Daryl Lang

Daryl Lang Email and Phone Number

Manager, Software Sustaining Engineering @ TransLogic, a Swisslog Healthcare company
Daryl Lang's Location
Aurora, Colorado, United States, United States
Daryl Lang's Contact Details
About Daryl Lang

Experienced software engineering leader with over 20 years of expertise in managing global teams, resolving critical escalations, and delivering high-quality, mission-critical enterprise software. I specialize in sustaining engineering, driving process improvements, and ensuring timely resolution of customer issues. With a strong background in Agile/Scrum and waterfall development, I’ve led cross-functional teams through complex technical challenges, improved customer satisfaction, and streamlined operations. Passionate about aligning technical solutions with business goals, I thrive on delivering reliable software products while fostering a customer-centric approach.

Daryl Lang's Current Company Details
TransLogic, a Swisslog Healthcare company

Translogic, A Swisslog Healthcare Company

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Manager, Software Sustaining Engineering
Daryl Lang Work Experience Details
  • Translogic, A Swisslog Healthcare Company
    Manager, Software Sustaining Engineering
    Translogic, A Swisslog Healthcare Company Jan 2023 - Present
    Broomfield, Colorado, Us
    • Lead engineering support for the Customer Care Center (Tier I and II), facilitating the investigation and resolution of customer-reported issues with the Pneumatic Tube System (PTS).• Collaborate with Regional Service Managers to prioritize software defects, ensuring timely resolutions based on business impact and customer needs.• Oversee the full lifecycle of sustaining software development, including defect prioritization, assignment of development tasks, and implementation of software changes.• Utilize Agile/Scrum methodologies to guide the team, coordinate sprints, and ensure efficient and quality delivery of software fixes and improvements.• Monitor code reviews, code inspections, and ensure adherence to best practices to maintain code quality and stability.• Manage customer-facing support activities by ensuring service-impacting issues are addressed appropriately, tracking progress, and communicating updates to customers.• Provide redirection and technical guidance as necessary to maintain momentum on critical investigations, balancing urgent cases with older unresolved ones.• Coordinate with SQA to ensure testing support for hotfixes and service packs is available and properly integrated into the development process.• Manage the release of critical hotfixes and service packs, ensuring the continuous improvement of the PTS software's reliability and performance.
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  • Casa Systems, Inc.
    Technical Manager - Post Sales Support
    Casa Systems, Inc. Jun 2016 - Nov 2022
    Andover, Massachusetts, Us
    • Managed day-to-day operations of a team of Technical Support Engineers providing support to customers using Casa Systems’ Cable Modem Termination System (CMTS) products. Provided management support and technical guidance to engineers addressing challenging technical issues (e.g., offline modems, no internet service). Worked with major multiple-system operators (MSOs) worldwide to restore service and investigate root causes.• Managed case workflows in Salesforce for customer tickets, monitoring various data points to ensure team members worked on and updated tickets appropriately. Ensured compliance with internal processes, providing feedback where improvement was needed. Collaborated with team members to reduce ticket aging and enhance customer communication.• Ensured 12x7 coverage for incoming customer tickets by managing weekend and holiday schedules, and overseeing triage for incoming emails and voice calls.• Developed solutions to monitor CMTS systems and recover from outages, including server/client scripts, email reporting, and detailed event logs. These solutions successfully resolved multiple outages per day and were integrated into the official product the following year.• Supported interviewing, onboarding, and training new team members on support processes and CMTS fundamentals.• Designed solutions for data collection from customer systems for monitoring and analysis. Created scripts to capture and export data to CSV format, and developed Excel pivot tables by transforming the data as needed.
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  • Avaya
    Senior Manager - Sustaining Engineering
    Avaya Oct 2011 - Sep 2015
    Morristown, New Jersey, Us
    • Managed a team of development and support engineers across the US and India, providing product support for enterprise mission-critical reporting solutions. This included investigating and resolving product, configuration, performance, and database issues, as well as implementing code changes to address product defects.• Consistently identified gaps in support processes and successfully designed, trained, and enforced improved processes, reducing time to resolve engagements by approximately 15% in the first 6 months.• Increased the publication of Knowledge Base articles by the team, ensuring clarity and completeness. This effort reduced issue escalation from the Services team to the Design team by about 5% each month.• Served as the single point of contact (SPOC) for executive escalations, coordinating action plans and communication to resolve issues faster and improve customer satisfaction. Led the root cause analysis process, frequently identifying significant improvements or preventive actions.• Tracked and reviewed key performance indicators to ensure alignment with service level objectives. Developed action plans to address any areas falling short. Published weekly executive reports on team performance, trends, and escalations visible to executives.• Enhanced product quality by reviewing product requirements, offering feedback on product releases, reviewing customer-facing documents, participating in code inspections, and installing/evaluating product releases in the development lab.• Performed standard management activities, including performance appraisals, career development, and training support. My team rated me 4.38 out of 5.0, placing me in the top 16% within my organization and top 24% of all company managers.• Nominated and successfully led the team to win the Business Unit Achievement Award.
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  • Avaya
    Process Improvement Manager
    Avaya Sep 2010 - Oct 2011
    Morristown, New Jersey, Us
    • Managed a team of associates, providing regular feedback, coaching, and support in their day-to-day duties and process improvement initiatives.• Led high-impact projects and initiatives aimed at identifying and eliminating process gaps that contributed to customer dissatisfaction, driving significant improvements in business operations.• Acted as a change agent, promoting and institutionalizing business process improvement initiatives through the application of Lean tools and methodologies.• Conducted regular project reviews with leadership, tracking progress, addressing issues, and working to reduce waste and variation in key business processes.
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  • Avaya
    Critical Escalation Manager
    Avaya Jun 2006 - Sep 2010
    Morristown, New Jersey, Us
    • Managed critical customer escalations for the Contact Center Solutions organization, supporting several enterprise mission-critical solutions.• Led cross-functional teams in addressing complex escalated issues, communicating with customers and executives on status, progress, next steps, and ETAs. Developed, owned, and drove action plans for resolution, coordinating internal and external calls to ensure progress on work items.• Published weekly executive reports on critical escalations, providing a concise overview of the situation, high-level action plans, customer sentiment, and other relevant details.• Provided on-premise support at customer locations, managing investigations and coordinating activities to ensure effective progress and positive outcomes.• Served as Budget Manager, overseeing the organization's operational and capital budgets. Tracked expenses against funding, collaborated with managers to draft and submit capital approval requests, and provided regular budget reports to the management team.
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  • Avaya
    Software Development Engineer
    Avaya May 1996 - Jun 2006
    Morristown, New Jersey, Us
    • Lead developer for complex, enterprise mission-critical software solutions, utilizing waterfall development methodologies.• Provided C++ software development across multiple product releases, from design and requirements gathering through to product launch. Collaborated with System Engineering, Documentation, Quality Assurance, Globalization, and Services teams to ensure the delivery of high-quality products.• Delivered product training and customer demonstrations at trade shows, contributing to product adoption and customer satisfaction.• Awarded the Golden Pyramid Business Unit Award for excellence in product quality.• Implemented solutions across a wide range of technologies, from Windows user interfaces to back-end systems, specializing in object-oriented C++ development.• Undertook various additional assignments, including system engineering, project management, build integration management, and installation development.• Provided R&D support to investigate and resolve product and implementation issues for enterprise mission-critical softphone and reporting solutions.
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Daryl Lang Skills

