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 across all Technology stacks (Incident, Event, Change, CMDB and Problem Management), Identity and Access.Achievements:• 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 budget by 30% through simplification and automation while maintaining KPIs.• 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 Sales demonstrating the IT deployments as a reference/case study.• 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 immediate response, Abandon Rate from 8% to 0%) while reducing Contact Center cost by 30%.• Migrated siloed Internal Contact Centers to leading edge Cloud CCaaS technology, delivering consistent Customer Experience.• Refocused IT to act as an infrastructure provider, accelerating the Services BU transformation to become a Cloud actor. Delivered integrated process and technology such as ServiceNow eBonding.• Led the standardization of the Change Control Process and Technology across emerging Cloud and Customer-facing Business Units, reducing service downtime and critical customer escalations.

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. Disaster Recovery. Achievements:• 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• Redesigned the Change Management process reducing administrative burden 3x (processing/approval time).• Architected CMDB integrations/discovery automating CI update tasks allowing to administer a 150k CI/125k relationship CMDB with a single CMDB manager.

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 in 2011.Achievements:(See the 'Publications' section on my profile to access the full project story as published on Baseline Magazine)• 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 to a staging DC (no-man’s land) where (2) the applications had to be cleansed by Nortel for scrubbing non-Avaya data (Avaya was not the only buyer of Nortel) and (3) a second migration from the Staging DC to the Avaya DC. The record-time (96 hours) move of the applications totaling 30TB of data through the entire process was achieved through a combination of complex technologies. The cut-over required the orchestration of 220+ resources from 11 companies to execute a 2,000+ task cut-over plan in less than 4 days.

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 increasing service availability, performance and flexibility through technology upgrades and standardization of most of the 400+ applications composing the Avaya IT landscape.Achievements:• 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

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 Operations Center. Reporting to the VP of IT Operations, I led a global team of 200+ internal and external IT professionals and managed an annual budget of $95M.Achievements:• 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.

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

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 (Singapore) and CALA (Miami) IT Helpdesk organizations.Achievements:• 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.

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+ associates. Ensure alignment between the IT organization and Avaya’s business model, through strong partnership with regional business leadersAchievements:• Upgraded the team through recruitment and training• Standardized services by leveraging economies of scale and eliminating redundancies• Established processes in IT Service Delivery

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 EMEA region.Achievements:• 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.

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

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

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