Specializing in the application of next generation IIoT industrial logic controllers to the transportation vertical, with an emphasis on internal combustion petrol and diesel drivetrains.Specializing in customization of the application layer controlling the signaling layer of CANbus & GMlan networks of industrial logic controllers driving the physical layer input/output devices in hardened transportation mobile environments. Specific powertrain control platforms available by PM. Analysis and diagnosis of existing systems at the protocol, signaling, physical layers, reporting and corrective action available on request.

My dogs didn’t know who I was. My 92 year old grandmother didn’t know what planet she was on. Had to spend some time with the family to bolt things back together again.

Manage technical support, customer contact center, field services, and manufacturing quality control for VC funded accoustic detection technology vendor.• Provided 24x7 technical and operational support for 80+ surveillance networks globally, including domestic and international local police departments, international Federal Police, BATFE, FBI, and African game preserves.• Custodian of Record for forensic evidence submissions and expert testimony supporting Federal and Local prosecutions associated with accoustic detection. Worked extensively with both prosecution and defense on Kelly Frye technology certification proceedings. Responsible for all FOIA and Public Records Act responses.• Guided dozens of account transitions from customer prem based client/server systems to cloud hosted SaaS product. • Managed Tier 1 customer contact center, procedures, and protocols for emergency support of all systems including multilingual services.• Responsible for 24x7x365 uptime of all regional device networks and cloud services. Managed field service installers and technicians, including procedures for provisioning / troubleshooting proprietary milpsec hardware networks, wireless commercial radio and cellular backhaul networks, and VPN cloud connections.• Corrected quality control for proprietary hardware from contract manufacturer causing 50% environmental failures, reducing field maintenance costs by 2/3’s in one year.• Expert CRM implementer. Deployed Salesforce Service Cloud and Servicemax to run all operations. Managed JIRA to Salesforce integration.

Managed Technical Services, IOT lab, and Professional Services for Unlicensed Mobile Access/Generic Access Network (UMA/GAN) “wi-fi cellular roaming” innovator. Responsible for satisfaction of global wireless OpCos and Tier 1 hardware vendor partners. Delivered 7 years of positive perception and customer feedback through dozens of trials and commercial deployments. • Implemented and managed end to end service contracts with Nokia, Motorola Networks, and NEC for all aspects of product and service support.• Designed, budgeted, staffed and built 7x24x365 global support organization with offices in London, Bangalore, and San Jose to support Mobile Telco’s in EMEA, Asia, and the Americas, starting as a one man shop in ’05.• Managed product lifecycle of 4 generations of product (2G GSM, 3G Iu mode, LTE, and Femtocell) from FOA to EOL for hardware, applications, and source code including feature enhancements, defects, and patch schedules. Served as “voice of the customer” while minimizing impact to internal goals and future programs.• Provided professional services consulting to system integrator partners during operator CO integration and turn-up, protocol analysis to identify spec non compliance, design and configuration planning, and generally “making it work” when the field hits the wall.• Responsible for core network gateway component of Android “Smart wi-fi” calling service for T-Mobile US, AT&T, Orange, Vodafone, KT, IusaCell Mexico.• Managed CO deployments of wi-fi cellular gateways into Telecom Italia, Orange Spain/France/Poland, SFR France, China Mobile, Japan, Turkey, Dubai, Kuwait, Brazil, Canada, Russia, Scandinavia. Managed all issues with local office staff on daily or weekly calls (with all the communication issues that entails).

Worked with management of all WA and CA call centers and Atlanta HQ IT departments to identify, isolate, and trouble shoot corporate network issues behind network applications that worked inconsistently from region to region.• Managed real time troubleshooting sessions with all IT departments from Atlanta and West Coast call centers to successfully identify local and wide area network bottlenecks.• Solved CRM app deployment performance inconsistencies for Blue and Orange west coast call centers.• Served as the senior manager who could foster cross functional cooperation during the tumultuous merger era.• 100% travel was a killer, hit 5 west coast call centers from Irvine to Spokane every month to get hands on with local issues.

Business development and Operations DirectorPrincipal author of business plan for C-band satellite VOIP backhaul service to Pacific Rim region.• Designed end to end voice service offering for backhauling wholesale VoIP minutes from the Pacific Rim as far as Indonesia to stateside carriers• Designed and managed hardware retrofit upgrade plan for Jamesburg Earthstation in Carmel Valley CA including satellite transponder bandwidth with IntelSat and circuit cross connects with AT&T• Negotiated employment contracts with team of original ComSat station personnel• Authored marketing materials and ran trade show events such as IntelSat 2003• Negotiated interconnect contracts with global PTT’s• Personally recommissioned 32 meter diameter c-band antenna power and drive systems

Responsible for technical services supporting RBOC NOC’s for “Voice over DSL” gateway and class 5 softswitch/ OSS product lines.. Negotiated SLA’s and managed service relationships with Alcatel, Lucent, and Nokia Operation Support System and OEM circuit switch groups. Managed all aspects of service escalation directly with SBC, Bell Atlantic, GTE, and Sprint technical teams.• Negotiated and managed beta product testing with RBOC and Channel Partner labs• Worked directly with Verizon and SBC managing FOA introductions and service escalations for all product lines• Negotiated maintenance release content and timing with customers and Dev/PDM• Worked directly with Alcatel, Nokia, and Lucent EF&I, Provisioning and TAC staff for all acceptance testing, FOA, training and maintenance• Provided RFP support for key accounts including Verizon, SBC, Bell South, AT&T, and Sprint• Managed certification exercises for NEBS 3, seismic, and HVAC for softswitch lines• Worked directly with Telcordia on OSMINE certification of OSS solutions, including NMA and TIRKS• Project managed OSS integration of EMS/NMS subsystems with Verizon and SBC OSS teams• Worked with Alcatel Technical Marketing and Office of the CTO RTP NC to develop full suite of ATM solutions including original Fiber to Curb initiative and delivered presentations at SuperComm Atlanta 2001

