Work History

Work History
Oct 2007 - Jun 2009

Senior Program Training Manager

UTStarcom, Inc.
  • Defined turnaround strategy for critically delayed introduction of a new product/ software training methodology. Duties included P&L, Statement of Work development, RFP reviews, project (training) delivery and customer satisfaction. 
  • Oversaw financial performance, budget management ($2M+), and program quality control for international training programs. Increased training revenue by 200% to nearly $600K USD in 12 months, increasing service margins to 40% within the service organization. 
  • Facilitated the redesign of the training website and marketing collateral used by customers, employees and regional account teams to assist with Request for Proposals (RFP's) and Sales Quotes. 
Jan 2007 - Oct 2007

Senior Operations Manager- Europe & Americas

  • Increased service margins by 37%, with a 20% reduction in escalation center operating costs, by renegotiating vendor service contracts, reducing staffing requirements through process simplifications, and evaluating alternative support.
  • Negotiated a strategic service agreement with a large Carrier Provider that is "guaranteed" to produce cumulative service revenues in excess of $3 million annually over the contract's 2- year agreement.
  • Spearheaded and successfully implemented the company first International Customer Web Survey yielding a 40% completion rate in two different languages (English & Japanese) across six regions.
Sep 2004 - Dec 2006

Senior Program Analyst

  • Directed overall development and implementation of services concerning advanced product networking platforms and best practices to Competitive Local Exchange Carriers (CLECs). Managed a team of 20 engineers; consisting of a Contract Administrator, Call Agents, and Product Support Engineers. 
  • Accomplished successful innovation and implementation of a Web-based project time tracker database (the first of its kind) that provided senior management with real-time access to customer/ project activity. 
  • Managed team providing product escalation support to customers (100 plus wireline customers around the globe) for all UTStarcom products. 
Jul 2002 - Aug 2004

Senior Network Project Manager

3Com, Inc.
  • Monitored quality of call center operations in a live 24x7 environment; analyzed customer key indicators and achieved customer satisfaction ratings above 90% highly satisfied. 
  • Recruited by Vice President of Support to develop and Co- Author the companies first Service Level Agreement (SLA) under the TL9000 Certification Standards between the Support and R&D organizations. 
  • Worked closely with carrier customers such as Verizon, AT&T, Sprint, etc. with implementing 3Com products and integrating network to work with various other vendor products. 
1998 - 2002

Network Engineering Manager

  • Developed a Project Methodology for the implementation of Large Enterprise Voice over IP (VOIP) systems, while increasing customer satisfaction by 40% and improving on time delivery of product installations. 
  • Managed the relationships between Services and QA departments in the identification and prioritization of product and software defects for remote access platforms. 
  • Recruited, hired and managed a team of 20 Network Support Engineers, Call Center Agents and Lab Engineers supporting integration, installation, testing and debugging remote access systems. 
1994 - 1997

Network Escalation Engineer

US Robotics

Interfaced with R&D, Product Management, and System Test Group regarding product specifications and feature enhancements.Worked closely with carrier and service providers such as AOL, ATT, Sprint, etc. in designing networks, implementing USRobotics, Inc. products and integrating network to work with various other vendor products. 

Education

Education

Skills

Skills

Technical Skills

TECHNICAL PROFICIENCIES   Operating Systems: Windows NT/2000/XP, MAC OS x   Software Applications: MS Project, PowerPoint, Visio, McAfee, MS Office Suite, Lotus Notes, Outlook and Captivate   Networking: VOIP Protocols (SIP, H.248, MPLS), Remote Access (VPN/Dial Up), Carrier Network Infrastructure, TCP/IP, Switching, LAN/WAN, Routing, SNMP, PBX, AAA, and Wireless