Ron Turner Email & Phone Number

Richland, Washington, United States

Richland/Kennewick/Pasco, Washington Area

-Strategic planning, roadmaps, and investment project execution of multi-million dollar portfolio-Digital workplace and platform transformation leader through strategic blueprints and roadmaps-Portfolio management for business operations project investments with c-level stakeholders-Engagement with senior-level managers at regulatory agencies-Agile transformation of enterprise IT project management and software engineering-IT service management analytics champion and architect

Richland, Washington, United States

-Financials FSCM, HCM, and ELM / training enterprise platforms-Led transformation of team and business partners to Agile investment model-Led multiple IT Service Management improvements to understand and balance investment and operate/maintain

-Manage application and business analysts with responsibility for a variety of enterprise and custom applications-Manage program managers with responsibility of software quality assurance, software management, and associated policy and procedures-Manage project managers and project contract resources from contract establishment to closeout-Collaborate across business organizations, vendors, industry peers to evaluate IT trends and needs based on business process improvements-Direct the IT capital budget process including new project proposals, cross-discipline review committee, resource planning, oversight of project execution-Change agent for configuration management process improvements, implementing procedures, and acting as change control review board member

-Managed engineers in the U.S. and Asia responsible for diagnosing and resolving field product quality issues as discovered in customer IT environments-Actively coached employees on personal and team development plans, managed staffing, performance objectives, training, and budgets-Product coverage included all ProLiant servers, associated infrastructure, and supported hardware Options-Frequently acted as lead manager on technical escalations working with field resources, engineering resources, leading technical discussions, status calls, root cause efforts, resolution details, and remediation action plans with high-profile CxO customer contacts-Developed small-scale software applications to track and report field quality trends for continuous improvement of products and cost of quality with suppliers

- Primary responsibility to reduce warranty costs as a percentage of revenue and service event rates amid the warranty install base (WIB) accomplished through improved quality and reducing service costs.- Led numerous cross-functional process and warranty cost improvement teams with participants from Business Units and Technology Services disciplines producing $16M+ savings while in the role, and $4-6M in annual residual savings.- Led other process improvement, quality analysis, or field issue teams / initiatives such as quality War Rooms, class issue field and supplier remediation, new product launch quality monitoring, and quality clauses in contracts.- Frequently acted for Director, attending executive Staff meetings, representing Quality management in customer escalations, sign-off authority on high-visibility product replacement requests, and led hiring of two team members in 2008.

- Managed team of Systems/Software Engineers and Engineering Project Managers.- Collaborated with 3rd Level, Service Delivery, Executive Management, R&D, QA, Product Service Managers, Account Managers, and Escalation Managers to acknowledge, assess, consult, resolve, and communicate ProLiant quality issues.- Assigned, prioritized, and monitored individual workloads including escalated cases, consulting issues, technical mentor¬ing, and documentation of product issues with double-digit per engineer efficiency improvements 3 of 4 years in role.- Provide skills and career development coaching and performance feedback to employees via formally documented focal point reviews, development plans, as well as regular performance feedback discussions during 1:1 sessions.- Devoted significant time defining and developing tools / processes for identifying product quality trends, tracking and improving customer satisfaction, and reducing warranty costs. (included managing development of multiple .NET and SQL Server tracking and data mining applications)- Developed and maintained a web-based dashboard to monitor and evaluate key performance metrics, project status, and individual accomplishments in order to meet/exceed team performance targets, and Service Level Agreements.

- Senior Engineer with team lead role responsible for debugging, resolving, documenting, and communicating hardware and software product issues with Global Case Management teams.- Primary technical focal point for escalated field product issues from the Latin America, then Japan Regional Technical Support Cen¬ters, providing consulting, information sharing, and process/procedure support to regional case managers.- Group lead for assigning team members' workloads and prioritizing all escalated cases from EMEA, Asia Pacific, and Japan Technical Support Centers.- Chaired weekly group case review meetings, facilitating knowledge sharing and mentoring less-experienced team members in developing technical and critical problem evaluation skills.- Experience with systems-level debugging, technical documentation, user documentation, EOL product sustaining strategies, and collaboration with other product division and worldwide technical support engineering teams.- Promoted multiple times from Systems Engineer II up to Systems Engineer V during tenure with the team.

- Designed, tested, deployed, and maintained a call center network of PCs, NT servers, Alpha/VMS host servers, and a Tandem Himalaya server.- Administered heterogeneous network consisting of IPX and TCP/IP on NT 4.0 & 3.51, NetWare 4.x, and OpenVMS 6/7 operating systems with Oracle, IIS, Groupwise, and legacy applications.- Led effort to analyze, plan, and subnet network traffic for the department LAN and set up network connectivity with an outside partner organization.

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