Project Manager or Service Operations or Manager

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Project Manager, Service Operations, Manager with 20 years experience looking for a Supervisor position.



ERIC G. WRIGHT 10375 E. Acoma Drive, Scottsdale, AZ 92009 H: 480.664.0437 [email protected] M: 760.889.9387 PROJECT MANAGER Highly accomplished professional offering 20+ years of documented achievements i n: Project Planning & Management | Project Scope & Prioritization | Business Proces s Analysis & Design| Product Life Cycle Management | Feasibility, Risk, Financia l, & Cost Analysis | Policies & Standards Development Team Training & Leadership | Customer, Teams, & Partner Relations | Best Practic es & Continuous Improvement Strength in planning, defining, and overseeing all facets of product development , process improvement, and hardware / software troubleshooting projects that hav e enhanced customer satisfaction, increased capability, and positioned Cisco Sys tems for competitive growth. Analytical problem solver successful in partnering with global customers, management, vendors, and teams to evaluate needs and issu es, define effective solutions, and oversee appropriate and on-time roll-out of systems, products, best practices, and tools. Organized, take-charge professiona l with exceptional follow-through ability and detail orientation; able to plan a nd oversee projects from conception to successful conclusions. Natural communica tor and team leader with strong motivational skills. Mercury Project Management 6.0 Certification | Pursuing Project Management Profe ssional (PMP) Certification PROFESSIONAL EXPERIENCE CISCO SYSTEMS / STRATA COM, INC. - San Jose, CA 1993 - Present Dedicated 17-year career evaluating, recommending, and leading the delivery of t echnology, process improvement, and business solutions within strong ROI and TCO for these leading providers of networking and communications technologies / ser vices. Originally recruited by Strata COM and was kept on and promoted following acquisition by Cisco Systems in 1996. SERVICE DESIGN ENGINEER / PROJECT MANAGER (2006 - Present) Promoted into the Wireless Business Unit to plan and ensure the launch of next-g eneration of Cisco product offerings into the marketplace, and subsequently to g uide the full life cycle design and delivery of custom wireless products to glob al enterprise eBay, Sprint, AT&T, Walmart, and Home Depot customers. Accountable for overall success of assigned projects, from initial business commitment thro ugh development, execution, and customer satisfaction. Plan, track, and monitor all aspects of multiple, simultaneous projects. Define project scope, deliverabl es, and resources. Distribute status reports to team members, leadership, and cu stomers.

Selected Achievements & Projects: * Recognized for consistently delivering multimillion-dollar projects, on-time, within budget, and with high satisfaction. * Led the design and roll-out of next-generation of Cisco 1150 and 1250 Access P oints, which were deployed across all Cisco-based facilities to provide 802.11 c apability. * Project managed the development of new Valet access point product, which provi de enterprise businesses and consumers with expanded routing capabilities. * Managed the design of new WLAN controller for Cisco 4400 series product offeri ng that enable business customers to lower total cost of ownership by expanding the total amount of users supported within each device. * Achieved $2 million in savings within one year by conducting root cause analys is on under-performing projects and products, and implementing value-driven solu tions that enhanced on-time delivery and improved overall product quality. SERVICE READINESS ENGINEER (2003 - 2005) Selected as a member of product support engineering team to recommend solutions to minimize reduction of calls received within the Technical Assistance Centers (TAC) from customers and field personnel on network management systems, wireless devices, and IOS platforms. Analyzed call metrics; identified re-occurring issu es and possible solutions; and partnered with project management, engineering, d evelopment, and support teams to deploy new tools, create documentation, and enh ance applications and environments. Selected Achievements & Projects: * Delivered $200K in savings while increasing customer satisfaction within 1st y ear within the network management systems TAC organization; and $150-200K in qua rterly savings for the wireless and IOS TAC organizations through the developmen t of configuration and diagnostic tools, and creation of installation and user g uides. CISCO SYSTEMS / STRATA COM, INC. - CONTINUED... TECHNICAL ASSISTANCE CENTER (TAC) MANAGER (1999 - 2003) Advanced and given total responsibility for managing and expanding Level II netw ork management systems support operations during growth of service provider clie nt base globally. Based upon success, requested to assume responsibility and enh ance performance of storage, routing, switching, and WAN Level II support teams. Recruited and interviewed resources; trained and mentored team members; and est ablished relationships with other global network management systems and service ability design teams. Selected Achievements & Projects: * Pivotal role in achieving outstanding customer satisfaction scores for more th an 200+ global clients by growing network managements systems support team from 8 to 35; instituting a new shift support model; and defining and ensuring the ad option of support standards and best practices. * Successfully turned around and improved network management systems teams' cust

omer satisfaction score from 4.4 to 4.8 out of 5.0 within 8 months through the i nstitution of effective technical and customer service training programs. TECHNICAL ASSISTANCE CENTER (TAC) TEAM LEAD / CUSTOMER SUPPORT ENGINEER IV (1996 - 1999) Chosen as a core member of TAC Support Group following acquisition by Cisco to p rovide optimal Level II support to 100+ enterprise customers across 26 network m anagement systems. Interfaced with customers' network operations and systems adm inistration teams to diagnose and troubleshoot complex issues. Advanced to Team Lead within 1st year to recruit, train, and oversee efforts of 8 Customer Suppor t Engineers. Analyzed and resolved escalated implementation and configuration pr oblems. Selected Achievements & Projects: * Granted 2 Employee Achievement Awards for leading team in attaining high custo mer satisfaction scores within 1st year. Established standard operating procedur es; wrote process documents; development configuration and documentation guides; and documented lessons learned. * Planned, tracked, and monitored all aspects of customer cases to ensure proper and on-time resolution across 100+ service providers throughout the United Stat es. INTERNATIONAL SUPPORT ENGINEER III (1993 - 1996) Brought on by Strata COM to ensure optimal resolution of escalated issues identi fied by global customers, partners, and field application engineers across multi ple network management systems. Selected Achievements & Projects: * Recognized for maintaining high problem resolution and customer satisfaction r ates during tenure. Created test cases to emulate and resolve performance, insta llation, and configuration issues. SUN MICRO SYSTEMS - Mountain View, CA 1986 - 1993 TECHNICAL SUPPORT REPRESENTATIVE V Recruited as a Technical Support Representative and earned 4 promotions based on consistent contributions to solutions design and implementation, customer satis faction, and problem resolution. Led team of 5 in administering and optimizing U NIX / Solaris environment supporting development team. Selected Achievements & Projects: * Enhanced overall quality of integration software by identifying and reporting software defects to development team. EDUCATION & CREDENTIALS Network Management / Data Communications Curriculum | DEANZA COLLEGE Project Management 6.0 and IT Governance Demand Management 6.0 Certification Tra ining | MERCURY Technology Proficiency MS Office Suite (Word, Excel, PowerPoint), MS Visio & MS Project, Solaris & Wind ows Platforms; Cisco Network Hardware

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