Business Development Manager

Business Development/Service Manager

Helping Friends, LLC

Contact: Dawn Mular dawn.mular@helpingfriendscareernetwork.com
330.703.1007

Summary of Qualifications

A seasoned manager with proven people skills, a strong technical background and business acumen. His hands-on experience in strategic planning, business unit development, project and product management, and software design and implementation was garnered in large corporations and in a start-up.

Senior project/program manager with Prince 2 certification. Technical Manager with broad-based experience and knowledge of computer hardware and software, including installation, configuration management, troubleshooting, and support. Proven ability leading teams to successfully design, develop and deploy products and services to the high tech marketplace. Breadth of industry experience in Technical Services, Engineering and Information Technology.

Experience

Sun Microsystems, Inc. 1994 – Present

Business Development Manager

Plan and run Regional Operational reviews worldwide for all Sun Educational Services field delivery teams. Responsible for budget planning and tracking for Customer Advocacy organization. Responsible for coordinating and developing Sun Education Business Plan. Direct customer contact for providing input for Sun curriculums, products, and consulting services, including attending Trade Shows, surveys, and customer visits.

Practice Development Manager for Educational Services Solution Integration

Responsible for all aspects of design, development, quality, implementation and maintenance of integrated solutions. Worked with the multiple Sun Services business units to identify and incorporate customer and business requirements and ensure quality customer learning solutions. Developed the Operational Capability Assessment (OCA) that provides an organization the ability to deliver IT services to an agreed upon service level in a predictable fashion with acceptable risk and cost. Integration Manager for Educational Services on two Corporate acquisitions.

Support Services Senior Manager, Enterprise Services Information Technology

Managed deployment of Computer Telephony Integration (CTI) software for Sun’s Customer Care Centers world wide. Managed deployment and sustaining maintenance of the Product Life Cycle Database Software (PLC-IMS) for all new product and service development. Management of Sun’s Mission Critical Application and server consolidation project. Development and management of applications migration plan, scheduling, project plan and updates, and test cycles.

Project Manager, North American Field Organization Manager (NAFO)

Responsible for the start up and build up of Sun Service’s Campus in Broomfield, Colorado. Specific duties included the transition of technical jobs and personnel from several California locations to Broomfield, CO, and identifying and selecting qualified candidates for all the technical support teams in the Customer Care Center. Established a presence for Sun in the Denver metropolitan area. Additional responsibilities included Campus transitions for NAFO in Burlington, Massachusetts and Newark, California.

Manager, Mission Critical Support and Technical Account Support

Second level manager responsible for definition, organizational development and implementation of 7×24 Mission Critical Support and Technical Account Support teams. NASC liaison to the Support Services World Wide Organization for specification of Account Management deliverables.

Manager, Business Support

Managed North American Solution Center training. International interface between NASC and Sun’s international solution centers. Expanded Sun’s interface with a third party vendor to provide warranty support for Sun products. This included defining products, training and product requirements and contract requirements for the NASC and the third party.

Apple Computer, Inc.

Manager, Developer Technical Response

Managed the Network/Communications and Hardware Technical Support Groups. The group’s charter was to provide code level technical support to third party software venders developing applications to run on the Apple platform. Managed the Apple International developer technical support interfaces. Responsible for setting up problem escalation and relationships between product divisions and countries.

Manager, Direct Response Center

Managed the A/UX and Network and Communications Technical Answerline. Defined and implemented the Apple USA In-house Developer Support program. Duties included defining product support scope, deliverables and technical expertise requirements. Managed a staff of 10 engineers. Responsible for relocation of groups to Austin, TX. This included site identification, transfer of resources and establishment of a parallel site in Austin until transition of all functions completed.

Sun Microsystems, Inc.

Manager, UNIX Technical Support

Managed Technical Support Engineers that provide technical support to Sun customers. Built and re-skilled a group that originally consisted of 6 engineers to a staff of 18 with the proper skills. Responsible for helping define support requirements for Sun OS releases. Responsible for defining staffing requirements and problem escalation.

Fortune Systems Corporation

Principal Software Engineer/Project Leader

Project leader for the design, development and deployment of the company’s local area network. Supervised four programmers and coordinated all aspects of the project product cycle, including schedules, interface of hardware and software vendors, manufacturing, documentation, and product assurance. Project leader for tape streamer. Responsible for all aspects of the product release cycle. Wrote device drivers for peripherals designed for the Fortune System. Ported all drivers from the 68000 architecture to the 68020 architecture.

Systems programmer.

Wrote utility programs for Fortune’s UNIX system using “C”. Projects included menu preprocessor, videotext libraries, floppy diskette copy utility, and tape archival program for tape streamer. Technical Support for datacenter and lab operations group.

Ford Aerospace and Communications Corporation

Programmer/Operations Support

Design and development of system utility software, maintenance of system software, administration and maintenance of UNIX systems.

Languages and Operating Systems

C, FORTRAN, Basic. Various Assembly languages UNIX sh/csh . SunOS, and Solaris 2.X.

Education

University of Phoenix

BSB-IS, Business and Information Technology, 2002 3.9/4.0 GPA

De Anza College

AA, Liberal Arts

Certifications

Neville-Clark ISO 9000 Certified Auditor

Prince2 Foundation

ITIL Foundation

Activities

Mayor, Lafayette, Colorado

City Council Member, Lafayette, Colorado