Ed Sarasti. B. Eng Email & Phone Number

Greater Toronto Area, Canada

iConnect Regional Integration Lead in the Middle East & Africa for the deployment of the EpiCX core (global and regional) data systems integrations.

Toronto, Canada Area

o Led a team spearheading the "Payment Canada Modernization" initiative, migration from legacy infrastructure to new Payments Canada platformo Partner with executive management, stakeholders, Agile labs, and product owners to present showcases, stand-ups, story sketch lines and to brainstorm ideas to create actionable insight for future strategies.o Leader within cross-functional teams to track progress of project to ensure all business requirements are met and/or exceeded. o Transform the operational framework for all levels of the Applications Support Helpdesk Team to simplify and allow for quick resolution of escalated issues.

o Wrote the business case for Global dialer complete multinational infrastructure upgrade ($4.4M) and forthcoming implementations of the latest telco/data solutions Aspect VIA, Aspect CXP, Microsoft Azure, Quality Management and Workforce Management throughout all 26 global Contact Centres.o Led the setup and expansion of Aspect predictive global dialer equipment in Peru, Panama, Costa Rica, Caribbean hubs, and Mexico, adding Cisco gateways, upgrading Cisco Unified Communications (CUCM), and rerouting telco voice traffic within Multi-Protocol Label Switching (MPLS) across regions. o Scheduled and chaired ad-hoc meetings to interface with local IT departments and specialists, telecom vendors, and senior and executive stakeholders and presented project’s financial and progress updates.

Toronto, Canada Area

o Inspired an estimated 30% operational savings by instituting best practices and lean project management in the reorganization and optimization of all Workforce Management (WFM) documentation, processes, and roles. o Applied Agile methodologies to roll out procedural solidarity between WFM Team, Field Effectiveness Team & Site Management to support workflow for operational cohesion and continuity. o Authored, implemented, and led SLA contract negotiations for Command Center Expansion (IVR, CXP functions, and voice configuration), operations productivity roadmap for change management, and analytical and technical services for international technological initiatives. o Evaluated operational performance to capture developing trends and applied process improvement solutions to continuously enhance operational productivity and uplift efficiency.

Toronto, Canada Area

o Managed and oversaw an unprecedented $35M global solutions project to design and architect a redundancy Toronto based dialer and data system in 25 countries across Latin America and the Caribbean. o Authored the business case to present to senior level executives while maintaining thoughtful consideration to business direction, goals, and needs. Further, designed and implemented contingency options with the idea for business continuity. o Supervised, assessed, and reviewed plans and designs by team members to ensure achievement of goals with the appropriate balance between cost, network security, re-use, ongoing maintenance, operability, and scalability.

Toronto, Canada Area

o Invested in ensuring projects aligned with the objectives set by the companyo Subject matter expert (SME) at improving customer satisfaction, ensuring regulations compliance, as well as empowering teams to improve processes that enhanced analytical, technical, and solutions support for Avaya’s Global Managed Services product portfolio. o Led, directed, and supervised technical training and mentored peers to create new processes and improve existing processes to enhance client support and satisfaction.

Toronto, Canada Area

o Designed, developed, integrated, and deployed network solutions that converged data and voice networks, implemented VPN networks allowing employees to remote in to perform job duties via VoIP Unify. o Merged IP Unified Messaging System with existing IT environment, including Active Director, MS Exchange server, and IMAP. o Partnered with colleagues, senior management, and clients to brainstorm ideas for and design/deploy complex dialing plans.

Markham, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Colombia