Marc Fischer

Responsible for the 24x7 Technical Support (15 direct & in-direct employees and contractors), Managed Services for hosted SaaS customers, Customer System Upgrades, Managing Desktop Automation project for end customers and responsible for the planning and execution of “special” projects. Global Technical Support - Responsible for managing the day to day operations of a 3 tier support structure to address customer issues leveraging resources in the US, EMEA and APAC. I work closely with Engineering and Product Management to report, analyze, and prioritize software defects and feature request in an Agile development environment. Managed Services for Hosted Systems - Responsible for the professional services related to real-time monitoring, triage and troubleshooting of hosted customer systems and preventive health checks to assess overall system health and performance. Customer Upgrades - Overall responsibility for keeping customer systems updated to latest applicable software releases. Responsible for planning, management, resource allocation and communication with simultaneous projects with varying levels of effort and complexity. Desktop Analytics (DA) implementation services - I am responsible for managing a team of developers to design, develop, test and deploy custom DA solutions to integrate legacy customer CRM systems to Engage software for the purposes of targeted call recording, data mining, and automatic pause/resume of call recordings for PCI compliance and other business needs.

Responsibilities included providing leadership and direction to the organization's quality, operations, engineering, and support teams. Integrating a Quality and Lean manufacturing mindset throughout the company leveraging kaizen events and intensive data analysis to identify, establish and implement improvement programs and reducing waste while driving down the cost of poor quality. Integrating quality-planning activities throughout the life cycle including "Lead to Cash" and "Issue to Resolution" processes. Responsible for the company's Strategic Planning activities, meeting with officers and stakeholders to identify and establish corporate strategy related to improving business performance, growth strategies, workforce development and environmental health, safety, social responsibility and sustainability. Responsible for developing Key Performance Indicators to track performance and lead implementation teams while managing projects to success. Implementation of bi-annual customer satisfaction surveys, leveraging Net Promoter Score to drive increased customer satisfaction and loyalty. Establishing quality plans and facilitating the manufacturing planning activities during new product introduction activities by establishing control plans and analyzing and mitigating risks to success. Establish organizational measurements, metrics and scorecards to drive performance to goals. Managing supply chain performance, employee skills and qualification requirements, and the implementation and improvement of business and enterprise systems. Directly and indirectly supporting customer requirements across multiple industries including aerospace, defense, telecommunications, medical and oil and gas while maintaining a quality management system certified to ISO 9001, TL 9000, and AS9100 standards.

Responsible for Huawei Technologies USA (Carrier Business Group) for the monitoring and improvement of Delivery Management, Professional Services, Technical Support, Procurement, Supply Chain and Contract Management, and overall Administrative and infrastructure groups, quality management system, process optimization efforts and customer satisfaction programs. Primary duties include developing, planning and executing quality strategies, leading tools/process implementation and quality improvement activities related to Huawei’s Quality and operations systems. Responsible for implementation and management of corporate processes within Huawei USA and leading improvement activities to increase quality and efficiency while reducing cost. Ensure compliance of Huawei’s Quality Management System to TL 9000/ISO9000 requirements and establishing customer satisfaction improvement programs.

Responsible for business applications, metrics and training/qualification programs for the Global Services organization. Duties include defining application and process strategies, developing business cases for new projects and programs based on net present value, return on investment, tangible and intangible benefits. I managed a team of talented staff that develop, implement and maintain a range of off-the-shelf, SaaS, and custom developed applications using C#, .Net, Java, etc. Key Accomplishments: ● A global implementation of BMC - Remedy Action Request leading to support consistency and annual cost savings through reduction of vendors and unneeded maintenance ● Implementation of a hosted CCaaS system used by all global support agents across 5 countries and 12 locations resulting in consistent call handling times and increased customer satisfaction. ● Strategy development and implementation of Tellabs Global Service & Support Knowledge Management tools, live chat and email management programs decreasing support costs by 25%. ● Implementation of Kepner-Tregoe (KT) Problem Solving and Decision Making method world-wide improving customer satisfaction and reducing the average time to resolved problems by 40%. ● Leader of the development and implementation of the global key process indicators for the global support, deployment and professional services, and global training organization. ● Responsible for day to day operations of the hosted data center supporting $50 million in annual customer revenue. Direct responsibility for all application, database, and web servers in addition to the networking infrastructure used to facilitate VPN connections to nearly 200 customers and maintaining a 99.999% uptime. ● Business Continuity Planning for global support & services including redundant site setup and hot back-up capabilities to insure continuous 24x7 support to customers.