Associate Product Manager
Managed the development and rollout of the @Home QuickStart Kit.• Led cross-functional team of over 150 people to deliver critical product on time and within budget. Worked closely with team members from UI Design, Software Engineering, Documentation, Quality Assurance, Graphic Design, Channel Marketing, IT, Project Management, and Customer Care.• Leveraged strong technical background and in-depth understanding of Internet/networking protocols, account provisioning systems, and client software capabilities to construct comprehensive product specification and drive development.• Carried out extensive customer and technician usability testing, and managed multiple market trials across several cable operator distribution partners.• Served as key conduit between customer needs and expectations and engineering teams. Gathered and analyzed weekly data from online tracking systems and market trial surveys. • Tracked and reported on evolving market conditions, press and analyst coverage, and major customer wins. • Adhered to the “Product Life Cycle Process” to enhance the efficiency, effectiveness, and overall success during development and improvement of products.Network Operations Engineer (1998-1999)• Monitored the @Home suite of Internet services including: e-mail, Usenet news, personal webhosting, DHCP, DNS, and cable modem provisioning.• Worked with equipment vendors and @Home Engineering support groups to resolve network failures.• Offered expert level support for network issues and network application problems.Customer Support Technician (1996-1998)• Provided expert level desktop and server side support for @Home broadband customers.• Developed tech notes and online resources for customers, Tier 1 and Tier 2 support personnel.• Trained technical support representatives. Researched and resolved support problems and product usability issues.• Recognized consistently in annual reviews as a top performer.