HP optical storage contractor for 9 years.Spearheaded insourcing efforts resulting in marked cost reductions, established crucial client service agreements, and continually enhanced product quality and reliability. Praised for outstanding communication with OEM customers to determine needs, gather product qualification, conduct failure analysis, and deploy corrective actions. Liaised closely with R&D engineers on fine-tuning products to meet detailed customer hardware specifications, providing strategic insights and feedback. Analyzed and improved testing processes for new firmware prior to release. Monitored third party performance throughout rework activities, as well as driving down costs through targeted negotiation. Heralded for providing outstanding customer support, as well as bolstering staff achievement through coaching and mentoring. Increased sales 15% during tenure through capitalizing on new opportunities and successfully expanding existing business relationships. Determined advantages and guided all aspects of insourcing call center and RMA center, significantly cutting expenditures and generating exceptional customer feedback.  Established internal SOP RMA as well as call center flows, increasing communication and reducing work overlap. Resulted in a highly productive CS department.  Delivered exceptional gains for Milpitas, California operations through closely monitoring logistics, RMA, and call center for retail customers, and troubleshooting ODD-related issues.  Resolved key technical problems centering around optical drive guide rod rust, read/write functionality, and top cover noise.  Aided company in qualifying and receiving approval for 1st half-height CDRW, Combo, and DVD-RW drives, as well as slim DVD-Rom and combo drives sold to HP.  Noted as 1st Compaq supplier to achieve #1 score in Quarterly Business Review for 5 consecutive quarters.

Implemented systems enhancing staff productivity and overall security, adapted to rapidly changing needs, and lowered expenditures through deploying new technologies. Noted for hands-on management of user accounts, timely network setup, and outstanding troubleshooting. Managed all equipment repair and purchasing activities, as well as crucial software installations and regular system backup monitoring. Developed and interpreted organizational goals, policies, and procedures. Recognized for superior resource management, staff and business relationship development, and successfully completing projects within aggressive time and budgetary constraints. Stayed abreast of technology advances, and liaised closely with staff and management to solicit cooperation and identify areas of improvement.  Served as critical company resource in selecting new data outsourcing company from DOS-based system to Windows-oriented system.  Facilitated selection and purchasing of new telephone and data outsourcing system enabling communication using frame-relay technology and greatly reducing costs, as well as expanding client servicing capabilities.  Championed in-depth evaluation of PC hardware and software to ensure Y2K compliance, resulting in successful transition.

Led office computerization efforts from the ground up, collaborating closely with multiple departments on all phases from planning through deployment. Diagnosed and successfully resolved issues, as well as identifying process improvements. Conducted safety background checks for citizens requesting Taiwan entry, and managed both address book and criminal records for wanted fugitives. Gauged system performance, prioritized security, and trained users.