Dan Russ Email and Phone Number

Customer Support Manager – Motorola STARCOM21Provide customers a single point of contact to discuss concerns and drive corrective actions to closure.-Manage and maintain services scope as per services contract -Ensure that Customers receive appropriate and timely reporting as required by the Services Contract.-Manage sub-contractors deliverables and adherence to agreed scope and outcomes.-Manage product quality issues as needed (FSB’S)-Engage as needed in the case management process to ensure proper service delivery-Assist partners and vendors as needed with payment and billing issues-Identify and implement areas for improvement to ensure improved service quality and best practice delivery.--Work with National System Service (NSS) for contract loading, renewals, and service contract change order requests.-Interface with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery

Responsible for installation, upgrade and integration of Intelligent Middleware applications for customer communication systems. • Provided remote support to field personnel for customer upgrades • Performed onsite upgrades and testing of customer equipment after upgrades complete• Customer consultations to plan site visits and upgrades

Responsible for Test planning and management of network transport devices and software. Test plan creation and test case design. Resource management and performance management of test architects and test team. Manage system test activities to align with quality goals budget and schedule constraints. Responsible for system level Risk Identification and mitigation working with development teams and program management teams.

Integrate new products in test lab, Install and verify functionality of new software. Identification and execution of appropriate test cases. Identification and Investigation of software and system issues.