Kim Yang Email & Phone Number

Redwood City, California, Us

• Provided the vision, guidance to drive the Incident Management workstream and support the other workstreams (Event, Change, and Problem) within the Service Management space with the goal of providing timely and targeted customer communications by updating the process, decision tree, and the global problem summaries. • As the Incident Management application Product Owner, ensure that the vision and goals of the application aligns with and supports the adoption of a full Service Management model. This will allow the users to embrace Service Management by using the application as the bridge to the new concepts introduced by the new Service Management platform.• As the Customer Incident Dashboard (CID) Product Owner, work to ensure that the vision and goal of providing near real time updates of our incidents to our customers supports our current infrastructure and can easily support the new Service Management platform once it is implemented.• Contribute expertise and to the creation of a detailed assessment and perform a gap analysis of the Equinix IBX Operations capabilities for Service Management functions of Incident management, problem management, change management and configuration management to ITIL best practices.• Manage the "health diagnostic" of our Incident Management process by an external vendor and ensuring that results were communicated out to both Network and Engineering leaders.

Redwood City, California, Us

• Provided the vision, guidance, and support for the Nonstandard Operational Parameters project. Worked with IT to finalize the requirements needed to capture the nonstandard operational parameters specified by our customers and provide that information to our technician so that they are aware of the nonstandard requirements.• Managed the Customer Experience Incident Notification Enhancement project to update Scheduled Customer Outage (SCO) notifications based on customer feedback and to create account based Incident Notifications for Operations.• Managed the SumTotal Learning Management System (Equinix Learning Center) go live for Global Ops. Participated in over 100 hours of UAT to ensure that the new Equinix Learning Center was configured properly. Designed the new curriculum structure to optimize the features and capabilities available in the new system for the best possible end user experience.

Redwood City, California, Us

• Led the development team that owned a catalog of 50+ Global Ops courses and three Global Ops New Hire Programs. Worked and trained the Regional Ops training coordinators to ensure that Global Ops training programs were rolled out consistently across the regions.• Represented Global Ops during the selection, pilot, and implementation of SumTotal Learning Management System (Equinix Learning Center) to ensure that Ops training requirements were supported by the new system. Created the transition plan to migrate the content from Equinix Learning Exchange to the new Equinix Learning Center to minimize the unavailability of Global Ops courses and programs. • Managed the $100k development budget for the creation and global roll out of the Operations Awareness Notification (OAN) process based on the requirements defined in the Amazon led Incident Management workshop. This also included enhancements to Remedy to supported bulleted list in the body of the incidents for the 5 major problem summaries in order to provide easy to read status updates.• Led the CXI Incident Notification Enhancement project. Managed $500k development budget between ECP and Remedy development teams. Worked with both development teams to create an agile deployment plan to address the CXI Incident Notification requirements. Completed joint enhancements in 2019 and within budget. • Led the Global Ops effort to create a proof of concept to capture and display nonstandard operational parameters. Demonstrated the proof of concept utilizing Equinix Intelligent Search Platform (EISP) as the repository and user interface. Secured 2020 funding to create the repository to provide just in time context sensitive information to the user community.

San Jose, California, Us

• Led the integration of the Advanced Technical Training team with NetApp University. Worked with the VP NetApp University to insure successful integration while maintaining focus on our core deliverable.• Managed the global post sales technical delivery team insuring maximum coverage with minimum expenses while insure instructor ramp up and project coverage.• Managed the Support Services Certified Partners program delivery. Worked with Partner Development Managers to insure that the curriculum provided the knowledge and hands on expertise needed by their partner engineers to successfully support NetApp products. Optimized the scheduling process to insure that partner engineers were able to attend the training.

San Jose, California, Us

• Lead both advanced technical training development and delivery teams for Customer Success Operations (CS Ops). Provided the vision, guidance, and support for the advanced technical delivery team to create a new advanced troubleshooting courses for Support Services Certified Partner Engineers while managing stakeholder business needs and priorities• Managed the development team that owned a catalog of 70+ advanced technical courses and defined 10+ Learning Paths utilizing NetApp University courses to build the technical foundation and our advanced troubleshooting courses to help enable the support engineers with the goal of reducing on ramp time and case resolution time. Coordinated and prioritized development projects to support the development of Clustered Data ONTAP On Ramp for Technical Support Engineers. • Optimized training schedule to free up the advanced technical delivery instructors to help ramp up the new Technical Support Center in Bangalore, India. Created the three week technical On Ramp rotation program to leverage instructors’ expertise to help enable the new hires and get them ready to take calls for APAC.• Partnered with NetApp University to identify the process of combining end of class assessments with Instructor Led Training so that we can roll out Hands On Lab Assessments or the traditional knowledge assessments at the end of class.

