Manager Project

Steven J. Noren

732-***-**** *******@*******.***

New Jersey, New York areas https://www.linkedin.com/in/stevenoren/

Business Operations/ Program Manager

Solutions-oriented Business Operations Program/Project Management professional with extensive and diverse experience in services offer development, life cycle management, process improvements, systems engineering/requirements, and project management across large complex cross-functional projects. Recognized as the Operations Lead for highly complex Cisco Services Programs / Initiatives. Exemplary organizational skills and attention to detail coupled with strong influencing, managing, and mentoring skills with the ability to gain consensus amongst large set of global stakeholders faced with competing priorities.

Cross Functional Team Leadership / Program and Product Management / Go-to-Market Strategy

EXPERIENCE

CISCO SYSTEMS, San Jose CA 2006 -2017

Business Operations / Program Manager – Global Service Logistics and Operations, 2010-2017

Operations Lead, Services Full Coverage

Operations Lead and subject matter expert of highly complex Cisco services agreement which provides 100% network coverage of Cisco installed base assets spanning global strategic Service Provider, Enterprise and Public Sector customers / partners.

Directed automation of Cisco service contract asset updates from 30+ accounts in 2012 to 150+ global strategic Service Provider, Enterprise and Public Sector accounts in 2017 resulting in a scalable set of processes now leveraged across a growing number of global accounts.

Increased operational efficiency and capability improvements for Cisco service contract accuracy and updates resulting in $950M+ direct Cisco service bookings realized over six year period.

Launched automated tool and associated process improvements have yielded an improvement from 55% Cisco installed based asset coverage in 2012 to > 90% coverage in 2017.

Developed E2E process from customer assessment through implementation.

Designed and managed monthly / quarterly program success metrics in support of organizational executive operational reviews.

Created cross functional, Business and IT requirements, continual enhancements and improvements.

Directed support to global team of Cisco asset managers, account teams/ sales for required collateral and support and training.

Lead Program Manager, Return Material Authorization (RMA)

Represented Cisco Global Service Logistics and Operations in collaboration with cross functional business and IT teams in the enablement of tool and process improvements.

Launched RMA “Front End Swap” capability for the majority of eligible Cisco Services RMAs resulted in efficiency improvements, timeliness of contracts and overall accuracy of E2E RMA contract updates from 60% to > 95% accuracy.

Spearheaded automated RMA process that supports 3-Way RMA transactions at the time of RMA creation for Cisco partners that utilize a self-sparing process via the Service Order RMA Tool (SORT) resulting in ability to minimize or even eliminate partner overhead to monitor and coordinate contract swaps for over 330+ global Cisco partners to-date.

Steven J. Noren 732-***-**** Page 2

Provided training, FAQs and overall consultation to Cisco Partner Support Development Manager (PSDM) community and as-needed external partners in support of RMA processing.

Resource / Budget Manager

Managed highly skill contractors / consultants with varying skills sets spanning Project / Program management, Data analysts, architects, Technical Support SMEs.

Created and managed all required Statements of Work (SOWs) and associated vendor management in support of contractors. Oversaw quarterly budgets.

Business Operations Manager – Customer Advocacy / Services Marketing Operations,

2006-2010

Managed and led the development of 100% operationally field ready solutions for service programs via role as Marketing Program Operations project / program manager.

Developed operational requirements, resource requirements, overall project plan, detailed solutioning and support plans via the formation and management of core and extended teams required throughout the life cycle of a program.

Managed introduction of new products Cisco Smart Care Service and Cisco Smart Net Total Care and E2E operational support. “SKU-less” ordering created in support of Smart Net Total Care resulted in enabling time-to-market demands to be met and eliminated the needs for thousands of new SKUs to be created, which is now leveraged today across additional new Cisco Service offerings.

Developed service sales operations toolkit, Stakeholder engagement processes and knowledge sharing mechanisms and mentoring. Recognized as lead SME in reference to New Product Introduction process within Services Marketing Operations.

Created a career path of job family matrix for Project/Program Management professionals within Cisco Global Services and Operations. Successful pilot of all deliverables resulted in successful launch of Center of Excellence for Project Management endorsed by Cisco HR.

Facilitated overall Global Field Operations planning and budget needs across all key organizational initiatives as well SOW / contract resource management responsibilities.

ADDITIONAL RELEVANT EXPERIENCE

LUCENT TECHNOLOGIES, BELL LABORATORIES, Holmdel NJ

Member of Technical Staff - Technical Project Management, Serviceability Engineering

AT&T, BELL LABORATORIES, Holmdel NJ

Member of Technical Staff - Hardware Integration Testing, System Support and Management

JOHNSON & JOHNSON, PERSONAL PRODUCTS DIVISION

Electronic Technician

EDUCATION

Bachelor of Science, Computer Science, Monmouth University, West Long Branch, NJ

Electronics Technology Program, DeVry Technical Institute, Woodbridge, NJ

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