Mike Cherry Email & Phone Number

Poplar Grove, Il, Us

Buffalo Grove, Illinois

Full Time Employee at CVS Health

Buffalo Grove, Il

Schaumburg, Il

 Provide Pre and Post Award support for field teams embedded with the customer on tools allowing for system access, call center case management, software deployment, release updates, and data analytics management.  Interface to articulate voice of customer and value proposition within business requirements to IT for the design of feature enhancements. Webinar generation and maintenance of line for training portfolio.  Website management within Google sites and Intranet site content. Conduct customer demonstrations of our solution as part of pre and post sale support. Generated a dashboard via Google Sheets within the G-Drive to allow for automated tracking of multiple data sources and establishing trending/analytics for senior leadership.

Focusing on Pre & Post Award activities including Proposal Management, Order Fulfillment, Order To Cash accounting, Import/Export Logistics, and Implementation/Integration activites. Also assist embedded field teams with daily operational activities and escalations.

Provided Post Award support for customer equipment expansion orders. Worked with Finance, Order Fulfilment, Business Management, Product Management, Core Support, Release Management, Third Party Vendors, Global Logistics, and Field teams to ensure the equipment orders were fulfilled within the forecasted dates to mutually benefit both Motorola and our customer's needs.

Provided System Release/Feature Roadmap presentations to customer's Senior Leadership Teams for iDEN international properties around the world. Worked with both the customer and Business Development teams on future release rollout schedules and strategic opportunities for new feature development.

Provided support to the field Engineering Group Leaders from the iDEN international properties around the world. Chaired weekly meetings to review systemic issues and worked with Call Center support and Development teams to drive for resolutions of the identified issues.

Initially the role was to provide expansion planning and implementation support for the customer's network in Mexico City, Mexico. The role would later evolve into becoming the local teams Engineering Group Leader, providing daily operational support as well as system expansion designing and expansion implementations.

Remotely supported Motorola’s centralized repair center in Florida by providing feedback from the customers repair centers in Houston, San Antonio, Dallas, Oklahoma City, Tulsa, St Louis, and Kansas City. Tracked high failure parts, systemic software issues, and overall end user complaints for Motorola’s handsets. Provided support for trade shows, (i.e. Introduction of the Packet Data introduction at the customer's point of presence at the South by South West trade show in Austin, TX). Provided customers sales representatives with training of new handset features/functionality. Assisted in replicating, capturing, and troubleshooting end user issues experienced at their specific environments. Provide log files back to Florida for analysis and worked with Motorola RF Engineering teams to resolve customer issues (call fading, interference, multipath, blocked calls, failed handovers, etc.). Traveled to VIP customer locations and acted as front line support to troubleshoot systemic issues with either the cellular handset, the network, or both. Met with the customer’s regional area Presidents, Directors of Engineering, Directors of RF Planning, and Directors of Support (handset/call centers) to capture their feedback.

Oversaw the deployment of a Main Switching Office in Manila, Philippines. Worked with Deployment Engineers, Field Engineers, Operations Program Manager, Third Party Vendors and the customer to install and integrate the initial system consisting of over 100 sites. Obtained customer sign-off of the initial system. Oversaw the first expansion and system improvements based on customer’s requirements for growth and feature enhancements. Requested by the customer to extend my stay to cover a resource gap for on-site Warranty Engineering support.

Provided second echelon support in the Call Center for the customer's Main Switching Office locations for their nation-wide network. Area of expertise was with the hardware and software which provided the dispatch (walkie-talkie) functionality. Acted as a first line of troubleshooting of the outage event to resolution and/or engage the Development team if said issue was beyond my level of experience. Lessons learned we then documented and captured for future use. Generated test plans for new software deployments. Attended new software deployments at customer locations and assisted the Development team with software installation and integration.

Trained other field technicians with installation and integration and acceptance testing of cell sites based on documents generated and institutionalized during my previous role in California. Provided technical support in the Main Switching Office for integration of cell sites with the switching equipment. Provided provisioning support for test subscribers and network troubleshooting during initial system integration. Provided technical/troubleshooting support after the commercial launch of the network.

First Field Technician hired for the initial rollout of the Nextel network in Los Angeles, CA. Oversaw the contracting of outsourced installation teams for deployment of the cellular equipment at each site. Conducted testing of the power system, hardware, software for the stand alone environment, battery depletion, voice server, and worked with the Main Switching Office to integrate the site into the system. Drove test the site to ensure successful call set up, hand over, and tear down. After the customer had accepted the site, the role transitioned into routine maintenance of the cell site. This model was applied and replicated for all sites during the initial system implementation which was contracted to around 145 sites. The system was eventually configured into regions which allowed for the assignment of approximately 25 - 30 sites per technician.

First technician hired for the newly institutionalized third shift. Component level board repair of Radius P100/Motorola HT50 products. Repair consisted of confirming customer complaint, triage failure, perform repair, testing unit to manufacturing specifications, and range test unit if applicable to failure. Triage sometimes required contacting end users to get more details of the complaints.  Successfully lead a Total Customer Satisfaction team (a.k.a. Tiger Team) to improve the racking and stacking of units and reduce repair cycle time.

Associate'S Degree, Electrical And Electronics Engineering

Business Administration And Management, General

Activities and Societies: After graduation from Hamilton Tech, I went on to study at Iowa Wesleyan University in Mt. Pleasant, Iowa..