Peter Schwab Email & Phone Number

Greater New York City Area

Experienced manager with a proven track record of delivering customer-focused technology services; capable of achieving and optimizing service quality based on Voice of Customer (VoC) campaigns and other forms of outreach; able to build consensus within teams and across organizational boundaries to achieve results; diverse background in solution delivery in finance, government, military, automotive, eBusiness, pharmaceutical and other industry sectors.

Greater New York City Area, Canada

• End-to-end (pre-sales to post-sales) responsibility for successful implementations at high-visibility accounts including Gillette, Price Waterhouse, Canon, National Century, General Motors, Merck, Recruitsoft, Verbatim, a.o.• Installation and implementation of Autonomy information management solutions at customer sites: Aggregate data from wide variety of data repositories (web sites, file systems, mail servers, databases a.o.); integration with existing security and entitlement solutions; customization according to customer requirements; use cases included enterprise search, sentiment analysis, content filtering, clustering, a.o.• Optimization/enhancement of existing installations at Department of Education, Lucent, AT&T, U.S. Army, a.o.

• Coordinated development effort for LexiMail (E-mail response system) between linguistic development team (France) and front-end developers (NYC); formulated functional specifications for front-end component based on competitive analysis and input from Sales and Marketing; maintained product plan; coordinated and managed customization of knowledge bases for beta sites; wrote White Papers and marketing materials; hands-on involvement in lead generation for beta sites; evaluated technology partners and candidates for OEM partnerships• Generated successful leads for beta sites both in Europe and the US; assisted pre-sales effort; provided important input towards product definition and positioning.

Greater New York City Area

In charge of Customer Support North and South America and Europe, Quality Assurance, and Documentation at company in the field of computer-assisted translation:• Coordinate pre- and postsales support; negotiate support-level agreements; set up new installations and end user training; ensure efficient first and second-level support of existing customer base; manage support effort related to third party integrations.• Responsible for thorough testing of patches, new products and installation tapes; maintain and modify testing and bug tracking procedures.• Supervise flow of information from development to documentation, and from documentation to support; manage updates of training materials; ensure accurate and timely documentation and localization of new products and new features; proofread and sign off on release notes. Accomplishments: Set up human resources and technical infrastructure for service component within Customer Support; provided important pre- and postsales assistance in securing Computer Associates as a new account.