Customer Service Manager

Daniel P. Hogan

*** *. ****** **. *********, MD *1231

410-***-**** **********@*****.***

Product Manager

Offering Advanced Product Management skills and a Proven Record of Successful Product Launches, including

Establishing Product Scope, Setting Priorities, Performing Software Evaluation, Providing Analysis as Subject

Matter Expert, and Deploying Successful Products through Effective Project Delivery and Relationship

Management.

Quality-focused product manager with B.S. in Chemical Physics. Experienced with the full system development

lifecycle – Scope Development, Project Planning, Requirements Analysis, Design and Development, Integration and

Testing, Implementation, Operations and Maintenance, and Disposition.

Proven ability to manage solutions that meet corporate objectives tied to business and technology performance on

schedule and within budget. Effective communicator; able to translate complex technical subject matter into easy-

to-understand pieces to efficiently and effectively communicate goals and accomplishments to business leaders.

Product Management Experience

HIBERNIA NETWORKS (Formerly MediaXstream Inc) – Baltimore, MD

Network Engineering Product Manager (March 2008 - Present)

Responsible for full product development lifecycle to deploy solutions that align with business needs.

Subject matter expert for mission critical enterprise software. Scoped software requirements from

various sources including operations staff feedback, future customer demands, hardware capabilities

from the vendor, and first-hand experience.

Key Contributions & Accomplishments:

Improved Customer Support Capabilities through System Integration – increased

•

customer satisfaction through the identification of new features that the business could

provide via already existing capabilities that were not being utilized.

Delivered Tools to Improve Operational Efficiencies through Product Development –

•

scoped and implemented network management tools enabling engineering and

operations to manage our global network more effectively.

Improved Customer Service through User Interface Enhancements – scoped and

•

implemented network management tools enabling engineering and operations to

manage our global network more effectively.

Cultivated Business Relationships that Enabled Enhanced Productivity – developed

•

long-term relationships with our vendor allowing us to align business objectives to solve

the changing needs of the business in a more efficient manner.

Further Career Experience

ASCENT MEDIA – Manhattan, NYC, NY

Network Engineer (November 2007 – March 2008)

Assisted with transfer of network control and management from Level 3 to Ascent Media. Contributed to

network telemetry design and management including static route management and in-band telemetry.

LEVEL 3 COMMUNICATIONS (FORMERLY Broadwing Communications) – Baltimore, MD

Network Specialist (February 2005 – November 2007)

Responsible for health of terrestrial network used for transmission of video. Responsible for Tier 2 &

Tier 3 technical support for 24/7 Operations staff. Responsible for deployment process of network

upgrades. Duties included regular communication with customers regarding network health, network

maintenance, and service implementation. Built and maintained Microsoft Access database to track

network inventory including firmware, software, and hardware revisions.

Key Contributions & Accomplishments:

Cultivated Customer Relationships – developed positive relationships with customers

•

allowing us to appropriately serve their needs.

Deployed Multiple Network-Wide Software Updates -– enabled new features while

•

minimizing impact to existing business.

OPTINEL SYSTEMS – Elkridge, MD

Jr. Laboratory Engineer (March 2001 – January 2005)

Responsible for system level test of multiple Gigabit Ethernet transport products. Built an understanding

of Video on Demand architectures using Gigabit Ethernet (GbE), MPEG-2 Transport Streams, DVB-ASI, and

QAM for transmission of digital video. Design and automation of measurement platforms using LabVIEW.

Key Contributions & Accomplishments:

Consolidated Testing Needs Across the Organization -- built comprehensive test

•

scheme used for product development, engineering validation, and hardware testing.

Introduced Fiber Optics Researchers to the Cable Industry -- developed graphical aides

•

and brief training documents to assist co-workers in understanding cable distribution

networks.

Automated and Simplified Laboratory Processes -- developed an array of LabVIEW test

•

automation and analysis tools.

Education

Bachelor of Science, Chemical Physics

MICHIGAN STATE UNIVERSITY, East Lansing, MI

Contact this candidate