Summary
Overview
Work History
Education
Skills
Websites
Patentsandpublications
Timeline
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Chuck Hemesath

Chuck Hemesath

Hinckley,IL

Summary

Results-driven professional with extensive experience at Cambium Networks, leading a global team to achieve a remarkable 40-point increase in NPS scores. Demonstrates expertise in continuous process enhancement and client relationship management, consistently driving service improvements and operational efficiencies. Proven track record in effective team leadership and innovative problem-solving strategies. Aiming to leverage skills to further enhance customer satisfaction and operational performance.

Overview

36
36
years of professional experience

Work History

Director, Global Services

Cambium Networks
Hoffman Estates, IL
01.2016 - Current
  • Lead a high tech, global and dynamic team of Product Support Engineers, Solution Architects, Technical Project Managers and Customer Care team to assist Cambium customers in providing innovative solutions and product support
  • Lead global team of 50+ support and services engineers, managers and admin personnel
  • Manage 3 product repair centers and several forward stocking locations and associated RMA Operations
  • Manage Engineering services team while managing services P+L
  • Responsible for developing and managing budgets and P+L for the Global Services organization
  • Maintain and derive product quality analytics using support and RMA field data
  • Implement and manage the Customer Satisfaction (CSAT) and Net Promotor Score (NPS) for the technical support and customer care teams ensuring Cambium is striving for top CSAT and NPS scores
  • NPS score has increased from 16 to 56 under my leadership and guidance
  • Develop and enforce processes, policies and procedures for customer engagement for technical support and customer care teams
  • Incorporated AI tools and practices in the technical support process to streamline operations

Operations Director

Huawei Technologies
Rolling Meadows, IL
01.2010 - 01.2016
  • Manage technical operations for several of Huawei's largest wireless customers in North America
  • Partner with clients in managing day to day technical operations including coordinating all hardware and software deployments ensuring technical feasibility, managing resources and developing and tracking timelines for various project and developing and maintaining budgets on a per project basis
  • Work very closely with the Technical Support organization in resolving complex customer issues
  • Manage trouble tickets on a daily basis to ensure service level agreements were being met and that issues are being resolved in a timely manner
  • Communicate frequently with customers to discuss technical issues, current projects and upcoming events
  • Hold periodic status meetings with the customers to ensure the various teams remain focused on customer priorities

Customer Technical Advocate

Alcatel-Lucent
Naperville, IL
01.2008 - 01.2010
  • Customer technical advocate for 5 different customers with large scale communications networks
  • Internal and external technical point of contact for all technical planning and negotiation activities
  • Managed technical operations including planning of resources, timelines and project budgets
  • Maintained constant and close technical interface with the customer and project teams
  • Managed customer maintenance contracts, warranties and entitlements
  • Assisted all tiers of technical support in resolving technical issues while communicating status to the customer
  • Researched technical requests by customers as well as the sales and marketing teams
  • Orchestrated the planning and implementation of all deployment and retrofit activities
  • Assisted one customer in flawlessly evolving their IMS network 7 generic levels
  • Coordinated and presented technical status meetings and quarterly operations reviews to customers

UMTS System Test and Support Engineer

Alcatel-Lucent
Naperville, IL
01.2006 - 01.2008
  • Developed and coordinated and executed regression test suites for the verification of the MSC (Core Circuit) portion of the UMTS platform
  • Coordinated and performed verification of all software patches prior to delivery to the customer site
  • Devised lab architecture for the integration of all new hardware in the UMTS lab
  • Developed and maintained the IP network for the UMTS lab, integrating UTRAN, MSC and Node B entities
  • Provided technical support to onsite test teams
  • Assisted with the execution of acceptance tests and resolution of issues found during site testing
  • Developed multiple protocol state machines on various test tools to support the verification of complex UMTS features that wouldn't otherwise be able to be verified
  • This effort eliminated the need to purchase test equipment from a third party vendor and therefore saved the company money
  • Authored and verified Method of Procedures (MOPs) prior to execution of the MOP at customer sites
  • These MOPs ensured that any technical procedure on site would be performed without problems
  • Developed and maintained a UMTS testing status website
  • This website became the hub for all managers to get the current status on all testing efforts
  • This effort greatly reduced the overhead of providing status to upper management

