Manager Service

Mikey J. Yang

* ******* ******, ********, **. ***86

978-***-**** (home)

617-***-**** (Cell)

Summary of Qualifications

Twenty-nine (29) years of technical, managerial and international

experience with Digital Equipment Corporation/Compaq Computer

Corporation/Hewlett-Packard Company in Customer Services System

Engineering, Field Service Logistics, Process Engineering, General

International Area MIS/IM&T, Customer Services Operations, and Vendor

Management. Additional six (6) years programming experience in

developing device drivers, computer graphics, financial applications,

manufacturing resource planning, and marketing applications.

Work Experience

1979 - 2008 Digital Equipment Corporation/Compaq Computer

Corporation/Hewlett-Packard Company.

2002 - 2008 Vendor Manager

Manage and analyze the Service Provider performance to ensure high

Customer Satisfaction and low service delivery costs. Develop and

implement Statement of Work (SOW) agreement between HP and Service

Providers. Participate in the HP Services workforce strategy

development.

1999 - 2002 East Region Desktop Services Planning and Operations

Manager

Manage/analyze the East Region Desktop Services Operations to ensure

operational efficiency to meet customer/partner/employee needs. In

addition, develop plans for the workforce capacity and capabilities of

the East Region Desktop Services. Implement major North America

Desktop Services initiatives in the East Region.

1997 - 1999 WFP (Workforce Planning) Program Manager/Consultant

Manage the worldwide implementation for NSIS (Network Services and

Integration Services) Workforce Planning Processes and Systems.

Developed the program plan, the implementation plan, budget, the

communication plan, and the training plan. In two months, traveled 8

countries in Asia and 6 countries in Europe (Territory headquarters)

conducting the WFP training and developing the local implementation

plan. In addition, responsible to engage other Business Divisions on

Workforce Planning effort, including the development of the Capacity

Modeling Tool for different Business and to support the Go-To-Market

effort of WFP.

1993 - 1996 Asia Pacific Customer Services Business Operations

Consultant

Program Manager for the following programs:

1. Wireless Onsite Workbench (WOW) Program in Asia Pacific: This

program involves $3M capital investment and seven hundred (700)

Service Engineers. Implementation of this program provides $6.5M

annual cost savings.

2. The Oracle Migration Program: Worked with Oracle Vice President of

Asia Services to ensure a smooth transition of RDB product support

from Digital to Oracle; including personnel, customer, and

equipment transfer. Established a special call handling and

escalation/exception management processes with Oracle Asia Services

management.

3. The Computer Associates, Inc. (CAI) Alliance Program: Established

the support infrastructure in Asia Pacific for supporting both

Digital and CAI products.

1. The Consumption Reduction Program: Reduced the parts consumption in

Asia Pacific countries.

4. The Workforce Planning Program: Developed the workforce capacity and

capability planning model and templates for worldwide deployment. In

addition, assisted Asia Pacific countries to establish and implement

their WFP plans.

1992-1993 Asia Pacific MCS Technical Information Manager.

Responsibilities include the management of Technical Information

Management Architecture Program (TIMA) to ensure timely delivery of the

global symptom/solution technical information and tools to customer

support personnel in the field, to actively participate in the

development of the Worldwide Information Strategy, and to address issues,

escalation if necessary, to Engineering and other organizations.

1990 - 1992 GIA (Great International Area) IM&T Information System

Consultant

Manage the development and implementation of all Service Delivery (SD)

Tools (TIMA, AES, DSNlink, XSITE, IPMT, etc.) in General International

Area (GIA) countries: Brazil, Mexico, Canada, Japan, Australia, Hong

Kong, Taiwan and Singapore. Review GIA tool requirements with

Engineering. Coordinate the other two (2) geographies (Europe and

America) of implementing worldwide SD tools. Integrate SD tools

strategy into GIA IM&T overall strategy.

1988 - 1990 India I.S. Support Manager

Start up Digital Information Systems at DEIL (Digital Equipment India

Limited), the first Digital joint venture business in India. Planned,

budgeted, and staffed the DEIL MIS organization. Collaborated with Law

and Export department to protect Digital's interests. Developed non-

disclosure agreements on Digital proprietary information systems and

data.

1986 - 1988 GIA (Great International Area) IM&T Technology Consultant

Evaluated client/server tools and made recommendations to management for

GIA (Great International Area) multicultural, multi-countries

environment.

1983 - 1986 P&DS (Process & Design Support) Information & System

Services (I&SS) Manager

Managed a group of sixteen (16) people to provide information and system

services to P&DS (Process & Design Support) group in the area of Business

Application Systems development and support, Office System Support,

System Management Support, Learning Center operations, Digital Andover

site library, MTS support, and End-user support.

1980 - 1983 FSLIS (Field Service Logistics Information Systems)

Technical Support Manager

Started up and managed a department which provides VMS Operating System

support, Telecommunication support, Data Base Administration, Quality

Assurance, and Technical Consultation services to FSL (Field Service

Logistics).

1979 - 1980 FSLIS (Field Service Logistics Information Systems)

Principle System Analyst

Evaluated all Digital hardware and software products for Field Service

Logistics strategic stock transaction system.

1979 - 1979 CSSE (Customer Services System Engineering) Senior Software

Engineer

Designed, developed, and implemented communication software for the RD

(Remote Diagnosis) center operating system.

1977 - 1979 Group Leader, Manufacturing Systems, Corning Medical,

Medfield, Ma.

Managed two (2) people to implement a MRP II system. Developed and

implemented a Marketing reporting system on IBM System 3.

1976 - 1977 System Programmer, Eye Research Institute of Retina Foundation

Designed an on-line Accounting system on a PDP 11/70 using RSTS.

1975 - 1976 System Programmer, Computervision Company, Bedford, Mass.

Designed and developed device drivers for all graphic devices. In

addition, designed and developed a calibration routine to weed out

redundant data generated by the CV digitizer.

1974 - 1975 System Programmer, Info System, Incorporated, Waltham, Mass.

Design, develop, implement, and document the PDS (an interactive Process

Display System) for Offut Air Force Base on a PDP 11/45 RSX11-D system.

1973 - 1974 Programmer, Applicon Company, Burlington, Mass.

Developed the interface software between PDP 11 machines and graphic

devices like Xynetics and Calcomp plotters.

Education

M.B.A. Management, Clark University

M.S. Computer Science, Worcester Polytechnic Institute

B.S. Physics, Taiwan Christian College

References: Available Upon Request

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