Responsible for Tech Support, RMA dept, presales design, and IOT lab. Designed, budgeted and built 3 tier TAC for start-up router/VPN/firewall manufacturer.• Authored Customer Relationship Management strategy for first product ship• Designed and Implemented Remedy/Crystal Reports CRM system• Drafted and implemented reporting requirements, trend analysis and monthly rollup reports for executive manangement• Defined, budgeted, and implemented TAC engineer hiring and career development paths• Trained TAC personnel in firewall and VPN technologies of CPE router line• Implemented IVR and remote agent functionality

Managed technical pre-sales group in support of accounts, channel partners, and internal sales and SE staff. Responsible for entire Enterprise Data product suite including routing, switching, IP services, and NMS product lines. Managed team of senior sales engineers for global account support. Also managed nationally distributed tier 1 sales support team call center that provided solution/product data to field sales/SE teams.• Directed tiger team of 1 supervisor and 11 senior consulting engineers for rapid strategic global account support. Team worked in conjunction with and provided overflow coverage for Product Management for each product line. • Team responsible for generating (or saving “at risk” accounts) to the tune of $500 million in revenue in 1999.• This group responsible for creating account facing NDA technology strategies based on product management roadmaps for C-level customer audiences.• Provided key presentations to Fortune 100 customers, trade shows, seminars, and executive briefing center in Santa Clara.• Provided extensive international presentations to APAC, CALA, and EMEA supporting field sales effort. We were the “all knowing, expensive suits from HQ”.• Personally performed new product/technology introductions in accounts like Wachovia and Chrysler such as ISP/Telco Router Futures field update to re-focus and stimulate routing sales.• Concurrently directed 1 supervisor with two 5 agent teams of Tier 1 multilingual product support specialists providing native tongue sales support in Russian, German, French, Spanish, Mandarin, Cantonese, Korean, and Japanese.

Responsible for technical consulting services for 800 NET 3COM presales technical design center, supporting end user accounts, channel partners, and 3COM sales force.• Remotely managed multiple call centers providing tier 1 pricing/datasheet and tier 2 network product support totaling over 1000 agents, both domestic and international.• Directly managed HQ based tier 3 Network Consultants providing network design, product configuration, non-disclosure presentations, and interfaces to Product Management.• Designed, budgeted and managed build out of CALA call center in Mexico City, and integrated remote center into HQ infrastructure.• Developed lead qualification and distribution strategy for capturing opportunity data and deal specifics. Routed scope of deal (leads) to field sales and channel partners. Provided follow up tracking to ensure partner compliance with program rules. Captured $47M of non-managed customer business within first 6 months.• Architected, negotiated partner buy in, and deployed unique vender rep program giving top tier partners/distributors direct “insider access” to corporate resources. Process was designed to scale through partner HQ filtering of partner branch office requests, with associated comp/lead generation plan to conforming customers. Eliminated overloading of Product Management and product division resources internally.• Architected and deployed customer inquiry program for identifying, processing, and routing all pre and post sales issues through tech service center, network design center, field sales offices, and product management.

Managed field implementations and resident engineer crews for Bay Area region. Responsible for national and statewide service contracts and product/service installations.• Scoped, quoted and closed $2M Pac Bell IT workstation upgrade service contract • Managed installation of 8000 workstations into PacBell offices statewide in 90 days, realizing 40% margins.• Managed four 12 member engineer crews 5x24 including all logistics for duration of project.• Managed implementation of WAN Oracle/SQL insurance system nationally into 26 cities in 14 weeks, realizing 52% gross margin.• Remotely managed 26 installations teams from other branches through this complex RDBMS deployment.

Responsible for 500 node Salem OR region WAN. Primary responsibility was Integrating technology acquisition IIMorrow’s Digital Equipment mainframe and LAN network into UPS IBM infrastructure.• Supervised team of half dozen network engineers and a couple of telecom analyst/engineers for all IT requirements of 500 node electronics design and prototyping facility in early CAD/CAM environment.• Managed Novell Netware to DEC LanMan integration project to connect UPS corporate IT infrastructure with pure DEC shop. • Converted multi-protocol bridged MAN to L3 collapsed backbone in the days before most folks knew what that meant.• Executed cost control analysis of manufacturing system MAXCIM MRP and replaced with ManManX.• Replaced $2.2M worth of DEC VAX infrastructure with $1M of Novell, standard PC desktops, and SAA gateways, resulting in $1/4M per year maintenance cost savings.• Deployed first generation video conferencing between UPS HQ in Paramus NJ to Salem OR campus, realizing a $500k savings over 2 years due to reduced air travel. ROI was 4 months.

Production supervisor for IBM 4381 SNA shop. Responsible for shift operations of DOD Pacific Rim backhaul Network spanning from Japanese Mainland to US.• Monitored and maintained global routes for entire Pacific Rim region from Asia to US during off hours, 2nd and 3rd shift.• Provided NCCF control of 2500 node network.• Responsible for daily operations, training, and disaster recovery.

Provided IT support to all squadrons and HQ for all issues not related to mainframe ops.• Managed team of 7 network engineers and 3 trainers, both civilian and active duty.• Authored 1988 PC/LAN budget for Air Station• Wrote forward looking 1989-1991 3 year technology plan for all equipment and connectivity funding requirements. Plan allocating $1M approved by Comptroller in July 88.• Managed installations of F-18 flight simulator mainframes.• Provided certified support for Token Ring, 3Com, WangNet, and Banyan Vines.