Faisal Mohammad Email & Phone Number

Atlanta, Ga, Us

Cypress, Ca, Us

I lead Yamaha’s digital workplace transformation, shaping the strategic vision for innovative technologies that enhance productivity, collaboration, and communication across a global workforce. Through forward-thinking approaches and cutting-edge solutions, I ensure the seamless integration of endpoint devices, collaboration tools, and messaging platforms into daily operations, fostering a dynamic and efficient hybrid work environment. I also oversee Service Desk and Desk Side operations, delivering exceptional end-user support by advancing service delivery and optimizing performance. I establish strategic objectives and key performance indicators (KPIs) for North America's operations, aligning them with ITIL best practices for Incident, Change, and Problem Management. Collaborating closely with IT professionals and business leaders, I prioritize stakeholder engagement and operational excellence, driving initiatives that elevate user satisfaction and organizational success.★Strategic Leadership & Digital Workplace Strategy: Developed and executed a comprehensive digital workplace technology strategy aligned with organizational goals, driving innovation and optimizing endpoint technology, video conferencing solutions, and collaboration tools for seamless communication and productivity. Led a global team, fostering a culture of excellence and continuous improvement while managing the technology budget and vendor relationships.★Technology Deployment & Support Management: Oversaw the deployment, management, and support of endpoint technology devices, ensuring they meet the needs of a global workforce. Managed the 24x7 Helpdesk and onsite support teams across various regions, ensuring efficient, responsive service and alignment with organizational needs.

Atlanta, Ga, Us

I led the Return to Office / Condeco deployment , ensuring seamless alignment of projects with strategic organizational objectives. With adept leadership, directed the successful execution of complex process, consistently adhering to timelines, budgets, and delivering top-notch outcomes. By implementing standardized project management methodologies, optimized project delivery efficiency and resource allocation, fostering cross-functional collaboration within project teams. Proactive championing of risk management practices ensured successful project outcomes, while comprehensive project status updates provided executive leadership with the information needed for informed decision-making and support. Collaborating with stakeholders, I drove change management efforts to ensure smooth integration of new initiatives. Nurturing a high-performance project management team, provided mentorship and cultivated a culture of excellence, contributing to the organization's overall success. Furthermore, my strategic mindset facilitated the establishment of strategic partnerships, driving business growth and expanding market presence.★ Delivered projects with consistent achievement of scope, schedule, and budget targets.★ Implemented robust project governance, reducing project delays and cost overruns.★ Elevated customer satisfaction scores through customer-centric project implementations.★ Led a digital transformation, increasing operational efficiency .★ Streamlined project reporting processes for real-time visibility and data-driven decision-making.★ Ensured business continuity during a major industry disruption, minimizing customer impact.

Philadelphia, Pa, Us

I have successfully overseen and led three pivotal groups—Workplace End User Support, Product Deliver/Solution Engineering, and Program Management. Provided strategic guidance for Global Internal Support Desk and IT systems, optimizing the overall employee experience through efficient system and process management. Monitored operational and customer experience metrics, identifying trends, issues, and opportunities for improvement. Led initiatives to implement software and hardware solutions addressing technical issues, driving improvements and efficiencies. Led complex system and platform migrations, upgrades, problem resolution efforts, preventing recurring issues to optimize the internal employee experience. Provided strategic guidance in unprecedented situations, driving service enhancement efforts with vendors and suppliers. I oversaw day-to-day operations, ensuring streamlined processes, effective resource allocation, and the achievement of key performance indicators. Conducted financial planning, forecasting, and budget tracking to reduce total cost of ownership while efficiently allocating resources. I collaborate and build partnership with diverse business executives to address their technology needs, offering effective solutions fostering strong relationships to instill trust. My responsibilities span a diverse range of areas, including Application Deployment, Wireless Mobility, Call Center and Retail Technology, Analytics and Reporting, Project/Program Management, Cloud Solutions, User Communication, AV Technology, Process Improvement, and other internal functions supporting over 35,000 employees spread across 200 locations worldwide.

Philadelphia, Pa, Us

Selected to occupy a newly created position tasked with overseeing all new emerging technology that impacts roughly 30,000 end users and business partners. Implemented process automation and introduced self-service platforms to enhance operational accuracy and efficiency. Managed diverse IT support and escalation teams, while implementing strategies to optimize productivity and efficiency, including cybersecurity measures and threat remediation initiatives. Additionally, provided a range of IT solutions to internal business units and contributed to the successful delivery of new products to support overall business objectives.★Streamlined IT operations across all locations and regions by creating Standard Operating Procedures and Policies, and monitoring performance metrics to document improvements. ★Pioneered virtual, distant learning, and collaborative technology, revolutionizing employee education and inspiring nationwide adoption.★Championed digital signage technology, optimizing content management and distribution to enhance call center operations, resulting in significant cost savings on devices and licensing.★Managed a $30+M Capital and Expense budget.

