Ali Fatemi Email & Phone Number

Santa Clara, CA, US

Santa Clara, CA, US

San Jose, CA, US

• Manage a team of employees and contractors delivering Cisco Contact Center services to over 40 internal and external Cisco clients with over 6,000 agent seats.
• Responsible for setting the strategic direction of the Contact Center IT service.
• Work with clients to plan, prioritize, evaluate and implement new capabilities and feature enhancements.
• Coordinate proof-of-concept and pilot programs for solutions and capabilities under consideration for delivery to clients
• Influence the direction of Cisco Contact Center products by partnering with the Contact Center Business Unit in early evaluation of Beta and pre-FCS solutions
• Drive the implementation of Agile methodology and principles

San Jose, CA, US

• Live and On-demand Video Streaming Services
• Managed a team of over 50 employees and contractors delivering live and on-demand video streaming services to Cisco employees, partners and customers using the DevOps model and Agile development methodology
• Provided guidance and strategic direction in the evolution, design, and optimization of the Live and On-demand Video Streaming services
• Oversaw the daily activities of the team including daily Scrums and bi-weekly development Sprints
• Responsible for hiring, onboarding, mentoring, coaching, development and performance evaluation of contractors, interns, new college graduates, and experienced employees
• Managed the service budget and was responsible for implementing ongoing cost optimization measures

San Jose, CA, US

• Automation & Development Services
• Led the design, development, and support of a home-grown TelePresence deployment workflow application
• Oversaw the design and development of a scheduling portal that reduced the time to schedule a video bridge from 24 hours to minutes
• Reduced the time to enable a video device by 3 to 4 days by automating the network path assessment
• Managed the development of a plug-in for Cisco’s Enterprise Instant Message application (Jabber) which allows users to launch multipoint video sessions with a click of a button
• Delivered a Web-based portal that allows users to manage all aspects of their Unified Communications and Video service, including ordering and provisioning

San Jose, CA, US

• Metrics Services
• Managed a team of offshore and onsite developers and analysts responsible for providing video and collaboration utilization metrics, value metrics and deployment statistics to executives and other internal constituents
• Instituted measures to maximize the accuracy and reliability of the underlying data
• Established a process to receive requests, develop, and deliver ad-hoc reports
• Managed the design and development of a metrics dashboard which presented aggregated metrics from multiple data sources

San Jose, CA, US

• B2B (Inter-company) TelePresence
• A key contributor to Cisco IT’s overall B2B TelePresence strategy which enabled internal clients to conduct TelePresence meetings with external customers and partners
• Participated in the development of the TelePresence B2B architecture and design
• Responsible for driving the B2B TelePresence service cost optimization, continuous improvements, and adoption of the service
• Managed the transition of over 50 customers from the Cisco B2B Exchange to commercial service providers
• Managed all user-facing aspects of the roll out of a commercial B2B TelePresence service for Cisco IT including the design and development of a scheduling portal, end-user communications, training content preparation.

San Jose, CA, US

• TelePresence Deployment & Support
• Managed global resources responsible for deployments, moves, decommissions and upgrades of immersive TelePresence endpoints.
• Worked in collaboration with cross-functional support subject-matter-experts to develop the TelePresence support strategy and defined and documented a comprehensive support plan
• Delivered a wide-ranging training plan to groups responsible for supporting different components of the TelePresence service
• Project managed the global deployment of over 30 TelePresence endpoints

San Jose, CA, US

• Participated in the design of a self-service, content repository solution for Cisco Partners to simplify publication of content and provide faster and personalized access to training and other collateral
• Helped deliver a Web-based content repository solution to Cisco’s Advanced services by gathering user requirements, leading joint application design (JAD) sessions, developing wireframes, prototypes, use cases.
• Oversaw Production support by analyzing problems, assigning cases to resources, and coordinating the resolution of issues by engaging IT resources and end users
• Provided support in planning and implementing QA and User Acceptance Testing activities
• Solicited end-user feedback through usability study sessions and surveys

Bloomingdale, IL, US

• Directly responsible for managing all of the core applications supported by the IT department including Oracle Applications, Siebel, and Hyperion Essbase
• Supervised, trained, and coordinated efforts of the application programmers, analysts, consultants and database administration staff
• Provided and directed end-user training and first-level Oracle applications support
• Analyzed business issues, offered and implemented solutions based on available features in core applications
• Participated in establishing and implementing corporate IT objectives, long-range planning, and application software selection

Dublin 2, IE

• Managed teams of designers and developers creating interfaces and automated conversions for Oracle Financials and Enterprise order management systems
• Developed technical designs and conducted design and code reviews
• Developed interfaces integrating Oracle Financials and Enterprise legacy application
• Provided technical support and led the resolution of various issues/initiatives
• Gathered and managed user requirements, and created, executed, and documented test scripts

Master Of Business Administration (M.B.A.), Management Information Systems, General

Bachelor'S Degree, Computer Science