Operational Management of Global IT Service Desk Support for over +40.000 users (Internal and external)Leading a team of 35+ support engineers located in two sites (Arg/Budapest), support 24x7 coverage in multiple languages.Project evaluation and impact analysis for Global projects within Avaya IT Infrastructure.Support model design and implementation for different technologies, services and applications following ITIL v3 best practices and business criteria. Self-Service and Automation model design and implementation.KPI analysis for strategic resource planning, development and implementation of continual service improvement strategies.Focus on● Team structure, process and resources efficiency ● Customer experience and improvement strategies ● Alpha and Beta testing of new Avaya Chat and Voice products● Conversational AI and transactional chatbot design, testing and operational implementation (Cognigy and Google DialogFlow engines)● Cross-Organizational Project Management on efficiency and customer experience improvement● Call center infrastructure and process design● Automation and digitalization of manual procedures

Optimization of service desk procedures and practices according to the applicable support model and objectives. Leading a team of 35+ support engineers located in two sites (Arg/Budapest), support 24x7 coverage in multiple languages.KPI analysis for strategic resource planning, development and implementation of continual service improvement strategies. Review and development of policies according to the strategies and procedures evolution. Project design including impact analysis, efficiency improvements, internal deployment planning, and customer experience effects. Engagement and collaboration with other teams and business units for efficient cross-organizational procedures, enhancing existing and developing new policies and procedures for continual service improvement.Focus on ● Team structure, process and resources efficiency ● Customer experience and improvement strategies ● Team morale, conflict resolution, proper and timely communication ● Team members career path and skills development ● Effective and efficient resource allocation ● Process streamlining ● Automation and digitalization of manual procedures ● Rapid and effective response to operations demands

Ensuring support model is achieved and improved according to existing Service Desk procedures and guidelines. Analysis, presentation and optimization of KPI results.Team management, conflict management and team morale building strategies. Project impact analysis and implementation. Workload distribution, schedule planning, team responsibilities assignment and supervision. Team members performance review and 1 to 1 sessions for setting objectives and delivering feedback. Collaboration with other teams to enhance existing and develop new policies and procedures for continual service improvement. Delivering project presentations to internal and external stakeholders. Outages follow up and analysis to determine operational improvement opportunities. Composing and delivery of internal and external communications regarding policy and procedural updates and notifications. Involved in: - Applications and processes continual improvement Projects - Call Center technology strategic implementation (IVR, Website, KB) - Project Management and internal implementation Global IT Service Desk Project Management related tasks ❖ Analysis and implementation planning for PMO projects related to changes in the support structure. ❖ Coordinate procedural changes, both internal and cross-organizational to ensure smooth deployment and team efficiency. ❖ Business Analysis tasks: coordinating and leading meetings with development, IT teams and several stakeholders for continuous service improvement Projects.

Monitoring and coordination of team agents activities according to support strategy. Delivery of Training and Tutoring programs to improve agents skills. Provide the training & knowledge transfer for the team work and report their progress.Delivery of weekly team meetings.Analysis and presentation of team performance results (quality, workload, metrics). Ownership of the Quality Dispute process for incorrect QA audits. PoC for QA team and internal workgroups to update guidelines and procedures.Identify and address all the process issues before & after new guidelines implementation. Customer SAT Survey analysis. Monitoring of SLA accomplishment. Manage Misrouted queue for cases in which the resolver workgroup needs to be identified with further analysis. PoC for Internal/external escalations.

Avaya IT Business Partners & eBusiness Support - Agent & TrainerProvide Business Partners with technical support on Avaya Licensing and Quoting toolsCreation of New-Hire training and delivery to new resourcesOrganization and delivery of agents uptraining on supported tools and processesKnowledge Base update with new information and procedures

Escalation Management Team is intended to provide support for issues that are out of scope for the Service Desk and require further investigation and contact with different company areas (such as Legals, Fulfillment, Account Management, Sales, Partner Program, etc). Diagnose of issue root cause (legal, EULA agreement compliance, Product use Rights compliance, technical, licensing, quoting, fulfillment, delivery)Analysis of Customer's contract/agreement to determine Microsoft's requirements complianceDirect contact with Business Partners and Account Managers to guide and drive towards issue resolutionComplete ownership of all actions required from issue diagnose to resolution