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ITIL Certified

3583 Sunnydale Court


San José, CA 95117
408-244-3265
PROFESSIONAL PROFILE
*
* ITIL certified Technical Sales and Engineering Manager in the IT networking a
nd telecommunications industry
* Experience in hiring, developing, training and managing pre and post sales en
gineers, technical support and logistics teams
* Extensive experience in customer relations and satisfaction
* Tactical and strategic planning for new product introductions and ongoing pro
duct/customer support strategies.
* Experience in support of large Enterprise Accounts
* Experience in Enterprise management systems
* Excellent presentation skills specializing in training seminar delivery and d
evelopment.
* Experience in start-up and new concept companies.
* Strong leadership skills that contribute to increase revenues and profitabili
ty
Major Achievements
* Instrumental in securing and supporting major multi-million dollar customer a
ccounts, Wells Fargo, Bank of America, Bear Sterns, Federal Reserve, Wells Fargo
, First Fidelity, First Union, and Charles Schwab.
* National Service Manager increased revenue by 50% as well as lowering costs b
y 15%.
* ITIL Certification
* Increased customer satisfaction form 75 to 90% within one year.
* Convert dissatisfied major customers into prime reference accounts.
* Created, launched and managed a complete new product marketing campaign that
realized approximately $1 million in revenue the first year.
* Planned and managed major school district infrastructure retrofit for 7 schoo
ls (140 node) under budget and early while the schools were in session with only
one minor class room outage.
* Sandia Labs, EDS, Wang U.K , Sprint Global, Hong Kong and Korean Telephone .
* Authored and managed the Customer Service Ombudsman program requiring all dir
ector and above to handle customer issues which lead to major improvement of cus
tomer satisfaction.
* Introduced new standards for Quality Control of all shipments reducing DOA, n
o trouble found returns mis-shipments and emergency reshipments.
* Manage corporate and field pre/post sales technical support engineers. Provid
e 3rd level technical and political escalation for customers.
* Supported numerous trade show including ITCA, GTC West, itSMF, Interop, Comde
x
* Speaker at the itSMF show in Long Beach.
* Vice Chairman NorCal itSMF membership committee and Member of National itSMF
Professional Experience
Pacific Western Technology, LTD Vice President Operations 02/08 to 11/08
Responsible for the operations, purchasing, financial planning, staffing the Cal
ifornia IT division. .
Pacific Western Technology, LTD Technical Service Manager 12/05 to 2/08
Provide project management of technical project goals and deliverables. Interfac
e with internal team members and external vendors to offer new technologies to c
ustomers. Establish project schedules and cost structure. Manage engineering tea
m activities and schedules.
Opticom Inc, Senior Systems Engineer 08/03 to 3//05
Provide pre- and post-sales support for domestic and international customers and
resellers for Opticom's SLM/SLA application
Introduced and educated customers and resellers on ITIL best practices and their
benefits.
Track speaker and open forum board member for Service Management Conference.
Wells Fargo Bank Capacity and Performance Analyst 02/01 to 03/03
Provide network performance analysis and capacity planning for design engineerin
g groups. Create and present training.. Provide vendor liaison to for all new pr
oduct beta and POC.
.
Sync Research Inc. Systems Engineering Manager 09/96 to 11/00
Responsible for managing pre/post-sales support personnel. Work with sales and m
arketing on introducing new product and service offerings. Manage and provide te
chnical support to most Major Accounts. Provide 3rd level onsite support for tec
hnical and customer domestic, international customers and resellers.
Selected as Support Person of the Year.
TyLink Corporation Manager of Systems Engineering and Technical Support 4/91 to
8/96
Manage corporate and field pre and post sales technical support engineers. Provi
de 3rd level technical and political escalation for customers.
Specialize in providing pre and post-technical sales support for direct and part
ner sales force. Supporting major domestic and international customer Create and
manage special projects and implementation. Member of engineering change and ne
w product design review boards. Interface with engineering, QA, and manufacturin
g regarding testing and integration issues
Avanti Communication National Service Manager 6/89 to 4/91
Responsible for hiring, developing, training and managing 50 person service depa
rtment of field engineers, national technical support engineers, logistic person
nel and trainers.
Selected for the Presidents Club and as Technical Support Person of the Year 3 t
imes.
Education & Training
* ITIL Certified
* Association of Management Certification
* Degree in Electronic Technology, Rhode Island School of Electronics
* 3com VOIP
* 3Com Convergence Networks
* Cisco CCNA Certification Course.
* HP SNMP Certification
* Concord -Net Health Certification
* Valencia Systems- Aruba Certification
* Sync Research -Envisage Network and Performance Management Certification
* TyLink TyView -Network Management and Frame Relay Performance Certification
References available upon request