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Work Background
The Park San JoseOwner
Jan. 2018San Jose, California, United States• Started the Surf Soccer Center as a way to give back to the youth of the
community.
• Manage the space and the logistics around city compliance.
• Leveraged Google analytics to afford us the opportunity to modify our marketing strategy.
• Maximized our marketing efforts through the use of Constant Contact.
• Employ a staff of ten coaches and athletic trainers.
• Manage 100 youth female soccer players and ensure proper placement and age
appropriate training.
• Enable cross training platforms switching from futsal to soccer.
• Host community events which provide scholarships for youth soccer players,
which allows them to participate in the highly prohibitive club soccer
environment.
Intact TechnologyIncident Manager
Apr. 2013 - Jun. 2017Greenbelt, MD• Increased customer satisfaction across all Intact managed customers
• Effective liaison with the product teams and client groups
• Maximized process and tools to allow Intact to notify customers of End of Life support of Hewlett-Packard software
• Created the process, training and schedule for Intact’s on-call support
• Engaged with cross-functional organizations to create new support processes
• Ensure support personnel is managing the caseload assigned to them
• Train newly hired support personnel
• Manage ongoing support escalations and keeping customer retention at 100%.
• Direct the operational support of designated extended managed service providers.
• Produced process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed
HPNOC Manager
Nov. 2003 - Mar. 2013Cupertino, California, United States• Managed a team of 10 Tier 1 and 5 Tier 2 support engineers.
• Increased Tier 2 incident resolution from 60 percent to 81 percent, resulting in decreased escalation volume to Tier 3 engineers.
• Authored and published Knowledge Base support documentation.
• Authored and delivered training for HP Enterprise Cloud Services Archive for Email.
• Reduced support engineers talk time 30 percent through effective call management strategies.
• Advised in the monitoring, resolution, and reporting of all connectivity issues and application problems.
• Generated customer SLA’s and ensured they were met by the support team.
• Publicized continuously evolving processes for troubleshooting worldwide infrastructure.
• Triage and root cause analysis for escalated support cases.
• Authored and delivered training for the on-call dashboard process.
• Composed and responsible for delivering metrics on an organization wide SharePoint database for On-Call alerts.
Sun MicrosystemsProgram Manager
Nov. 2000 - Oct. 2003Menlo Park, California, United States• Managed projects and the correlating teams tasked to develop and implement new software.
• Initially acquired resources for all major projects, i.e. all personnel, engineering
specifications and marketing specifications.
• Managed the team responsible for strategic analysis of processes and built
relationships with the customer base, which in turn , increased customer retention.
• Managed the team responsible for developing internal and external training for major product releases.
• Created the Beta/Early Access process for the product line to ensure that the voice of the customer was represented in the product development phase.
• Assembled team and processes around escalation handling, patch creation
and distribution, bug fixing and integration.
• Implemented and staffed a release engineering scheme for patches successfully worked with the central Release Engineering group to integrate
the patch build process into their standard framework to afford Sun the
opportunity to quickly resolve customer issues.
• Built escalation handling processes and worked with the other escalation managers to build processes and standardize metrics.
Eastman Kodak CompanyCustomer Support Manager
Feb. 1996 - Nov. 2000Fremont, California, United States• Managed a team of 11 support representatives to deliver world-class support in
the medical equipment field.
• Conducted employee evaluations and developed career path goals.
• Responsible for maintaining individual relationships with hospital executives.
• Develop front-line support processes based on information received from
Kodak customers.
• Developed metrics allowing for large-scale reassessment of existing processes
and afforded the organization the opportunity to restructure accordingly.
• Developed web-tools to automatically deliver contract negotiation
information and necessary system upgrade requirements.
• Effective resolution of customer escalation leading to a 98% customer retention rate. • Created a work environment and atmosphere that both engages and challenged the support staff which after the first year led to a 100% staff retention rate.
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