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Customer advocate for a diverse range of customers performing retention campaigns, and account management to drive product usage and adoption while maintaining a high rate of customer satisfaction throughout the client’s life cycle

Responsible for building and maintaining strong relationships with key client stakeholders. Assisted in setting and monitoring safety targets as well as train-the-trainer to ensure these goals and objectives are met. Acted as a liaison between clients and internal teams to assist with customer expectations, define customer success criteria and disseminate them to all involved parties. Provided product knowledge and best practices to effectively leverage the Omnitracs family of products to meet and exceed client needs.

Start up company specializing in lifting homes on Lake Ontario. Working all aspects of support. Managed customer and subcontractor relations to ensure contract obligations and requirements were clearly defined and understood for successful contract completion. Performed vendor procurement activities; built and strengthen vendor relationships. Created and delivered contracts to customers and New York State grant officials. Created and reviewed invoices to ensure compliance with contract terms and budgets.

Member of Golf Service Center team who are responsible for a pleasant experience at Oak Hill Country Club while members come to the course. Greeted members at back drop, loaded unloaded clubs, staged carts and worked the bag room.

Responsible for managing the requirements, design implementation, and transition to customer care. Budgets, plans, schedules, action resolution, program execution, requirements / design reviews. Recruited as Project Manager to resolve customer backlog issues; successfully reduced backlog of over 300 project requests in less than 2 months leading to a 4-year contract renewal. Created training courses and webinars for drivers, mechanics, fleet, safety and compliance managers for fleets of various sizes. Successfully managed an over the air upgrade of 5K in cab systems in a one-month period. Supported and resolved on-demand truck driver and mechanic issues working on call hours 24/7/365 days as required by the team. Created in-house training material for customer success team with step-by-step instructions on technology, processes, and CRM system (Salesforce) for driver, mechanic, and management problem resolution; resulted in training new representatives in less than two weeks which previously took months Acted as Customer Success “chicken” in engineering scrum meetings to effectively communicate and prioritize customer support issues

Responsible for managing a group of engineers who designed, developed and tested batteries for Government, medical, and commercial applications. Primary customer interface for programs which I was assigned. Managed and trained a team of 10 engineers who designed, developed, and tested battery and battery products ensuring budgets and timelines were met managing projects from conception through product launch, deployment, and product enhancements. Developed project plans including budgets and schedules in MS Project as well a risk mitigation plans for domestic and international clients requiring state-of-the-art batteries and charging systems. Managed projects from conception through product launch, deployment, and product enhancements.

Quality manager leading 6 quality engineers who managed over 40 test engineers validating a new information technology system for the healthcare industry. Managed key subcontractors to identify strategic quality requirements and quality metrics being recognized for analytical and management skills by peers and senior management

Program Quality Manager – Performed Software Quality Assurance and R&D Quality Assurance for a wide variety of design and development as well as computer portions of based projects such as Metra CCF, Toronto CBTC, Metro North, Septa Silverliner. Responsibilities included software audits, test oversight, monthly KPIs, contractual requirements verification, staff development and training.

Created business plan and worked with attorney for incorporation. Found property and worked with realtor to purchase building and land. Selected and setup Point of Sale system. Procured all stock and created lasting relationships with vendors. Ensured a clean and safe environment for clients and staff. Performed all aspects of employee management including hiring, training, coaching, and termination. Performed staff training to ensure all customers were greeted and cared for regardless of the amount of the sale. Provided requisite information to PayChex for payroll. Accounted for sales tax and made monthly payments to New York State

Director of Programs – Concurrently managed up to ten different development and production programs for a world-wide customer base. Budgets ranged in size from 50K to 6M. Created and maintained development and production plans, performed monthly forecasting, created engineering, corporate, and customer status reports on a monthly basis. Created (proposal phase) and maintained (development phase) a requirements database to guarantee successful contract completions. Business Development Technical Lead – Performed various business development tasks which resulted in a significant number of contract awards (> 40M) for both development and production programs. Responsibilities included cost and schedule estimates, review of specification and statement of work, and terms and conditions for technical compliance, creation of executive overview, creation managerial volumes, and final editing of technical volumes and compliance matrices.President’s Award for Excellence 1998Established standardized processes for Engineering and Program Management crucial to the achievement of ISO 9001.2000 plus AS9100B certificationsSuccessfully fulfilled 2.5M in foreign offset agreements

Program Manager / Technical Marketing Lead – Responsible for cost and schedule commitments for five million dollars of technical subcontracts while performing the technical lead for business development. Also, performed software development, configuration management, software quality, and training programs as needs arose. Presented corporate briefings, designed booths for trade shows, participated in trade shows, and provided technical input for proposals. Received Perfect Scores for Training at Naval Construction BattalionResolved staffing issues by augmenting teams with Engineering Interns

Program Manager (1993 – 1994) - Managed an eleven million dollar budget and a 30 member team to enhance the capabilities of fielded automatic test equipment while concurrently managing Foreign Military Sales (FMS) production programs. Responsible for world-wide customer support, technical interchange meetings, design reviews, acceptance testing, and the coordination of engineering support groups.• Selected as Finalist in Corporate Interim Program• Negotiated 105% of proposed pricing vs. the typical 90%Systems Engineering Manager (1992) - Sent offsite to Dayton Ohio facility to ensure that a government contract was not terminated for default. Resolved communication issues between the engineering staff, US Air Force, and subcontractors. Streamlined algorithm and corrected computing errors which allowed the completion of acceptance tests and end-user training. Authored and taught several training courses.• Stopped contract termination and succeeded in achieving two million dollars of follow-on work• Received “Award for Excellence” Engineering Intern, Associate Software Engineer, Software Engineer, Senior Software Engineer (1983 – 1991) – Progressed to Senior Software Engineer in less than six years after full time hire. Design, coded, integrated, and tested state-of-the-art system in less than one year when typical programs were three to five years in duration. Designed image processing algorithms used to test the accuracy of a night vision system. Chaired the architecture committees and served as the Lead Software Integrator on several programs. “Lessons learned” used for the development of corporate standards. Performed independent technical audits on “at risk” programs. Published in SPIE (processing algorithms)Received “Award for Excellence”