Telecommunications Telephony Software Development Troubleshooting Voip Unified Communications Call Centers Customer Support Enterprise Software Product Support Tcp/ip Leadership Escalation Process Avaya Technologies Sip Technical Support Customer Oriented Perl Management Project Management Team Management Process Improvement Shell Scripting Support Engineers Visual C++ Sql Contact Centers Internet Protocol Suite Product Design Support Site Planning Product Design Java Red Hat Linux Activemq Avaya Products Business Process Improvement Voice Over Ip Agile And Waterfall Methodologies Vmware Tapi Object Oriented Software Xml Customer Satisfaction Citrix Zendesk Salesforce.com Docsis

Daryl Lang Education Details

  • University Of Southern California
    University Of Southern California
    Computer Science
  • Prairie View A&M University
    Prairie View A&M University
    Computer Science

Frequently Asked Questions about Daryl Lang

What company does Daryl Lang work for?

Daryl Lang works for Translogic, A Swisslog Healthcare Company

What is Daryl Lang's role at the current company?

Daryl Lang's current role is Manager, Software Sustaining Engineering.

What is Daryl Lang's email address?

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What is Daryl Lang's direct phone number?

Daryl Lang's direct phone number is +172089*****

What schools did Daryl Lang attend?

Daryl Lang attended University Of Southern California, Prairie View A&m University.

What skills is Daryl Lang known for?

Daryl Lang has skills like Telecommunications, Telephony, Software Development, Troubleshooting, Voip, Unified Communications, Call Centers, Customer Support, Enterprise Software, Product Support, Tcp/ip, Leadership.

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