• Participated on Design, Product, and Launch readiness teams for new product releases and product enhancements• Ensured each Service Center and Support Center is fully prepared with training, documentation service parts, whole units and test equipment needed to fully support customer returns or support questions• Green belt certified and managed & participated with project teams to reduce product repair costs in excess of $500k• Managed mobile computing repair services to reduce parts in inventory and increase throughput through changes to the bill of materials, repair efficiencies, and test processes• Provided product support through a product lifecycle including but not limited to engineering changes for new parts, software, EOL, cost reduction, data analysis, and ongoing documentation• Provided quarterly based reporting on product reliability for mobile computing and RFID products line to engineering and product management• Drive data accuracy across service centers, field service, and call centers to reduce return rate by 25% on average for mobile computing products• Monitored KPI’s (Key Performance Indicators) for out of specification performance and negative trending• Acted as the primary customer contact for all technical issues/information

• Provide accurate and timely support for end users and resellers on all Motorola products• Participated in beta programs to ensure the successful launch of Enterprise Mobile Computing Products• Configured Mobile Computing products with Android, Linux, & Windows Mobile Operating System• Support leader for all wide area network products and drove closure on service issues with carriers• Initiated new procedures/policies to improve carrier and customer satisfaction• Assisted with test planning for LTE, EVDO, HSDPA, CDMA, GSM/EDGE and other wide area network products• Worked with software/hardware engineers to re-design Motorola Products & Services• Established a high level of expertise on hardware, software, and administrative issues related to the position