Christopher Rich
Santa Rosa
Summary
Results-driven Product Support Manager with extensive experience in customer satisfaction improvement and conflict resolution. Expertise in process optimization leading to reduced response times and enhanced service delivery. Proficient in utilizing customer insights for product enhancements and cross-functional collaboration to drive operational efficiency.
Overview
30
30
years of professional experience
Work History
HFMCOE Product Support Manager
Keysight Technologies Inc.
07.2010 - Current
- Enhanced customer satisfaction by resolving complex product issues with cross-functional teams.
- Established partnerships with key customers, including Nokia and Qualcomm, driving engagement.
- Developed training programs for support staff, ensuring consistent service delivery improvements.
- Analyzed customer feedback, identifying trends that informed product and support enhancements.
- Streamlined support processes through CRM systems, reducing response times significantly.
- Mentored junior team members, promoting skill development and effective troubleshooting techniques.
Network Analyzer Product Support Engineer
Keysight Technologies Inc.
08.2000 - 07.2010
- PNA production Engineer supporting OS builds and test software.
- Worked cross functionally with R&D, Marketing and Service (KGSO)
- Provided technical support for product inquiries, ensuring customer satisfaction and timely resolution of issues.
- Diagnosed and troubleshot complex technical problems, enhancing product reliability and performance.
- Collaborated with cross-functional teams to streamline product updates and enhancements, improving service delivery.
- Developed training materials and conducted sessions for new staff, fostering knowledge sharing and skill development.
IT Manager for HP/Agilent
Hewlett Packard, HP
06.1996 - 07.2000
- Manager a worldwide team of 400+ engineers.
- Led the Split of HP and Algilent IT infrastructure Domain, IP, Email and Database.
- Led IT infrastructure initiatives to enhance system reliability and performance.
- Developed strategic technology roadmaps aligning with business objectives and growth opportunities.
- Managed cross-functional teams to deliver complex IT projects on time and within budget.
- Implemented IT governance frameworks ensuring compliance with industry standards and best practices.
Education
Bachelor of Science - IT Business Architecture
California State University, Chico
Chico, CA06-1993
Skills
- Analysis of customer insights
- Conflict resolution management
- Cross-functional teamwork
- Effective team collaboration
Accomplishments
XTEST conversion from Production software and process to working KGSO Service Center integration.
XTEST Calibrations Onsite process for VOSCAL teams
FieldFox Service Center Test time reduction by 66%
Timeline
HFMCOE Product Support Manager
Keysight Technologies Inc.
07.2010 - Current
Network Analyzer Product Support Engineer
Keysight Technologies Inc.
08.2000 - 07.2010
IT Manager for HP/Agilent
Hewlett Packard, HP
06.1996 - 07.2000
Bachelor of Science - IT Business Architecture
California State University, Chico