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 products in the Mitel portfolio; mobility clients, contact center, call recording and government compliance programs. • 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 successfully support major product releases. • 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.• Develop and implement Global Support Service’s plans and processes for release introduction programs that ensure service quality and operational efficiency. This covers staff training, documentation, and knowledge articles (internal and customer/partner facing) and CRM/tools systems.•Help define product supportability requirements for both large and small product releases with the goal of making it easier for the customer and support to troubleshoot and resolve product issues. •Successfully implemented complex projects by actively working cross-functionally, building solid relationships with globally diverse development and support teams, and being detail-oriented and well-organized.• Provide quality and serviceability analysis throughout the release development cycle and report on this analysis.

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 release milestones including Minimum Viable Product. Manage project using Agile Scrum and Kanban methodologies. Project tracking done with Atlassian JIRA. Confluence used for project documentation.• 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 phone issues.

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 risks/issues. • 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.• Overcame limitation in existing infrastructure affecting release OEM product SnapProtect. Analyzed issues and drove solution. • Presented at bi-annual business reviews with Partners such as Commvault, Cisco, Brocade, and others. Provided feedback to the responsible organization, helping drive issues to a resolution that affected revenue. • Delivered Support Implementation Plans with Partners as an appendix to Reseller or OEM agreements describing how escalation support interaction works between the Partner and NetApp. • Established success metrics for a Cisco SMARTnet support contract renewal program that generated an additional new annual revenue and increased customer retention for NetApp.• Managed the merger and acquisition of acquired external portfolios driving key components of the integration process including customer entitlements migration, support center training, and hosting of new software on the NetApp.com site adding millions of additional revenue to the company.

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 products generated hundreds of millions in revenue per year.• 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