lexmark Network Printer roll

out for Austin I.S.D. / 3,000 devices

Independent Contractor; Field Engineer (1996-1998)

o Digicon Technologies; Outsourced IT/Systems support for both commercial

and governmental accounts

o Verizon; WAN Installations for several I.S.D.'s and State Government

Agencies; DHS, TDPRS, MHMR

Dell Computer Corp. (1989-1995)

o Technical Support on advanced systems for Dell Computer Corp.

o Design and Implementation of Dell's Premier Access Service Program

TX Air National Guard (1988-1992, active for '88 and reserve for '89-92)

o Avionics Technician, Flight Line - F-16 / 149th TFG Kelly, A.F.B.

TRAINING & CERTIFICATIONS

CCNP (2000-2003) ITIL Service Mgmt

MCSE (1999-2003) AS Avionics -

C.C.A.F.

UT Professional Development Training

References Available Upon Request

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