• Manage a team of 15 Software Support Specialist, Tier 1 and Tier 2. Team responsible for overall customer satisfaction by providing superior technical support for mobile network operators around the world utilizing P.I.Works Solutions to plan, monitor and optimize mobile networks.• Collaborate with internal sales, software development, product and project management teams.• Coordinate staff assignments in all efforts related to the managed services, software maintenance, upgrade, support and implementations.• Implement department policies and procedures to improve consistency, KPIs and customer service which reduced average resolution time and improved customer satisfaction in spite of increased number of supported customers by 80%.• Oversee of support contracts, monitor metrics and guarantee the level of support according to the contractual requirements with customers.• Handle issue prioritization, deal with customer escalations and conduct RCA meetings independently.• Set and drive operational project timelines, resource assignments and deliverables ensuring project delivery is on-time and within budget.

• Manage a team of 10+ Software Support Tier 2 and Tier 3 supporting worldwide customers of US based Ribbon Telecommunications which is a global leader in secure and powerful Cloud based real-time communications software solutions.• Collaborate with multinational teams and stakeholders in multiple time zones such as support, product, sales and software development teams and executives headquartered in the US/Canada. • Initiate and follow global customer satisfaction metrics which increased resolution performance by 18% and improved operational excellence score including certain KPIs by 15%. • Drive customer escalations and RCA and report to the top executives in case of hot or emergency situations requiring 7/24 dedicated support.• Track and implement software design quality improvement initiatives to reduce the number of reported issues by 10%. • Serve as the project manager for the development of Cloud based Unified Communications Solution by collaborating with the CEO, marketing, product and development teams for 1.5 years applying Agile project management principles and process and planning and monitoring budget and resources.• Act as the design leader and Agile technical project manager for the administration and maintenance platform portion of Ribbon Communications Software Solutions for 2 years to automate the installation and upgrade of the product and reduce the duration and number of steps taken by 50%.

• Specialize on Tier 2 and Tier 3 technical customer support role related to the Multimedia Communications and Application solution and products of Nortel for more than 100 customers from US, EMEA and APAC. • Exemplary contribute and deliver globally set compelling SLAs and KPIs such as 48-hour resolution for all priorities.• 7/24 Hot Issue and Emergency Resolution in 30 minutes interacting with US based ER organization.• Perform system upgrades and installations within committed deadlines and without any service disruption.• Certify on Oracle Database (DBA) and Linux System administration.