Professional Summary:
Focused driven Product Engineer with 4 years of experience and a strong background in Product Quality, Customer Service, and Support Engineering.
Education:
University of Houston, Houston, TX, May 2007
Bachelor of Science in Computer Engineering
Work experience:
Hewlett-Packard
New Product Readiness Engineer September 2010 - Present
• NPI lead for the Customer Service Organization responsible for learning and introducing technically complex, major new software and hardware products and technologies which have critical worldwide impact on the organization.
• Drove product quality in early design stages with Design Team, EPM’s, Marketing, Operations, SQA, and other cross functional teams to ensure high quality of products.
• Participated in Design of Experiments to ensure possible critical issues customer may encounter are mitigated in early design phase by reviewing design drawings and schematics.
• Worked with learning all aspects of HP webOS products to ensure hardware and software issues are mitigated.
• Project Manage and work as a SME on all new product designs to help the Support Organization implement new support strategies based off new hardware/software designs.
• Successfully lead and implemented support strategies for the launch of the HP Veer on AT&T and the HP Pre 3 in EMEA.
• Assisted in planning and implementing training modules for all assigned product lines.
• Worked as a Technical Advisor for Touchpad post launch support in Hyderabad, India, working to mitigate escalated issues in a timely manner.
Hewlett-Packard September 2007- September 2010
Software Product Engineer
• Worked as a Support Engineer in the PSG Handheld Organization.
• Designed, implemented, tested, and validated software for real time handheld devices
• Provided Support Engineering on all released products and led in introducing new products to the support team.
• Responsible for creating technical documentation that helped call agents and customers solve device issues in a more efficient way and helped in reducing warranty cost.
• Worked with mitigating complex escalated issues from customers by debugging and managing issues with cross-functional teams such as: Engineering, Marketing, Sales, and Operations.
• Led in driving product quality with Engineering Operations teams in design phase of product.
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Special Projects:
Simulator for New Product Launch
• Created a Device Simulator for Call Center Agencies which helped aid in them solving customer issues more effectively and efficiently.
• Worked with AT&T guidelines to create a Device Simulator that would touch on all FAQ’s users would encounter with new product
• Reduced customer call-ins to Call Center and Warranty costs thro...
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