Customer Service Manager

RICHARD S. CARROLL **** Pheasant Run Rd • Plano TX. 75023

214-***-**** • **********@*******.***

SUMMARY

Accomplished technical professional experienced in areas of software implementation, tech support, and product testing in a wide

variety of projects and environments. Proven managerial experience of technical professionals in OEM engineering/product

certification, technical services, customer service, and software implementation/software support. Extensive experience with

verifying software functionality and features, compatibility, reliability, load/stress, usability, and installation procedures.

Practiced in the creation and execution of testing processes; test strategies, plans, and schedules; documentation of test results;

regression testing; product evaluation and certification. Effective contributor in an individual role as well as an active team

participant/leader.

Systems Integration • Process Analysis & Improvement • Technical Support • Operational Testing

Service Planning • Troubleshooting/Problem Solving • System Upgrades • Test Case Creation/Definitions

Systems Implementation • Documentation • Software Installation • Product Certification • Customer Service

PROFESSIONAL EXPERIENCE

AASTRA USA, Frisco, Texas

2002 – 2011 Staff Engineer, Product Test and Integration

Lead role in testing activities for large/medium scale PBX systems and associated third party products. Instruction of junior level

engineers on proper departmental testing processes, procedures, and all related documentation. Principal engineer for system

integration/interoperability projects, validation of product quality and performance, determine appropriate test environment and

develop detailed test plans/procedures for products under test. Prepare product provisioning documentation detailing setup and

configuration settings.

o Directed the successful introduction of Centergy Remote Agent product at Microsoft leading to a successful

launch of the product.

o Developed working knowledge of Microsoft OCS 2007 allowing for successful interoperability testing with the

Clearspan IP PBX platform.

o Validated Pointspan voice mail performance when hosted with Clearspan voice mail services via SIP trunking

interface contributing to Clearspan system sale.

o Evaluated AVST unified messaging system when used as a third party messaging system integrated via T1

and SIP trunking interfaces.

o Established testing strategy for proving/disproving viability of SIP gateway product when used to displace

T1 interface on vendor voice mail system.

1997 – 2002 Engineering Manager, Engineering Services/Product Certification

Provide necessary services in support of software development activities, certification for OEM products, resource for

interoperability testing of external vendor’s products. Evaluated various external vendor’s products for possible inclusion in

product offerings. Established testing criteria and provided instruction for properly preparing test plans/procedures and all related

documentation.

o Instituted processes, practices, and procedures in establishing a new department for validating and certifying

external vendor’s products.

o Coordinated with product management to establish process and pricing for external vendor product certification

activities enhancing company reputation and revenues.

o Established the test lab environment needed to accommodate all the varied testing requirements of the products

submitted for testing.

1995 – 1997 Manager, Technical Services

Implemented technical support services required for the IBX PBX product line and all associated applications. Direct interaction

with sustaining engineering group for problem escalation and resolution. Responsible for completing Alpha and Beta testing of

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RICHARD S. CARROLL 6600 Pheasant Run Rd • Plano TX. 75023

214-***-**** • **********@*******.***

all new products/software releases associated with the IBX product line. Provide new system/upgrade software for customer

systems and coordinate with software development engineering group to establish proper prioritization of customer issues

requiring attention.

1989 – 1995 Manager, Software Support

Escalation point (Tier III) for problem investigation and resolution; interface with engineering department as needed. Offered

specialized assistance for customers desiring system enhancements such as customized system directories, call center

provisioning/optimization activity, system software audits. Actively participated in new product service planning and provided

direct support for international sales efforts and system installations (Italy). Provide resource for expertise and direct assistance

with system upgrades and for determining proper system configuration requirements. Process customer-provided information to

produce system database for new system installations and system add-on activity.

o Established software audit service offering contributing to improved customer satisfaction and additional

revenue opportunities.

o Conducted Alpha and Beta testing of new products/system software releases thereby increasing product quality

and reducing support costs.

o Contributed to sales activities resulting in major sale of multiple systems to Italian government.

o Implemented customer database collection tool which provide greater accuracy and ease of database collection

activity.

1986 – 1989 Manager, Software Services

Prepared and shipped new IBX system software per sales orders. Maintained system software revision level to most current

released version, processed add-on and customization orders for existing customer systems. Established processes, practices, and

procedures for software generation department.

o Streamlined departmental processes and significantly improved quality of software produced while

reducing labor costs.

o Led the effort to upgrade all installed customer systems to “stable” software release, thereby significantly

improving system stability and customer satisfaction; completed the project in six months versus the

estimated nine month target time frame.

o Identified additional software revenue opportunities and coordinated with product marketing group to

“productize” those items to enhance company revenues.

1982 – 1986 Sr. Software Support Engineer

Participated in Alpha test activities for new products and features and assumed lead role in Beta testing of same. Provided support

and direction to junior level engineers. Reviewed product documentation to ensure technical accuracy, compliance, or

completeness. Documented and reported software defects to software engineering, assisted development engineers with

reproducing issues and insuring proper resolution to reported problem.

EDUCATION

University of Texas at Dallas, Dallas, TX.

Bachelor of Science – Information Systems

CONTINUING EDUCATION

Broadsoft IP PBX • Esnatech - Unified Messaging • Voice Over IP • Cisco Networking • SIP

Management Workshops • Covergence Session Manager • AVST - Unified Messaging • Team Building

TECHNOLOGY SUMMARY

PBX – TDM and IP • Voice over IP (VoIP) • Unified Messaging • Centergy Contact Center • IVR • Aastra SIP Phones

Centergy Remote Agent • ACD Call Center • Call Recording • Voice mail • CSTA/SMDI/TAPI/OAI • Unified Communications

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RICHARD S. CARROLL 6600 Pheasant Run Rd • Plano TX. 75023

214-***-**** • **********@*******.***

Windows 2000/2003/XP/Exchange2003/Microsoft OCS • Linux • Surgemail Email Server • T1/PRI/SIP Trunking

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