PROFESSIONAL SUMMARY:
• Technical Project Management experience coupled with a proven track record to assemble and rally both technical and non-technical talent to achieve a common goal through strong team dynamic
• Engineering talent with 12+ years of diversified experience leveraging various hardware and software systems
• Perseverant, organized, and highly-motivated attitude that believes in a passionate, lead-by-example style
• Particular strong suit in technical analysis/problem solving methods and high pressure crisis management
• The most important asset in any organization is its people; I possess a strong desire to establish/maintain an outstanding Customer Service perception via a verified ability to further team members toward their career goals
PROFESSIONAL EXPERIENCE:
SigmaTEK Systems, LLC, Cincinnati, OH June 2003 – Sept 2009
CAD/CAM Manufacturing Software Development Company responsible for SigmaNEST; engineering CAM software tailored to automatically optimize 2-D nesting efficiency, NC path origination, and CNC code file generation in the plate fabrication realm of manufacturing.
Technical Support Manager (Jan 2007 – Sept 2009)
• Established and was wholly responsible for a team of 16 individuals; now 8 AEs and 2 coordinators on the Support team, 4 Post specialists, and 2 R&D engineers
• Constructed an On-Boarding Process & Ability Matrix, guiding team member growth at any level of experience; began individual & team meetings and senior AE mentoring efforts, reducing learning curve from 90 to 45 days
• Established formal Job Descriptions for all positions and team leads, contributing to AE certification program
• Lead post department through adoption of improvement initiatives: (1) regular meetings addressing post throughput and technology shortcomings needing development attention, (2) master repository and new directory architecture, (3) beginnings of a post runoff process and matrix of supported machines
• Furthered departmental metrics: (1) developed public open/closed productivity tracking, (2) evolved activity & historical reports to real-time queries, (3) devised a “Hot List” targeting escalated issues
• Instituted a technical PO review enhancing the Customer Startup (CSU) process to include: (1) Regional Sales Manager (RSM) expectations, (2) install & training checklist, (3) run-off/trip report, (4) sign-off/survey significantly decreasing time to market
• Collaborated w/ CEO in pursuit of efficiency & profitability improvement initiatives:
o initiated change of onsite pricing structure, recouping approximately 75% of previously unpaid travel time
o defined company interaction between OEM & Machine Technology Group deployment of post processors
o devised new service product commercialization/marketing strategies (upgrade service product)
o directed AE talent to evolve training to a virtual level, target greater response w/ time-to-market measures
o Influenced upcoming IT transition from homespun Order Entry System to a purchase of one that can more readily be altered to streamline all company operations--- most specifically order processing
• Collaborated w/ Development (1) establishing a regular review of QA needs, (2) evolving various SigmaNEST system reports/user management utilities, (3) beginning the adoption of a QA Baseline Testing tool
Helpdesk Manager (June 2004 – Dec 2006)
• Assumed role as both a leader and contributor to the Technical Support Team, personally cultivating the group from 3 members to one of 6 Application Engineers (AEs) and 1 Technical Support Coordinator
• Raised Helpdesk utilization and awareness to an expectation of 100% capture of reported customer needs; this propelled Helpdesk to take root in company & RSMs to reference it as a reliable source of information
• Restructured training program format and scheduling, developed new detailed training curriculums to accompany, and worked w/ Marketing/Sales on Commercialization Strategies
• Instituted best practices policies for Helpdesk operations such as regular team meetings, closed loop QA registry, return case confirmation emails, greetings, signatures, data storage, & call back/on hold policies.
• Developed a company career growth-path philosophy, and successfully established Tech Support as a breeding ground for it; promoted individuals to other arenas like development, consulting, & sales/marketing
Applications Engineer (June 2003 – June 2004)
• Joined a customer focused, task/team oriented technical support team requiring the ability to recognize problem sources and deliver resolution quickly/efficiently to maintain vital customer manufacturing
• Conducted classroom-style training courses w/ customer onsite, in classroom, & via internet
• Orchestrated periodic onsite installations of SigmaNEST CAD/CAM software requiring ability to (1) seamlessly integrate product into various avenues of existing technical manufacturing systems, (2) educate those that would utilize the software, and (3) commission post processors for integrated CNC machines
• Demonstrated proof-of-concept & competitive analysis investigations as a resource for sales team
TechnoSoft, Inc., Cincinnati, OH Nov 1998 – March 2003
An Knowledge Based Engineering (KBE) Software Development Company of a Framework Architecture, AML.
Business Development, Project Management, and Customer Support (Jan 2001 – March 2003)
• Assessed potential customers from a wide range of technical implementation perspectives, exercising expertise of TechnoSoft products and resources, and their compatibility with existing client-side technology
• Contributed toward authoring sizable government level-proposal publications for Small Business Innovative Research (SBIR) and Dual User Science & Technology (DUS&T) contracts w/ defense contractors
• Attained a...
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