Philadelphia, Pa, Us

As a seasoned IT executive, successfully managed all IT/Telecom support operations at Division HQ and the largest operating region (Big South) with 10 call centers, 137 remote sites, and 10,000+ users across 9 states. Strategically developed and executed plans aligning IT processes with company objectives and directed complex cross-functional projects to drive technical integration, process automation, and enhanced operational efficiency while collaborating closely with business units.★Designed and developed new processes to achieve optimal work performance amongst team members.Reduced capital replacement costs by 70% and saved $420K by leveraging VMware’s VDI and virtualizing 6000 agent PC.★Achieved an annualized capital savings of $650K and an 80% reduction in count by virtualizing servers Secured an annual recurring savings of $240K by eliminating POTS lines across the supporting areas and putting them on self-supply. ★Developed and implemented problem tracking, an issue resolution process, IT Playbook, Knowledgebase, Tier 2 and 3 levels support (for escalations), and a ticketing system to improve end-user support models, and ensure compliance with strict standards and service level agreements (SLAs). ★Achieved 97% SLA satisfaction for <24hr between ticket submission and issue resolution.★Managed network security, client services support, disaster recovery, and operating budgets for IT/Telecom operations.

Philadelphia, Pa, Us

Led the development of an innovative IT infrastructure for a state-of-the-art regional call center facility, overseeing a high-performing technology team to ensure seamless operations, system availability, and efficient IT support for 1400+ users across 22 remote locations. ★Managed a $1.2M operating budget, a $1M capital budget, and the design and installation for the $1M LAN/WAN infrastructure. ★Led the transition to cost-effective client-server technologies and business solutions, which decreased expensed, optimized data integrity, and enhanced efficiency.★Delivered a $200K project to replace more than 600 computer systems in roughly 6 months; 12 months ahead of the project schedule.★Successfully migrated the entire VOD infrastructure within 4 months from Concurrent to Tandberg system and bringing in a revenue of almost $3.5 million annually. ★Decreased application pricing, licensing expense and inventory by $300K by establishing standardization for applications, PC desktops, and network systems. ★Attained consistent 99% up time by implementing disaster recovery and fault tolerance plans. ★Implemented 100% recording for call center improving Voice of Customer (VOC) score by 30%.

Philadelphia, Pa, Us

As an IT leader, effectively managed communications between NJ Regional IT Management and South Jersey Area system locations, providing comprehensive support to 1600+ employees across 30 sites, including 24x7 call centers and head ends. Led an 8-member team handling IT and Telecom functions, while driving career development and fostering a culture of growth and opportunity in various disciplines, including workforce planning, training, program management, technical support, and people management.★Acquired invaluable skills and knowledge in mentorship, coaching, negotiation, process improvement, account management, data analysis, presentation and communication.★Implemented new procedures to reduce end user downtime from an average 16 hours to 6 hours. Negotiated favorable hardware and software purchases and licensing agreements saving the system over $250,000 annually. ★Collaborated with Division telecom, to develop and implement Cisco VOIP solution to the call center team reducing cost by over $400,000 annually.

Philadelphia, Pa, Us

Successfully oversaw comprehensive support for internal systems and network connectivity, managing a multi-server LAN catering to 600 end-users across 10 remote sites. Proactively addressed customer requests, ensuring timely resolutions, and maintaining high customer satisfaction. Additionally, meticulously documented issues and proposed effective solutions for future reference, while efficiently managing maintenance schedules for IT equipment to minimize downtime and production impact.★Spearheaded a $2.5M technology renovation for the entire building; designed, planned, and executed all required processes, and successfully completed project on time, within budget, without any system downtime or impact on users.

• Supervised a team of 18 agents to achieve performance objectives including AHT, Service Level, CQE, Schedule Adherence and compliance using CenterView and various customized applications. • Streamlined efficiencies increasing company profits through hiring, training, scheduling, capacity planning and quality assurance programs. • Supported business initiatives through assessment and analysis resulting in improvement in current product offering and call handling approaches. • Managed and directed all day-to-day aspects of Customer Service for Comcast. • Participated in annual budget development and monthly adherence. • Established formal monthly performance based incentive programs for continuous and ongoing improvement in agent performance. • Represented call centers in IVR Design and Configuration. • Identified supplemental training needs for call center agents and modified training provided in New Hire training sessions. • Conducted weekly and monthly employee and staff meetings.

Glen Mills, Pa, Us

• Installed, configured, and maintained PC desktop equipment in addition to rebuilding systems from scrap materials and isolated for backup use or replacements. • Investigated and resolved computer software and hardware problems for users while answering client inquiries in person or via the telephone concerning the use of computer hardware and software, including printing, electronic mail, network communications, software operation, and operating systems. • Trained users on numerous software applications.

• Provided marketing and technical support to the country’s first ISP and was the pioneer in building the local support team. • Researched and developed promotions to market, sell, and install Internet accounts at client locations. • Provided technical solutions to business and residential clients to cut down costs on bills via the usage of the Internet. • SPOC for some very high profiled clients ranging from foreign consulates, NGOs, local government to multi-billion dollar industries.

Ocw, Ocw

Bachelor Of Science, Business Administration Computer Information Systems

Diploma, Computer Studies