Hammud Saway Soubar Email & Phone Number

Mission Viejo, Ca, Us

Redlands, Ca, Us

Sharjah, Ae

Guided the company into a new area of Professional Services and Service Delivery while leveraging advances in cloud technologies that added value through customer-centric approach. A key contributor in executing the Enterprise License Agreements (ELA) between Esri and Abu Dhabi Systems & Information Centre ("ADSIC"). Established the Premium Support program in the UAE while working with Esri and strategic partners to deliver round the clock (24x7) service availability to key national accounts. Created a suite of service strategies including the development of Time & Material project delivery, service credit program (SCP) and service marketing campaigns. Adopted Agile as a project management methodology and Scrum as a software development practice. Served as the ‘face’ of the company at business meetings, international trade shows and representing Professional Services, Technical Support and Information Technology teams in all customer-facing activities.

Provided consultancy services to local and international organizations in the field of IT and network security. Headed project management, system implementation and application deployment to local schools, construction companies and law firms. Managed and delivered Web-based projects for non-project organizations.

Tokyo, Japan, Jp

Established the global Beta Department while engaging fortune-100 companies and government entities early in the software development lifecycle (SDLC). Introduced a global web-based CRM to monitor and manage customer feedback during the Beta cycle. Introduced the Early Technology Adoption Program (ETAP) and the Design for Supportability (DFS) methodology to better support the developed products.

Tokyo, Japan, Jp

Responsible for the global Premium Service Operation, Technical Account Managers and Service delivery. Spearheaded the creation of Trend Micro’s Premium Support Program (PSP), a 24x7 professional services program for the enterprise. The service met the industry standards with 95% service contract renewal and over $24 million in annual revenue. Pioneered the first aggressive virus-response SLA with 99.9% service availability and downtime being measured in minutes. Spearheaded the efforts in obtaining the first in the anti-virus industry Support Center Process (SCP) certification through Service & Support Professionals Association (SSPA) and Service Strategies Corporation (SSC).

Tokyo, Japan, Jp

Established and managed the US Technical Support call-center with an annual budget of $10-million and over 100 service employees responding to more than one million incidents annually. Managed over 100 technical personnel including Sales Engineers, Trainers, Premium Support Managers and Project Managers located around the world. Establish the product training department and initiated the certified program for the technical support staff and sales engineering group. Developed the 24x7 early warning computer virus outbreak notification system to handle the increasing volume in virus outbreaks over the Internet. Designed and implemented the disaster recovery plan at Trend Labs to ensure business continuity. Managed a local team of anti-virus developers to address the increasing threats from the Internet.

Us

Responsible for Technical Support, Information Technology and product Quality Assurance (SQA) Established and managed the Quality Assurance department that provided development services such as daily builds, product functionality reviews and automated test scripts. Introduced the StarTeam software management tool to track project status, defects, slip dates and produce tracking reports. Contributed as a developer and developed the user interface for some of the company’s key products. Collaborated in the creation of the award-winning software: CheckIt Diagnostic Suite, PC-cillin Anti-Virus, CheckIt NetOptimizer, FastMove and e.Support.