Project Manager Engineer

SUMMARY

Technical Project Manager with over ** years experience and a diverse background in product management, customer service and technical support. Proven team builder with exceptional communication skills, committed to fostering strategic partnerships across global organizations. Analytically driven self-starter with a collaborative approach to leading teams through problem identification, solution development, planning and implementation.

PROFESSIONAL EXPERIENCE

Cisco Systems, Petaluma, CA

Customer Assurance Program Manager (2009 – 2011)

Organized and managed cross-functional project teams to address high impact customer issues involving WebEx services and support.

• Developed a Wiki based portal for Business Unit escalations, which centralized and standardized the process for BU escalations and established a communications template for other project managers.

Product Supportability Engineer (2000 – 2009)

Advocated for customers across technologies by developing product requirements to improve quality and reduce total cost of ownership. Prepared Technical Support groups to support products through business planning, process definition, engineering collaboration and product field communications management.

• Led teams that defined and improved processes reducing operational costs while meeting business objectives, including Product Recalls, Field Notices, Stakeholder Communications and CA Input.

• Analyzed multiple data sources to summarize product field health indicators; utilized findings to substantiate business cases where process or product improvements were necessary.

• Exercised subject matter expertise in product management to develop financial and project planning model used for due diligence and estimation of business impacts resulting from product defects.

• Developed a tool that reduced user complexity and increased user adoption of standard product requirement gap analysis and tracking specific to Reliability, Availability, Serviceability and Usability (RASU).

• Improved User Experience and increased management visibility to key metrics by developing collaborative Web 2.0 solutions to manage information from 6 repositories.

Technical Support Engineer III (1999 – 2000)

Provided escalation support to customers and colleagues in support of the Cerent 454.

• Improved customer satisfaction and increased customer visibility into service impacting product defects by driving integration of Cisco standard support and communication processes in Cisco’s acquisition of Cerent.

• Reduced issue resolution timeline by partnering with product engineering and marketing to design solutions for third level customer product or process escalations.

CompuServe Network Services, San Francisco, CA (1997 – 1999)

Network Systems Engineer

• Increased sales and developed strong relationships with prospective and existing customers by designing, installing and supporting remote access and Intranet/Internet solutions for Fortune 500 companies using products from Cisco, Sun, Check Point and Microsoft.

Graham & James, San Francisco, CA (1995 – 1997)

LAN & WAN Administrator

• Installed and supported a multi-vendor LAN and WAN providing Internet, file, print, application support and archive services for 300 users.

Bain & Company, San Francisco, CA (1990 – 1995)

LAN Administrator

• Installed and supported a multi-vendor LAN providing Internet, file, print and archive services for 200 users.

• Supported Consulting teams in data mining and analysis for Fortune 500 Companies.

PROFESSIONAL TRAINING

Project Management, Six Sigma (Green Belt), Leadership and Management, Communications, Conflict Resolution, Coaching and Mentoring

TECHNICAL EXPERIENCE

SOFTWARE: Microsoft Office (Excel, Access, Word, PowerPoint, Outlook), Visio, MindManager, Business Objects, Atlassian Confluence/Jira (space design/admin), SharePoint (site design/admin), Database Design and Administration, Data Mining, Trend and Statistical Analysis.

PLATFORMS AND PROTOCOLS SUPPORTED: Windows, Mac OS X, Solaris, Fusion, Firewall-1, Security Dynamics, Secure Computing, Citrix, Remote Access, Cisco IOS, TCP/IP, RIP, OSPF, IGRP, EIGRP, RADIUS, TACACS+, 802.11x, Microsoft Networking, Apple Networking, Novell Networking, Storage and Recovery Management, X.25, PPP, Frame-Relay, SONET, SDH, DWDM.

HARDWARE PLATFORMS SUPPORTED: Cisco Transport Manager, Cisco Transport Controller, 15454, 15454E, 15454MSTP, 15540, 15530, 15201, 15252, 15800, 15808.

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