San Jose, California, Us

• Lead the advanced technical training delivery team enabling Support Services Certified Partners (SSCP) Engineers and internal Technical Support Engineers (TSE).• Built stakeholder relationships, advised Partner Delivery Managers and Program Managers on training issues and worked with them to capture partner needs. Optimized the global delivery schedule and worked with the Partner Delivery Management to insure that the partner engineers received the advanced technical training necessary to be in compliance with the program.• Worked with internal stakeholders to insure instructor readiness to support advanced technical training for internal support engineers globally.• Provided quarterly business metrics for both SSCP and internal TSE enablement.• Co-lead the Services Product Management (SPM) Steering Committee with the goal of aligning managers and identifying key individual contributors within SPM in order to build cross team collaborations and address other opportunities identified by the employee listening survey.

San Jose, California, Us

• Managed and drove Customer Success Services (CSS) programs for both internal and Support Services Certified Partners (SSCP). Gathered requirements, coordinated, and tracked the efforts to create and update new offerings for SSCP Program and managed the scheduling of all Alpha, Beta, and production release of the courses.• Managed Learning Path meetings to insure that stakeholder expectations on course development projects were met. Created required learning paths and accreditation testing for partners to help verify our partners had the skills needed to perform at the desired level.• Liaison with NetApp University as the single point of contact driving all changes for training release on behalf of CSS L&P. Work with the NetApp University Delivery and Education Business Partner teams to optimize and standardize processes to support CSS.• Managed increase demand with no additional headcount by implementing the use of volunteer instructors and ramp up of Authorized Learning Partners

Austin, Texas, Us

• Managed and drove the integration of the acquired companies' education business to work seamlessly within Oracle University’s Quote to Cash process at legal entity combination. This includes the integrating the business, production services, curriculum, and marketing.• Successfully integrated the global training business units for Sun Microsystems (Sun), Art Technology Group (ATG), Datanomic, Fatwire, Pillar Data Systems, and InQuria

Austin, Texas, Us

• Led Oracle University’s Global Pricing Implementation and provides Global Pricing Support. Successfully implemented the systematic fiscal pricing changes that occurs due to regional business requirements and exchange rate updates across all systems from the web to back office. • Implemented system enhancements that reduced system down time due to pricing changes from an average of 7 days to less than 18 hours. This reduction minimizes business lost due to system unavailability and reduces the paperwork needed to support the Sales team and ordering process when systems are not available.• Managed the Global Approval Tool in support of a multimillion dollar line of business within Oracle and coordinates the global roll out of new functionality. Worked with Divisional VPs, and Process Owners to streamline and automate approvals so that all approvals are tracked in one place without having to search for individual e-mail approvals.

Us

• Provided the vision and led a diverse team that provided global business development, information systems direction, and support. Developed, managed, and implemented global business practices, reporting, pricing and infrastructure support for a $34+M (fiscal year 2006) global education services organization. • Responsible for strategic planning in support of new products and services roll out and manages a $1M+ annual budget for capital expenditures.

Sunnyvale, California, Us

• Supported Sales and generated $1M in training revenue. Led and pulled together a diverse team of people to form cohesive training organization providing “just in time” product training. • Optimized operations and modernized registration system.

• Managed and converted the Education Services Department from a cost center to a profit center in this start up wireless application company. Analyzed customer data, researched competitors, and collaborated with sales to formulate training and support products packaging and pricing.• Streamlined the curriculum development process to release training materials with the product releases and optimize class images to support all of the product training labs.

Santa Clara, California, Us

• Manager, Global Education Operations/Principal Education Consultant (1999 – 2001)Generated over $2M in training revenue. Built a successful and respected Global Education Services Department. Analyzed customer data and evaluated competitors’ offerings to create product packaging. Researched competitors’ data and collaborated with sales to formulate product pricing. Created the roadmap, templates, and style guide for the curriculum development team to support the products and generate revenue.• Manager, Information Technology and Integration Lab (1998 – 1999)Managed Information Technology and Integration Lab operations after TIBCO split into TIBCO Finance Technology and TIBCO Software Inc. • Manager, TIB/ActiveEnterprise Support (1997 – 1999)Started, managed and grew the Product Support Group to provide 7x24 support for all TIBCO products. Created support policies and performances requirements, which were incorporated into new License and Maintenance contracts with customers.

• Provided support, staged new products, and designed migration paths for Teknekron Software System’s Asia/Pacific customers and field support engineers. Maintain liaison between the customers and the product engineering.