Define and standup processes and procedures for Product, Engineering, and Operations for AirProxima, a private aviation company➢ Work with product owners to define roadmap, set priorities, and coordinate agile development with engineering➢ Define and implement programs to support product roadmap➢ Create engineering sprints using Jira➢ Create engineering sprints➢ Run daily standups with engineering➢ Define QA processes and tests➢ Define and implement customer support processes➢ Define documentation requirements➢ Manage projects with external customers and ensure customer needs are heard, understood, and met➢ Write documentation and user guides➢ Manage internal and external testing of iOS mobile apps➢ Manage internal and external testing of Android mobile apps

Oversee the global service assurance organization for the CDN business unit and foster customer retention and growth➢ Retained responsibilities for Program Management➢ Build and manage the CDN customer support teams in the United States and India➢ Define and improve service assurance processes for a global 24x7x365 SAAS organization➢ Communicate directly on a regular basis with all key customers to build relationships and ensure their needs are heard and met

Coordinate execution of the Product Roadmap across Product, Engineering, Operations, Support, Sales, and Finance➢ Create and manage all Product project plans on a cross-functional basis to ensure: ➢ Requirements of all stakeholders are met ➢ Product is fully and properly defined ➢ Engineering, QA, Operations, Finance, Technical Services, Sales, and Documentation tasks are all captured➢ Work closely with agile Engineering teams to answer product questions and details in real time➢ Responsible for identifying, communicating, and rectifying project risks and issues➢ Organize internal training for Operations, Support, Sales, and Technical Services prior to new product releases➢ Manage CDN aspects of Tata Communications corporate initiatives that cross over multiple TCL properties➢ Final point of escalation for key accounts➢ Write all Corrective Action Reports (CAR) as needed for key accounts ➢ Issue summary ➢ Root Cause Analysis ➢ Corrective actions to solve immediate issue ➢ Ongoing Corrective Actions to prevent future occurrences---------------What does a program manager do? Here is a nice concise high level summary:According to the PMI: “During a program’s life cycle, projects are initiated and the program manager oversees and provides direction and guidance to the project managers. Program managers coordinate efforts between projects but do not manage them. An essential program management responsibility is the identification, rationalization, monitoring and control of the interdependencies between projects, dealing with escalated issues among the projects that comprise the program, as well as tracking the contribution of each project and the non-project work to the consolidated program benefits.”

• Managed the Tadpole Product Line of mobile SPARC based servers and ultra-thin notebook and desktop clients.➢ Directly responsible for Manufacturing Engineering, Quality Assurance, Service, Sustaining Engineering, Software Release Management, New Product Introduction (NPI), Documentation, and Document Control➢ Responsible for coordinating order priorities and logistics with contract manufacturers (CM’s) to ensure the business unit achieved revenue targets on a month by month and quarter by quarter basis➢ Managed and scheduled the transition from R&D to Release to Production for new products➢ Stood up Customer Support system for Tadpole Product Line from start to finish upon reassuming control from Spokane, WA satellite office ➢ Customer call and issue tracking ➢ RMA system ➢ Warranty vs. Billable Policies ➢ Escalation ➢ Personnel Training➢ Final point of escalation for service and warranty issues➢ Scheduled and defined software and firmware releases for the product line. SW releases managed include Solaris 8, 9, and 10.➢ Defined processes and policies for the business unit➢ Reviewed, negotiated, approved, and engaged vendors in various manufacturing capacities➢ Managed all product documentation including Bills of Material (BOMs), component specs, schematics, manufacturing instructions, user guides, quality alerts, and service manuals➢ Coordinated and oversaw implementation of ISO 9000 certification (project was ongoing)➢ Managed team of 8 engineers, technicians, and managers in the Cupertino, CA facility

Managed QA and Documentation for the Tadpole Product Line of mobile SPARC based servers and ultra-thin notebook and desktop clients.➢ Defined and implemented SW test and release management procedures and systems for Solaris OS, Java Desktop System (Sun version of Linux), and ultra-thin client software based on the Sun Ray protocol➢ Wrote and released test documentation, user guides, and manufacturing assembly instructions➢ Ran and expanded the Customer Service department in the summer of 2005➢ Implemented co-branding manufacturing project for the Sun Ultra 3 mobile workstation with Sun Microsystems