Albert Parisi Email & Phone Number

Vaughan, On, Ca

Toronto, Ontario, Canada

Primary customer advocate with a focus on complex and strategic customers. The main purpose involves owning and facilitating the post-sales relationship, ensuring an optimal customer experience, developing long-lasting relationships and expanding on all new potential opportunities– Develop a thorough understanding of the customer’s needs, requirements and challenges including their technical environment, IT initiatives, business objectives and technology goals– Manage and oversee all… Show more Primary customer advocate with a focus on complex and strategic customers. The main purpose involves owning and facilitating the post-sales relationship, ensuring an optimal customer experience, developing long-lasting relationships and expanding on all new potential opportunities– Develop a thorough understanding of the customer’s needs, requirements and challenges including their technical environment, IT initiatives, business objectives and technology goals– Manage and oversee all aspects of the customer’s projects, working cross-functionally to build alignment and support to achieve deadlines and outcomes– Conduct Quarterly executive business reviews to ensure solutions align with business and technology objectives, uncover new opportunities to partner and ensure continued satisfaction with purchased services– Collaborate on the development and sale of tailored solutions to address customer needs and requests– Act as an escalation point for all customer requests– Own customer facing documentation, communication and reporting to maintain a strong relationship– Establish internal relationships across the organization conveying the customer’s needs and building commitment on priorities– Develop project plans, identify potential obstacles and solutions, evaluate progress and anticipate customer expectations– Act as an additional screen of quality assurance on the overall performance and delivery of services for the customer– Demonstrate discipline towards ITIL practices, internal policies, procedures and reporting Show less

Toronto, Ontario, Canada

Customer Success Operations process improvement lead with the responsibility for identifying, recommending and implementing Customer-centric process improvements focusing on Onboarding, Adoption, Expansion and Renewal- Worked directly with cross-functional teams including Customer Experience, Managed Services, Sales, Go-To-Market, Services Technology and new Customers to understand and implement Service Delivery improvements- Utilizing a highly developed expertise in Customer… Show more Customer Success Operations process improvement lead with the responsibility for identifying, recommending and implementing Customer-centric process improvements focusing on Onboarding, Adoption, Expansion and Renewal- Worked directly with cross-functional teams including Customer Experience, Managed Services, Sales, Go-To-Market, Services Technology and new Customers to understand and implement Service Delivery improvements- Utilizing a highly developed expertise in Customer Experience, identified improvement areas and incorporated into overall Customer Journey mapping- Identified Solution Delivery gaps and challenges with a primary focus on improving Net Promoter Score- Directly supported the build-out and delivery of technology improvement roadmap- Designed, developed and implemented a new, improved and comprehensive Onboard tracker built in SharePoint providing a clear, concise view of all Onboarding activity allowing for better overall program management Show less

Toronto, Ontario, Canada

Program Manager responsible for the direction and management of the Softchoice Managed Services new Customer Onboard program- New Customer Onboarding process governance for Softchoice Cloud (Microsoft Azure, AWS, GCP), Network and Workplace Managed Service solutions; accountability for building and managing Onboard processes while working to understand and improve the overall Onboard experience- Active participation in new Service introduction processes with direct input to Onboarding… Show more Program Manager responsible for the direction and management of the Softchoice Managed Services new Customer Onboard program- New Customer Onboarding process governance for Softchoice Cloud (Microsoft Azure, AWS, GCP), Network and Workplace Managed Service solutions; accountability for building and managing Onboard processes while working to understand and improve the overall Onboard experience- Active participation in new Service introduction processes with direct input to Onboarding requirements ensuring a more seamless Customer experience- Worked directly with diverse cross-functional teams including Customer Success Business Units (Cloud, Hybrid Network, Workplace), Customer Experience, Managed Services, Sales, Go-To-Market, Services Technology and new Customers to build and manage cohesive Onboard processes- Managed weekly Onboarding call to review all new Customer Onboards, identifying roadblocks and working directly with Customer Success Managers to resolve and advance Onboards and accelerate start of revenue flow- Directly accountable to Senior VP of Services, Customer Success VP, Managed Services Director and Customer Success Director for Onboard program management, including status reporting, monthly trending and time to Onboard Show less

Oakville, Ontario, Canada

Senior Customer facing prime within the Softchoice Customer Success organization responsible for ensuring continued Customer value realization. Key responsibilities included:- Acting as a Customer advocate to ensure retention, adoption, and expansion - Leading all Customer Service Reviews focusing primarily on maintaining Customer Satisfaction- Developing and leading regular Customer Quarterly Business Reviews, providing relevant insights to focusing on potential service growth-… Show more Senior Customer facing prime within the Softchoice Customer Success organization responsible for ensuring continued Customer value realization. Key responsibilities included:- Acting as a Customer advocate to ensure retention, adoption, and expansion - Leading all Customer Service Reviews focusing primarily on maintaining Customer Satisfaction- Developing and leading regular Customer Quarterly Business Reviews, providing relevant insights to focusing on potential service growth- Collaborating proactively with Sales, Professional Services, and Technical delivery teams to ensure optimal delivery of all purchased technical services - Coordination with internal Technical teams for the ongoing delivery of technical support acting as primary escalation point critical issues- Bridging the gap between an ideal Customer Experience and realistic operational capabilities for a varied Customer base- Delivered Service Excellence to Customers in the Public/Catholic Education and Public Service sector, Banking, Legal, Energy, Real Estate, Mining, Health, Senior Residence, Food and Internet Security based industries with Cloud, Data Network and Workplace environments- Successfully delivered a new Customer Support Portal for all Softchoice managed services customers. - Provided direct Mentorship to junior Customer Success team members as part of Customer Success Mentorship program utilizing seasoned experience in Customer management and best practice methodology- Also provided Mentorship to new team members acting as an Onboarding Buddy and allowing for faster takeover of Customer Success responsibilities- Onboarded new customers to Azure Cloud, Workplace and Data Network Managed Service offerings - Routinely received 5/5 scoring as part of by-yearly Customer Satisfaction (CSAT) surveys surpassing CSAT targets Show less

