Keith Mathies Email & Phone Number

Bellevue, Wa, Us

Aiberry is a next generation artificial intelligence company with a vision to democratize mental well being by leveraging patented AI technology to connect providers (doctors, physicians, counselors, insurance, etc.) with patients for evaluation, detection, and monitoring of mental health disorders.

Kista, Stockholm, Se

Responsible to provide organizational structure, strategic direction, and leadership/ motivation to facilitate an efficient and focused operation which enabled the Customer Support team to meet commitments and financial objectives. • Primary interface towards external customer for System Support, Hardware Support, Software Deployment, Proactive Support Services, and the associated tools. • Participate in the negotiation, scope definition, and establishment of Support Services price levels for new CU Sales opportunities. • Responsible for implementation and management of CU CNS support structure, and delivery quality of all Customer Support services according to customer Service Level Agreements (SLA). • Build relationships with internal/external customers, suppliers/partners, and deliver on commitments. • Drive strategic planning and ensure efficient processes, resource dimensioning, task allocations, and delivery cost controls are developed and properly utilized. • Manage: recruitment, individual objectives, performance, and compensation of delivery resources.

Kista, Stockholm, Se

• Manage teams which varied in size from 15 to 200 engineers, and act as primary point of contact for Ericsson’s KAM interactions with the Centralized support organization and its associated delivery groups (Proactive Support, Software Deployment, and System Support). • Communicate with all levels of Project Management, Service Sales, Operations, and Service Delivery teams to ensure delivery aligned with agreed upon KPI, WLA, & SLAs • Work in conjunction with Ericsson’s global organizations to develop and maintain Tactical and Strategic plans for first-line support delivery organizations in N. America • Develop and maintain annual budget, training plans, and resource schedule

Kista, Stockholm, Se

• Manage customer interface between Ericsson and Verizon Wireless for all Customer Support and ensure services were delivered according to contractual agreements. • Manage the technical and management escalations raised by Verizon Wireless regarding the commercial MMS system.

Kista, Stockholm, Se

• Manage a group of 24 engineers responsible for providing technical support to Ericsson's GSM Integration & Verification center located in the U.S. and the production/distribution of software maintenance releases for the North and South American operators. • Develop and maintain annual budget, training plans, and resource schedule

Kista, Stockholm, Se

• Manage and assist 10 support engineers responsible for providing technical support to Ericsson's global GSM customers during the standard business day, and 24-hour emergency support for the North and South American systems • Primary escalation point for the GSM first-line support offices located in the Americas and responsible for fault isolation, resolution, and the production/release of emergency software solutions. • Develop and maintain annual budget, training plans, and resource schedule

Kista, Stockholm, Se

• Assist in the establishment, maintenance, and support a global “Follow-the-Sun” GSM second-line support initiative • Supervise the daily activity of the US call center and coordinate support resources from the various global GSM competency centers. • Responsible for North American system performance trend analysis, root cause analysis and the development of ISP (In Service Performance) improvement programs. • Establish and monitor cross functional team to fulfill the objectives set in the ISP improvement plans

Kista, Stockholm, Se

• Manage and assist a team of up to 13 engineers responsible for 24 hour, First-Line technical support of hardware/software faults, and the daily operation and maintenance issues associated with Ericsson customer's networks in North America • Deployment of new Application System software and the required hardware into Ericsson's Wireless and Fixed Network switching centers in the United States. • Maintain annual budget, training plans, and resource schedule

Kista, Stockholm, Se

•Provide 24 hour First-Line support for hardware/software faults, and the daily operation and maintenance issues associated with Ericsson customer's AMPS/DAMPS networks in North America. •Implementation of software upgrade and feature packages in North American AMPS/DAMPS networks