Project/business Manager (san jose west)

CHARLES ALTAWIL show contact info SUMMARY Result driven and customer-oriented professional, managed mission-critical customer support and QA testing pro-jects.
Highly refined customer and global business management skills consisting of designing customer and quality metrics; extensive experience dealing with critical incidents; and people management.
Consistently achieved break-through results and improved profitability.
Leader in transforming organizations to a customer focused approach.
Strong interpersonal and communication skills with a track record of motivating and developing leaders and players in geographically dispersed team.
CAREER HISTORY Temobile, Los Gatos, CA Dec 2017 – Dec 2022 Store Owner and Manager • Aligned customers need with unique products and continues support to maximize Tmobile and store revenue.
• Executed business strategies and identified opportunities that drive sales.
• Increased customer satisfaction, and expand store traffic.
• Provided excellent customer service through timely and accurate processing and compliance with Temobile regulation and polocies.
• Followed up and maintained eye-catching merchandising standards and ensured their availability according to demand.
Infenera, San Jose, CA May 2015 – July 2017 Sr.
Technical Support Manager • Improved the product quality and provided quick turn-around of complex design issues; delivered solutions that enhanced the existing test plans quality and customer metrics, also managed resource allocation based pri-orities.
• Dramatically improved technical skills & capabilities of the engineers by setting expectations and driving train-ing programs and personal development initiatives.
• Introduced new processes to streamline reporting metrics on the health of the product.
NETAPP, Sunnyvale, CA May 2014 – May 2015 Sr.
QA & Technical Support Manager • Managed the QA and technical support teams using Agile methodology to test and support NetApp Mars FlashRay project.
• Worked closely with customers and account teams to assist in identifying root causes of problems; provided the required details to software developers for faster resolution of issues.
• Setup customer environments to reproduce issues and assist in improving the resolution process; provided the development team with necessary diagnostic info to resolve and verify the issue.
HITACHI DATA SYSTEM (HDS), Santa Clara, CA August 2010 – May 2014 Director, Customer Support & QA Manager • Built QA and customer support engineering teams from ground up and defined the necessary processes to handle customer escalations between USA and Japan.
• Designed one centric Customer Support Web location for all of our internal support teams for access to all cur-rent release, known issues, troubleshooting guide, Q&A, releases documentation, customer check list, and dis-cussion tab.
• Managed the team to improve the revenue from $2M to $7M by understanding the customers’ needs and incor-porating them into requirements, improving the quality of the product, and providing an outstanding customer support.
• Duplicated customers’ issues to identify the root cause and provided them to the developers for fast fix turn around.
• Interfaced with multiple application development groups, test groups, and project managers; took major initia-tives to improve test plans development and test cases by introducing Smart testing.
• Dramatically raised the bar for the product quality by introducing many quality templates and metrics (i.
e.
quali-ty code, product component and customer support metrics).
• Reduced cost by using one ultimate centre tool that enables employees to create/edit/read test cases, defects, use-case requirements, lab requests, and documentation; provides executives level reports.
CHARLES ALTAWIL PAGE TWO EMC CORPORATION, Berkeley Heights, NJ June 2006 – August-2010 QA and Customer Support Manager • Managed the customer support and QA local and offshore engineers, duplicated customer environment, and provided root cause analysis for fast fix turn around.
• Tested EMC Storage Devices; performed configuration and testing of integration with various operating systems including Windows and Solaris; created test cases tracking to capture previously unchecked scenarios.
• Held QA and customer support necessary daily/weekly meetings to closely manage outstanding issues assuring quality products on time.
• Assisted Sales group in selling, presenting pre-GA and GA EMC SMARTS products, and demonstrating them to potential customers; authored the Statement of Work, and provided necessary technical feedback to the custom-ers.
• Performed impact studies and contingency planning within the change and release management process to en-sure no disruption of service, and involved key stakeholders in the process to determine their possible organiza-tional impact.
PILOT TRAVEL CENTERS, LLC, Knoxville, TN May 2004 – June 2006 Senior Project Manager • Managed the CCTV Help Desk to provide operational support for 260+ travel centers.
• Designed, managed, and implemented an engineering cycle process using a modified version of Waterfall for all Technical departments within Pilot Travel Centers.
CIENA CORP, San Jose, CA January 2000 – May 2004 Software QA Manager • Managed, implemented, and tested APS features for ADM192 card on ONLINE Metro DWDM platform (Pow-erPC 8260, VxWorks, i.
e.
; Protection Toggle, Hold Off Timer, 1:N, Extra traffic, NUT, ENUT, Dual Homing, etc.
) • Managed multiple technical teams to design, implement, and test APS engines for BLSR, Linear 1+1, 1:N and UPSR based on Bell Core standards and ITUs (SDH equivalent) on Metro Director K2 and ONLINE Metro plat-forms.
• Designed, managed, and tested the SDH/SONET software to handle TL1 commands, equipment and facility pro-visioning, alarming, performance monitoring, automatic protection switching, and other customers requested features.
• Managed the technical teams tasked with the design and testing of the Control Card Fault Tolerance feature.
• Used the following tools to aid design, development, and project tracking: MS-Project and MS-Office, Rational ClearCase, Rational Rose Model, Perforce, and OmniBer.
NORTEL NETWORKS, Ottawa, Canada 1993 – 2000 Senior Test and Verification Engineer • Designed and managed all the testing activities of the Hitless Upgrade feature for OC48/OC192 product.
• Responsible for large network setup and testing for the high-speed optical products (OC192, OC48, OC12 and Optera Long Haul DWDM).
• Designed the test plan for OC48 2-fiber and BLSR ring and linear APS configured with diverse route.
• Supported and maintained Data Control Unit (DCU) card.
• Designed a new Command Interface Tool to generate and clear alarms on the Network Element for testing purposes, designed testing programs (using C language & Unix) to test and sanitizing Network Element Loads.
• Primary engineer in software/hardware integration of large network system for a major OC48 release.
Planned, scheduled, and coordinated system resource allocation.
Responsibilities also include system support to field problems, and participation in other ongoing projects.
• Coordinated fixes and feature enhancements contents, and sanitization of weekly shippable software releases.
TECHNICAL EXPERTISE Platforms: UNIX, Windows, Linux, Mac iOS.
Networking: WAN (SONET, SDH), LAN (Metro Ethernet, TCP/IP), MAN (DWDM), VOIP, MPLS, SNMP, OSPF, TL1.
Storage: NAS, SAN, DAS, Fibre Channel, iSCSI.
Others: Project Management skills, Creative and innovative, Incident and Problem resolution, Planning and Organi-zational skills, Strong interpersonal and team working skills, Decisive influencing and negotiation skills.
EDUCATION Project Management Institute Completed ITIL V2.
0 and V3.
0 courses Advanced Degree, Computer Engineering Technology CO-OP option, Algonquin College, ONT Canada Bachelor in Mechanical Engineering, University of Damascus, Syria