Stephen Austin Email & Phone Number

Curating HR best practices and caring for the professional well being of 150 hard working employees in one of the most dangerous industries.

Asset and property management, business services and solutions.

Houston, Texas, Us

• Quality Lifecycle & Supportability Engineer | Mar 2011 – Nov 2020 (10 yrs., Remote/Worldwide)o Leveraged escalation and business experience to create User Stories that influenced Quality Left-Shift product development and quantifiable reduction in customer escalations and continuous improvement of Customer Satisfaction (CSAT)o Quality Lifecycle Projects Planning, and Management; monitored and managed quality metrics, mined technical/business escalation/diagnostic data, monitored defect burndown and requirements burndown, verified quality deliverables and managed quality outcomeso Data Analysis & Reporting; Key Performance Indicator (KPI) reports, trend analysis & forecasting, release readiness, defect classification and prioritization, customer/executive presentations, business risk reporting, process analysis and improvementso Product Escalation Management; planning customer risk management, analyze defect impacts (business/technical), release adoption control and recall administration, discrete recovery from Installed Base and Model/Class quality issues, business/brand protectiono Primary Tools & Methods; Agile, Waterfall & Hybrid, Lean Sigma, Kanban, Burndown Charts, User Stories, Root Cause Analysis (RCA, 8D), Improvement/Change Management (Kaizen), Design for X (DFX), Failure Modes Effects Analysis (FMEA), customer surveyso Reduced defect classification/prioritization time by 53%, Managed Quality & Supportability of 27 major software releases with 99% on schedule Release Readiness on 9 storage platforms, reduced Customer Found Defects 17% through process improvements.For: Storage Management Software, SAN switches (Cisco, Brocade), hardware interfaces (QLogic, Emulex, HPE) and Cloud computing (PaaS, IaaS, SaaS).

Houston, Texas, Us

• Business Escalations (BE) Manager | Nov 2004 – Mar 2011 (7 years, Remote/Worldwide)o Engage on critical customer escalations outside the authority/capability of escalation managers; rapid engagement with customers and accounts at-risk of product returns, deal exposure, sales cycle delays, litigation, and brand damage, closed loop escalation RCAo Recover At-Risk Business; Repair business relationships, develop technical/business solutions, negotiate solution terms with customers and stakeholders, track solution outcomes, tailor inflight solutions, formally close with customer at completiono Primary Tools & Methods; liaison, business process analysis, opportunity research, emotional intelligence, interpersonal & team skills, conflict mediation, negotiation, creating consensus, encouraging accountability, C-level presentation skills, customer problem-solvingo Successfully led 837+ worldwide Business Escalation cases with 99.97% success rate, rewrote the Business Escalation engagement process incrementally reducing cases by 7% YoY

Houston, Texas, Us

• Array Storage Software Engineer | Nov 2000 – Nov 2004 (4 yrs.)o HTTP server & browser GUI software (C, HTML, JavaScript) for customer local/remote control, diagnostics & troubleshooting of DEC storage arrayso Successfully designed and developed 3 major releases of the primary customer interface and Apache HTTP Server for mid-range array storage products

Houston, Texas, Us

DevOps; QA, supportability, serviceability, reliability. Provided direct sales and post sale support for DEC storage arrays. Specialized in SCSI protocol debugging, driver and test software development.

Managed worldwide field engineering support of 12 inch, 51/4 inch optical, magneto-optical and magnetic tape drives. Wrote operations/maintenance curriculum, and taught 1-week training and certification courses worldwide. Converted 'free' training services into a lucrative corporate profit center. Developed SCSI interface optical drive field performance and test tools. DevOps; QA, serviceability, supportability, reliability. Designed and developed (C, Javascript) bit-mapped on-board diagnostics logging and advanced troubleshooting software for 3rd party maintenance companies.

Drone Photography

Lean Six Sigma

Technical Communications, Major Coursework