Richard Leong Email & Phone Number

Miami, Florida, Us

Cupertino, California, Us

Cork, Ie

Palo Alto, Ca, Us

Reporting to VMware's SVP and CIO - I was responsible for leading VMware's employee experience and Future of Work strategy. Led an organization of >500 team members responsible for Collaboration and Productivity, IT User Experience and Design, Change Management and Enablement, Technology support (in person and remote), Client Engineering, Emerging Technologies and IT PMO.Also served as IT executive leader for VMware's Future of Work program. In addition served as executive partner to our internal global communications, Real-estate and workplace organizations.

Palo Alto, Ca, Us

- Leading a global organization focused on enabling VMware's distributed workforce and creating new and delightful technology experience. - Global organization consists of: Unified Communications and Collaboration, Global AV Workplace Technology, Emerging Technologies, UI/UX and Service Delivery teams to enable and support over 40,000 internal colleagues- Responsible for colleague support Globally ensuring a delightful support experience- Responsible for Technology Experience team which sole purpose is to ensure all colleagues have a positive and productive technology experience

Emeryville, Ca, Us

Santa Clara, California, Us

Sunnyvale, Ca, Us

• Responsible for IT Service Management organization focused on UCC (Unified Communications and Collaboration), Access and Control and Client Technology Engineering.• Leading a team of service owners and engineers focused on engineering, delivery and advanced support. We are responsible for enabling all employees to be as productive as possible, providing the best end user experience while building secure and sustainable services• Responsible for leading company-wide transformation of how employees communicate and collaborate ensuring a positive end user experience.• Established formal service models delivering critical technology as a service (Voice, Contact Center, Video Conferencing, AV, Messaging, Collaboration, Active Directory, Remote Access)• Responsible for managing strategic partnerships with key service providers• Participated in UCC strategy discussions in panels, forums, customers meetings

Sunnyvale, Ca, Us

• Responsible for developing the Unified Communications and Collaboration Strategy. Develop team structure, establish service management structure to support engineering, delivery and Tier 3 support of all communications and collaboration solutions.• Establish global AV / Event services support model• Developing policies, processes and procedures for successful development, delivery and support of UCC services worldwide.

New York, Ny, Us

• Responsible for End User Services (Desktop support, Helpdesk, Multimedia support) across Asia-Pacific region totaling 9 remote offices and team consisting of 22 F/T employees and 6 F/T contractors. • Lead focused service improvement initiatives to improve end user experience• Responsible for the development of a Client Service Management program in region utilizing Deskside support staff as CSMs to the business units and remote offices. CSM’s are responsible for overseeing the business unit’s satisfaction on projects, gather feedback on a regular basis to highlight potential shortcomings and proactively addressing any outstanding technology needs.• Managing of budgets, including tracking, monthly-quarterly reports and creation and management of special project budgets. • Development of future support solutions including staffing, organization, providing user hardware and forecasting a budget for all.• Development of Global Technology dashboards, metrics and analysis• Responsible for the vendor management on hardware and staffing contracts

New York, Ny, Us

• Responsible for global projects and engineering in the Multimedia services portfolio: Video Conferencing, Audio Conferencing, Web Conference, Operations support.• Responsible for Operation support teams in Americas and Asia-Pacific for daily video conference support, meeting room support and backend infrastructure support. • Lead extensive service maturity and service utilization resulting in:o Over 450 + Audio and Video integrated rooms o Over 350 + Tandberg, Polycom, Lifesize endpointso Over 300,000 minutes of video conferencing per month o Over 9,000 video conference calls per month• Blackrock's desktop video service• All firm wide event production and training sessions• Championed new technologies and operating models that promoted remote supportability of conference rooms, and centralization of video conference and presentation support functions.• Lead the design, implementation and support of all Video infrastructure, AV integrated rooms and endpoints globally• Responsible for developing a global support model for audio and video conferencing, developing processes, procedures and service level agreements• Drove adoption of video conferencing within the firm by partnering with the business units to understand communication challenges and requirements.• Responsible for all Global event management. Acted as liaison with facilities and corporate communication heads to plan and support Firmwide Video Broadcasts.• Responsible for understanding Video and Conference room usage and challenges to define road maps for technology design• Review and validate operational metrics for usage, incident and requests• Responsible for Tier 2 and 3 support for all Video Infrastructure and endpoints

• Lead key initiative to migrate global voice systems to IP based Avaya platforms• Lead several automation initiatives to simplify voice service requests• Established official pilot program for video conference room beta testing and desktop video testing to the end user community. Developed selection process, met with key business stakeholders, and established a feedback forum.• Heading RFP, cost analysis of audio conferencing solution (Internal bridge vs external service provider). • Lead implementation of internal Avaya Meeting Exchange system

• Develop strategic vision, sales goals and marketing strategies • Performed Market Analysis, implemented new GTM programs to bring company to 3 years of profitability.• Develop sales department and off-shore operations • Establish company culture • Review financial analysis and road map to investors• Managed 50 employees (sales, marketing, operations)

Us

• Responsible for the worldwide voice infrastructure, including design, deployment and maintenance of all Avaya Definity PBXs, VOIP systems, Avaya Communications Manager, Call Management and voicemails systems• Responsible for automatic call distribution systems, vectoring, and PBX integration (worldwide)• Manage and own planning, coordination and oversee the execution of all worldwide IT initiatives, installations, upgrades and maintenance• Primary contact for setting up daily video conference calls• Provided level 1 and 2 support for video infrastructure and endpoints • Provide business analysis and design tasks to create robust and scalable solutions that meet business objectives/goals• Manage schedules and deliverables for all elements necessary for program roll-outs and major IT infrastructure upgrades• Execute and drive project success through the fulfillment of requirements, implementation and meeting success metrics• Interact closely with various business stakeholders and units to define program strategy and initiatives • Coordinate billing process for North American services including creation and audit of specialized reports. While providing analysis of vendor invoices and provide recommendations to better enhance billing process • Research and rectify client billing disputes, including authorizing credits and adjustments• Manage multiple vendor relationships and provide contract negotiations• Provide monthly savings analysis and department budgeting• Provision mobile email device programs (Blackberry and Good Technologies)• Provision cellular phone and calling card programs• Manage all remote residential employee services• Analyze and document all workflow and logical support processes for Corporate Helpdesk and Desktop environments• Review and validate operational metrics for Help Desk processes• Identify internal problems to help develop and administrate end-user training and support processes

Certificate In Information Systems And Technology Project Management

Education record