Customer Management

STEPHEN WRIGHT

• **** Woodlawn Drive, Troy, Ohio 45373 • 937-***-**** • ******.*********@*****.***

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SUMMARY OF QUALIFICATIONS

Software Product Consultant with 12 years of leadership in delivering technical solutions, performing systems analysis, hardware and software platform and sizing, administration, implementation, and relationship management for global customers. Excellent communication skills with strong knowledge of applying industry best practices and experience to improve customer productivity and efficiency leveraging Product Lifecycle Management solutions. Consult and engage customer to identify and create change initiatives that increase value, create growth and deliver impact driven business process improvements.

Currently seeking Project Management Certification through PMI.org

Expert in Software Management for Global Customers

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CAREER PROGRESSION

Siemens PLM Software, Milford, OH 2000 – Present Key Role Responsibilities

• Consult with Siemens customer Procter & Gamble as an Administrator and Product Consultant on PLM solution definition, process alignment, and the delivery of complex IT Solutions; provide knowledge of workflow design, change management, configuration and customization; drive project execution, enhancements, integrations and changes; focus work efforts on analysis of customer business goals, objectives, and general business needs; apply systems analysis techniques and procedures to determine hardware and software platforms and sizing requirements; develop risk assessments and outline performance tradeoffs in context of customer PLM requirements.

Software Product Consultant

Leadership achievements:

• Collaborate with Siemens Project Management Office, P&G Service Management and Operations Teams, and off-shore Hewlett Packard Team to identify and resolve product problems, and deliver timely and successful product enhancement and maintenance projects.

• Manage customer Production PLM Solutions on site, leveraging skills related to Oracle, BEA Weblogic, PERL and Shell scripting, UNIX and NT operating systems administration, networking, load balancing, certificates, cron and scheduled jobs, and license management to deliver 98% monthly uptime service level agreements.

• Provide technical leadership for PLM projects throughout the project lifecycle (design, installation, configuration, testing, and production deployment and support efforts).

• Supply 24-7 pager support for critical production incidents; manage solution delivery process as agreed to in adopted service level agreement.

• Successfully administer Disaster Recovery every 6 months and completely restore application from staged backup performed by Hewlett Packard resources to within a 24 hour declared disaster window.

• Resolve reported incidents from 5000+ users in multiple regions by defining and managing global support resolution and problem identification processes.

• Challenged to maintain extremely high customer satisfaction by developing and implementing live production workarounds for emergency issues often requiring execution of advanced database skills.

• Deliver knowledge transfer training to facilitate customer staff development, team growth, and improve productivity and efficiency of less experienced and international competitor resources.

• Author Current Best Approach knowledge documents and outline new procedures for resolution of known issues to create more streamlined and productive service and achieve improved customer satisfaction.

• Deploy product maintenance and enhancement releases on site during weekend customer down times.

Business Strategy achievements:

• Engage customer to better understand business drivers, define customer goals and objectives, and identify potential solutions to improve customer productivity and efficiency with little to no impact on performance, deliver quality and ensure customer satisfaction through continual process improvement.

• Estimate project time frames, resources, quality, and keep projects within expected budget.

• Evaluate Production PLM solutions to determine strengths and weaknesses, and relay performance impacts of newly identified customer PLM requirements.

• Prioritize and provide direction on potential resolution methods for identified problems.

• Foster strengthened work relations with offshore competitors and other international resources to provide highest quality end-to-end support for customer.

• Define, document, and create and execute strategies to test and deploy new and modified solutions.

• Earn sought after customer appreciation by implementing and maintaining a proactive approach to administering and improving PLM Solutions on site at Procter & Gamble.

Technical Support Engineer

Leadership achievements:

• Act as Technical Lead for Teamcenter Enterprise product suite, delegating incoming incidents to the Product Support Team, training new hires and identifying and developing areas of expertise.

• Manage and grow customer expectations by becoming a dedicated resource for high profile customers experiencing extreme product hardship.

• Create and publish Known Error and Enterprise Best Practices to facilitate knowledge transfer among application support groups.

Business Strategy achievements:

• Develop knowledge of multiple Teamcenter Enterprise applications, integrations, and 3rd Party required software to provide best in class support.

• Investigate and prioritize critical customer identified errors with Siemens Product Development Team to expedite solution delivery through creation of product patches; determine customer timelines and initiate fast-track prioritization of temp patch releases to keep customer projects on schedule.

• Identify and define future enhancements for continual product growth with emphasis on customer related business needs.

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AWARDS

• Excellence in Program Execution Award at P&G from Siemens, 2009

• Project Achievement Award for MDO at P&G from Siemens, 2007

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EDUCATION / TRAINING

University of Cincinnati, College of Applied Science, Cincinnati, OH

Bachelor of Science, Mechanical Engineering Technology, 2000

• Certificate of Completion for Teamcenter Automotive & Aerospace and Defense (1-wk), 2002

• Certificate of Completion for Teamcenter Enterprise Product Management Customization (1-wk), 2002

• Certificate of Completion for Teamcenter Enterprise Origin 3 from Siemens (8-wk), 2000

Project Management Institute: 2011-2012 Member with over 26 credit hours and 40 non-credit hours in the areas of Project, Program, and Portfolio Management, and Business Analysis.

Stephen Wright – Page 2 of 2

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