James Whitright

Experience

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  Pyramid Technology Corporation

  Jun 1984 - May 1994

  Customer Support Logistics Manager

  As the Customer Support Logistics Manager, I was responsible for daily management and defining the organizational goals for all Customer Support Logistics groups within the Division Headquarters. Including: establish Corporate Customer Service inventory control, stocking, and service parts distribution philosophies and methodologies; create and administer competitive spares sales, lease, and repair programs; and create an in-house repair facility for OEM products.

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  NetFrame Systems Inc.

  Jan 1994 - Jan 1996

  Customer Service Operations Manager

  As the Customer Service Operations Manager, I was responsible for development and implementation of service logistics programs for high - availability line of network servers.

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  Umax Computer Corporation

  Aug 1996 - Jul 1998

  Service Operations Manager

  As UMAX Computer Corp Service Operations Manager, I defined and implemented service parts stocking strategy for Macintosh O/S compatible line of desktop computers; created management reports detailing field reliability data, qualified outside vendor to process field returns and perform out of warranty repairs; served as interim liaison to outsourced field support provider.

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  Silicon Graphics Inc.

  Jul 1998 - Jul 1999

  Global Logistics Manager

  As the Global Logistics Manager for NT Services, I was responsible ensure service logistics programs and processes were in place to support global launch of NT Visual Workstations; from establishing stock levels, forecasting service inventory, global parts distribution, repair and replenishment, warranty recovery, and providing management reporting and readiness review presentations.

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  WebTV Networks Inc. (Divsion of Microsoft)

  Jul 1999 - Aug 2001

  Division Manager Business Operations

  As Business Operations Division Manager, was responsible for Management of Service Quality and Reporting, Business/Financial Analysis, Legal and Compliance, Customer Communications, and Customer Advocacy teams within WebTV Networks division of Microsoft. Serve as the group's representative to Law and Corporate Affairs, and outside counsel, for litigation issues, provide depositions, and to serve as expert witness.

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  Microsoft, Inc.

  Aug 2001 - Aug 2004

  MSN Senior Business Quality Manager

  As the MSN Senior Business Quality Manager, I was responsible for interacting with Law and Corporate Affairs, release teams, and product teams to eliminate inconsistencies and ensure adherence to corporate policy guidelines and practices.

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  MAQ Software (Microsoft OEM Divsion)

  Mar 2005 - Jan 2010

  Business Operations Manager

  Business Operations Manager supporting Microsoft OEM Communications team and serving as off-campus manager overseeing Customer Care, Site Metrics, Content Editors, and Site Support.

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  McAfee

  Jul 2010 - Feb 2011

  Senior Manager Field Service

  Primary responsibilities included: Using Key Performance Indicators (KPI), drive to successful completion initiative to transition on-site service and Tier 2 Technical Support for existing install base of internet appliances to new support partner. Manage and provide direction to cross-functional team responsible for on-boarding third-party service provider to support introduction of Intel based x86 servers. Analyze global support costs and project budget requirements for fiscal year. Review needs and provide input on operational and contractual requirements for incorporation into Statement of Work and Change Orders to ensure objectives are met. Show less

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  Wimmer Solutions, Corp

  Sept 2011 - Nov 2011

  Senior Program Manager (Microsoft WWM&O)

  Provide project management support for key Microsoft program through effective Relationship Management with Field and Corporate stakeholders, and Metric Analysis and Reporting. Monthly and Quarterly delivery of key Business Reports and Scorecard Metrics for World Wide Marketing and Operations group. Pre-reporting analysis and prep work for preliminary and final report distribution with trending analysis and best practices recommendations. Review existing methods and initiate innovative techniques for streamlining manual reporting processes for improved accuracy and ease of access. Establish effective lines of communication to ensure Field has access to critical resources and understanding of metrics as necessary to implement best practices. Show less