Hossien Oveys Email & Phone Number

Pleasanton, Ca, Us

Responsible for leading the IT End User Support globally for Veevans to ensure we provide the best IT support and customer service possible.- Responsible for coaching and mentoring 5 area IT managers and their direct reports- Build great customer service relationships with all Veevans and understand their issues and support needs- Act as the first point of contact for senior leadership for all IT support needs- Liaison with IT Venders to ensure proper support and equipment is readily available- Sync with Infra and other IT teams to ensure we are all working toward the same agenda of ensuring Veevans are supported in every way

San Jose, California, Us

Responsible for the Centralized Service Desk (CSD) that provides a single point of contact for requesting IT Support across multiple managed services and vendors, CellOps Support for all of Google, as well as Inventory Operations and Workflow Management. Managed dynamic global team spanning all regions to ensure 24/7 support to ensure measurably high operation effectiveness, efficiency, and USX.• Directly manage a team of 170 employees and 10 leaders across multiple global regions, ensuring 24/7 support and high operation effectiveness, efficiency, and USX• Develop and maintain KPIs and SLAs, presenting to client leadership in weekly operations review, MORs, and QBRs• Forecast resourcing for ongoing and new services, ensuring adequate resources are allocated to meet business needs.• Lead the onboarding of new services across multiple workstreams, ensuring seamless transitions and successful launches.• Develop and implement strategic IT initiatives in collaboration with cross-functional teams, resulting in improved efficiency and cost savings.• Manage IT projects from scope development to contract negotiations, project planning, team coordination & communication, budget, and schedule management, ensuring projects are completed on time, within budget, and with quality.• Build and develop high-functioning teams, establishing key performance indicators and governance, resulting in increased employee satisfaction and retention.

Kansas City, Missouri, Us

Responsible for multiple technical operations and support teams globally (US, EMEA, India, AUS), including call center, walk up support, repair services, asset management, and end user computing which include 24/7 support. Responsible for global internal support, leveraged tier 2 remote technical support for outsourced healthcare clients, as well account provisioning teams for outsourced and federal clients. Part of M&A teams for several acquisitions and divestitures with responsibility of integrating or divesting internal support.- Directly responsible for 85 associates with an additional 80 dotted line global relationships and 10-14 leaders across 4 to 5 business units globally- Developed, trained, and managed new leveraged service tier 2 support model with potential savings of $2 million a year from scratch- Developed, trained, and managed new Federal Account Provisioning team from scratch- Developed, trained, and managed a new support team and leaders in Bangalore, India, UAE, and Berlin, Germany- Increased amount of account provisioning work that was centralized by over 43% from 2020 to 2021- Managed the Executive Cabinet Support program and developed new process to support C-Suite- Grew internal support responsibilities and scope without taking on additional resources and stayed within budget- Started and managed automation and scripting team to gain efficiencies for internal and external clients- Exceeded all KPIs including average client satisfaction scores of over 97% for both internal and external tier 1 and tier 2 support- Oversaw technical development and IT projects for both internal and external clients- Implemented new technologies and made recommendations to improve IT processes

Kansas City, Missouri, Us

Kansas City, Missouri, Us

Part of the core team that helped transition over 5000 new associates which included taking over support from a third party and setting up a new global team. Personally responsible for creating new strategy, processes and teams, and working with third parties to develop the team. Saved $5 million annually by removing outsourced support following Cerner HS Integration and increasing Associate Support scope

Kansas City, Missouri, Us

Took on full responsibility of all Tier 2 support at the company

Kansas City, Missouri, Us

Managed part of the Tier 2 internal support team

Kansas City, Missouri, Us

Provided Technical Tier 1 and Tier 2 internal and external support to associates and clients

Kansas City, Missouri, Us

Provided Tier 2 internal support for global associates

Kansas City, Missouri, Us

Provided Tier 1 phone and ticket support for internal associates globally.

- Managed small team of Computer Operators to ensure all ATMs and Techs were supported 7 days a week- Monitored nationwide network of ATM’s and TANDEM computer system using multiple tools to ensure optimum system performance- Provided technical support for technicians and clients regarding ATM’s functionality, programming, and reliability, as well as, maintaining a knowledge base for Field Engineers.- Provide support and direction to clients and consumers regarding ATM functionality, proper maintenance, software programming, and federal banking regulations.- Managed the flow of information from the network to the operations department including reporting system outages and bugs as they occur and assist with other projects as needed.

Managed over 100 full and part time employees making outbound scientific survey calls. Complied with Federal and State regulations on making sure the calls were completed correctly. Worked on RFPs for new projects as well as hiring and training new employees. Created and maintained a new scheduling system which standardized all the shifts which replaced a full time employee from having to maintain it on a daily basis.

- Responsible for over 150 fundraising agents and 5 supervisors- Responsible for training all new hires and providing feedback weekly- Adjusted call system to handle demand and time zone issues- Helped raise thousands of dollars quarterly for progressive and non profit organizations like: - American Council of the Blind - DCCC - Barak Obama for President - Special Olympics of various states