Technical Support Engineer

Lucent Technologies
Naperville, IL
01.2002 - 01.2006
  • Performed New Product Introduction (NPI) testing of wireless and wireline features prior to delivery to the customer site
  • Provided on-site customer support for the introduction of software features to various customers
  • Worked with onsite teams to orchestrate customer acceptance and customer training for newly delivered features for both wireless and wireline applications
  • Provided 24x7 on-call support for numerous customers
  • Provided various consulting services to a large US telecom company
  • These services generated nearly $100k of revenue into the support organization
  • Designed lab environments to best verify features for various customers
  • Developed dialing plans to better match real network dialing plans for various customers
  • These specialized lab environments drastically reduced the number of problems found in the field
  • Critical member of the CDMA and wireline outage recovery team
  • As a member of the team, carried the outage pager and often participated in outage recovery
  • Was also a key member of the department expert consultation team
  • Developed signaling training courses and delivered them to various customers in Mexico
  • Courses are now part of the Alcatel-Lucent training organization official course suite

Technical Support Services

Lucent Technologies
Mexico City, Mexico
01.1999 - 01.2001
  • Ex-patriot in Mexico City, Mexico building a technical support team to support the CDMA, wireline and data products
  • Managed a team of 8 technical support engineers who resolved trouble tickets and provided tier 1 and tier 2 technical support to major telecommunications customers in Mexico
  • Worked very closely with several large customers in Mexico ensuring that Lucent met technical support expectations
  • Designed and developed new dialing plans for Mexico producing a consistent dialing pattern for the whole country
  • Managed team of engineers that implemented conversion plan
  • This project generated $1.4M USD of revenue for the services organization
  • Developed and presented training courses for in-country technical support team
  • Subject matter included C language, Unix, distributed systems, debugging techniques and use of tools and system architecture as well as general telephony
  • These courses allowed local technical support engineers to more efficiently debug customer issues

Software Developer

AT&T Bell Laboratories/Lucent Technologies
Naperville, IL
01.1989 - 01.1999
  • Key member of team which debugged and fixed Common Channel Signaling (CCS) field problems
  • Debugged and fixed problems to the software code level
  • Single point of contact for all Signaling Connection Control Part (SCCP) problems found in signaling software
  • Provided 7X24 pager coverage as key contact for technical support group for all outage incidents
  • Debugged and fixed problems at software code level
  • Developed software tools in C language to assist in the automation and testing of signaling protocols
  • Trained team members to debug software
  • Taught classes on CCS protocols
  • In particular, Message Transfer Part (MTP) and Signaling Connection Control Part (SCCP)
  • Often worked directly with the customer to resolve field problems
  • Developed and authored countless test plans and test strategies to verify new system features
  • Ensured 100% requirement coverage in test suites used to verify system features
  • Lead Engineer for test team who tested signaling protocols and their interactions
  • Conducted conformance testing of signaling protocols in system labs
  • Also conducted various signaling conformance tests at customer sites
  • Developed and coded signaling features using C language leading to the issue of patent 5,728,721

Education

Bachelor of Science - Electronics Engineering Technology

DeVry University
Lombard, Illinois

Skills

  • Continuous Process Enhancement
  • Effective Team Leadership
  • Strategic Business Planning
  • Analytical Problem-Solving
  • Client Relationship Management

Patentsandpublications

  • Patent 5,721,728 - Signaling Network Node Test Method and Apparatus, 02/01/98, http://patft.uspto.gov/netahtml/search-bool.html
  • Patent Pending for Network Bandwidth Utilization Verification Method and Apparatus Through Reciprocating And Multiplicative Message Distribution

Timeline

Director, Global Services

Cambium Networks
01.2016 - Current

Operations Director

Huawei Technologies
01.2010 - 01.2016

Customer Technical Advocate

Alcatel-Lucent
01.2008 - 01.2010

UMTS System Test and Support Engineer

Alcatel-Lucent
01.2006 - 01.2008

Technical Support Engineer

Lucent Technologies
01.2002 - 01.2006

Technical Support Services

Lucent Technologies
01.1999 - 01.2001

Software Developer

AT&T Bell Laboratories/Lucent Technologies
01.1989 - 01.1999

Bachelor of Science - Electronics Engineering Technology

DeVry University

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Chuck Hemesath