Helen Zhang Email & Phone Number

Mountain View, Ca, Us

- Manage partner integration for three major Travel E-commerce products. Onboarded hundreds partners in the travel industry to Google Hotel Ads that bring millions of new revenue per quarter, dozens of alternative lodging partners to Google travel ecosystem, and many Book on Google (BoG) partners to allow users directly make payment and book their travel without redirecting the users to other websites.- Provide BDRs/PRDs to product and engineering owners. Incubate new products and processes until they are mature, and scale across multiple downstream support teams.- Define key performance metrics to measure product success, customer satisfaction, and operational efficiency. Collect and analyze data to identify gaps. Provide and implement mitigation solutions. - Explore readily available tools as well as develop new functionalities and workflow pipelines to automate where we can for better usability, data accuracy, and operational excellence. - Establish scalable vendor operations, and represent the org in cross functional collaboration in terms of improving product functionality, serviceability, scalability and revenue generation.- Routinely present partner performance and operations insights and analysis to XFN Exec steering committees that drives critical goal-setting and decision-making. - Troubleshoot Travel APIs (ie. BoG API, pricing API, brand/icon API), XML, Landing Page URLs, ETL tools, Google Pay, Payment Processor/Gateway, PCI/VSA compliance, SSL certificates, Google Ads.- Collaborate with Eng/Prod/BD teams to define, deploy and operationalize systems, tooling and workflows to support the products and Customer Relationship Management (CRM). - Manage internal and external help center contents that provide product and operations guidance to thousands of partners and millions of end users, as well as internal stakeholders.- Serve as a trusted advisor and mentor/Guru to junior team members.

Mountain View, Ca, Us

- Manage a 3-member project manager team and work with cross-functional stakeholders to evaluate, define, build and implement systems and tools needed for efficient large scale network deployment and operations projects. - Lead a core team to define 2018 systems and tools roadmap for Google Fiber Network Deployment Organization (NDO) in preparation of future business expansion. This roadmap eventually set the trajectory and Objectives and Key Results (OKR) for the entire NDO to execute in 2018.- Author the business requirements, lead training and migration preparation from an existing design tool to an off-the-shelf system which has more enhanced functions for fiber business to scale. Work with each fiber market to make sure requirements and use cases are captured, user are correctly set up and trained, user acceptance test are conducted, and migration data is cleaned and prepared.- Drive incubation and acceptance for tools and processes in Kansas City market. Manage a 24+ vendor team to maintain the integrity of ~2M customer addresses in Google Fiber network footprint which include current and potential fiber customers. - Resolved 1,764 escalation bugs and 5,124 tickets in 2017; and curated ~104K address errors in the systems to ensure a much cleaner customer data. - Serve as Tier I support across implemented systems and tools for Google Fiber deployment. Use Google’s BigQuery and Cloud platforms to write queries and create dashboards for key business metrics reporting. - Built and maintain multiple project and team websites to share project information and systems/tools updates with internal and external teams.- In the past 3 years, received 10 different awards and recognitions in Google Fiber.

Mountain View, Ca, Us

- Performed dual roles to support both project management and data analysis for fiber to the home in KC market. Managed forecast, plan, and execution of budget over $650M for Kansas City market.- Drove fiber buildout strategy by working with Marketing/Sales team closely to mine data and analyze business risks and opportunities. Dissected different scenarios and provided proposals to leadership team. Many of the proposals turned into fiber buildout strategy executed in KC market.- Between 2014 and 2018, the continued effort resulted in ~10+ additional suburban cities and over 360K homes fiber expanded to. The growing network footprint set the stage for Sales team to acquire subscribers. - Managed the deployment of four PEG (public, educational, or governmental) channels in KC market. The effort made sure that Google Fiber has fulfilled the local legal commitment. - Created workaround and temporary solutions for daily cross functional business operations when systems are not ready, such as a 24-step semi-automated KC Deployment Tracker to capture all the activities and dependencies. The tracker also served as scheduling coordination model for several other fiber markets.- Established and hosted routine cross-functional meetings to track status and progress, and ensured the handoffs between teams were on track so that downstream schedules were not impacted. The meetings and trackers also brought visibility and transparency to the progressCreated various SQL queries and scripts as well as dashboards for data mining, analysis and report for key business metrics. - Assisted our Regional Lead to establish, communicate and track our quarterly OKRs for NDO West Region that includes 6 largest markets. This effort also helped our lead to properly score OKRs at the end of each quarter. - Helped building office culture by hosting market-wide lunch and learns, and attending company engaged volunteer opportunities.

