Pierre Colin Email & Phone Number

Nivelles, WAL, BE

Bruxelles, BE

Morristown, New Jersey, US

• Responsibilities:Direct report to CIO. R&D Customer Alpha program. IT Customer Support (ServiceDesk/Local Support). Contact Center, ITSM, Monitoring, Job Scheduling and Big Data Technology DevOps. Global Operations.
• Managed a cross-functional team of 140+ (US, India, Argentina and Eastern Europe) to empower Global IT with Operational process and technology, leading to system availability improvement (from 3 to 4 9’s). Optimized.
• Spearheaded the IT and R&D Customer Alpha partnership program which showcased our new products to all associates, delivered 200+ early bug-fixes, product enhancements and Cloud Operations best practices. Supported.
• Conceptualized and Architected Avaya’s OneCare support portal which allowed eliminating a collection of BU-centric web sites, simplifying and greatly improving Avaya’s Customer Support Experience.
• Designed and Implemented AI/Digital Agents delivering multi-channel transactional Lead Generation and Customer Support, augmenting Contact Center capabilities, improving service levels (Speed to Answer from 3 mins to.
• Migrated siloed Internal Contact Centers to leading edge Cloud CCaaS technology, delivering consistent Customer Experience.

Morristown, New Jersey, US

• Responsibilities:40+ Headcount globally. Service Delivery/Service Support Processes and Technology across all layers (Apps, Infrastructure & Network). Global IT Operations Center. Monitoring & ITSM. Job Scheduling..
• Migrated 140 Applications out of the Boulder (IBM) Data Center yielding $2M+ in annual savings brought through Insourcing
• Implemented a lightweight PMO solution simplifying/automating Project Management and providing actionable reporting.
• Upgraded the IT Operations Center to a resolution agent allowing to decrease MTTR by 20% for Global IT
• Revamped the obsolete Disaster Recovery practice reducing RTO from 120+ to 48 hours
• Automated the fulfillment of Catalog Items freeing up 7 FTEs in 6 months

Morristown, New Jersey, US

• Responsibilities:Technical Architecture and Execution of the migration of 60+ Applications from Nortel Networks that was acquired by Avaya. The migration project approaching $50M was among the company’s top 3 projects.
• Migrated 15+ Internet Facing and Revenue generating Applications in less than 4 months
• Executed the migration of 47 highly interfaced Applications including several SAP systems, from Nortel to Avaya. The migration consisted into 3 steps: (1) Migrating the applications from 5 Nortel DCs around the Globe.

Morristown, New Jersey, US

• Responsibilities:Streamline Avaya’s data center landscape, consolidating 70+ data centers down to 4 over a 2-year period. This strategic project allowed decreasing the IT Operations annual spend by $10M while.
• Designed and built-out Avaya’s largest and most critical data center introducing a host of new technologies such as server virtualization, backup to disk, WAN acceleration, vMotion, 10Gbps Networks.
• 4 largest legacy data centers hosting 500 servers and 220 applications migrated in 9 months
• 15 mid-size Data Centers closed in 9 months

Morristown, New Jersey, US

• Responsibilities:Computing Services (1,500 Servers, 350TB Storage, 600+ DBs, 8 SAPs), End-user Computing Services (24k End-Users), Helpdesk Services (24KTickets/Month), Field Services (200 Sites) and the Global.
• Reduced the IT Infrastructure budget by $19M (20%)
• Established a Global Operations Center allowing to move the IT Operations Group out of the reactive space.
• Integrated various IT functions following a major Acquisition (5,000 Associates).
• Renegotiated $30M outsourcing Contract with IBM bringing $4.5M savings.
• Transformed the organization. Consolidated model running with 11 Managers down to 7. Reduced headcount by 25%. Motivated the team by establishing the proper recognition, communication and objective setting forums/media.

Morristown, New Jersey, US

• Responsibilities:Definition and Continuous Improvement of IT delivery processes.Achievements:
• Merged the International (Non-US) Helpdesk organization with the US (IBM) Helpdesk Service Model yielding $500K in Savings.
• Defined and documented IT Service Delivery Processes for Avaya
• Developed a Service Catalog allowing positioning the Avaya IT organization as a Service Provider enabling business
• Designed and Deployed an IT ‘Self-Service’ Web Site leveraging a powerful Workflow Engine, bringing Helpdesk call volume and cost down by 35% and increasing Customer Satisfaction

Morristown, New Jersey, US

• Responsibilities:Implementation of a centralized IT Helpdesk delivering first and second line support to Avaya EMEA associates (3,500) in seven languages. My responsibilities were later expanded to supervise the APAC.
• Recruited team (18) from ground up and trained Staff following the ITIL Framework
• Implemented a virtual Call Center showcasing Avaya IP/Call Center allowing CSRs to be located anywhere.
• Decommissioned legacy and disparate local IT teams, reducing 35% of the Avaya EMEA IT Task Force.

Morristown, New Jersey, US

• Responsibilities:IT Services Delivery in Western Europe (21 sites spread across the Nordics, The Netherlands, Belgium, France, Spain, Portugal and Italy). Management of the team (27) providing services to 1,300+.
• Upgraded the team through recruitment and training
• Standardized services by leveraging economies of scale and eliminating redundancies
• Established processes in IT Service Delivery

Espoo, Southern Finland, FI

• Responsibilities:Manage the EMEA IT operations Center overseeing all IT Components (Servers, DBs, Applications, Network). Lead the team (5) monitoring, managing and troubleshooting Lucent’s IT Infrastructure in the.
• Designed, built and launched the IT Infrastructure Operations Center based at the Waterloo European IT Headquarters.
• As the EMEA center was recognized as a success, I was asked to implement similar Operations Centers in Singapore for covering the APAC region as well as in Florida for the CALA region.

Espoo, Southern Finland, FI

• Responsibilities:Manage the Lucent Enterprise Networking product portfolio from a marketing/market management perspective. Responsible for Technical Support and Training to the EMEA based Sales Engineers.Achievements:
• Designed and built Electronic and Paper Component Guide
• Organized and held monthly one week training sessions for Networking Products Resellers
• Organized/Participated tradeshows and Customer Demos
• Delivered Product Presentations in various Technical Events/Fairs

Dallas, TX, US

• Responsibilities: Provide AT&T’s Account Executives and Channel Partners with Pre/Post Sales Technical Support for Cabling, Wireless and Networking Products throughout the EMEA region.Achievements:
• Held Tradeshows in all major cities in Europe, Middle-East and Africas.
• Customer demos, Responses to RFPs and Site Certifications
• Site troubleshooting/maintenance

Baar, ZG, CH

Developed miscellaneous communication software interacting with Nortel’s Meridian PBXs. ASCOM is the exclusive reseller in Belgium/Luxembourg for Nortel Products.

Civil Engineering, Telecommunications

Education record