Michael Ward Email & Phone Number

Orange County, California Area

On team that increased sales 25% on average month to month over previous year moving the store sales ranking up to #3 nationwide. This has contributed to many corporate sales awards to the store and it's employees.Received Customer Service award 4 months after start date.Within 6 months of start date, I became a store “expert” on several product lines. With this expertise, I provide weekly demonstrations on new and existing Rockler products and woodworking techniques for audiences. Along with the weekly demonstrations, I am an instructor for paid 4+ hour classes in woodworking techniques. I recently conducted a training class at Anaheim School District shops on the operation, setup and features of their new Saw Stop table saw. And it was fun and educational for all of us. Throughout all this, I continue to expand my skill set to provide more value to Rockler and my customers.I find that working with customers provides me with the satisfaction that I provide a service as well as guidance for their projects. This also allows me to hone my investigative skills in determining what the customer needs and providing the proper solution for their projects.

As an assistant manager, I direct my associates to perform tasks needed to keep the store up to or exceed corporate store standards ensuring that the store continues to be in the top 5 nationwide. As a class instructor or product demonstrator, I listen to my audience and continue to refine classes and standardize the teaching curriculum to ensure safety and consistent methodologies in instruction across classes. This pays back to the store with happier customers as well as increased sales. I provide a point of contact for customer issues not solved by associates as well as providing guidance for associates to better serve customers ensuring customer expectations are exceeded. Mentoring new associates and existing associates on existing and new policies or operations of the store ensuring indirect improvement in customer satisfaction. Interface with vendors to improve knowledge of product lines as well as serve customers better with any resolution of product issues.

Fullerton Ca

Personal business of providing general handyman services with 100% client satisfaction, performed the following functions: Solicited and interviewed clients for prospective work. Determined type and scope of work, requirements and expectations, created work quotes and provided to clients for acceptance.While working as a handyman, pursuing the experience and knowledge to obtain a independent contractors license.

Dynamic and fast paced role of developing In-flight Entertainment System for multiple customer on multiple system platformsCompleted several IFE system projects on time and within budget with 90-100% customer satisfaction.Technical lead at Software Requirement Review Meetings (SRRM) to define Customer Requirements for customer purchased IFE systems and to ensure the final product is within the planned system product line and customer expectations. Functioned as technical liaison for assigned customers to ensure that all questions or issues are resolved throughout the project lifecycle. Ensure Customer Requirements were clearly defined and generated in DOORS with accompanying use cases and specific Customer Requirements Documents released early in the development stages prior to the start of the system integration and testing reducing overall program changes and rework 5-10%.Leadership of cross-departmental meetings to assure customer requirements are communicated clearly, understood and implemented within Engineering Functional Groups reducing delays and overall development time to keep projects on schedule.Developed requirements for new products while working with various engineering departments to ensure the requirements are in line with the planned product development and ensure all requirements are in DOORS.

While driven by aggressive schedules, delivered software and functionality upgrade releases on $250K to $1M+ programs for British Airways, American Airlines and Qantas customers on time and within budget.As a Lead Systems Engineer, led small Systems Engineering teams to successful project completions with formal customer acceptance and 90-100% customer satisfaction.

Highly motivated Systems Engineering Team Member that developed, integrated, tested and delivered new or upgrades to In Flight Entertainment systems that met or exceeded customer expectations. Increased system availability 10-30% and thus increasing customer satisfaction with in house and on aircraft training of flight crews and maintenance personnel with new Video On Demand systems and system functionality. On engineering team that successfully developed and tested scripting tools to improve system reliability that optimized up to 100% of the idle overnight and weekend development time for system hardening and endurance testing.Created, tracked and released requirements and testing documents generated in DOORS requiring extensive requirement generation while participating in several requirement review boards reducing development time up to 10% due to accurate requirements and traceability. Integrated a 3rd party line replaceable unit into the current product line systems while providing a systems engineering technical point of contact for the vendor throughout development, testing and 100% end customer acceptance.Systems engineering member on Video on Demand product development teams for airline customers such as Delta Airlines and British Airways to capture system requirements for their In Flight Entertainment systems reducing development and integration time with accurate requirements.

Customer results driven Product Line Specialist that supported internal and external customers where systems expertise provided instructional, fault investigations, trend analysis and onsite support.Provided technical expertise on successful installations of Video On Demand systems for South African Airways and Air Canada. This included Post Delivery Modification installations in the US and Original Equipment Manufacturer installations at Toulouse allowing formal FAA certification for aircraft to go into service.Participated in fly along programs with operational training of maintenance personnel and flight crews to improve system operation and reliability requiring international travel. On site liaison for Customer Support issues with Sony (Japan), All Nippon Airways and Japan Airlines.Created and conducted a training course for maintenance personnel on narrow body IFE systems allowing 100% of the maintenance to be performed by the airline maintenance personnel.Conducted reviews of hardware technical documents regarding initial releases and revisions and submitted all changes to the Technical Publications Department improving overall document accuracy by 5-10%.

B.S, Electrical Engineering

Activities and Societies: Member of the local chapter of the I.E.E.E. and President of the chapter in my senior year. Member of the Inter.

A.A, General Education

Associate Of Science (As), Computer And Information Systems Security/Information Assurance

Currently pursuing a Associate of Science Certificate in Computer Information Systems to expand my knowledge of current computer systems.