Purchase, Ny, Us

- Manage global IT infrastructure design and deployment projects.- Support Operations and Technology infrastructure projects.

Overland Park, Kansas, Us

- Manage the development and deployment of Voice over WiFi technologies. Launched Wifi Calling product.- Managed proof of concept test, requirements gathering, design and budgeting of VoLTE (Voice over LTE).- Lead definition of Network/Customer Performance Measurement KPIs and requirements of monitoring tools. - Coordinate and host the trouble-shooting of technical issues and defects.- Defined and executed technical procedures of test device and system configuration.- Successfully managed Enterprise VoIP (Voice over IP) solutions and provided customized design to better serve Enterprise customers’ mobile and fixed communication needs. - Effectively facilitated internal cross-functional communications and issue escalations on Network Vision initiatives that modernize Sprint wireless network.- Coordinated project schedule status review among core and RAN teams.

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Shenzhen, Cn

- Interfaced with Customer to provide customer services including technical and program management consultation, resolution and correspondence in next generation wireless network area.- Led a team composed of local and Head Quarters members on fulfilling technical and project requirements and deliverables, and was well received by customer. - Provided 3G/4G network modernization strategy and migration solution. Coordinate TDD/FDD LTE Market trial planning, test, result analysis and report to internal and external team. - Oversaw Core (V/GMSC, MGW, WIN, HLR, E911, LBS,) OMM, EMS, Billing and RAN Lab Certification planning, requirement validation, and test execution.- Helped customer to understand the advantage of ZTE multi- mode RRU (Remote RF Unit) and BBU (Baseband Unit) products, and how they help to improve RF coverage and save Cell Site space.- Participated in Cell Site build-out and Market migration cut-over strategy discussion and solution presentation to customer. - Communicated program status to internal and external Executive teams. Met customer team regularly.- Recognized, tracked, escalated and resolved issues and action items. - Received training on LTE technology includes eNB (E-UTRAN Node B), MME (Mobility Management Entity), EPC (Evolved Packet Core), AS (Application Server), SGW (Serving Gateway), PGW (PDN Gateway), ePDG (Evolution Packet Data Gateway), IMS (IP Multimedia Subsystem), etc.

- Managed the deployment of Photo Enforcement technology for Transportation Ministry of Saudi Arabia. - Coordinated the site survey, drawings, site construction, product manufacture, shipment, custom clearance, installation and QOS testing etc.

Dallas, Tx, Us

- Managed IMS modular program that expands capacity for VoIP customer growth in the number of millions. - Reported to Director. Hosted inter-company VP meetings to review program status and address issues. - Managed vendor deliverables based on statement of work (SOW). Led the development and test of Gold Standard Audit Tool automation.

Overland Park, Kansas, Us

- Manage low-cost driven FemtoCell technology related VoIP development projects which leverage cable and wireless technology and network infrastructure. - Successfully deployed FemtoCell system into Sprint nationwide network and delivered the world's first FemtoCell device (Airave) to market. - Managed IMS (IP Multimedia Subsystem) development projects based on 3GPP2 standards to provide robust IP network and support Wireless VoIP services.

Atlanta, Ga, Us

- Managed Data and Transport network upgrade and expansion projects utilizing PON, DWDM and SONET technologies. - Manage Cox Business Services projects including deploying and implementing MAN, TLS, HSI, Digital Phone services, VoIP, and inter-Carrier trunking such as DS1, DS3, OC12, OC48 etc. for Cox’s business customers in the state of Kansas and Arkansas.

Overland Park, Kansas, Us

- Developed and implemented software and hardware solutions to support new Sprint features and services. - Used Telcordia SPACE, DRS and ISCP Node to create Intelligent Service Control Point (ISCP) service logic to support Integrated Office product, integrating a company’s wireless and landline phone features, combining the functionality of a desk phone with the mobility of a Sprint handset.- Managed and delivered complex, multi-million dollar technology development projects from technical and financial aspects on time and within budget. - Developed products and services that enriched Sprint product portfolio. - Reported to executives and led cross-functional team to implement new features, services, systems, platforms and infrastructures into Sprint Wireless and Wireline networks. - Followed project lifecycle and management process from ideation, analysis, design, development, lab/operations test and built-out, and deployment stage, to project closeout.

Master Certificate, Project Management

Mba, Computer Information System

Mba

Ba, English