Eric Schlutt Email & Phone Number

Bothell Wa

Network support engineer for uc operations

Responsible for leading a team that brought both hardware and software products from concept to general availability. Focus was on system platforms (CS1K, AS5300 and Communications Manager). Balanced bringing the product features to market in a costly manner to maximize profit and achieve high customer satisfaction.Introduced quality initiatives which led to a 12% decrease in release over release post GA field issues by using a defect analysis plan that identified issues in beta before field exposure.Reduced cost of post GA customer incidents by implementing tools to reduce the amount of time to identify and resolve issues in the field (14% reduction in time needed to close cases).Developed and delivered technical training on new products for the companies technical support organization.

Field Support Manager (2008 – 2010): Positioned for a role that’s main goal was to provide design support for post GA field incidents. In most cases the resolution was a software fix which needed identification, software coding, lab testing and deployment at a customer site.• Reduced company cost (70% reduction in engineer cost) by leveraging skills in low costs centers. Included identification, contracts, training and day to day management of vendors.• Led a multi-national team with engineers in United States, Canada, Russia, India, Vietnam and Turkey and implemented a follow the sun support model.• Reduced active backlog by 21% by creating a plan emphasized working oldest issues first.

Technical Support Manager (2004 – 2008): Recruited for a role that involved day to day people management of 19 technical support engineers. Included scheduling, salary/bonus planning, workload management and lab planning and scheduling. Lead executive level conference calls on hot customer issues and communicated status and action plans to resolve.• Reduced case backlog by 33%.• 20% improvement in CSAT scores in 1 year.• Initiated new graduate hiring and development program• Developed and implemented best practices/health check plans on CS1K product.• Developed NPI training for internal teams and business partners

Recruited for a role that involved day to day people management of 19 technical support engineers. Included scheduling, salary/bonus planning, workload management and lab planning and scheduling. Lead executive level conference calls on hot customer issues and communicated status and action plans to resolve.Reduced case backlog by 33%.20% improvement in CSAT scores in 1 year.Initiated new graduate hiring and development programDeveloped and implemented best practices/health check plans on CS1K product.Developed NPI training for internal teams and business partnersInstallation and Upgrade Support Leader (2000 - 2004): Established a team focused on helping the customer base keep current on supported software loads. Emphasis was on the CS1K product and involved building the team and skills necessary, writing detailed documentation guides and communicating the service benefits both internally and externally.Improved success rates on complex CS1K upgrades from a 45% upgrade rate to 98%. Led team that provided comprehensive upgrade documentation.Developed and provided upgrade programs for partners.Built the team and process' to allow for $5m in annual revenue for software upgrades.

Product Manager: Responsible for leading a team that brought both hardware and software products from concept to general availability. Focus was on system platforms (CS1K, AS5300 and Communications Manager). Balanced bringing the product features to market in a costly manner to maximize profit and achieve high customer satisfaction.• Introduced quality initiatives which led to a 12% decrease in release over release post GA field issues by using a defect analysis plan that identified issues in beta before field exposure.• Reduced cost of post GA customer incidents by implementing tools to reduce the amount of time to identify and resolve issues in the field (14% reduction in time needed to close cases).• Developed and delivered technical training on new products for the companies technical support organization.

Positioned for a role that's main goal was to provide design support for post GA field incidents. In most cases the resolution was a software fix which needed identification, software coding, lab testing and deployment at a customer site.Reduced company cost (70% reduction in engineer cost) by leveraging skills in low costs centers. Included identification, contracts, training and day to day management of vendors.Led a multi-national team with engineers; implemented a follow the sun support model.Reduced active backlog by 21% by creating a plan emphasized working oldest issues first.

Handled 1st and 2nd level customer incidents reported in to Nortel on the CS1K product line. Emphasis was on TDM based problems and included problem isolation, reproduction and field deployment of a fix.