Business Analyst at AMD
Austin, Texas Area
- Current
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- Business Analyst at AMD
- Past
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- Intake Manager at Dell Inc. - Preferred Corporate Accounts
- Quality Engineer / Metrics and Data Analyst at Dell
- Project Manager at Valence Technology
- Applications Engineer at Harman International
- OEM Project Manager at Lite-On IT Corporation
- Education
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- The University of Texas at Austin
- The University of Texas at Austin
- St. Edward's University
- Recommended
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6 people have recommended Anthony - Connections
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128
connections
- Industry
- Computer Hardware
Anthony Morales’s Summary
Engineer with extensive experience in project management, product quality improvement and vendor management. Proven ability to drive improvements in reliability, new product introduction, and product quality performance. Strong account management and soft skills honed in a demanding high-tech culture. Passionate about technology with a demonstrated ability to provide sales and customer support, with focus on customer experience.
Anthony Morales’s Specialties:
• Superior customer service and building business relationship skills
• Proven Problem Solving Skills
• Salesforce.com
• Proven record of dealing with ambiguity
• High level of technical aptitude
• Windows Operating Systems
• Microsoft Office Suite
• Hardware Troubleshooting
• Customer Relations Management
• Product Quality Improvement
• Project Management
• Customer Experience
• Vendor Management
• International Experience
Anthony Morales’s Experience
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Business Analyst
AMD
(Public Company; AMD; Semiconductors industry)
March 2009 — Present (5 months)
Consulting position driving Key Process Indicators.
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Intake Manager
Dell Inc. - Preferred Corporate Accounts
(Computer Hardware industry)
July 2008 — November 2008 (5 months)
Review and assign solutioning resources for Dell Corporate Accounts business opportunities via Sales Force (SFDC) and Changepoint CRM portals. Extensive knowledge of Dell services, hardware and software offerings, across all LOBs. Extensive contact with Sales Account teams to ensure customer expectations were met.
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Quality Engineer / Metrics and Data Analyst
Dell
(Public Company; DELL; Information Technology and Services industry)
October 2006 — January 2008 (1 year 4 months)
Manage Customer Experience and Product Experience projects for Consumer Services Product Engineering and Warranty Cost reduction. Analyze data to highlight and reduce Warranty Cost trends.
•Utilize Lessons Learned database to document product improvement for desktop and laptop refreshes
•Report survey metrics to improve Customer Experience (CE) for all Consumer Products, including Tech Support, Customer Care, Survey on Demand, Dell Service Provider and Sales
•Produce and present PowerPoint decks on CE metrics for executive review
•Measure and track Cost per Dispatch (logistics, tech support, parts and Dell Service Provider) to reduce warranty costs with local (Americas) and global cross-functional groups
•Review current issues in the field and formulate mitigation plan
•Data mining (D3, OLAP cubes, QDS), including call log analysis to reduce Repeat Dispatch and improve Resolve-in-One (Ri1), resulting in warranty cost reduction and improved CE -
Project Manager
Valence Technology
(Public Company; VLNC; Electrical/Electronic Manufacturing industry)
October 2003 — February 2006 (2 years 5 months)
Manage technical support for startup battery company (P-Li-Ion).
• Provide applications support for Valence battery products to increase market penetration
• Produce, maintain and update laptop external battery compatibility lists
• Produce User’s Guides and Placemats for all external battery products
• Manage call center and train call center technicians on battery products to improve customer experience
• Produce internal Tech Alerts to highlight field issues and standardize customer messaging
• Manage product allocation and delivery (logistics)
• Provide extensive Sales support and 2nd level customer support
• Manage EDI invoicing and rebate programs for VAR clients -
Applications Engineer
Harman International
(Public Company; 10,001 or more employees; HAR; Consumer Electronics industry)
July 1998 — February 2003 (4 years 8 months)
Applications Engineer
Establish and manage the $25 million speaker account with Dell.
• Work closely with WWSQE on quality issues to improve speaker field performance
• Conduct quality presentations to the Audio Quality Council
• Met IFIR DPPM goals by providing and executing bridge chart improvements. Drove quality issues back to the factory and sub-tier vendors in a CIP effort to reduce dispatches (IFIR/FIR) and improve CE
• Worked closely with HK China factories to resolve quality issues
• Post reports on Value Chain (Pareto/Bridge charts, CAP, CLCA, CIP and the Sub-Tier Management Plan)
• Work to improve the DSN online troubleshooting tool
• Wrote test procedures to identify and verify field returns issues
• Establish IQC plan at revolvers based on ANSI 1.4 spec
• Resolve field service supply issues and EOL replacements
• Manage rework of 200K speaker units to quell safety concerns during 1st year relationship with Dell
• Manage the Harman FA lab and technicians -
OEM Project Manager
Lite-On IT Corporation
(Public Company; Computer Hardware industry)
January 1996 — April 1998 (2 years 4 months)
Provided applications support and quality improvement for Dell/Compaq laptop and desktop keyboards. Resolved technical issues, improved quality, wrote product specifications and validated new products. Created ECNs, CAs, Test Plans and Product Manuals. Managed RMA lab and technical sales support. Technical liaison between Lite-On (Silitek) Taiwan and Dell Round Rock.
Anthony Morales’s Education
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The University of Texas at Austin
BS , Electrical Engineering , 1988 — 1989
- Activities and Societies:
- PI Sigma PI
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The University of Texas at Austin
1978 — 1979
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St. Edward's University
Project Management Certification Program 2008
Anthony Morales’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- expertise requests
- reference requests
- getting back in touch
