Sunny Brock

Past

Technical Consultant at EDS
Technical Consultant at High Tech Professionals
Senior Program Manager at Sonic Solutions

Customer Solutions Manager at The Brain
Lead Program Manager at Microsoft
Lead Program Manager at Microsoft
Support of Support at Hewlett-Packard (HP)
Senior Lab Engineer at Microsoft
Technical Support Engineer at Microsoft
Sales and Support at Take-A-Byte

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7 more...

Education

Lewis and Clark College

Recommended

4 people have recommended Sunny

Connections

500+ connections

Industry

Computer Software

Websites

My Company

Sunny Brock’s Summary

Technical and creative leader with customer compassion. In addition to my multimedia editing and production skills, I have over 20 years experience in R&D, QA and technical support. Pioneer in integrating customer needs back into products and winner of several awards for product and process improvements. Hold a black belt in Six Sigma and proven ability in designing the customer experience in interfacing with software features. Technical writing expert with over 500 knowledge base articles and several courses designed and delivered. As a former manager and front line candidate screener, I am also an exceptional technical recruiter able to locate hard to find people with unique skills.

Sunny Brock’s Specialties:

Multimedia/Digital Imaging, Audio/Video Editing and Production, HTML/XML, All Microsoft Applications, Expert Hardware and Software Troubleshooting,Technical Writing,Database and process design,Information retrieval / text and data mining,Product and process improvement,C+/C++/VB, Printer/mark-up languages,PCL, PS, RTF, EscE, etc

Sunny Brock’s Experience

Technical Consultant

EDS

(Public Company; Computer Software industry)

August 2006 — March 2007 (8 months)
Technical Consultant

High Tech Professionals

(Privately Held; 1-10 employees; Staffing and Recruiting industry)

January 2006 — October 2006 (10 months)
Senior Program Manager

Sonic Solutions

(Public Company; 1001-5000 employees; SNIC; Computer Software industry)

October 2004 — December 2005 (1 year 3 months)

Managed the customer relationship and deliverables with key OEM customers, including Microsoft, Adobe, Corel, Dell and others integrated Sonic and Roxio software into their consumer products for DVD authoring and burning solutions. Gathered, and documented customer requirements, assisted in contract negotiations and provided interface to engineering between Sonic and OEM development throughout development process. Scheduled and managed all customer deliveries and insured that they met customer needs in a timely manner. In depth technical familiarity with DVD authoring, burning, disc formats, video and audio formats and CODECs and imaging solutions.
Customer Solutions Manager

The Brain

(Privately Held; 1-10 employees; Motion Pictures and Film industry)

May 2004 — October 2004 (6 months)

Provide enterprise and end-user support to customers running The Brain information and content management software via telephone and on-site service. Perform onsite maintenance and installation, support sales team at trade shows and customer presentations. Maintain and write all product manuals and technical review of marketing materials and website content. Perform basic setup program code maintenance for new releases and post releases to website and customer sites. Setup demo machines and mockups for data models. Converted customer databases and wrote integration scripts and modules for connection to The Brain UI (including SQL, Oracle, Lotus Domino). Maintain Apache webservers and multiple FTP servers. Create functional UI mockups of data manipulation for Cadbury-Schwepps, various legal firms, Homeland Security, and other customers.
Lead Program Manager

Microsoft

(Public Company; 10,001 or more employees; MSFT; Computer Software industry)

July 1999 — April 2004 (4 years 10 months)

Provided leadership on team of program managers and development staff to design, produce and ship customer-oriented feedback and support features for Microsoft Windows products. This included overall architecture of customer feedback and support processes and their customer-facing software features, working between technical support, all of the development organizations and IT, working with various partner organizations and implementing a process to systematically improve Microsoft products and services. Required advanced knowledge of product cycle, customer needs, and data analysis and organizational process. As a senior member, also mentored new program managers and other R&D staff in best practices and evangelized new programs and customer voice.
Lead Program Manager

Microsoft

(Public Company; 10,001 or more employees; MSFT; Computer Software industry)

February 1997 — July 1999 (2 years 6 months)

Led the Product Improvement team for Microsoft Windows and Internet products which interfaced between technical support/customer service and product development. Was responsible for turning case studies, raw call center data, and technical support engineer expertise into product improvements, support tools and training and documentation. Led team of program managers in forming new processes and evangelization of customer experience throughout the support and development organizations. Won best practices awards and team mention in Bill Gates' Business @ The Speed of Thought.
Support of Support

Hewlett-Packard (HP)

(Public Company; 5001-10,000 employees; Motion Pictures and Film industry)

1992 — 1997 (5 years )

Acted as HP-Microsoft SOS (Support-of-Support) liaison for 5+ years. Recreated customer environments, drove resolutions either through work-arounds, bug fixes or working with 3rd-parties.
Senior Lab Engineer

Microsoft

(Public Company; 10,001 or more employees; MSFT; Motion Pictures and Film industry)

1990 — 1997 (7 years )

First lab engineer at Microsoft Product Support Services for acting as escalation point for all hardware and software compatibility issues on systems running any current or previous Microsoft product. Expert at printing, multimedia and languages and database products. Acted as senior contact point between technical support, product development and hardware/software vendors. Microsoft World Wide training organization on printing and fonts. Taught first HTML class and created the Ultimate Printer Manual . Wrote over 500 knowledge base articles. Developed hundreds of custom printer drivers. Developed software tools including a work-tracking and inventory system. Won a national award for service to peers in 1992. Assisted in feature design of Windows 95 printing and font subsystem.
Technical Support Engineer

Microsoft

(Public Company; 10,001 or more employees; MSFT; Computer Software industry)

December 1988 — 1990 (2 years )

Began as phone support engineer supporting Microsoft DOS applications, such as Word for DOS, Multiplan, Project, Chart, etc. Quickly became a mentor, escalation engineer, and printer lead. Was responsible for premium support relationships with major customers with complex printing and scripting solutions such as movie/television scripts, bar coding, etc.
Sales and Support

Take-A-Byte

(Privately Held; 1-10 employees; Computer Hardware industry)

1985 — 1988 (3 years )

Sunny Brock’s Education

Lewis and Clark College

Computer Science 1987 — 1988

Managed a split PC/Mac student lab in the Lewis & Clark library. Developed a new Mac based inventory system for the library checkout process as part of a student programming special project sponsored by the IT dept. and my Computer Science head. This was a special assignment given to me alone and was directly competing with a group of students commissioned to build a PC based system.

Additional Information

Sunny Brock’s Websites:

My Company

Sunny Brock’s Interests:

Cooking, vegetarian, vegan, wine, new technology, movies, music, writing, poetry, horror, scifi, computers, software, programming, html, AJAX, film, audio, editing, DVD, authoring, travel, train, AMTRAK, Europe, dining, fine dining, documentaries, mythology, astrology, Internet