• Critical program management of security vulnerabilities across all Personal PC computing groups, including those involving BIOS, Driver, OS, applications, and digital certificates. Provide factual and legal approved details for Security Alerts, Internal Communiques, and direct customer responses. Track and verify that customer-available updates are delivered for download for all products dating back five years.• Aggressive cost recovery through project and program management of customer recovery programs for HP Premium products. Responses include driving rapid issue identification, containment, root cause, correction, and resolution to minimize warranty spend and HP supplier reimbursement.• Customer advocacy for HP’s top 100 corporate Platinum accounts. Successfully reduced tracked issue escalation resolution average time by more than 50% through greater engineer awareness, focus and effective action plans.

Manage the team to deliver the best technical support experience to our internal and external customers, using simplified escalation processes and timely, fast and accurate communication.• Help define the tools and processes that enabled the team to meet and exceed service level agreements• Support and promote cross training of desktop PC products to upstream and downstream development and support teams.• Provide concise customer-focused feedback to business unit product core teams to ensure sustainable and supportable products.

Management of a “Disruptive Technologies” team to develop and assist in the Marketing of a Consolidated Client Infrastructure (CCI) using Blade PCs, Thin Clients and remote desktop protocols.• Focused on developing and promoting the Microsoft relationship in support of this solution.• Developed a data center knowledge base team through fast-tracked training in Cisco, Altiris, VMware, Citrix, and Microsoft Server OS technologies and certifications.• Created and provided solution documentation and training for the regional sales, support, ISV’s and Partners• Successfully added the Solution into the HP Houston data center, securing approval for non-standard switches, policies, and hardware. This solution became the primary supported productivity desktop for up to 1,000 users across a large number of HP internal departments and functions.

Manager of the commercial desktop OS Test, Sustaining test, Premier Support Services, On-sight Liaison and Windows Hardware Quality Test groups. Delivering new and updated Microsoft Operating Systems and Enhancements.• Successful transition of HP and Compaq commercial desktop products into a single team.• Arranged and hosted HP’s Plug Fest event supporting interoperability testing across all Pre-Merger Compaq and HP products.• Expanded the Compaq-Microsoft initiatives council to all pre-merger HP Personal Computer organizations.

Management of the workstation, commercial and consumer desktop OS Test, Sustaining Test, Premier Support Services and WHQL groups. Focused on testing new and updated Microsoft Windows OSes, drivers, peripherals, supplements and new HW/SW technology. Recognized by staff and peers as a great manager and trusted leader.• Managed OS PM relationship for partner initiatives with MS to deliver OCA, WHQL test sign, and Driver update.• Maintain budget, headcount, expenditures, and forecasting for a $1.5-$2 million per annum cost center.• Manage 6 to 14 engineers and 5 to 10 technicians. Maintained less than 5 percent employee turnover.• Focus on Quality Assurance through test plans, test cases for test requirements, and entrance/exit criteria.• Worked one-on-one with staff on professional development plans and performance reviews.• Develop scope of work and managed outside test companies and resources.• Enable and promote successful, positive, and enjoyable work environment.• Manage tactical relationship with Microsoft PSS, OEM Recon, and Window Quality Lab’s point of contact.

Led a team of Engineers testing hardware, software, new operating systems, peripherals, and value add software.• Developed a comprehensive network based Operating System test automation system. Designed to install and execute a matrix of input values specifying file system, OS, applications, and test tools resulting in automated test exit reports.• Translated engineering documentation into test requirements and configuration matrices.• Worked with operating systems including OS/2, Warp, DOS, Windows 3.x through NT 4.0.• Project Managed outside vendor developed hardware and software solutions.