Lam T. Nguyen

**** ********* *** ****: 510-***-****

Fremont, CA 94539 Cell: 510-***-****

acybns@r.postjobfree.com

Manufacturing and Customer Service Operations Executive

Proven high energy, results-oriented leadership professional with extensive experience in quality

engineering, operations engineering, customer support, failure analysis, root cause analysis and

manufacturing. Excellent track record for delivering results in dynamic environments from less than

50 person start-ups to Fortune 100 companies. My passion is in improving operations -- saving time,

improving quality, and lowering costs by leading process/product improvement projects and

programs that deliver significant sustainable results.

Six sigma & lean MFG Strategy and long range planning

Strong customer focus Field Hardware Quality Engineering

Process Excellence Supply Chain Quality Engineering

Excellent organizational Recognized leader with excellent

development and motivation communication skills

Exceptional management skills Expert at problem solving and

process innovation

Continuous Product and Process

Failure Analysis and Root cause

Quality Improvement

analysis

Technical management

Career Highlights:

Implemented Self Directed Team concept at Sun Microsystems Failure Analysis

(MFG s), which resulted in recovering 5,000 failed mother boards (Bone pile) inventory

and over 5 million dollars in cost savings. Team was recognized in San Jose Mercury

News (July, 1997) article: Why Teams Work

Recipient of 10+ prestigious Sun Team Award for process/cost/quality improvements

and Netapp s Living Our Values Award

Proposed and implemented partner quality program (Japanese partners) forum to

proactively identify field hardware issues and drive corrective actions in timely manner

resulting in exceptional customer satisfaction.

Evaluated and eliminated Non-valued add test processes, which saved 3 million dollars

in cost savings without sacrificing product quality.

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PROFESSIONAL EXPERIENCE

Netapp, Inc, Sunnyvale, California July 2005 September 2016

Director, Service Operations Engineering

Provided leadership and vision to an organization that was responsible for delivering product quality to a

wide range of storage products into Service Operations facilities around the world. This organization has

consistently delivered Best in Class quality products while significantly contributing toward lower cost.

Developed and implemented pre-emptive support model, which increased support efficiencies,

decreased case escalation, saved cost and improved total customer satisfaction.

Proposed and led the Unnecessary RMAed (field replacements) shipments project, which

resulted in $2.5M savings annually.

Led cross functional teams to drive Auto-support (call home feature in ONTAP) adoption, which

resulted 25% increase in adoption. This gave our support organization and development

engineering with a better understanding how Netapp s products behave in the installed base.

Defined and implemented Customer Success Incident Remediation, which aimed to resolve

customer issues that related to product quality lemon system, product specifications violation

or sales related issues. This program had very highly visibility and well recognized by executives.

Reduced RMA s No Trouble Found (NTFs) rate from 50% to 15% (Best in Class per PWC), which

resulted in cost savings of $3M/yr

Defined RMA test strategy and implemented test process at suppliers to support 250+

depots worldwide with Best in Class quality (FRU s DOAs)

Utilized fault insertion data/results from HW development during NPI phase to develop

component level repair knowledge base to assist 3rd parties repair to increase debug efficiencies.

SBE, Inc. San Ramon, California July 2004 July 2005

Technical Support Director

Responsible for defining and implementing customer escalation processes and test/repair strategy

for global repair depots.

Defined support strategy and service offering

Managed call center to provide 24/7 customer support

Developed and implemented returned test process and managed repair depot

Provided supportability requirement into PLC process

Managed field quality engineers to monitor product performance in the field

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Sun Microsystems August 1996 June 2004

Sr. Operations Test Engineering Manager/Storage Manufacturing Plant Manager

As Sr. manager of Manufacturing and Operations engineering, my organization interfaced with

external/Internal design centers and based on specific needs developed and introduced product

designs, established manufacturing guidelines with test criteria and set up in house and outside

vendors to supply production needs.

Managed an enterprise server and storage business that manufactured $1 Billion of total

revenue annually

Engaged early in the Product Life Cycle process for new product introductions to provide

DFX requirements

Defined and implemented Functional and In Circuit Test development and strategy

Swapped out GenRad testers and implemented H-P ICT testers to leverage Test-Jet

capability to detect shorts/opens on PCBs testing.

Proposed and implemented Automatic functional test for high volume products, which

resulted in multi-million dollars (Estimate an yearly saving number) savings in MFG with

higher test yields and quality

Implemented 5s, visual manufacturing programs and cell teams

Implemented process improvement teams to eliminate waste that resulted in multi-

million dollars in savings.

Failure Analysis Manager @ Sun Microsystems October 1990 - July 1996

My organization reviewed designs for manufacturability, developing hardware repair (Failure

Analysis) capability, test process development and provided technical support to global

manufacturing.

Provided/validated fault isolation and detection diagnostics requirement early in NPI

Implemented Self Directed Worked Team

Implemented repair processes that eliminated 5,000 failed mother boards bone pile !

Implemented cost reduction projects aimed at Product, Process and People improvements

EDUCATION AND PROFESSIONAL DEVELOPMENT

B.S. BA in Business Management at University of Phoenix

Executive coaching through Executive Edge, a prestigious and selective program

sponsor by Sun s executives

Various courses in managing effectively from Sun and Netapp Universities

HONORS AND AWARDS

Recipient of 10+ Sun Team Awards for process/cost improvements

Living Our Values award from Netapp (Prestige award)

Mentioned in Mercury News (July, 1997) article, Why Teams Work

Implemented Self Directed Team at Sun Microsystems Failure Analysis Team

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