Business Development Project Management

Yuklung Morris Ng

LinkedIn: https://www.linkedin.com/in/morris-ng/ Email: *********@*****.*** Mobile: 925-***-****

Strategic Business Leader Program Management Channel Expert

Seasoned leader excelling in channel strategy, sales operations, and cross-functional team synergy. Proven success in navigating high-stakes settings, orchestrating strategic plans, and fostering collaborative relationships across organizational tiers. Committed to driving business objectives through analytical insight, creative problem-solving, and robust project execution.

Areas of Expertise

Business Development Channel Partner Enablement Cross-Functional Leadership Strategic Planning Project Management Organizational Effectiveness Creative Problem Solving Process Improvement Business Analytics Channel Program Metrics and KPIs Development

Experience

Schooley Mitchell, Pleasanton, CA

January 2024 - Current

Strategic-Partner

Develop business opportunities and strengthen B2B partner relationships with distinct values and customer success focus.

Analyze B2B partner business operations, processes, and billings to advise clients on changes to reduce operating expenses.

Ongoing optimization of multiple categories of essential business operation services.

Monitor billing error identification and cost recovery through vendor relationship management and negotiations.

Perform project management, business needs analysis, and technology recommendations.

Drive technology upgrades and process transformation aiming at improving profitability.

V-BELLO Inc., Pleasanton, CA

May 2023 - Current

Business Founder/Co-Owner

Establish strategies to drive online and local presences of company brand.

Develop sales operation processes, structure, and system implementation and migrate operation to online platform for multi-channel sales.

Implemented procurement standards and pricing strategies to enhance brand value and customer satisfaction.

Monitor and improve SEO statistics by driving multiple marketing campaigns.

Define RMA policy, process and track shipments for all supply-chain shipment, and replacement handling.

Engage with TPL vendors on shipment option and price negotiation.

Ruckus Networks (CommScope), Sunnyvale, CA January 2019 – April 2023

Director, Channel Enablement & Services Business Development

Led SaaS Transformation cross-functional project team to strategize, analyze, propose, design and develop, launch and operate SaaS sales throughout the end-to-end customer journey with extensive system thinking mapping, including entitlement, licensing, subscription, pricing business processes.

Drove SaaS and managed service ideas and messaging within company and in technical service industry conferences.

Led partner adoption in Channel programs in key technologies and service areas.

Developed a comprehensive business plan to grow global partnerships, driving partner success and ensuring excellent customer experiences.

Key successes include developing MSP Partner Program to grow from zero to over 150 MSP partners worldwide generating over $100M revenue by developing program strategies, policies, processes, and structures.

Effectively managed partner performance to create win-win-win situation.

Brocade Comm. (CommScope), San Jose, CA June 2010 – December 2018

Senior Manager, Worldwide Partner Program

Developed business plans to drive Channel Partner Support and Global System Integrator programs.

Led cross-functional teams to develop system thinking map to design the framework, policies, processes, and structures for the partner support program generating over $40M revenue, using a value-based model that combined discounted pricing and pay-for-performance rebates to drive partner behavior, resulting in a strong partner ecosystem, profitability, productivity, and customer satisfaction.

Ensure a customer-focused culture by designing and developing partner end-customer satisfaction survey.

Managed and trained Service Partner Managers and field sales teams in program adoption, policy compliance and ongoing operation.

Fostered key partnerships, leading to a 54% revenue surge and an 84% cut in support costs over three years through successful negotiations.

Cisco Systems, San Jose, CA

June 2009 – June 2010

Senior Service Project Manager/Operation Lead

Led cross-functional teams to operationalize service program development in the areas of service ordering, contract management, service delivery and entitlement systems.

Drove service NPI approval on operation readiness. Developed rebate policies, processes, and systems for enhancing current service offerings based on mapping the full operation processes using system thinking.

Assessed operational impacts on new service programs and offerings. Drove business requirements in development of IT systems.

Tracked success and milestones to ensure project development meeting executive criteria.

Force10 Networks (DELL), San Jose, CA

November 2007 - March 2009

Director, Service Business Operations

Led the Service Business Operations globally. Focus areas included Service Sales Operation, Entitlement, Licensing, Pricing, Renewal.

Responsible for generating $17mil service renewal opportunities annually with above 80% success rate.

Established policy, process, and guideline in creating a service renewal and entitlement team in Chennai, India.

Responsible for approving service deals which deviated from standard discounts, drove policy and process consistency in SOX compliance. Own the Service Supply Chain Operation to lead cost reduction initiatives and repair quality improvement.

Drove service logistic efficiency and cost effectiveness with consistently within budget. Worked with 3rd party vendors to create a viable eco-system to ensure RMA's efficiency and productivity.

