Customer Service Software Engineer

Stephen Johnson

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

Street: **** ******* *****

City: Alpharetta

State: Georgia

Country: United States

Zip: 30004-3903

Homephone: 770-***-****

Mobilephone: 678-***-****

Workphone: 770-***-****

Years of Work Experience: 1 to 3

Current Employer: Healthx Inc

Current Title: VP Operations

Current Salary: 100K to 149K

Current Duties: Specific duties include

- Operations P&L responsibility

- Effectively directing and leading development, support, project management and IT teams

- Controlling production costs and product quality

- Strategic marketing, including product positioning, costing, pricing and calculated

branding decisions

- Building relationships with key customers and suppliers

- Management of new product development, generating a sound return on investment

- Establishing outstanding customer service by maintaining excellent performance in the

areas of communications, innovation, product quality, and on-time delivery

- Creating and fostering a culture of teamwork, excellence, pride and continuous

improvement

Looking for: Managing Operations and/or Engineering

Maximum Travel: 25

Position Type: Permanent

College Attended: Florida State University

Highest Degree Attained: Bachelors

Available Start Date: 2005-09-01

Cover Letter

Over 18 years experience in Operations, Product Development and Program Management for

domestic and global operations in healthcare and wireless technology industries.

Excellent career progression touching all aspects of operations and software product

development from concept to launch.

Outstanding leader able to increase productivity, improve quality, establish process

order and overcome obstacles while building strong teams eager to achieve.

Strategic business thinker with tactical, technical goal-completion mindset.

Resume

PROFESSIONAL EXPERIENCE

HEALTHX, INC. (formerly Recall Systems, Inc)

$6.5 million nation's largest provider of automated customer service solutions

specifically designed for Third Party Administrators (TPA), Managed Care Organizations

(MCO), Managed Service Organizations (MSO), Insurance Companies, and self-insured

corporations

Atlanta, Georgia - 2004 to Present

VICE PRESIDENT OPERATIONS - 2004 to Present

Facilitated operational control in meeting revenue goals and client requirements by

directing an operations team consisting of development, support, project management and IT

healthcare associates.

Specific duties include

- Operations P&L responsibility

- Effectively directing and leading development, support, project management and IT teams

- Controlling production costs and product quality

- Strategic marketing, including product positioning, costing, pricing and calculated

branding decisions

- Building relationships with key customers and suppliers

- Management of new product development, generating a sound return on investment

- Establishing outstanding customer service by maintaining excellent performance in the

areas of communications, innovation, product quality, and on-time delivery

- Creating and fostering a culture of teamwork, excellence, pride and continuous

improvement

Product lines include: FaxRecall, FaxRecall-secure, EDIRecall and NETRecall

IMPACTS MADE FOR RECALL SYSTEMS AS VICE PRESIDENT OF OPERATIONS

- Lead the Company growth in revenue from $2.1 million to $3.2 million.

- Established a tiered Customer Support organization to provide better service to

customer base with more in depth issue analysis resulting in faster turn around on issues.

- Established creation of proactive/strategic approach to software development, moving

group from immature organization to structured organization producing quality on-time

products to current and new customer base.

- Established project management for product installations and development projects and

established key practices for project tracking, metrics assessment, process improvement,

and documentation.

- Drove forward progress on improving the professionalism and maturity level of the

organization to leverage industry position to increase revenues and broaden customer base.

MOTOROLA, INC.

$29 billion global leader providing integrated communications and electronic solutions

Lead program for Global Software Group - Messaging Software Platforms products

encompassing project oversight, software quality assurance, user interface design,

development, and system test. Fully involved in complete product life cycle from vision

and product concept to market launch in addition to management of overall program. Direct

multiple product development teams, including multiple offshore development centers in

Eastern Europe, South America, and the Far East. Manage internal operations of budget

allocations, monthly business reporting, outsourcing, liability, and customer support.

Interface with Strategic Business Unit for creation and implementation of visionary action

plans for taking current products to market, releasing enhancements, and launching new

products.

Product lines include: Visual APB Plus, Motorola Messaging Platform (MMP), MOTOHEALTH,

PTA Platform Push-to-Talk (PTT) to Applications

IMPACTS MADE FOR MOTOROLA AS DIRECTOR OF PROGRAM MANAGEMENT~

- Established entire program management office, building program from Level 0 SEI

maturity to Level II and winning status as model program corporate-wide; reorganized

Software Production Process (SPP) and established key practices for project tracking,

metrics assessment, process improvement, and documentation.

- Spearheaded creation of proactive/strategic approach to software development, moving

division from immature organization to best-in-class during period of high reduction in

force and offshore migration of development activities.

- Drove forward progress for cross-functional teams and business units to leverage

Motorola s market position, pre-established wireless infrastructure, and current

enterprise product positions to boost revenues and broaden product base.

PRINCIPAL STAFF SOFTWARE ENGINEER, PROGRAM MANAGEMENT

MSP Division - 1998 to 2002

Managed multiple projects involving wireless device software and operating systems.

Managed up to 38 developers, software test engineers, and support staff in environment of

rapidly changing development priorities caused by external business factors. Brought

multiple products to market from conception through development to rollout. Created

positive work environment for teams to offset stress factors, increase productivity and

reduce attrition.

Product developments included: Wisdom OS for Accompli A009, Motorola My Mail, Wisdom OS

enhancements for PageWriter 2000 and Timeport P935

IMPACTS MADE FOR MOTOROLA AS PRINCIPAL STAFF SOFTWARE ENGINEER ~

- Took industry s first 3DES encryption wireless device solution to NIST 140-L 1

certification from conception through market release in hard-push, 24-month product

development cycle.

- Led team to award-winning, highly successful completion of Spitfire and Zephyr (Wisdom

OS 4.0 and Wisdom OS Enhancement Capacity) projects under aggressive deadline and high

profile product conditions.

SENIOR STAFF SOFTWARE ENGINEER, MANAGER SYSTEM TEST

MSP Division - 1998

Led 12 in-house and several offshore teams engaged in system test, validation, and

quality test of deliverable software for multiple products.

IMPACTS MADE FOR MOTOROLA AS SENIOR STAFF SOFTWARE ENGINEER, MANAGER SYSTEM TEST ~

- Slashed test cycle time from three weeks to 24 hours and eliminated 360 labor hours per

cycle through first-ever Motorola test automation laboratory creation.

- Developed automation engine for testing of all facets of web interface/server component

that reduced test cycle time by nine days, winning Outstanding Contribution Award.

SENIOR SOFTWARE ENGINEER, SYSTEM TEST

MSP Division - 1996 to 1998

Directed all system test aspects for Flex Messaging Server, Motorola s backbone for

wireless client solutions. Won promotion due to outstanding performance and dedication to

corporate goal achievement.

ATTACHMATE CORPORATION

(formerly

Digital Communications Associates)

Leading supplier of enterprise information access and management software/services to

major corporations

and government agencies worldwide.

Alpharetta, Georgia - 1990 to 1996MANAGER OF SOFTWARE TEST ENGINEERING

Administered all facets of software test engineering for PC COM software (Crosstalk

product lines) in highly competitive market. Integrally involved in usability testing to

identify new features/functionality to leverage for increased market share.

Impacts made for Attachmate/DCA~

- Led team development of comprehensive test suite for OpenMind product growing knowledge

base for future testing of Crosstalk Mk.4 terminal emulation products and data storage

products.

EDUCATION AND TRAINING

Bachelor of Science Computer Science

Florida State University

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