Cedric Burns Email & Phone Number

Trinity, Nc, Us

Us

Noida, Uttar Pradesh, In

I led the client's North America Corporate Quality Group data service program. The program provided monthly, quarterly, and annual Quality KPI (Customer Satisfaction ratings, Service Call, Warranty Costs, and Not Right First Time) performance trend analysis and root cause analysis. In collaboration with the North America Factory Data analysts, Quality Directors, and Global Quality Data group, standard models and reporting automations for NRFT, Supplier Quality performance, and daily service call trends were developed leveraging Excel and DAX technology.

Noida, Uttar Pradesh, In

Leader of the client's global Remote Technical Support delivery transformation program. Responsibilities included: Delivering the contracted productivity performance and cost reduction targets for Remote Technical Support and Professional Services, understanding the client's requirements and constraints, and coaching and managing project and technical managers of varying skill and experience levels. A 20% productivity improvement was achieved within the first 24 months working with operations, the customer, and my own team through organization redesign, service delivery process redesign, and robotic process automation implementation.As the global Talent Acquisition Program leader for Remote Technical Support and Professional Services delivery, I worked Delivery Operation Directors and with corporate Talent Acquisition teams in Europe, Central America, and India and developed a program to meet a 7 month, 675 person hiring demand for new office locations in Romania, Portugal, Guatemala, and India. During the Covid lockdown, an additional 300 persons were onboarded due to churn.Agile methods were employed confirming the onboarding outlook versus total demand (transition + attrition) for each skill requirement and problems identifying candidates within the target country. During the Covid lockdowns in Europe, strategies were designed and implemented allowing broader latitude to higher remote workers with the correct language and technical skills match to work remotely in compliance with applicable country laws.

Noida, Uttar Pradesh, In

Customer facing Services delivery manager for a large team spread through the US, UK, and India responsible for ensuring the services delivery and services support processes were on track to for consistent high level performance cost effectively and efficiently through Service Management, Quality Management, and Technical Management. My other responsibilities included identifying customer desires and issues through maintaining excellent relationships with end users and stakeholders. The primary delivery services provisioned PLM delivery, Product Configuration Services, and Change Management services to a Fortune 500 client's global engineering team, while also leading the transformation of the application suite and IT infrastructure. The application space included PLM (Teamcenter and Windchill), CAD (NX and ProE), numerous CAE applications, Configuration Management (Clearcase and Accurev), and Change Management databases (Clearquest, Oracle Forms, and MS Access)During my tenure- the data center count reduced from 5 to 3, the server infrastructure architecture transitioned from physical (Sun) to Virtual (Red Hat Linux), and the database platform was standardized to Oracle. - Infrastructure controls were modernized through automated monitoring (Nagios), tighter Change and Configuration management (Puppet), and GIT Code Management (Bitbucket).-Software purchasing and licensing were standardized across the support site for better financial control and budget transparency- the local customer ticketing systems were centralized to Sysaid. The centralized system supported improved problem visibility for "follow the sun" operations- the Software problem management system was moved from ClearQuest to Jira

Norwalk, Connecticut, Us

Accountable for Product Configuration Data Management and Product Engineering Quality Management Systems. Installed a Quality Management IS governance process across the four US sites budget planning, improvement project prioritization, and metrics alignment, resulting in costs reductions of over $2M.

Norwalk, Connecticut, Us

Program manager of technology development programs within the Xerox Research & Technology centers for xerographic printing systems, leading the commercialization of technology sets critical to Xerox future product development. In collaboration with Lab managers and commercialization partners, plans were developed for integration into product roadmaps. Status reporting of progress, risks, and blockers were provided in monthly and quarterly Technology Reviews with Xerox senior executives.

Bsee, Optoelectronics

Lean Six Sigma Black Belt Certification

Education record

High School