David Ricci Email & Phone Number

San Jose, Ca

101Voice is a Premier Cloud Telephony Manage all day to day activities of the transition including the development of the roadmap and scope, and associated to technical support, installation and maintenance of VoIP products and customers.Establish appropriate strategies and processes to manage the design and installation of the VoIP telephone systems and its associated elements (Hardware/Software, Local Area Networks (LAN)/Wide Area Network (WAN) call centers, etc.)Responsible for all aspects of Customer Service, installation and training for end users.Maintains primary responsibility and technical oversight for the engineering, configuration, implementation, maintenance and support of LAN/WAN, UC, Telephony, VoIP and operations.Works closely with call centers and third-party monitoring and managed services providers to implement contact center routing and scripting changes and optimizations.Implements on and off boarding procedures for phone, call recording and other routine call center voice and phone solutions.Maintain department licensing levels to ensure licensing compliance and continuing operations.Select, evaluate and recommend new productsWork with all Carriers to ensure all SLAs are met.

Santa Clara,Ca

Development of the growth strategy for the Professional Services team in conjunction with the Customer Experience Optimize the team for operational excellence aligned to the Customer Experience team to create an integrated customer experience. Develop, promote, and market Professional Services offerings and programs with Sales and Marketing counterparts.Responsible for hiring, developing, training and managing service department of field engineers, national technical support engineers, logistic personnel and trainers. Develop, maintain and manage the department's budget, personnel requirements and operating expenses. Coordinate with engineering, order entry and production to meet customer, channel partner and OEM expectations Create and manage special projects and implementations. Create, negotiate and manage customer service contracts and professional service offerings. Work with product vendors to offer new technologies to customers.Manage all Support Logistics and training Departments

Support system-based processes (including scenario design, flow mapping) Define and implement support procedures Manage business requirements Create the new process design and contribute to solutions prototyping Test and train the support team to deliver solutions Perform project tasks independently, and may direct the efforts of others Participate in or lead the development of client deliverable content Anticipate client needs and formulate solutions to client issues Review deliverables for accuracy and quality Contribute to new business and proposal development Manage own personal and professional development, seeking opportunities for expansion of consulting skills and experiences Ability to identify and document system architecture and retain documentation in a central repository Utilize consistent set of tools and processes to receive, track and log incidents and service requests Support project-level goals and ensure IT program goals are met

Create, negotiate and manage customer service contracts and professional service offerings. Work with product vendors to offer new technologies to customers.Hire, train and manage professional service engineering team activities and schedules. Establish project schedules and cost structure, provide project management of technical project goals and deliverables. Serve as escalation point for all customer issues.

Provide pre- and post-sales support for domestic and international customers and resellers for Opticom's SLM/SLA application Introduced and educated customers and resellers on ITIL best practices and their benefits. Track speaker and open forum board member for Service Management Conference. Established Operational Level Agreements (OLAs), Service Level Agreements (SLAs) for Customers* Create, Define KPI's, ensuring effective service is provided.* Implement IT metrics measurement and reporting.* Ensure effective monitoring, control and support of service delivery.* Create and manage the Service Catalogue.* Drive strategy of integrated management of IT services.

Provide network performance analysis and capacity planning for design engineering groups. Create and present training. Provide vendor liaison to for all new product beta and POC. Implemented and managed Change Control procedures to communicate planned downtime, new releases and major incidents with the business. Establish Incident, Change and Release process maturity vision and strategy that will lead to the deployment of additional ITIL processes including Problem Management. Execute Incident, Change and Release Management processes across all properties and lead continuous improvement plans for these processes

Responsible for hiring, developing, training and managing service department of field engineers, national technical support engineers, logistic personnel and trainers. Develop, maintain and manage the department's budget, personnel requirements and operating expenses. Coordinate with engineering, order entry and production to meet customer, channel partner and OEM expectations Create and manage special projects and implementations. Member of engineering change and new product design review boards. Individual contributor for supporting major domestic and international customer

Education record

Degree, Electronic Technology