David Gwo Email & Phone Number

Pasadena, Ca

Technical Service & Maintenance Team Supervisor, Service & Maintenance Team 2014 – 2023Responsible for managing a technical support team to resolve issues that were reported from Thales’s Law Enforcement customer biometric systems:• Monitored on a daily basis on incoming customer issues, provided team members with technical consulting and coaching on issue diagnosing, root-causing, and resolution implementation.• Hosted weekly meeting with product teams to discuss the current status on issues that were escalated for root-cause and issue resolution. Also kept customer informed on issue status updates.• Worked with customers to identify improvement opportunities on Thales’s end-to-end Law Enforcement biometric solutions.• Worked with Thales’s upper management staff to identify process gaps between the service & maintenance team and other stakeholder teams, proposed and drove process improvement activities to be more cost effective in overall end-to-end operations. The stakeholder teams included Sales team, Solution management team, Product roadmap/development team, QA team, Solution deployment team, Inventory team, and Customer contract maintenance team.• Analyzed team level KPI quality matrix, identified areas that were below the expectation, and established plans to make improvement on individual performance in order to realign with the team performance goals.• Defined team member’s performance goals, observed team member’s behavior, solicited internal/external feedbacks, provided performance coaching, worked with underperformers on their improvement plan, and conducted year-end performance evaluation on team members.

Pasadena, California

System Solution Engineer, Technical Presales and System Solution Team 2011 – 2014Responsible for the technical presales system engineering tasks to support the overall contract bidding activities.• Studied the customer technical requirements, and proposed a potential solution to meet the requirements with an estimated cost which include the software customization, the engineering labor, and the hardware Bill of Material (BOM).• Conducted feature feasibility and impact assessment studies with product teams to estimate the solution customization effort (software and hardware). • Design/Implemented a demonstration system, and conduct demonstration of the Thales Biometric solution at the customer site which was part of the contract bidding processes.• Participated the benchmark system setup, collected and presented potential customer with the benchmark testing result which was also part of the contract bidding processes.

Richardson, Texas

Network Software Engineer, Network Design Team (Contractor)Responsible for designing, implementing, and testing a U.S. Air Force Satellite Communication network.• Designed and implemented network backbone for delivering audio, video, and data traffic between network in the aircraft and the network on the ground. The infrastructure includes Cisco 2591 ISR, Cisco 5940 ESR, Cisco 2600 Router, Cisco 2650 Switch, Alcatel-Lucent OmniSwitch 6855-14, Avionics Ballard BusBox, Wireless Access Point, HSD400i terminal product, and ISDN Gateway.• Implemented Cisco WAAS technology to optimize and to accelerate the TCP application traffic, e.g., video stream, between the air network and the ground network. Enabled WAAS Express in Cisco 2951 ISR, and enabled Cisco WCCP protocol in Cisco 5940 ESR to redirect traffic to vWAAS (WAE) for traffic optimization and acceleration. Configured vWAAS and WAAS Central Manager in VMWare ESX4.1 platform on an Extreme XPedite 7330 cPCI board.• Performed fault detection analysis on the Extreme XPedite 7330 cPCI board based on its BIT (Built-In-Test) software support.

Schaumburg, Illinois

Senior Staff System Engineer, System Design Team 2006 – 2009Responsible for leading the two-way radio feature development which include marketing requirements, customer requirements and use cases analysis, engineering analysis, requirement verification, deployment, and post-sale support. • Led new feature development across product teams in a two-way radio system, including transport network design, network management applications, and security solutions to ensure compliance with government regulations, i.e. NIST, FIPS, and DISA / DoD / STIG. • Directed a four-person network design team to create a fault-tolerant IP network to provide redundancy of application packet delivery and routing in the Motorola’s mission critical two-way radio system. • Facilitated feature development for rolling out the SNMPv3 network management protocol in entire two-way radio system to provide the secured network management functionalities.• Developed security solutions which included Router link encryption (FRF.17 for T1 / E1 and IPSec for Ethernet), Router Access Control List, LAN Switch MAC Port Lockdown (802.1x), Box Level Authentication, SSH, SNMPv3, Two-Factor Authentication/RADIUS, AAA, and Public Key Infrastructure (PKI) Certification ensuring compliance with government regulations.

Schaumburg, Illinois

Senior Staff Network Engineer, Network Transport Products Team 2000 – 2006Responsible for creating layer 2 / 3 configurations in routers and LAN switches, and deploying network management solutions in Motorola’s mission critical two-way radio system.• Created layer 2 / 3 protocol configurations to provide network backbone for the entire Motorola mission critical two-way radio system. Conducted design review with senior management to ensure the design fulfilled system requirements.• Verified and tested layer 2 / 3 protocol configurations based on sunny vs. failure scenarios to satisfy technical requirements.• Evaluated vendors’ products for network equipment and management solutions, leading the decision-making process to select the most cost effective solution for integration into the two-way radio system. • Led a four-person team comprised of a project manager, two development engineers and a system support operator, in the integration of the Netcool fault management solution into Motorola’s System Support Center. The development cycle as completed within one year from business case analysis to deployment resulting in a cost savings of $25M within 5 years. • Championed network configuration as the laboratory manager in setting up a two-way radio network supporting the box testing effort for the entire network design team.

Schaumburg, Illinois

Senior Software Engineer, Private Network Management Team 1995 – 2000Spearheaded a three-person software development team in developing the Network Management GUI solution in Motorola’s mission critical two-way radio system using C/C++, Java, TCL / Tk script, Interbase relational database, and Shlaer-Mellor Object-Oriented Methodology.

Itasca, Illinois

Senior Programmer AnalystResponsible for developing software modules to communicate with variety of cellular switches using ANSI C / C++.• Received the “Spotlight on Achievement Award” for delivering software within the time and resource budget with best quality.

Master, Computer Science

B.S., Computer Science