Summary
Senior engineering leader with experience in project management. Ability to build teams that deliver high quality software products on time and within budget. Adept at solving technical, process, and customer service problems as well as overseeing and integrating multiple development project timelines to ensure proper release timing with minimal overhead. Track record in taking ownership of development voids to ensure continuity with processes and technologies.
Key Skills
PROJECT MANAGEMENT: Experienced in all phases of project development to create greater time and cost efficiency. Member of PMI®. PMP® certification application has been approved.
PROBLEM SOLVING: Focus on solving problems, not symptoms. Uses various problem solving styles based on the nature of the problem itself.
COMMUNICATIONS: Created highly effective written and verbal presentations.
SOFTWARE DEVELOPMENT: As team leader and individual contributor, worked on high up-time, scalable, telecommunications systems. Experience with all phases of software development life cycle including requirements gathering, analysis, design, development, Quality Assurance compliance, testing and maintenance. Provide accurate task estimations based on project requirements and scope.
PLATFORM EXPERTISE: Highly skilled in C and C++ on Unix, Linux, and Microsoft, MS Office VBA, and Perl scripting.
TEAM BUILDING: Built, mentored, and managed teams of software developers, project managers, validation engineers, technical support personnel, and escalation managers.
CUSTOMER SERVICE: Improved internal support processes, defined customer support policies, reduced time to get software fixes to customer, and met monthly with dealer channel to improve support and service.
PRODUCT MANAGEMENT: Experience in requirements gathering, product definition and product road maps.
Experience
MITEL NETWORKS & INTER-TEL INTEGRATED SYSTEMS, Mesa, AZ 6/94 – 3/14
(The two companies, specialists in creating small/medium business telecommunications systems, merged in 2007)
Senior Software Development Manager for Outsourcing (9/07 – 3/14)
Restructured an international development lab’s independent processes to align with corporate engineering development processes. Provided project management guidance to 14 member remote development team for Very Small Business (VSB) telecommunications platform.
Provided project management, technical assistance, and code insight to 19 member remote development team for Small/Medium Business (SMB) telecommunications platform.
Upon redistribution of domestic resources, solely built, maintained and transitioned multiple disparate code bases for numerous peripheral products, some of which had been untouched for many years with no supporting documentation or remaining subject matter experts. Products included licensing applications, digital phone applications, and embedded applications, including DSP development.
Sole software development responsibilities on a critical time to market effort to take recently outsourced product to the Australian market. Work included call processing, trunk interface, and DSP code changes needed to achieve regulatory approvals in the region. Served as backup project manager.
Identified opportunities to make the product more sustainable via improved testing and diagnostic tools.
Took ownership of creating and disseminating product support metrics for the entire R&D organization on defect aging and time to resolution to meet our company’s service level agreements with our customers. Resolved many underlying issues, including problems with the data sets, which led to an increase in overall performance. Technologies/Applications: Microsoft Excel, Microsoft PowerPoint, Microsoft Office VBA, Google Mail, Microsoft Exchange Server, Rational ClearCase/ClearQuest, BMC Remedy, Serena Dimensions, & Oracle 11i.
Scheduled and produced patch releases and service packs to achieve service level agreements with customers.
Worked with global Product Support team to implement improved policies for escalation and product End-of-Support/End-of-Life.
Managed a 25 engineer team responsible for call processing and external voice mail applications following the merger of Inter-Tel and Mitel.
Guided the sustaining effort for several high profit products using processes prepared at Inter-Tel.
Involved in project management for new software releases and helped to coordinate numerous products with simultaneous release schedules to support branding and integration with the Mitel product line. Tools: Microsoft Project
Systems Engineer & Product Line Manager (4/05 – 9/07)
Part of a new team created to pilot a new methodology for product planning focusing on market needs.
In the role of Systems Engineer of the company’s next generation telecommunications platform, took requirements from the Product Line Manager and Marketing teams and translated them into engineering requirements that developers could then use to perform feature analysis and scheduling.
Assumed the role of Product Line Manager of same product.
Worked on competitive systems analyses. Set up competitors’ products in the lab to identify product improvement and competitive opportunities. This lab was also used to evaluate numerous third party products.
Evaluated new technologies and industry trends including VoIP, security, and emerging protocols, such as SIP.
Worked with several companies to explore possible strategic partnerships and licensing agreements.
Director of Product Support Engineering (4/01 – 4/05)
Created and managed a team of approximately 25 software engineers, top tier technical support personnel, project and escalation managers as well as validation engineers. The sole purpose of the team was to take on all product field support and sustaining issues allowing the development teams to focus on new feature development.
Created numerous product support proce...
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