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Summary |
I am an experienced architect and program manager in the area of web application solutions, products, service and support operations - with 500+ projects and wide expertise in web application delivery/acceleration, Internet technologies, product/application supportability, development and rollout of operational methodologies and processes.
I am highly motivated by making things work, improving them, and bringing order, clarity, effectiveness and efficiency into my work. I love seeing and creating solutions and processes that are needed, are simple and effective, are a joy to use and support, and are well documented. The overall guiding approach in my work is to methodically create well-functioning environments/systems for current goals and needs, improve them until diminishing returns or higher priorities, and free resources for focus on new goals.
I am both creative and methodical in the analysis of problems and identifying solution options, and an idealist and consciously pragmatic in their prioritization, development and implementation in the face of fixed constraints and overriding priorities.
I have strong technical knowledge and aptitude, combined with interest and understanding of business contexts and customer (user) needs. I am mindful of not re-inventing wheels and creating solutions without a purpose. At the same, I am thorough and develop my own methodologies and operational processes where necessary.
I am open-minded, comfortable in diverse environments and across organizational levels, and bring with me a sense of humour (where appropriate). Others regularly seek me for guidance on the right direction and as a voice of reason, calm and credibility.
Technologies/Trends where I am most looking to get more involved:
* Migration/simplification/consolidation of most current web applications (communication, news, commerce, personal data transactions, music) from stationary computers to mobile devices
* Migration of TV delivery and programming management (visual entertainment) to web applications
(I do NOT require U.S. visa sponsorship.)
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Expertise
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The following is a summary of functions and fields that I like and in which I have experience:
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Internet architecture, technologies, applications: HTTP, IP, Streaming (7+ years in solution-oriented functions at Akamai)
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Solution architecture, implementation and project management
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All aspects of web application delivery, performance and management (500+ projects)
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Product design/requirements specification, prioritization, validation
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Product/application supportability, usability, service and support operations
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Development and rollout lifecycles (application development, product launch), solution implementation / usage lifecycles
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Definition and implementation of operational methodologies and processes
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Standardization, alignment and efficiency of existing operational processes
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Organization of information into clear, coherent structure and presentation
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Accomplishments |
The following is a highlight of my accomplishments while at Akamai. Below it are the summaries of my responsibilities and accomplishments in each position.
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500+ customer implementation projects for web application and media delivery and acceleration:
* More than any consultant in company's 10-year history, as a solution architect, implementation engineer, technical project manager
* Several of Akamai's top 10 customers by revenue, 8 of Fortune 25 companies, 24 of Fortune 100 companies
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Defined and rolled out a self-funding standard implementation service methodology and operations:
* Part of the holistic implementation service portfolio (self-service, trial, standard, premium standard, custom)
* Followed for required implementation for 80% of customers, initiated to support 30%+ revenue growth
* Reduced support effort of a base implementation from 15-25 hours to average of 5 hours.
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Defined a holistic set of 100+ standard product supportability requirements as owner of service readiness of products:
* Ensuring supportability of a portfolio of 50+ solutions/products in each launch phase (beta, LA, GA)
* Addressing all customer lifecycle phases (pre-sale qualification, trial, contracting, provisioning, solution design, implementation, testing, rollout, use, support, maintenance, upgrade)
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Defined, rolled out, and managed operations of product support launches into the Global Services and Support organization:
* Comprising 100+ product launch tasks applied to 25-50 product updates 3 times a year, with the function of definition, prioritization, development, sign-off and rollout of product supportability requirements
* Coordinating responsibilities of 25+ staff in 10+ functional roles in Services and Support groups, Product Management, Engineering
* Personally responsible for approving product readiness and prioritizing requirements to the executive product launch approval team
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Introduced the concept of, and defined and rolled out support plans for new products, including products based on brand-new technologies (Flash streaming, IP Application Acceleration) and acquired products.