Toronto, Canada Area

Senior IT Project Manager within the TELUS Technology Strategy Project Management Office for IPTV (2017-2019) and OSS Wireless/Wireline New Technology Introduction (2015-2017) Project Teams- Planning, execution, and successful delivery of $20M+ IPTV growth and sustainment projects. Key projects included Content Distribution Network expansion, OSS migration, and Headend Network growth- Led enhancement of TV Network Security via the build and upgrade of a fully geo-redundant Firewall… Show more Senior IT Project Manager within the TELUS Technology Strategy Project Management Office for IPTV (2017-2019) and OSS Wireless/Wireline New Technology Introduction (2015-2017) Project Teams- Planning, execution, and successful delivery of $20M+ IPTV growth and sustainment projects. Key projects included Content Distribution Network expansion, OSS migration, and Headend Network growth- Led enhancement of TV Network Security via the build and upgrade of a fully geo-redundant Firewall configuration. Managed new channel additions and directed upgrades of the Video Storage and Processing Platform (VSPP)- Spearheaded implementation of an expanded Satellite Farm with redundancy for enhanced Pay-Per-View capability- Drove all projects cross-functionally, implementing to established plans, on time and on budget. Oversaw internal teams & vendors directly for new H/W validation, installation, integration, and final commissioning- Directed project set-up, financials, material purchasing, and delivery through SAP with regular financial reviews. Stakeholder management via weekly Director and VP level Steering review meetings- Prime for planning, execution, and successful delivery of strategic Wi-Fi and Small Cell Program projects. Delivered $1.5M+ critical OSS projects, including a new Aruba enhanced Element Management System (EMS)- Led all Wi-Fi National Network Firmware and Configuration upgrades. Direct coordination of TELUS Engineering and vendor teams (Aruba, Cisco, Huawei) for key implementations- Managed all Network expansions, major Venue and Small to Medium Business Wi-Fi builds. Headed strategic Small Cell deployment totalling $2.5M+ for Western and Eastern Network build out- Implemented a fully geo-redundant Public Key Infrastructure (PKI) system for enhanced Secure Small Cell Network access. Small Cell deployment automated via the development of a field usable App Show less

Mississauga, Ontario

Customer Network Support Organization- Served as Customer Network support prime for Bell, TELUS, SaskTel, and NorthwesTel Wireless mobility carriers; Supported entire Ericsson Network portfolio working closely with the Account Team to ensure all SLA’s were met- Championed the introduction of the Ericsson M2M Device Connection Platform (DCP) solution for Bell Mobility. Collaborated with Ericsson Product and Support teams in Sweden & Romania to establish a working solution- Oversaw… Show more Customer Network Support Organization- Served as Customer Network support prime for Bell, TELUS, SaskTel, and NorthwesTel Wireless mobility carriers; Supported entire Ericsson Network portfolio working closely with the Account Team to ensure all SLA’s were met- Championed the introduction of the Ericsson M2M Device Connection Platform (DCP) solution for Bell Mobility. Collaborated with Ericsson Product and Support teams in Sweden & Romania to establish a working solution- Oversaw initial set-up and management of software and hardware support contracts totaling $5M+ annually; Responsible for ensuring adherence to all key performance indicators (KPI’s), acting as initial escalation point- Direct accountability for the management and resolution of all Network outages- Managed integration of Microsoft Mediaroom into the Ericsson support organization post acquisition- Handled all support contract related costs, certifying target margins were achieved; targets exceeded regularly- Coordinated and managed all customer National Network upgrades, expansions, and reconfigurations; Regularly surpassed Customer Satisfaction (CSAT) targets- Achieved full certification as an Ericsson Service Delivery Manager (SDM) via the Ericsson certification process Show less

Brampton & Mississauga, Ontario

CDMA Wireless Account Team Senior Member- Final role prior to move to Ericsson as part of Nortel CDMA acquisition- Customer prime for key Canadian and US Mobility customer base (Bell Mobility, TELUS, and US Cellular)- Managed all customer KPI’s, acting as initial escalation point for all customer issues and Network requirements- Executed Program and Project Management for Bell Network expansions, delivering $100M+ yearly growth- Successfully coordinated all Bell CDMA… Show more CDMA Wireless Account Team Senior Member- Final role prior to move to Ericsson as part of Nortel CDMA acquisition- Customer prime for key Canadian and US Mobility customer base (Bell Mobility, TELUS, and US Cellular)- Managed all customer KPI’s, acting as initial escalation point for all customer issues and Network requirements- Executed Program and Project Management for Bell Network expansions, delivering $100M+ yearly growth- Successfully coordinated all Bell CDMA National Network software upgrades across Canada- Program-managed EV-DO (2G Data) product validation, test, and successful rollout in the Bell National NetworkNew Product Introduction (1999 – 2001)- Service Delivery and Program Manager within the XA-Core program with all services delivered successfullyField Service Engineering (1995-1998) - Interim support team manager and technical support prime for Infostrada Italy based in Milan, Italy (1998)- Technical Support prime for Energis UK based in Maidenhead, England (1997)- Field Service Engineering prime for Bell Canada and independent Ontario Voice & Data Telcos (1995-1997) Show less

Bachelor'S Degree, Mechanical Engineering

Engineering Technology Diploma, Mechanical Engineering

General Science Program

General Science program - Math, Physics, Chemistry

Physical Sciences

Bachelor Of Engineering - Be, Mechanical Engineering