Customer Support Manager (Chief) / Senior Analyst
- Directed CAD/CAM operating systems and applications support services
- Provided support for TCP/IP network, backup scripts, configuration management, upgrades, capacity planning
- Established and negotiated service level agreements, provided regular status, and assigned priorities
- Maintain and perform to budgets, technical presentations, special project support
- Provided problem resolution, developed and
implemented software solutions
- Provided instructors for internal training program
- Supervised Customer Support Help Desk
Accomplishments
- Planned & executed 160 workstation
swap-out, reducing maintenance costs by $300K per year
- Directed CPI team in vendor offload project, 182% production schedule improvement
- Directed CPI team, improved response to customer service calls (from 4 hrs to under 40 minutes for 90% of all calls)
- Initiated state funded training project, secured $369K grant for h/w and s/w
- Trained over 120 engineers in 3D, 2D, Illustrator2, Desktop publishing and UNIX
- Designed/developed application to automate machine cutter selection, 3X productivity gain
- Developed Electrical Symbol Library and corresponding user interface
- Automated process for IGES translations between dissimilar CAD applications
Company
Profile
Goodrich
is the world's leading independent full-service supplier of commercial aircraft
nacelles, pylons, thrust reversers and other structural components. Our
technology spans the gamut of aerospace material systems. We provide advanced
metallic and composite solutions for low-cost, lightweight durability.
Goodrich has decades
of experience managing complex international program alliances and are aerospace
leaders in implementing Lean Manufacturing/Product Development methods.