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Created internal and external technical processes and guides for the core product portfolio:
* Web Application Accelerator, IP Application Accelerator, Object Caching, Software Delivery, Dynamic Site Delivery, Dynamic Site Accelerator, On-Demand and Live Flash Streaming, and other
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Recognized as an expert in supportability, service operations and product use by customers. Provided formal and informal consulting to other functions (PM, Engineering, Management)
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Experience
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Sr. Program Manager -- Global Services and Support, Akamai Technologies (2008)
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(detailed)
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Owner of program with responsibility for definition and implementation of product supportability requirements of the 300-person Global Services and Support organization, comprising Professional Services, Customer Care, Account Management, Solutions Engineering and responsible for supporting a portfolio of 50+ solutions for 2000+ enterprise customers with 25%+ annual business growth:
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Defined an extensible framework and specification of 100+ product support requirements for entire customer life-cycle (pre-sale, trial, provisioning, implementation, usage, support)
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Defined, rolled out and managed multi-functional operations for the definition and implementation of product requirements, aligning 100+ tasks per product launch across 25+ staff (indirect) and 10+ functional roles in Product Management, Engineering, Services groups
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Created a unified operational dashboard for product launch requirements for use by stakeholder groups: program staff, product management, services and support management
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Lead / Principal Solutions Architect -- Professional Services, Akamai Technologies (2006-2007)
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Defined and ensured product supportability requirements of the 100-person Professional Services group, comprising Solutions Architects and Engineers, Technical Project Managers, Enterprise Consultants and responsible for implementation of 50+ solutions for 2000+ customers with nearly 50% annual revenue growth. Role established to support revenue growth by controlling support costs. During this period, Akamai's revenue rose from $283m in 2005 to $636m in 2007:
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Defined, prioritized and ensured requirements for new products in 3 launch cycles per year with 25+ product launches/updates in each cycle
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Defined implementation processes and created technical content for customer and internal product implementation user guides for all core products
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Defined framework of implementation service portfolio: Standard, Enterprise, Trial, Self, Custom
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Introduced, defined and rolled out support plans for new products, including definition of staffing requirements, service scope, technical scope
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Introduced, defined, rolled out beta product support plans and managed staffing
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Defined standard configuration architecture and implementation process for Web Application Accelerator solution, reducing implementation effort from 40-100 hours to 10-20 hours
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Created an internal product implementation resources website, consolidating information for entire product portfolio
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Developed a methodology for measurable assessment of product supportability and self-service and defined a prioritized development roadmap for existing products
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Defined and managed system/configuration upgrade projects with customer risk/impact (server upgrades for Flash streaming products, migration of configurations following acquisition of competitors, changes to logging formats, etc)
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Provided product configuration analysis and field experience to Product Management in the definition of the next generation product portfolio
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Provided regular formal and informal training, mentorship and consulting to peers and members of other groups
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Sr. Solutions Architect / Consultant -- Professional Services, Akamai Technologies (2001-2005)
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Responsible for implementation of customer solutions for web application and content delivery, acceleration and management, in the roles of Solution Architect, Engineering, Technical Project Manager, and account contact:
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Performed over 500 customer implementation projects - most of any consultant in company to date. Customers included 8 of Fortune 25, 24 of Fortune 100, several top 10 clients by revenue. Solution categories included: performance, scalability, security, redundancy, specific functional features.
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Nominated 3 times for Titan’s Club (2003, 2004, 2005), an annual recognition in the Global Sales and Services organization for outstanding contribution to sales
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Defined and rolled out the Standard Implementation Service, used by most customers, reducing base implementation support effort from 15-30 hours to ~5 hours and enabling a self-funding support model
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Managed qualification and assignment of implementation projects for all commercial-sector Professional Services projects for eastern US sales regions (2002-3), and for all standard solutions in commercial-sector US sales regions (2004-5)
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In 2005, single-handedly responsible for implementation of most standard solutions, while other consultants were diverted to support the acquisition of a competitor, a #2 vendor in the industry, and while training new staff and defining support operations for a new product. Defined staffing and operational plan in advance and managed it with other stakeholders.
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