- Lead resolution of critical client issues across a multi-discipline IBM team consisting of development, HW/SW support, field support and account teams. - Define, own, and lead specialized action plans and engage additional resources if necessary. - Influenced ~$50M in revenue through complaint resolution process. - Led pervasive issues. Assigned RTLs, analyzed data, pulled and developed reports, reviewed messaging. Presented at executive meetings.

Accepted into highly-competitive program. Member of 10-person team from six different countries to participate in a one-month International Assignment. Goal to work with agencies to evaluate current processes and infrastructure and recommend improvements. Part of the assignment is learning how to work with, lead, and understand various cultures and international teams.

Manager, IBM Platform Integration Test - Mid-range Systems ComplianceManage a department of three teams (EMC, Product Safety, Power/Classical) consisting of 25 engineers and technicians. Evaluate team yearly, decide salary increases and bonuses, direct workload between teams within the department.Responsible for compliance coordination, testing, & worldwide certifications (EMC & Safety agencies) for Mid-range, Storage, engineering services, and kiosk products.Define and implement solutions and future preventative measures for stop ship occurrences.Develop DOUs and ICAs to bring in recovery funding ($120k with Korea for testing).Set long-term technical and personnel strategies for 2nd-line organization.

Manager, IBM Customer Test - Install, Upgrade, Migration (IUM), System i Software Final System Test (FST), Common Test Floor (CTF)Managed department of 22 engineers & technicians responsible for all System i releases.Developed programs to enhance cross-product synergy and collaboration between teams. Improved collaboration with internal and external customers to align goals and increase quality.Grew global team in Mexico and China while maintaining low risk to current testing.

Mechanical/Integration Design Lead, Product, Power, Packaging, & Cooling (PPP&C)Owned all mechanical design for four systems (IBM Research, IBM systems, Mayo Clinic, Mercury). Provided direction to designers with part designs and concepts. Coordinated testing and manufacturing. Collaborated with external customer/clients.Formally released products meeting cost and schedule targets.Directed co-op and assigned workload.

Worked in ATEST department to improve quality of products and run experiments. Wrote, prepared, and performed validations for Installation Qualifications, Operational Qualifications, etc. Analyzed failures to improve processes.

Designed new testing equipment. Participated in Kaizen Product/Process Preparation event. Involved in continuous improvement efforts. Updated and rewrote testing standards.

Worked with a team of engineers in the Drape department to develop new constructions for current products. Analyzed data from experiments and product/process evaluations. Tested new materials and wrote respective follow-up reports.