Director, Customer Business Resume Example

• On-boarded, mentored and coached a staff of D&S Customer Support Program Managers to support US and International Defense Customers.
• Planed and executed the Net Promoter Survey (NPS) across Honeywell Aero D&S, ensuring action plans were created and driven based on customer responses.
• Represented C&PS in the Quality Managemen System via the One Aerospace Working Group, responsible deployment of Aerospace Procedure and Policy for the C&PS SBU.
• Managed the D&S C&PS Export Control yearly compliance training and newsflash.
• Responsible for ensuring successful customer advocacy and aftermarket business growth for the Canada, South America and International Distributors D&S customers.  
• Led Entry into Service for the first FAA certified Honeywell SmartPath system, which included managing technical publications, training, field technical support and repair & overhaul preparations for future customers.
• Improved total customer experience, including improving Voice of the Customer scores by 50% for Distributors and Channel Partners.

Solutions Architect / Sr. Implementation Specialist – PR Office

Graduated from the Implementation Specialist boot camp hosted in Franklin MA in 2007.  

Designed and served as design consultant of Storage Area Network configurations for PR, Caribbean and Central America customers. Managed account relationships to ensure professional services and technical system implementations were satisfactory to customer demands. Provided technical consultations on EMC products to key customers, in particular in the area of Data Migrations from 3rd party storage array to EMC storage array.  Some major projects included data migration to Symmetrix DMX at Evertec Inc Puerto Rico; SAN configuration and data migration at EPM Bogota, Colombia. 

Manager, Hardware Engineering (Signal Integrity) – Hopkinton, MA Successfully created a Signal Integrity group merging three different groups into one focal point team.

Drove a structured process to best leverage the group's expertise, promote inter-group mentors and cross train the engineers in different EDA and test equipment tools. Implemented initiatives to streamline design and development efforts of electrical and physical PCB for an improved eCAD high speed signal designs. Managed the development of new PCB techniques using varied materials for next generation high speed products. Planned all staff activities related to project assignments, leveling resources across multiple projects, prioritizing projects with the purpose of developing new Storage Systems. Managed, recommended and justified the purchase of EDA tools and lab test equipment. Responsible for planning, managing and executing the development of system interconnects.  

Engineering Quality Assurance – Hopkinton, MA

Supervisor for System Integration and Design Verification effort for the EMC Symmetrix Platform.

Led a staff of engineers to work closely with design, quality and manufacturing engineers to develop a full System QA Test Matrix and numerous DVT plans to meet and exceed the quality standards. Responsible for System integration testing, which included power subsystem, storage processor boards, front end and back end modules, system connectivity and disk drives. Led efforts and developed test plans to qualify Drive Array Enclosures under stress environments to determine design robustness. Led FMEA analysis for Processor Module (Director) power distribution.