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CUSTOMER FOCUSED, DEVELOPMENT LEADERSHIP
Specialty Software Products / General Management
PROFILE: Results driven, accomplished senior professional with more than 20 years of experience in management of business operations and commercial software applications. A team leader with strong communication, analytical, process and problem solving skills. Expertise in synthesizing customer requirements, generating business / project plans, process improvements and executing innovative new product introductions. Solution-based, research oriented, enthusiastic management professional who has created value for customers and companies.
HIGHLIGHTS OF QUALIFICATIONS
• Client Retention Management • Quality & Vendor Management • Problem Resolution
• New Product Implementation • Operations & Global Management • Strategic Planning
• Excellent Communication Skills • Project & Risk Management • Team Player and Leader
Led the creation of a company wide vision statement and associated strategies. Trained and assisted multiple departments in creation of their own vision/strategy in support of companies along with implementation of tactics. Impact: Improved morale and transformation of the working environment. Within 2 years we went from losing money to being a profitable division.
Managed the department to success by exceeding the customers’ expectations and ever increasing demands for quality and on-time delivery while decreasing internal costs. Result: Achieved 97% on time delivery of software projects, all were within budget, meeting or exceeding quality objectives.
Implemented monthly operations meetings for analysis of metrics across the support and installation teams then identified new measurements that would bring value to the business. Collaborated with other departments to establish quality improvement action plans. Impact: Better communication/understanding between sales, operations and installations. Improved customer satisfaction, as measured by a decrease in the average call wait time, reduction in customer support calls and an increase in support productivity.
Created a formal development contract document that explicitly defined the deliverables, timeframes, roles, expenses and expectations between software development and the rest of the company. Trained the teams on how to use this document and held checkpoint meetings to communicate. Impacts: Inter departmental expectations were clearly defined, each department was fully engaged to support a product release and release intervals were reduced from 13 to 4 months. More sales opportunities were made possible with the availability of new feature/functions in a timely fashion.
Analyzed development data points for software quality, problem resolution, beta installations and team building. In response, I generated baseline metrics for the establishment of quality improvement initiatives and stretch goals. Impact: Overall quality improvements and a 55% decrease in customer reported problems.
Created the Project Management Office (PMO) and collaborated with project managers/team leaders to create best practices and processes for implementing projects. Result: The successful delivery of two new product lines within 1 year, each exceeding all initial quality & cost objectives set for them.
Bachelors Degree Computer Science - University of Minnesota
Professional Streamlining the Product Development Process - California Institute of Technology
Professional AeA Executive Institute - Stanford
Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Project, ISO 9001, CMMI, PCI, C++, C, Agile Development, SDLC, Microsoft VBA, Microsoft Visio, EVA
OBJECTIVE: Seeking a leadership position utilizing problem solving, development and communication skills to provide an immediate impact in the area of Information Technology or Software Development.
D&J Technology Management, LLC Glendale, AZ 2008 - Present
Providing leadership and management in development of software applications, professional services, project management, program management and operations
Daitan Labs (Campinas, Brazil) Glendale, AZ 2008 - 2009
VP Customer Operations
Led the departments providing software engineering and professional services outsourcing Managed a $9M budget with 3 direct, 85 indirect reports and 15+ concurrent customer projects
Created strategies to coordinate engagements in multiple telecommunication areas covering all development phases for global customers, Implemented tactics to achieve optimal margins
Analyzed and approved business cases, focal point for customer communications in terms of operations, reported and recommended process improvements per project
Mentored Project Managers and reviewed project status, approved expenses / Invoices
Hospitality Solutions International (a division of MICROS) Scottsdale, AZ 2005 - 2008
VP Development & Operations 2006 - 2008
Led the development and operations support for Hospitality/Restaurant Point of Sale solutions
Managed a $8M budget with approximately 65 staff, 4 managers and 16 individual contributors
Implemented quality products within budget, achieving payment card industry (PCI) compliance
Communicated goals to project teams, improved customer service and expense forecasts
Managed employees within the Department, directed the establishment and maintenance of departmental practices and procedures, project reviews, team management, issue resolution
Director of Development 2005 - 2006
Led the software development, Quality Assurance (QA), product management, IT, training and documentation for Hospitality/Restaurant Point of Sale solutions, managed a $4M budget with 2 managers and 18 individual contributors
Established processes/ policies to support development, built morale and quality improvements
Lucent Technologies Phoenix, AZ 1987 - 2005
Senior Director 2001 - 2005
Managed multiple software development departments with a $30M budget, approximately 160 staff, 6 managers and 2 individual contributors
Collaborated on globalization of projects and companywide initiatives
Managed strategic development, QA and software development life cycle (SDLC)
Implemented quality improvements (CMMI) and completion of globalization activities
Led the development of products, consisting of hardware, software, and documentation from inception and specification through QA and acceptance by the customer
Director, Manager, Senior Engineer (AG Communication Systems, a division of Lucent) 1987 - 2001
Led a software development department with a $14M budget, collaborating with approximately 75 staff, 3 managers and 4 individual contributors
Creation of Project Management Office in support of development projects. Establishment of Quality Management System for ISO-9001 certification
Managed the concurrent development of innovative technical proposals and products, consisting of hardware, software, and documentation, trained team on Self-Directed Work Team (SDWT) techniques
Project Manager and Leader of a (SDWT) performing software development, software development on various Advanced Intelligent Network applications using C and Object Oriented Analysis and Design (OOA/OOD) techniques implemented in C++
Member - Minority Engineering Recruiting Team, Team Lead - University of Arizona Scholarship and Recruitment, Member - IEEE Communication Society, Member - Hotel Technology Next Generation, Member - Hospitality Financial & Technology Professionals