Rod Pardorla Email & Phone Number

Austin, Texas, United States

Austin, Texas Area

• Manage release readiness for Mitel's UCaaS(Unified Communications as a service) products and programs.
• Member of the new product introduction team that program managed all aspects of support readiness and ensured the support teams, systems, and processes were ready to support some of the more complex and challenging.
• Support representative and program management lead on multiple product core teams from project initiation to product end of life utilizing developed expertise to ensure the support organization was enabled to.
• Advocates on behalf of Customer Success, Activations, Support, and Professional Services and on behalf of our customers as a member of the cross-functional Release Team.
• Created partner-managed support model for Mitel MiCloud Connect CX all-in-one cloud contact center powered by Talkdesk.
• As a member of product core teams utilized extensive years of direct customer support experience to anticipate potential problems and address them proactively with the cross-functional team.

San Francisco Bay Area

• Consulting Program Manager for Stealth startup in the MMO gaming industry. Responsibilities include backstory treatments, UI design and use case reviews, testing as well as defining product requirements for various.
• Provided IT support to local businesses. Conducted general PC support including Windows OS, application software, browser and anti-virus updates. Also responsible for troubleshooting of various network, printer and IP.

Sunnyvale CA

• Responsible for consistently high service readiness levels, including release management and communicating release information to the global support organization.
• Ensured that all milestones were completed at each development phase-gate and through EOL/EOS (End of Support).
• Planned reviews of Product Requirements Document (PRD) in the initial phase of the Product Life Cycle (PLC) including supportability and customer enhancements, prioritized product backlog/user stories, and operational.
• Attended Release, Sprint Planning/Review, and Retrospectives meetings on development teams using Scrum. Negotiated with the product owner on the product backlog.
• Drove Transfer of Information (TOI) training for support, professional services/consulting/partners, and education. Facilitated content requirements between presenters and audience.
• Collaborated with various NetApp Partners for rebranded and OEM product releases.

Mountain View CA

• Oversaw Support readiness for Veritas Storage Foundation, Storage Foundation for Databases, ServePoint SAN/NAS, SANPoint Control and Cluster Server. Represented support in cross-functional release programs. These.
• Coordinated with Engineering to provide new product TOIs, working on content with Support SMEs and developers.
• Collaborated with support and product manager reviewing (PRD). Gathered, analyzed and prioritized Support requirements. Served on the governance board representing Veritas Support during product release phase reviews.

San Francisco Bay Area

• Developed support plans for Novell WAN/WAC products. BorderManager, NetWare Asynchronous Connection Service (NACS), and NetWare Access Services (NAS).
• Worked on OEM Partner agreements and Service Level Agreements.
• Started my career as a Technical Support Engineer (level 1 support) for NACS and NAS.

Political Science, History, Computer Science, Electronic Technology

Program Management Methodology, Global Trade Compliance And Netapp Technical Product Courses

Certified Novell Engineer™(Cne), System Networking, San/Nas, Ipx/Spx/Ipv4, Nds, Bordermanager And Lan/Wan Management