Product Manager/Customer Service Manager

BILL SIMPSON

**************@*****.*** :: 647-***-**** :: 16 Mansfield St, Brampton, ON L6S 2Y3

Product Manager

A technology professional with over 20 years of achievements in product management, documentation, technical support and operations.

Expertise in security, SaaS, e-commerce and data management,, including designing and launching new products, developing and delivering internal and external communication programs, and interacting with C level and technical stakeholders. Adaptable, effective and comfortable in fast paced agile environments, now seeking new opportunity in a progressive company that can provide a fresh challenge for my skills and abilities. Professional Business Experience

Product Management Director - Computer Security Products Inc. (Sept 2012 – March 2015) Led a new project to transfer the event and audit data management solutions developed on the legacy HP NonStop platform into the Linux/Unix market.

Achievements

● Established product direction and target markets, including competitive positioning, pricing strategies, channel and development.

● Developed and implemented project plans for design and development cycles, based on agile project management principles.

● Developed, supervised and delivered new content for a product marketing campaign, including web pages, product releases, brochures, advertisements, white papers, presentations. As a result, I was able to deliver a series of prototype products for external consideration, and led a series of presentations to large corporate customers and banks. Operations Director - iRoam Mobile Solutions (Nov 2010 – July 2012) Led the development and implementation of a new secure ecommerce platform for retail and enterprise telecom roaming solutions, with integration in 3rd party SaaS solutions.. Achievements

● Led the development of the website, ecommerce, CRM and billing functionality.

● Established a new customer care and provisioning team

● Implemented extensive security measures against penetration, DDOS and fraud.. Technical Support Director - Natus Medical (Aug 2009 – Aug 2010) Hired to upgrade the technical support offerings provided by Natus so that more effective network and computer system support could be provided for their medical devices and systems. Achievements

● Led a complete rebuild of the team to introduce tiered support, escalation protocols and on-site support, including hiring specialists to address network and computer system issues.

● Established new protocols for managing relationships with key customers, regional sales managers and other stakeholders.

● Led onsite visits to key customers to resolve long standing issues. Customer Service BlueCat Networks – (Feb 2007 – Aug 2009) Led the creation of a new high value customer service and technical support organization for BlueCat Networks family of secure DNS and DHCP servers and management platforms. Achievements

● Re-staffed customer service team to upgrade technical and professional quality of the service.

● Established and staffed a high value Technical Account Management team for key large customers, in order to address severe issues with large-scale implementations.

● Implemented a complete case-handling process, with work-flow, escalation protocols and other procedural supports.

Product Management - BorderWare Tech. – (1998 - 2007) BorderWare Technologies was founded in 1998 and produced a highly regarded Firewall Server and Email Content filtering solution. BorderWare was purchased by WatchGuard in 2007 and those products continue to be marketed by WatchGuard under their brand. Notable achievements include:

● Rebranded and relaunched the BorderWare Firewall Server through our world-wide channel.

● Leading the design and delivery to market of the Mxtreme Mail Gateway, (currently marketed by WatchGuard as their XCS solution).

● Managing the certification of BorderWare products to Common Criteria EAL4, supporting our successful entry to the US Federal Government and military market.

● Successful negotiated agreements with a wide range of OEM manufacturers, including McAfee, Trend Micro, Symantec, Kaspersky, and SurfControl. Interet Security Product Manager - SeaChange Corporation – (1996– 1998) SeaChange was a successful value-added distributor of internet connectivity devices and solutions. I was hired as Product Manager to consolidate and expand its offerings in the emerging internet security market.

Achievements

● Developed a highly successful “starter kit” for resellers that improved sales of software firewalls by 200%

● Concluded new distribution deals with Checkpoin, RSA, Isolation Systems (one of the first VPN vendors in the market), Secure Computing and others.

● Improved our use of vendor assigned marketing funds to almost 100% SeaChange funded the establishment of BorderWare Technologies, to where I was assigned in 1998. Other previous positions:

Computer Security Products Inc. - Customer Service Manager (May 1991 – April 1996) Votek Systems – Development Support Analyst (Oct 1989 – April 1991) MIS Systems (UK) – Unix System Programmer (Aug 1988 – Sept 1989) Education

Master of Science, Computer Science University of Kent, Canterbury (UK) Bachelor of Science (Honours), Environmental Sciences Hatfield Polytechnic (UK)

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