Donald Gilroy Email & Phone Number

Portland, Oregon, United States

Acton, Massachusetts, United States

Responsible for carrier relationships and service enablement for the enterprise customers that procure the TeleMessage Mass Messaging products, resold by Rogers and T Mobile. This solution ownership includes product demonstrations, onboarding and support.Support and onboarding lead, responsible for ensuring the highest customer satisfaction for several large enterprise and federal customers, using the TeleMessage/Smarsh Capture Mobile, archiving solutions.

Cambridge, Massachusetts, United States

Cambridge, Massachusetts

Cambridge, Massachusetts

A member of the LiveMessage Success team, responsible for the Tier III product support of the LiveMessage solution. A trusted advisor for the Service Cloud-Digital Engagement suite of products, ensuring the mutual success of the contact center customers deployed globally and and the account teams that sell these products and services to them.

Sudbury, Massachusetts

Provide pre and post sale support for Yamaha Group/Revolabs' Unified Communications and Conferencing solutions in the Northeast US and Eastern Canada.

Greater Boston Area

Led solutions architecture and Tendering teams in successfully responding to RFP / RFI, including technical responses, pricing strategy and partnering with 3rd-party vendors, to ensure a complete end-to-end solution to meet specified requirements. Led RFP defense meetings and customer demos, typically required for short listed vendors.- Achieved 114% of Americas Regional Business Center (RBC) team quota for 2015. Achieved personal KPI of winning 1 net new customer for 2015, by successfully leading the winning RFP team and proof of concept (POC) trial for the Presence Server (PS) business at a Tier 1 operator in Canada.- Led the successful cross-functional trial deployment team, which resulted in Alcatel-Lucent being selected as the recommended vendor for enabling the ViLTE service for the operator in 2016.- Successfully completed a Social Presence POC at a Tier I operator in the US, which enabled operator’s planning and marketing teams to better understand the use cases for social presence, and helped them gauge market acceptance of the technology.

Greater Boston Area

Led business development for Social Messaging (RCS) and legacy messaging in the Americas region. Also performed business development and system architecture design for ALU CloudBand telco cloud infrastructure solution and VoLTE/IMS solution sales to tier II/III MNOs in North America.

Greater Boston Area

Provided the mobile operator with product roadmap and knowledge share overviews, as well as software upgrade requirements. Led reviews of the method of procedures (MOPs), required with each new software release delivery. Managed outage conference calls to ensure that service outages were resolved in a timely manner.- Improved Remote Technical Support (RTS) customer satisfaction index for Messaging Business at a Tier II operator in the US, reestablishing and building trust and partnership that both ALU and operator’s executives expected from both companies.- Tracked customer Assistance Requests (AR) opened for operator’s Messaging applications and infrastructure, ensuring timely resolution of all trouble reports, which prevented minor issues from escalating into major service outages.- Ensured service level agreements and customer satisfaction targets were consistently being met via quarterly scorecard updates to operator’s senior leadership team. Crucial adherence to service level agreements avoided liquidated damages and potential impacts to the department’s revenue recognition for each fiscal year.- Managed service escalations for Genesys Contact Center solution.

Greater Boston Area

Led cross-functional team that enabled a Tier I operator to launch visual voicemail service in 2008, to become the first MNO in North America to get a steady revenue stream from a 3G voicemail service, at a time when voicemail was historically free for postpaid and prepaid subscribers.- Managed customer feature requests through all phases of process, including requirements, feature definition and roadmap prioritization for development, ensuring operator’s timeline for launching new services to marketplace remained on track.- Delivered quarterly updates to operator’s maintenance teams supporting the messaging products, enabling team to test software upgrades, bug fixes, and new feature validation in the labs prior to rolling out to the field.- Performed product demonstrations at industry trade shows. Supporting trade shows as the primary subject matter expert, ensured that product marketing and strategy information got out to the industry in a timely manner, which helped to build an appetite for the messaging portfolio being offered.

Greater Boston Area

Supported the sales channels in the North America region and provided subject matter expertise for various adjunct messaging applications, to support an aggressive revenue and market share growth.- Received the Greater Boston YMCA Achievers’ Award in the year 2000, after being nominated by peers and the leadership of Lucent Technologies, New England region.- Achieved President Club recognition 4 years in a row for exceeding assigned revenue quota.- Wrote technical responses to RFPs, which ensured responses and supporting documentation correctly addressed stated customer requirements. Led to successful award of several new accounts.- Developed and implemented value added feature demonstrations for trade show and customer presentations. Supporting trade shows as the primary subject matter expert was essential for getting product marketing and strategy information out to the industry, which helped to build appetite for messaging portfolio.

Certificate, State Of The Art Program-Data Communications

State of the Art Program: Data Communications Technology

Certificate, Computer Engineering Technology/Technician

Computer Engineering with a major in Telecommunications