A goal oriented Manager with experience in project management, business development and engineering. Principal strengths include managing all phases of operations, strategic and tactical customer projects and direct line responsibility in fast paced customer-focused environment. Exceptional problem solving, communications, and multi-tasking skills with expertise in:
Process methodology Analysis Process Mapping Cross-functional Problem Solving
Business Development Field Operations Financial P&L
Quality ISO 9000 Product Reliability Customer Interface/Support
New Product Development Process Improvement IT Service Management (ITSM)
PROFESSIONAL EXPERIENCE
JR’s IT Service Management (ITSM) - Temecula, CA 2008 - Present
Owner
IT Services Management consulting to small business, (PC) computer sales and service, training, and 7x24 contract services.
• Provide small business with day to day IT network infrastructure support, i.e. desktop and server maintenance.
• Including services;
 On site desktop support for virus and spyware issues,
 Email and web accessing issues,
 (OS) Operating system configuration and driver issues,
 Printing configuration issues,
 IT project management service support based on customer needs.
CELERITY GROUP, INC - Yorba Linda, CA 2003 - 2008
Senior Engineering Product Applications Manager
Led and directed customer product and process improvements utilizing R&D engineering and process applications group. Customer liaison on complex chemical and gas issues for semiconductor capital equipment.
• Drove solutions across product development teams (primarily Development/Engineering, and Marketing Communications) through market requirements, product contract, and product release requirements.
• Managed product efforts on an ongoing basis with internal teams and third party providers as appropriate.
• Coordinating with teams regionally to ensure successful delivery of product into defined Asian markets.
• Project leader for a global (QMS) quality management system to track defects and detect product issues utilizing Oracle and Agile systems and custom software applications.
• Developed an applications / support team to ensure key customer satisfaction, resulting in a 60% increase in customer retention and fab nominations in Asia.
• Implemented weekly international teleconferences connecting worldwide regional sales and service offices with factory support to identify and solve product and customer issues.
• Implemented business processes to structure and improve technical (best known methods) communication between regional offices and customers i.e. worldwide internet distribution of MKT applications product-notes to regional offices and customers.
• Successfully transferred product support group to Allen, TX site while maintaining high customer response time.
APPLIED MATERIALS - Santa Clara, CA 2000 - 2003
Senior Manager, Field Operations
Provide business process development, performance and quality system initiatives in $1B revenue division. Developed field operations to provide customer satisfaction, field support, and installation / warranty P&L finances, and establish quality and operational business processes.
• Recruited strong candidates and developed a support team to ensure key customer satisfaction, resulting in repeat orders from a major Japanese customer.
• Worked close with customer and communicated customer needs and product performance to the division business management, engineering and manufacturing, which led into several product improvements.
• Developed and documented a closed loop ISO9000 business process to enable inter-division groups to work together and close customer reported reliability issues. This improved the communication of inter-division groups and reduced the cycle-time of product reliability non-conformances by 50%.
• Worked close with direct reports to develop a functional team that operates under clear common-sense documented business processes and strive for continuous improvement through training and quality documented processes.
• Represented TCG division as the spokesperson for the division, in eight-division group empowered to develop and implement policies to reduce installation cost. This led into cost reduction of 15%.
SILICON VALLEY GROUP INC. - San Jose, CA 1990 - 2000
Manager Support Engineering
Developed and directed the activities of support engineering (15 direct reports) through the use of well defined ISO9000 business processes, resulting in total customer (internal and external) satisfaction.
• Directed and implemented the introduction of new products, by documenting NPDP plans including service support plan, factory preparation and operational processes to ensure close loop communication.
• Leader of several cross functional teams that established, documented and implemented closed loop business processes for the division i.e. ECO, reliability engineering, product improvement, employee motivation and communication and other. Reduced Engineering Change Orders cycle time by 35%.
• Developed, trained and administered ISO 9001 training on the 20 sections of the ISO 9000 standard, including quality policy, standard operating procedures, and work instructions. This led the improvement of customer satisfaction group operation efficiency by 50%.
• Planned, organized and directed polices and processes to establish support engineering, by establishing value-added innovative processes for field service and customers, in efficient and effective manner.
• Developed and implemented processes and methodologies to structure and improve customer and service communication i.e. service and customer documentation, including electronic documentation and distribution through the internet, customer escalation and other closed loop processes.
• Planned, organized and directed the implementation of worldwide customer system reliability retrofit upgrade program, resulting in 50% higher systems up time.
• Identified and recommended strategic implementation of processes for establishing a Technical Support Department.
SILICON VALLEY GROUP, INC. - East Fishkill, NY 1990 - 1991
Customer Site Manager
Customer Site Manager contracted at IBM-East Fishkill, NY, at Advance Semiconductor Technology Center, coordinating the on site service operation with seven direct reports, responsible for installations, major retrofits, engineering changes and the maintenance of semiconductor track equipment.
• Demonstrated total customer satisfaction by fulfilling customer (IBM) requirements through weekly progress status meetings and site up-time statistical reports.
• Coordinated the scheduling of three-shift service contract coverage resulting in 100% system uptime.
• Staffed the local field office by hiring four additional service engineers and computerized spare parts inventory.
PERKIN-ELMER CORP. - Norwalk, CT 1978 - 1990
Manager Support Engineering 1985 - 1990
Organized and directed support engineering functions with 10 direct reports assisting over 100 field service engineers worldwide as well as ensuring customer satisfaction.
• Delivered smooth transition of technical information from engineering and manufacturing to field service engineers to meet customer's installation and operational needs, thus increasing service engineers training knowledge.
• Developed procedures and programs to ensure timely and efficient implementation of key technical features as retrofits, upgrades and improvements thus obtaining optimum product performance.
• Introduced service support documents, pre-site survey documents, installation manuals, customer escalation procedures and new product introduction guidelines that reduced installation by 35%.
Applications Support Engineer 1982-1985
Visited and consulted domestic and international customer sites to analyze and provide recommendation to technical problems and customer needs.
EDUCATION
BA - Business Administration - Post College, Waterbury, CT
AS - Electrical Technology - Norwalk State Technical College, Norwalk, CT
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