Management Manager

Professional Summary

An engineering operations management professional with over 20 years of working experience managing technical support personnel, facilitating company mergers/acquisitions, and managing customer relationship management (CRM) systems in a global environment. Extensive knowledge and expertise related to architecture, development, maintenance, integration and administration of enterprise level CRM systems built on the Oracle and Salesforce.com platforms.

Areas of Expertise

Project/Program Management

CRM Architecture

Budgeting and Forecasting

Business and Requirement Analysis

CRM Development

Vendor Management

Stakeholder Management

CRM Maintenance

Software Development Lifecycle

Onsite/offshore Resource Management

CRM Administration

Requirements Documenting

Software Testing and Quality Assurance

IT Strategy, Planning and Governance

Effective Team Building

Scope Analysis

Resource Management

Risk Analysis

Process Analysis and Process Development

Scheduling

Call Center Management

Customer Relations, Training and Support

Negotiating

Change Control Management

System Integration

User Training

Executive Presentations

System Solution Architecture

Executive Communication

Employee Management

Salesforce.com Platform Experience

Senior Manager, Engineering Operations Qualcomm Inc. San Diego, CA (1996 – Present)

Currently managing all activities related to architecture, development, maintenance, system integration and system administration of extremely complex and customized CRM system:

oOver 50,000 customer portal and 10,000 internal global users.

oGenerating over 12,000 very technical cases per month.

oExtensive use of Apex code and Visual Force pages.

oCustom product entitlement engine.

oExposed case team functionality to customer portal users.

oComplex private sharing rule model.

oSalesforce/Salesforce integrations.

oIntegrations with many other custom applications, databases and systems.

oDeliver an average of 3 system enhancements per week.

Managed all activities related to migration of enterprise level Oracle CRM application to Salesforce.com platform.

Managed all activities related to migration of customer project tracking database to Salesforce.com platform and integration with CRM application.

Implemented a customer portal single sign-on, product license based authentication solution, to allow users to access both CRM and Document/Software Distribution systems.

Delivered a custom CRM system and integrated it with a high profile customer’s custom built CRM system.

Developed a custom product support/tracking system for products being shipped to Mexico.

Developed a Customer Visit application to track engineering hours/travel expenses related to providing onsite customer support. Integrated this application with CRM system.

Facilitated exportation of CRM data into data warehouse using Qlikview reporting engine to improve reporting capabilities.

Developed a Bug/Enhancement tracking application to manage the work being done to CRM system.

Delivered a Knowledge Base solution and integrated it with CRM system.

Delivered a Product Quality Assurance/Return Materials Authorization (RMA) system including integration with CRM system.

Developed an application to track testing/product performance activities being conducted in China on customer’s devices. Then integrated this application with CRM.

Engineering Operations Experience

Senior Manager, Engineering Operations Qualcomm Inc. San Diego, CA (1996 – Present)

Managed large-scale project to implement a secure document and software distribution system.

Facilitated many global company acquisitions/mergers by managing activities to integrate employees, products, business processes/procedures, and CRM systems.

Built collaborative relationships with colleagues from all company departments/business units such as: Sales; Legal; Product Management; Quality Assurance; Export Compliance; IT; and Engineering to facilitate a productive working environment.

Traveled extensively globally and domestically to meet face-to-face with colleagues and customers to discuss operation needs, discuss engineering support challenges and needs, provide CRM and other tool training, and provide engineering support.

Served as World-Wide Operations Liaison for over 150 office locations. Responsible for being the primary point-of-contact for all engineering personnel then communicating all operation needs to executive management to secure resources from the home office in the United States.

Managed multiple projects related to installing network infrastructure equipment and services, and software build/storage services and equipment in global office locations.

Managed multiple global projects related to relocation of office locations and acquisition of new office locations.

Managed multiple projects requiring global collaboration with partners, vendors, and customers to provide product support and product development.

Built a 3-tier technical support organization which provided 24 hour technical support of a satellite telecommunications system to customers globally. Implemented CISCO call center, Implemented CRM system, hired tier-1 staff directly and assisted with hiring of tier-2 staff, trained both tier-1 and tier-2 staff, managed tier-1 staff.

Implemented processes/procedures and system to return/exchange satellite telecommunications equipment.

Developed manuals and training material for maintaining satellite telecommunications equipment.

Developed troubleshooting manuals and recovery procedures for satellite telecommunications equipment.

Education

Master of Science Interactive Telecommunications University of Redlands, Redlands, CA

Bachelor of Science Business Administration Lake Superior State University, Sault Ste Marie, M

Certifications and Professional Affiliations

Professional Certification in Project Management San Diego State University, San Diego, CA

Professional Certification in Telecommunications San Diego State University, San Diego, CA

Stanford Advanced Project Management Certification Stanford University, Stanford, CA

Agile Scrum Master Certification Scrum Alliance

Project Management (PMP) Professional Project Management Institute

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