Cisco Systems, San Jose, CA

August 2006 - November 2007

Sr. Manager, Service Channels - Partner Mgmt & Ops

Took business ownership of a strategy Channels Partner performance metric system - PMC, a system affecting 80% of service revenue by objectively determining partner service discount.

Drove system development on critical business requirements and service programs alignment.

Drove new and improvement on performance metrics which influence partner discounts and rebates.

Led development and business requirement efforts on Partner E-Consulting, a service lifecycle application that assessed partner performance and provided improvement recommendation in technology, sales, services, and operation lifecycles, generally improved participated partners' Return on Investment Capital (ROIC) by 10-15%.

Owned Partner Satisfaction and loyalty on Cisco Services.

Led cross-functional teams in driving process and system improvement to ensure metrics integrity.

Cisco Systems, San Jose, CA

August 2000 - July 2006

Sr. Manager, WW Partner Support

Drove WW Partner Support execution on Global Strategies, Operation & Initiatives. Ensured service programs with emphasis on establishing manageable performance metrics on partner provided post-sales technical support.

Led organization planning for strategic alignment with other organization. Managed & planned budget and resource allocation.

Ensured theater operations aligned to Global objectives & performance metrics as defined in service programs.

Induced Channels requirements into service program creation & optimization.

Drove new ideas & development in systems, tools & processes such as Business Intelligence Engine for enabling Partners in improving service sales & technical support delivery capability.

Developed revenue/cost models to strive for highest profitability in Partner service business.

Owned & drove Partner Loyalty for Cisco Customer Advocacy. Serve as the business owner for End Customer Satisfaction in relation to all Channel Service programs.

Cisco Systems, San Jose, CA

August 1997 - July 2000

Manager, Technical Support II

Managed the IBM Technologies Customer Support team. Responsibilities included hiring, training, career development and performance reviews.

Mentored other new TAC managers. Involved in project teams to improve Customer Support processes and revenues. Served as the WW Leader for Global Consistency. Took on a project to improve support performance in Japan TAC Center.

Performed the TAC Field Liaison Duty for So. California by visiting and training customers, SE and AM on TAC process and trouble-shooting techniques. Served as the Duty Manager for the TAC on a rotational basis for all customer escalation issues.

Cisco Systems, San Jose, CA

March 1994 - July 1997

Customer Support Engineer IV

Provided pre-sales product information, recommendation to potential customers, and post-sales technical support to current customers.

Certified as CCIE only 5 months after hired. Served as the escalation resource and focal point for handling critical accounts.

Designed and maintained lab access via the Web for Desktop Group.

Designed and developed automated shift scheduling system using HTML and PERL scripts. Proctored CCIE Lab Exams.

Designed and implemented CSE Online Tutorial Engine to help management and CSEs to administer training paths, develop online tutorials and report employee training progress.

Created bugs reports and release-notes. Assisted developers in bug fixes by designing complex network lab testing and performing source code analysis.

Education

San Jose State University, San Jose, CA

Master of Business Administration (MBA)

August 2009 - December 2011

San Jose State University, San Jose, CA

Bachelor of Business Administration - Finance

August 1987 - August 1995

Honor: Deans Scholar of the Year

Minor: Computer Science

Skills

Extensive Business Analytics skills for data mining, pivot modeling, dashboard automation.

Collaborative leadership to drive cross-functional project management and program development.

Excellent executive communication to drive program approvals and operation performance reviews.

Experienced organization and people manager focusing on coaching and result driven.

Extensive knowledge and experience on various networking protocols and datalink technologies.

Proficiency in HTML5, CSS3 and JavaScript.

Extensive knowledge and ability in problem-solving and customizing for various computer platforms.

Fluent in English and Chinese.

Certifications & Organizations

CCIE - Cisco Certified Internetwork Expert (No. 1199), August 1994.

CCNA - Cisco Certified Network Associate, December 2000.

Advisory Council for the Digital Marketing (CSU Chico) · Jun 2022 – Present

Achievements

TSIA Conference: Featured Speaker in 2020 and 2022 in SaaS and Managed Services Transformation.

Developed 1st Online Self-paced Web Training (AppleTalk) in 1995 that led to a series of Web based training development in Cisco.

Developed WWPS Profit Modeling Tool to drive Partner Profitability in Post-Sales Support.

Developed CSSP Performance Mgmt. Process & led CSSP Customer Sat development.

Achieved CCIE level within 5 months of Cisco employment.

1st CSE to achieve TAC Customer Satisfaction Gold Level status in 1995.

Teamwork Winning Contribution – Performance Metrics Central – Cisco Project Team.

FY’03 Outstanding Performance Award – Cisco Services.

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