Bob Millar Email & Phone Number

Managed and expanded a diverse team of individuals responsible for supporting and maintaining Parkeon's line of network based parking and transit systems. The support group included in-house helpdesk engineers as well as a field team distributed across the US. I managed customer escalations, maintained deployment schedules, arranged installations, created training programs, directed IT resources, and insured that new software was quality tested before release to the US customer base.

Blue Coat acquired Packeteer.Managed and staffed a multi-level technical support group for Blue Coat’s line of Linux and Windows based Wide Area File Sharing servers. (Internet based) This team was created to provide 24x7 support while intermeshing with our other support centers around the world. Established new processes and service level agreements to accommodate a wide range of corporate requirements. Directed the development of training materials, technical documents, and field bulletins for use by company employees as well as corporate partners. Created warranty programs, tiered support plans, and other customer support offerings all designed to increase customer satisfaction and enhance revenue. Carried a 24x7 cell phone for after-hours situations.

Packeteer acquired Tacit Networks.Expanded and managed a level-3 support team for a WAN based Windows and Linux product offering. The group included in-house as well as remotely located engineers.

Built a support team to help company transition beyond start-up status. Provided 24x7 escalation support for our outsourced L1/2 service organization. Performed TAM duties for our large channel partner. Established new policies to enhance customer satisfaction while improving revenue.

Inrange was acquired by CNTCreated, staffed, and managed an engineering group dedicated to the support and development of enterprise class Fibre Channel directors. This was a 24x7 engineering group that diagnosed escalated issues and developed software for both emergency patches and maintenance releases.

Created and staffed a department whose goal was to insulate the development engineering staff from field issues. Chaired customer escalation calls to insure that the proper resources were engaged. Created new procedures for escalations from field support into engineering. Provided 24x7 technical support. Worked closely with the service organization to analyze data, solve problems, provide root cause analysis, and provide advanced engineering support for critical situation meetings with the customer.

Managed the engineering department responsible for the development and support of consumer class smart card terminals for use in the POS industry. The department included hardware development, software development, and mechanical design.