The Customer Experience Certificate Program at the University of California Santa Barbara Professional and Continuing Education (PaCE) intends to develop the professionals toolkit for formulating deep insights and understanding about the experiences your customers are having with your brand and organization.

Managing a group of software and hardware products for medical imaging (DICOM - CT,MR, X-ray, EKG, etc.), data management/extraction, and system integration. Leading multiyear co-development programs with strategic partners. Additionally, directing the core software services for the InTouch Platform such as administration, user identity, authentication, authorization, device records, location, proactive monitoring, device updates, and reporting.

• Direct the operating systems disk image and software integration team in the development, maintenance, and distribution of new operating systems and software configurations for all products.• Manage the creation of requirement backlog and release plans for agile OSDI software development team.• Coordination of IT, Engineering, Marketing, and Operations/Production to capture the desired attributes and functionality of various platforms. • Define product requirements, groom user stories, and create V&V test plans to support proprietary and 3rd party software and firmware for product submissions and external compliance audits per ISO 13485.• Collaborate with product owners and development teams in a daily scrums, ensuring that they understand the user story requirements and resolving their issues.• Interview, select, and mentor new Software QA employees. Motivate the team members to achieve great accomplishments by empowering them to make the hard decisions and to own their action items.• Validate product software including bug tracking, reporting, and verification of bug fixes.• Develop scripts and documentation, Wiki articles and maintain validation records.

• Lead Software QA Engineer on cross-functional specialty teams which targeted critical product quality issues. Utilized FMEA, FTA, and statistical analysis techniques to develop testable hypotheses and to drive design changes.• Spearheaded the project for the Defense Information Assurance Certification and Accreditation Process which achieved the Dept. Of Defense’s Authority to Operate for restricted government networks.• Generated and executed test plans for Client/Robot applications, communication servers, and Fleet Monitoring systems. • Performed stress-tests and regression-tests on new software/firmware releases.• Developed and designed test suites for software controlled hardware, including Robot Systems, Client/Server Systems, and Network Communication Systems.• Evaluated tools for the testing of the Hosted Applications (Web Portals/Browser and SaaS applications), then charged with the rollout of the selected Multi-Browser Viewer test tool.• Managed customer validations of new product software including feature introduction, usability, bug tracking and reporting, verification of bug fixes.• Analyzed system/application log and dump files.• Maintained validation records.• Achieved a timely delivery of major software releases.

• Developed and implemented the ITH Internal Audit program and internal training protocols.• Defined process improvement guidelines with emphasis on SOPs, SQA, testing estimates, process risk, installation, operational, and performance qualifications (IQ, OQ, PQ), verification and validation methods.• Managed internal and external auditing processes in one-on-one environments specific to ITH Quality Systems, including the supervision of ISO auditors and FDA inspections. • Coordinated InTouch’s 510K submission for Tele-Presence Robots.• Completely redesigned the Quality Systems Training requirements and records structure. • Mentored the SQA department in the development of software verification and validation documentation.

• Developed distribution relationships with key industry partners and set high level customer expectations.• Developed and implemented procedures and policies for Multidata’s ISO 13485 compliant Quality Management System for medical devices. • Directed design changes for new and existing products.• As the Agile leader, promoted the benefits of agile software development and persuaded team members to buy-in on a personal level to create a dynamic, outward facing culture.• As Scrum Master, coordinated sprints for software releases in an agile environment to deliver repeated successful releases.• Managed external audits by State, Federal, and International regulating bodies.• Staffed teams for all QA, Production, Materials, and Technical Service.• Developed and coordinated employee awareness and training protocols to ensure compliance with the QMS.• Provided specific guidance to staff for resolutions to extraordinary customer issues, satisfying customer immediate needs yet ensuring company policy compliance and profitability.

• Managed domestic and international logistics for product delivery schedules between MSIC Sales, European office, and OEM distribution agents.• Performed purchasing per build plan and built relationships with suppliers.• Developed production schedules for order fulfillment.• Implemented the final quality assurance and inspection processes for outgoing product.

Provided instruction, leadership, and risk management skills to students during University sponsored trips.

2001 ACHA National Champions.2002 ACHA National Runner-Up.