Robert Caballes Email & Phone Number

Liaised with program manager, RCDD, customers, and job site personnel to insure project schedules, resources, parts and logistics track as per the committed project implementation plan. Managed the installation of data, category 5 and fiber optic cabling, managed performance testing, trouble shooting and drove customer change request and project status review meetings.•Managed project plans, tracked schedules, and metrics, customization, and implementation/deployment criteria to plan targets.•Identified project gaps/risks, drove corrective actions, enabling 100% on time completion.

Executive selected program and project manager for the Sun/StorageTek integration. Managed key services transition projects, between corporate program teams and business teams to integrate the StorageTek processes and procedures into the Sun web based infrastructure. •Managed and facilitated multiple projects teams weekly.•Developed project plans, selections, and customization, risk, implementation, and integration and deployment criteria. •Demonstrated strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.•Developed time lines, action plans and schedules, drove committed deliverables.•Generated and managed all communications, management updates, project updates and executive briefings.

Quality and Customer advocate for storage. I project managed the highest level of critical storage incidents encountered by sales, service and customers that fell outside of the normal Sun escalation processes. Developed and facilitated corrective action plan, liaise between account teams and headquarters resources to address process, products or procedure deficiencies. Lead cross functional and geographically dispersed Sun virtual teams to expedite resolution of critical issues.•Identify internal resources to respond to significant customer satisfaction/quality issues encountered by end user customers and Sun field teams.•Provided executive management visibility and engage cross- functional teams when the normal Sun support processes failed and an account and revenue was at risk.•Drove visibility for customer issues across operations, engineering and the marketing product teams, until normal processes engaged to stabilize the critical customer situation.•Generated all communications including executive briefings and daily reporting. •Developed post mortem report and presented findings to the PLC, marketing product teams, engineering and executive management.•Identified lessons learned to close product quality loop for the prevention of future product/processes defects and recommended accepted best practices adopted.

.Department Manager for a team consisting of Critical Account and Customer Care Managers. My team project managed storage incidents, customer satisfaction issues, quality product defects, critical customer down situations and escalations. My team provided a single point of contact for all virtual field teams and cross-functional business units into the storage division. Drove Customer Intensive Care equipment needs for storage division.•Generated new processes, tactics, and strategies to better resolve critical account escalations.•Generated and presented weekly customer briefings for Network Storage executive staff.•Analyzed customer issues and presented quality trending metrics to executive management team.•Developed post mortem reports, presented findings to marketing product teams, engineering and management.•VOC for the customer concerns back into Quality and PLC teams.

Advocate for Network Storage. Championed storage issues on behalf of the sale & service account teams. Developed corrective action plans, escalation status and customer status reporting for the storage executive team. Identified as the single point of contact for all virtual CTE, PDE and field account teams. Provided the much needed visibility of the Services call center and escalation support processes for the Storage division.•Developed data gathering , product quality metric and analysis for process and product improvements•Analyzed customer issues, drove action plans and presented VOC to executive management team.•Drove special customer projects and programs. Drove virtual teams to resolve critical customer issues.

National/Corporate Escalation Manager for Sun critical customer escalation's within designated GEO, Area/Country. I supported Enterprise Services management by providing crisis program management for strategic customers, OEM’s and resellers. Program/project managed the most complex mission critical escalation's to stability. Engaged appropriate virtual business teams to resolve customer escalations, install best practices and enable long term get well corrective action plan. •Generated Area/Country/GEO War board alert reporting for Area VP's, RCSM, CSM and Sun executives.•Project management interface between AEC, Solution Centers, CTE, RSSE, ASSE engineers and field management. •Developed account support plans for service deliveries, between the customer and National Escalation Center.•Managed corrective action plan between the Solution Centers, CTE, and RSSE, ASSE and field management and corporate resources.•Provided post mortem reporting across all levels of management including, customers and Sun executives.

Managed the sales support group for graphic plotting division. Owned and drove product escalations in support of field account teams selling graphics plotting systems to OEM and resellers. I assisted the sales team in developing OEM account strategies. Sales Support supported trade show appearance with onsite sales/service presentations. Worked all aspects of problem resolution and reporting. Driving company revenues and improved customer satisfaction measurements.•Supported customer accounts where problems were not corrected through normal escalation process.•Conducted weekly account team meetings with customers and senior management.•Delivered marketing and corporate engineering input to field sales analyst, customer service engineers and sales account team.•Primary support interface for sales and regional service managers, district service managers, customer service engineers and systems analyst.•Presented technical descriptions of related problems and issues into engineering, systems development, sales and marketing departments.

Staff Analyst and liaison to field sales offices, re-seller channel and OEM and end user customers. Provided pre/post product sales-support/strategies for networked printing systems serving Asian Pacific, Latin American and North American regions.•Planned, organized and managed international marketing kickoff meetings to introduce new products and marketing programs into territories that generate 38% of the total company revenue.•Configured and reviewed hardware and software plotting solutions for new orders to eliminate potential problems and improve customer satisfaction, corporate targets.•Championed special projects and investigated/recommended third party products and potential ISV partners that enhanced and improved the product offering when requested by customers.•Developed training requirements for new hire field analyst, sales/marketing personnel, support of the Corporate Visit program.

Information Systems Management

Technology And Technical Writing

Business