Dave Latimer Email & Phone Number

Redmond, Washington, United States

Redmond, Wa

• Produce highly detailed Statement of Compliance (SOC’s) to Mobile Operators and OEM’s for Windows Phone. Performed comparative analysis of Mobile Operators and OEM requirements to Windows Phone specifications.• Debugged and re-wrote complex scripts which converted raw excel data to Mobile Operators and OEM’s formatted SOC’s, updating supporting documentation.• Managed SQL database that retained all Mobile Operator and OEM requirements and Windows Phone Capabilities. Documenting and managing all defects to SQL Database, writing new specifications for new features, and completing all End User testing.

• Program manager/Function Analyst on successful launch of $12m wireless E-commerce site that generates over $400m gross revenue annually to AT&T.• Provided process for implementation, testing and delivery of key technical elements for the new site design.• Subject Matter Expert on technical issues, site content and functionality • Managed project Change Management process and related technical changes during UAT testing• Produced executive level detailed reporting of project for review and approvals.

• Program manager supporting Windows Mobile OEM customers, (Samsung specific).• Produced executive level detailed weekly, monthly, and quarterly reporting of current issues, progress of development, and change requests status updates.• Managed defects and change request delivery schedule, providing customer with delivery dates of hotfixes and new OEM builds.• Developed detailed specifications for customer requested changes to OEM builds.• Documented detailed flows of internal processes, including filing new bugs, Triage processes, and approval process to fix defects.

• Developed and implemented new processes and tools for release management of Microsoft's Audience Intelligence group new technologies, resulting in significant reductions in releases to world delays and postponements.• Managed key relationships and initiated cross team collaborations between Systems Engineering and the Development team resulting in improved communications and service deliveries. • Developed specification that produced detailed Key Performance Indicators (KPI’s) for Systems Engineering and Audience Intelligence internal customers.

• Sole point-of-contact to OEM customers working within Microsoft, a pivotal role that required outstanding creative problem-solving skills and the ability to build effective working relationships.• Subject Matter expert on technical content of Microsoft products being shipped by Original Equipment Manufacturers (OEM’s) resulting in over $500m in revenue to Microsoft. • Consistently achieved annual customer contract sales in excess of $350K, selling upgrades to contracts to fulfill additional customer needs.• Responsible for the escalations, resolutions, tracking and reporting of strategic OEM customer’s technical issues which include WHQL logo submissions, ship stopping bug issues and highly technical issues.• Developed long term relationships with Premier Support Engineers, Windows Sustained Engineering Reps, Development Engineers, and Product Managers that resulted in resolution of Operating Systems and Hardware-related problems as they related to Microsoft and OEM customer products. • Credited by Samsung’s Senior VP of Manufacturing with the most successful OS launch cycle in their history, being the first computer manufacturer in Korea to ship XP.• Produced and presented programs and training information for existing and upcoming OS, service packs and tool releases, and services offered by Microsoft. Including operations and planning presentations to Korean, Japanese, and American customers, providing critical key information to customers on contract usage.• Conducted research and provided detailed analysis on hundreds of highly technical issues annually, providing solutions that allowed OEM customers to ship products that included Windows XP, Windows Server, Windows Storage Server and other Microsoft products.• Completed deployment cycle of 5 new operating systems, multiple service pack update releases, and hundreds of hotfixes.

• Supported Enterprise customers with installation, deployment, and systems utilization issues for Management Server 1.2 and 2.0. Responsible for troubleshooting customer issues, reproducing problems, identifying bugs, documenting issues and the resolution of technical issues and problems. • Support included SMS 1.2, SMS 2.0 and Windows OS and SMS service packs. • Credited as the highest case closer during a 6-month review cycle, identifying and resolving over 200 bugs during this time period.• Publication of 50+ Knowledge base articles on product usage, installation of hotfixes, and describing error conditions or bugs in products.

• Managed the Desktop Support group for Puget Sound Energy, a Fortune 500 corporation.• Responsible for supervision of 27 support engineers and oversight of all technical issues. • Desktop support included Network support for 2,500 customers, legacy support of Mainframe connectivity technologies, printing support and all hardware/software support issues for the company.• Solely responsible for legacy application conversion and testing on Window 95 and NT 4.0. • Designed and implemented new processes and tools that tracked all customer-related issues, reducing time-to-solution and improving internal customer satisfaction. • Responsible for technical support on mission-critical tools used by corporate VP’s in running the day to day business.

• Supervised 24 Support engineers responsible for supporting more than 12,000 desktop machines on the Microsoft Campus.• Responsible for technical overview of all support delivery for any hardware/software issues filed by Microsoft employees to helpdesk, that escalated to the field.• Recognized for having the highest closure rate of issues as a Tech Lead, in addition to managing the team that closed the most cases of any Entex team working onsite at Microsoft.