Robert B. Tharp Email & Phone Number

Santa Clara, Ca, Us

Business Operations Manager / Warranty Lead / Product Manager. Governance of customer facing Warranty documentation, Warranty policy and process management for all Cisco Business Units. Operational analysis and process repair to improve customer data.

San Jose

Warranty Lead / Product Manager. Governance of customer facing Warranty documentation, Warranty policy and process management for all Cisco Business Units.

International Site - Https://Community.Qlik.Com

Community moderation of a Jive powered world-wide technical community. Updated site communications, procedures and content. Pre-deployment testing and validation of site updates. Content creation and migration. Inline translations of user content and procedure development.

Sunnyvale

Wiki Community Manager (techwiki.juniper.net). Managed a MindTouch wiki and technical SME community. Requirements development, project management, implementation and administration of wiki contents. Rapid prototype and setup including Enterprise SAML integration.Managed content recycling and new content creation, negotiated with key engineers and responded to customer requests.

Sunnyvale

Review and editing Network Configuration Examples, tech writing duties. Scope and design of customer facing wiki to resolve customer information flow issues.

San Jose, Ca

Development from concept inception through usability and feature set product requirement documents (PRD's) for unreleased social media based tool. Project shelved pending funding.

San Jose, Ca

Contract project manager, relocated a small startup business and project managed multiple areas of the move to include office spaces, lab equipment, test engineering and IT services for a smooth transition to the new facilities.

Delivered cost savings (>$1.5 Million last year) and improved major customer relations for critical replacement programs. Negotiated innovative inter-departmental agreements to support customer success.Technical Lead/Subject Matter Expert for Service Provider product requirements (Carrier Class Initiative). New product features driven from customer best practices, internal case data and industry standards that reduced service costs.

Championed requirements for external customers and internal Customer Advocacy issues to Business Unit teams. Delivered usability improvements that reduced support case volume and complexity, yielding savings of >$100k each on multiple product life cycle support costs. Trained design engineers and business unit teams to improve product features resulting in reduced case loads. Conducted customer site tours and educated engineering teams on customer experience factors. Managed alpha product reviews with key customers to enhance feature sets and document delivery goals. Identified wasteful document delivery that saved over $1 Million per year per product and reduced direct to landfill shipments.

Completed project management of Central Office showcase as Cisco employee.Organized volunteer team to construct network at Pasadena Conference Center to deliver IP video support for Planetfest Mars Lander activities.

Project manager for first Cisco Central Office showcase. Initiated, inspected and implemented change orders for Contractor deliverables and internal group requirements. Managed budget compliance and change order costs to reduce project expenses. Competitive dial system analysis and VoIP product support.

Nasa Ames Research Center, Mountain View, Ca

Managed planning group for new NASA Science Internet (NSI) network connections and documentation of previous network expansions. Assumed additional responsibility for managing the Network Operations Center (NOC) and the Network Architecture groups during transition/shutdown phase. Project managed transfer of operations to Huntsville, Alabama and related system changes. Supervised the worldwide NOC and related support systems through transition.Operation of Telemedicine support systems including Spacebridge to Russia.

Specified world class structured wiring infrastructure to support future cost reduction programs. Reduced port activation times to <1 week from over 3 weeks. Over $100k per year in recurring adds/moves/changes costs eliminated.Designed replacement strategy for entire hospital network cable plant and remote clinical support sites. Initial capacity modeling for new Patient Electronic Medical Records initiative. Projects included network core revision, remote site integration and computer room modernization.Design and operation of long distance Telemedicine and medical training.

Single Source - Sun VAR customer support company and Internet startup. Services provided to customers included network documentation and new network design proposals.Net Connect - Pre-Internet Boom development to create new commercial commercial service from ANS backbone. Provided installation and design support for initial dial POP and interconnect to Class 4 switch for ISDN and POTS calls.

Design and implementation of worldwide communications network utilizing packetized protocols to provide data and voice integration. New campus construction supervision, consolidation of numerous remote buildings into main campus. Campus structured wiring selection and deployment supervision. Network integration into prototype manufacturing clean rooms.