Engineering Project Manager / Account Planner (2001 to 2006)
ØFunctioned as an Engineering Project Manager contact for Order Engineering into a virtual team, which includes Account Team, Sales Engineering, Project Management, Installation, Order Management, Order Planning, Network Integration, Network Software Services, and Customer representatives.
oManaged all correspondence for engineering issues and drove process improvements to ensure customer satisfaction and business success.
oInterfaced with Managed Service Partners for workload forecasting, scheduling, and escalation issues.
oMonitored and participated in Order Commit Process to ensure customer expectations and Nortel deliverables are aligned.
oValidated account forecasts and communicating account specific requirements that drove resources and skill sets.
oPartnered with delivery primes (Network Integrations, Network Software Services, Network Engineering and Installation) to deliver Plan and Build proposals for Enhanced Services within 3 days.
oMet with tools, process, and system owners on a weekly basis and drove process consistency and efficiency.Also made changes to the processes to ensure internal and external customers’ requirements are met.
oTeamed with customers to understand and develop their business and strategic direction.
oCollaborated with the Business Center to obtain accurate metrics to drive business efficiencies, reduce cost and increase margin.
Engineering Manager (1998-2001)
ØManaged operations, daily planning, engineering and resource allocation for Supply Chain Order Operations engineering function.
oManaged and budgeted a group of 10-20 engineers in all product lines (VoIP, AccessNode, DMS, Optical, and Wireless).
oEnsured customer satisfaction through quality standards and measures by evaluating the performance of tools and employees.
oReduced installation queries by 25% by streamlining business processes and strengthening internal quality.
oDeveloped and drove the implementation of new processes to increase employee and customer approval and to effectively manage the department, resulting in more effective documentation and project planning.
oAided in the creation of a new position (CIE-Customer Implementation Engineer) that merged Sales Proposals and Equipment Engineering, streamlining the business process by eliminating handoffs and reworks.
Customer Engineer (1996-1998)
ØResponsible for interpretation of existing contracts, order capture, and formation of customer relationships. Managed the customers’ projects from early identification and job planning to customer information capture through customer acceptance. Conducted customer information meetings to ensure accurate capture of detailed engineering requirements and to obtain customer approvals. Produced accurate and detailed specifications and drawings for the Manufacturing and Installation teams. Ensured all financials met Nortel Networks and customer contract requirements.
Senior Equipment Application Engineer (1996-1997)
ØAccountable for detailed engineering of initials and extensions for DMS, GPS and STP switches. Analyzed customer requirements to consistently prepare and to release in a timely manner accurate detailed engineering specifications and drawings. Supported Installation and Program Management teams to ensure a successful completion of the job. Coached and mentored new Equipment Application Engineers.
Site Team Leader / Network Technician (1995-1996)
ØEnsured Meridian Mail (MSM and GP) and Companion PCS systems were installed, tested and commissioned according to customer requirements, company commitments and corporate standards while adhering to critical schedules and budgets. Taught “Meridian Mail Installation and Upgrading” training courses.