Harold Victor Email & Phone Number

Irving, Texas, United States

Mitel acquired Unify on October 1, 2023. Harold Victor's current roles and responsibilities are the same as his Unify Program Manager position.

Program Manager for the Manage Services organization within Unify Inc.Roles and responsibilities include the management of a 28-site enterprise account including executive responsibility for all facets of Support, Service, Installation and Business Administration activities.Supported products includes the Unify suite of products, Genesys Contact Call Center, Avaya G3 and Nortel communication solutions with over 25,000 Voice Ports.

Irving, Tx

Project Cooridnation & Management of Telecom VoIP deployments, Contact Call Center design and Unified Messaging integrations in both a local and remote enterprise environment.Specialties:Project Managment, Technical Support Management and Consultation Services.

* Supported VoIP communications systems and various Call Center Products. * Project Managed interoperability testing of various Telephony, Unified Messaging and Call Center products.* Managed L2 Technical Support team for Large Telecom and Messaging systems for North and South America and ensured Service Level Agreeements were met.* Ensured new product installations are deployed per scheduled time lines and are on budget.* Managed product deficiencies with the appropriate Development organizaiton while having regular customer forums with progress reports.* Developed ITIL best practices for Center efficiencies.* Planned, organized and managed the consolidation of the Siemens Boca Raton TAC Center into the Irving Support Center for telecommunications and data networking products. * Responsibilities included staff development, roll-out of new ticketing systems and support infrastructure design. * Improved service contract costs by 10% by providing quality remote support.* Instrumental in the development and evaluation of low cost Eastern European technicians for support of US customers.* Investigated customer service complaints and ensured customer follow-up.

* Directed the consolidation of (3) Regional TAC Center organization into a single Support Center in Boca Raton, FL. * Responsible for the interviewing and selection process for analysts. * Participated in many workshops for customer database and ticketing system design and roll-out. * Provided mentoring and training for entry level Supervisors. * Managed product defects with the appropriate Development organization while having regular customer conference calls with status reports. * Hosted Risk Assessment meetings with Field installation teams to minimize service issues and help ensure a quality installation.

* Directed the consolidation of (3) Regional TAC Center organization into a single Support Center in Boca Raton, FL.* Responsible for the interviewing and selection process for analysts. * Participated in many workshops for customer database and ticketing system design and roll-out.* Provided mentoring and training for entry level Supervisors.* Managed product defects with the appropriate Development organization while having regular customer conference calls with status reports.* Hosted Risk Assessment meetings with Field installation teams to minimize service issues and help ensure a quality installation.

* Operational responsibilities for service and installation personnel for a three state area. * Participated in the Project Management of many large and mid-sized telecom installations while ensuring that quality service was being provided to the installed customer base. * Participated in the development in a Moves, Adds and Changes department for high margin sustaining revenue.* Reduced Account Receivables by creating a team who performed both customer training and Delivery and Acceptance closure.

Bs, Business Administration

(Completed 120-hours before relocation to Irving, TX) Completed Several Business Management Seminars including: Seven Habits of Highly.

As, Electrical Engineering Technology Degree