Eric French Email & Phone Number

Seattle, Washington, United States

I lead the Client Success, DevOps and IT teams for Bsquare, a brand of Kontron. Responsibilities include:* Team management of worldwide 24/5 and weekend on-call DevOps teams (US/EMEA/AP)* Local and remote IT management including Windows/MacOS and Linux workstations, Azure Active Directory, Exchange and O365* Managing technical and procedural compliance, including leading annual audit responses and continuous improvement* Providing world-class customer support for customers ranging from startups to Fortune 500 organizations

Bellevue, Wa

I was responsible for worldwide operations and customer support for Bsquare's legacy DataV product, including:* Team management of worldwide 24/5 and weekend on-call DevOps teams (US/EMEA/AP)* Planning for short- and long- term initiatives for DevOps and Support groups* Evaluation of all legacy DevOps operating costs (labor, infrastructure, SaaS, etc.)* Lead company's annual SOC2 compliance efforts

Bellevue, Wa

I managed program and project management for Bsquare's DataV IoT platform for several Fortune 500 customers. Led a team of developers and quality assurance staff through custom solution development and execution over recurring engagements to ensure customer expectations, budgets and timelines were consistently met or exceeded.* Was responsible for full lifecycle project delivery, from SoW negotiation through post-completion review* Acted as primary liaison between customer and internal engineering and management teams* Utilized Scrum to ensure consistent, reliable small-increment delivery of updates to customer* Managed customer release cycles and environments

Seattle, Wa

Led the Operations and Customer Success Teams for IBM Bluemix Private Cloud, reporting directly to executive teams. My teams were responsible for the three phases of the customer experience post-signing: initial delivery, on-boarding, and continued support. * Team personnel management* Scheduling coverage and escalation management* Budget and financials* Incident management and emergency procedures, including post-mortem and RFO* Performance metrics and staff development* Customer satisfaction and managing the closed-loop feedback process

Seattle, Wa

Continuation of Customer Success Manager duties while leading a team of four CSMs. Responsible for account assignment, training, mentorship and staff development.

Seattle, Wa

Responsible for new customer onboarding, education, enablement and retention with account load of 30+ customers worldwide across legacy and current platforms. Built and curated in-house technical knowledge base. Acted as co-project manager for successful customer migration between data centers. Successfully assisted customers in migrating to IBM offerings or new hosting providers upon IBM's purchase of Blue Box Group in June 2015.

Seattle, Wa

Coordinated with customers to analyze, develop and implement unique solutions for a world-class managed hosting provider. Provided named accounts with class-leading support and a single escalation point to resolve issues and convey feedback.

Davis, Ca

I managed hardware and software procurement, installation and maintenance for 70 employee campus, including workstations, servers, laboratory devices, networking, licensing and VoIP telephony.

Elk Grove, Ca

Responsible for generation, curation, change management and proofreading of 510(k) submissions to FDA across multiple product lines. Collaborated with software engineering and marketing team to convey all aspects of product functionality in clear, concise documentation.

Roseville, Ca

Responsible for version testing for internal Title Insurance applications written in vb.NET and C#.NET. Installed, trained and maintained application server and client versions for 13+ sites across Western United States.