Experience

• 

  Turing AI

  • Irvine, California, United States

  • Product Manager Edge Hardware

    • Jul 2021 - Present
    • Irvine, California, United States

• 

  Hikvision USA

  • United States
  • Security and Investigations
  • 200 - 300 Employee

  • Technical Support Manager

    • Jul 2018 - Jul 2021

    Led a team of 60 tech support specialists and engineers across three offices in the US and Canada- Implemented and maintained all contact center and ticketing platforms including SalesForce, FreshDesk, Five9, and PureCloud.- Ensured team efficiency by maximizing customer satisfaction with given resources through training, evaluation, organization, discipline, and platform design.- Created and supervised product testing procedures with the intention of creating technical training materials for the rest of the company.- Established training and knowledge base platforms to keep all technical staff, local and remote, up to speed with how-to and troubleshooting information.- Resolved complex product problem for customers through witnessing problems first hand, replicating issue, communicating with developers, and delivering appropriate fixes.

  • Product Manager

    • Jun 2017 - Jun 2018

    Focused on the management of access control and intercom products, plus video products.- Performed competitive analysis for pricing, product offering, and features and functions. - Handled product marketing functions such as pricing and promotions, promotional literature including website design, and design of static and live demo for major trade shows.- Communicated direct and indirect voices of customers with developers for appropriate design of solution logic and features, as well as problem troubleshooting and solving- Created and presented training materials to provide a clear strategy for sales and support teams to execute.- Consolidated all of the above into a systematic product life cycle complete with schedules and tasks to ensure success in product management

  • Sales Engineer, OEM Partners

    • Jun 2016 - May 2017

    - Explained and demonstrated product capabilities to current and potential OEM customers.- Identified detailed customer requirements, designed and conveyed needs into features through technical communication with developers, and ensured final product were made according to specifications.- Advanced testing and troubleshooting of products, particularly those modified to operate with the customer's specialized networks.

• 

  ACTI

  • Technical Services Manager

    • Jun 2006 - May 2016

    Led a team of 8 people to perform the following functions- Systems design and recommendations and deployment, remote and on-location- Advanced troubleshooting of video quality, IP networking, and other product issues, remote and on-locatioin- Full trade show live demo design, installation, and tear down- Acted as communications hub between sales team, customers, and developers

  • Office Manager

    • Jun 2006 - May 2016

    Established the company's headquarters in Irvine, CA from the ground up- Hired and managed all local team members which included HR, accounting, inside sales, sales administration, technical support, and RMA staff.- Was responsible for all aspects of daily operations of the office and all employees.

• 

  Eyesonic Enterprises Inc.

  • Vancouver, British Columbia, Canada

  • Technical Sales Representative

    • Nov 2002 - May 2006
    • Vancouver, British Columbia, Canada

    Acted as sales rep and technical support for customers of analog cameras and DVR