Al Silva Email & Phone Number

Marlborough, Ma, Us

Bedford Ma

Nashua Nh.

Responsible for customer support, technical services & project management. Direct daily/weekly workflow for support staff, responsible for project milestone completion, final acceptance and revenue recognition.Individual contributor Project manager for largest conferencing deployment customer.

Provided daily direction to the project management, system engineering and customer support organizations. Implemented cost savings measures, Coordination of customer escalations, documentation of issues and resolution action plans, communicate status and resolution timeframes with customer management and contact personnel

Managed day-to-day operations of the customer support call center and technical support organization. Heavily involved with planning and execution of major upgrades for Lyrix customers.

Starting as an individual contributor in the project management/systems engineering group grew to lead the service delivery and support organization which consisted of 50+ individuals. Responsible for revenue delivery of both support contracts as well as project based revenue. Assisted with migration and integration of organization through four acquisitions.

The Systems Engineering organization is responsible for all aspects of the post sales implementation process of the Oryx Platform. Responsibilities include providing day-to-day input to individual team leads. This organization consisted of 36 contributors in a corporate/regional structure

Responsible for both project management and application configuration of Telecommunications platforms worldwide.

Wide range of responsibilities in a small team environment supporting both sales efforts and customer project activities