Daryl Lang Email & Phone Number

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.

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.

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.

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.

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.

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.

Ms, Computer Science

Bachelor Of Science (B.S.), Computer Science