Carl Brown
Tigard,OR
Summary
Driven Customer Support Manager bringing over 20 years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing, and resolving complex issues leading to greater customer satisfaction.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. engagement and boost performance.
Accomplished program manager and project leader delivering significant improvements to support processes, increasing efficiency, and customer satisfaction.
Overview
33
33
years of professional experience
Work History
Director of Customer Support
Keysight Technologies Inc.
02.2018 - 07.2024
- Drove process enhancements within the organization by leveraging data analytics insights from customer interactions and feedback trends analysis.
- Reduced response times for customer inquiries by optimizing support team workflows and utilizing efficient ticketing systems.
- Program manager for new unified support process and CRM solution based on Salesforce ServiceCloud. Integrated new technology solutions including AI into existing processes and systems for improved efficiency and effectiveness of support delivery services.
- Project leader for ongoing system improvements utilizing Agile development process for monthly release
Director of Technical Support
Ixia Communications Inc.
01.2011 - 02.2018
- Had overall responsibility to replace old Oracle based CRM system with contemporary SFDC ServiceCloud solution.
- Improved customer satisfaction by implementing efficient technical support processes and procedures.
- Introduced automation tools to improve ticket management and workflow processes within the team.
- Led cross functional team and consultants in building a significantly improved solution that includes integration with ERP, RMA, and bug tracking systems.
- CSS scores increased steadily since adoption of the new system.
- Orchestrated seamless transitions during mergers or acquisitions involving customer support operations, ensuring minimal disruption to service levels and client experiences.
- Established new support processes for enterprise customers such as financial institutions with business-critical support needs.
- Premium support contracts increased from less than 10% to over 80%
- Established strong relationships with key stakeholders, ensuring alignment on customer support goals and priorities.
Director of Customer Support and Applications
VeriWave Inc.
01.2003 - 01.2011
- Hired to take initial product offering of this startup company to the first customers
- This required building technical expertise in 802.11 (WiFi) technology
- Responsible for building original application development team and bringing first application software to market
- These applications are still the mainstay of the software sold by IxVeriwave
- Built the Technical Support team and established CRM system using Salesforce.com tools
- Maintained relationships with critical customers including onsite visits with sales team
- Translated customer needs into new product requirements.
VP and General Manager of Verification Products
RaveSim Inc.
01.2001 - 01.2003
- Authored business plan and met with investors to secure initial funding of this startup company
- RaveSim acquired technology and assets from Simutech, see below
- Overall responsibility for delivery of product to the customer including product demonstration, technical support, application development, and manufacturing.
VP of Technical Solutions & Services
Simutech Corp.
01.1998 - 01.2001
- Overall responsibility for technical interface with OEM partner and Japanese distributor
- Managed fulfillment of OEM contract resulting in the delivery and acceptance of the product within contractual requirements
- Established Customer Support organization in this growing startup company
- This included recruiting and building an Application Engineering team, defining the customer support infrastructure, and overseeing the creation of all technical publications and product documentation
- Factory interface for FAEs and sales
- Defined and delivered product demonstrations for customers, investors, and trade shows
- This typically involved a combination of digital design using Verilog HDL, FPGAs, ICE, and software for embedded processors such as ARM and MIPS
- Created or oversaw development of product-training materials, and then led multi-day training sessions for customers, OEM partners, and field personnel
- Overall responsibility for system integration testing, new product feature testing, integration of 3rd party tools including Verilog/VHDL simulators, synthesis, FPGA design software, ICE, and software debuggers
- Managed team of software developers in the implementation of all software, resulting in the successful demonstration of the initial prototype and successful product launch
- Software included NT driver, JAVA client/server applications, TCL/Tk, C based API for 3rd party integration, and GUI development using JAVA SWING classes.
Engineering Manager
Synopsys, Logic Modeling
01.1992 - 01.1997
- Built three high performance development teams through successful recruiting, performance management, and team building efforts
- Built a new product line for FPGA/CPLD models through a series of successful product introductions resulting in annual revenue of $8M
- Managed 4 development projects at the same time so that quarterly objectives for productivity and new model introductions could be met
- Established a development team in India resulting in a 50% reduction in development costs
- Responsible for defining and maintaining software interfaces and engineering relationships with semiconductor partners to ensure smooth integration of Synopsys modeling products with their tools
- Managed fulfillment of several contractual development projects for key semiconductor partners which led to future agreements and meeting the NRE revenue goals for the organization
- Spearheaded effort to get customer input on future product requirements through on-site meetings and focus groups.
Education
B.S. Electrical Engineering -
Washington State University
Pullman, WASkills
- Complaint resolution
- Customer Service
- Problem-Solving
- Teamwork and Collaboration
- Excellent Communication
- Customer Service Management
- Process Improvements
- Agile development process
- JIRA Scrum leader
Accomplishments
US Patent Holder
Presidents Club - Ixia
CEO Excellence Award - Ixia
Timeline
Director of Customer Support
Keysight Technologies Inc.
02.2018 - 07.2024
Director of Technical Support
Ixia Communications Inc.
01.2011 - 02.2018
Director of Customer Support and Applications
VeriWave Inc.
01.2003 - 01.2011
VP and General Manager of Verification Products
RaveSim Inc.
01.2001 - 01.2003
VP of Technical Solutions & Services
Simutech Corp.
01.1998 - 01.2001
Engineering Manager
Synopsys, Logic Modeling
01.1992 - 01.1997
B.S. Electrical Engineering -
Washington State University
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