florian Allkanjari

** ****** ****

Richmond Hill, Ontario, L4S 2K8

Tel: 905-***-****

Cell: 416-***-****

Email: acgu2a@r.postjobfree.com

CAREER OBJECTIVE

Decisive, action-oriented and results-focused professional offering 10+

years of experience in telecommunication industry. Offer outstanding

talents in resource loading (recruiting/staffing), resource leveling

(sharing resources), team building, team consensus, budget management,

developing project scope (budget, timelines and delivery dates), customer

relationships, cost avoidance continuous design improvements and conducting

status meetings and customer reviews.

ABILITIES/SKILLS

Platforms: Unix SCO/Tru64, UnixWare, SUSE Linux Enterprise 11, Java,

Windows 2000/2003/2008/2010/XP,

Applications/Protocols: Exchange, FTP, SS7, SIP, VoIP, DNS, TCP/IP,

Ethernet, SNMP, SAP, Citrix, Informix (SQL

Databases), MySQL, Workforce Management, Remedy,

Clear Quest, Jira, WebEx; Identify AppSight, Use

Cases; IVR; Contact Center, PBX, ACD, PSTN, UC,

CT\CTI, CRM, VMWare, Cluster, High Availability,

Cloud

Office Productivity: MS Office 2000; MS Project; Excel; Word

EDUCATION

2013 CTE Solutions

SUSE Linux Enterprise 11 Administration

2012 Pink Elephant

ITIL V3 Foundation

2005 Academy of Learning

Project Management Courses

2004 Learning Tree International

Windows 2003 Certificate

2002 Blue Pumpkin Training Center (California)

Software Integration, Workforce Management

1999 - 2000 Success Business College

Network Operating System Engineer/

PC Specialist Diploma

1991 - 1996 Albanian State University

Bachelor Degree in Mechanical Engineering

Business Management

PROFESSIONAL BACKGROUND

Oct, 2013 - Present UNIFY Inc. (Formerly SEN)

Manager, Global Vendor Support

. Managing worldwide support & sustaining for Contact Center suite

applications and the new upcoming product Ansible (SaaS Software)

. Primary contact for all customer \ sales escalations (7/24)

. Manage the release of Hot Fixes to the global market

. Instrumental in integration and support of new product lines (Campaign

Director, HiCorder)

. Working closely with customers, development and product management

team to identify and prioritize bugs, change requests and new product

futures reported on monthly bases

. Implemented SLA's and product measurement to better handle problem

resolution across different applications

. Provides advanced technical support for the Open Scape Contact Center

suite of products for both worldwide customers and solution teams

. Manage the technical relationship with 3rd party partners (i.e. IBM,

Verint, ASC Telecom, Interalia, Teleopti, SAP)

. Chair different meetings with development, product management and

vendors on daily \ weekly bases.

. Key participant in the management daily call for SEV 1 customer issues

across all applications and Key Customer Review call with the

executive team.

Dec, 2004 - Sep, 2013 Siemens Enterprise Networks

Manager, Global Vendor Support

. Managing worldwide support & sustaining for Contact Center suite

. Participate in the management daily call for SEV 1 customer issues

across all applications

. Primary contact for all customer escalations

. Instrumental in integration and support of new product lines (Campaign

Director, HiCorder)

. Working closely with the product test, product sustaining team and

product marketing team to identify and prioritize bugs, change

requests and new product futures reported on monthly bases

. Manage the release of Hot Fixes to the global market

. Implemented SLA's and product measurement to better handle problem

resolution across different applications

. Participate and provide feedback to the executive team on the weekly

Key Customer Review meeting

. Manage the technical relationship with 3rd party partners (i.e. IBM,

Verint, ASC Telecom, Interalia, Teleopti, SAP)

Mar, 2002 - Nov, 2004 Siemens Enterprise Networks

Team Lead, Global Vendor Support

Siemens is one of the leading players in eCRM (Contact Center) products

around the world. They have been providing eCRM solutions for over 10

years. Our solutions drive first - contact resolution and improve agent

flexibility. As part of the Solution team, I am responsible for the

following duties:

. Providing technical leadership to the GVS team for Contact Center

suite including budget control, production timetable, status

reporting, client\team coordination, application support and quality

assurance.

. Lead of the GVS team, providing 7/24 support and consistently meeting

99.999% availability targets.

. Technical lead for a successful complex migration project for new and

existing Contact Center implementation involving software upgrades,

changes to the hardware and telecommunication platforms

. Some of the key projects include Government of Pensilvania (CoPA),

Computer Associates, Lufthansa, Henry Ford Health System, Fiat

. Provides advanced technical support for the Open Scape Contact Center

suite of products for both worldwide customers and solution teams

. Additional responsibilities include product testing and on-site

customer support.

Oct, 2000 - Oct, 2001 Synamics Inc.

Professional Services Consultant

Synamics develops enhanced service application systems and software for

telecommunication service providers in United States, UK and Canada. The

system is PC based and runs on SCO Open server 5 with telecommunications

technology from Dialogic. I was part of Professional Services Team that

was responsible for the following duties:

. Providing technical design support for post production customer system

problems and custom requests (IVR systems, Directory Assistance Call

Completion, Hot Conferencing, Dialogic API), hands on Unix Shell and C.

. Help customers with design implementation and necessary training

. Analyzing software and hardware requirements to determine the best

solution for post production customer problems within time and cost

constraints.

. Providing on-site pre/post technical support including software and

hardware installation and operation familiarization (SCO Open Server5,

Dialogic System).

. Monitoring and maintaining the IVR system and also developing small

application on APGEN.

. Testing new programs for bugs and documenting them for programmer's

correction.

. Reporting customers' feedback to Product Management on software

weaknesses and strengths.

. Diagnosing causes of system failures and malfunctions to ensure highest

operation efficiencies, reliability and quality performance

standards.Assisting in the implementing of new office procedures and

project scheduling priority system.

March, 1998 - August, 1999 Alcatel Corporation

Business\Project Analyst

Managed multiple projects from concept to manufacturing launch. Project

management - scope negotiation, scheduling, resource management, project

portfolio development and maintenance, risk identification and mitigation,

quality assurance, status tracking and reporting. Spearheaded several

complex telecommunication system design projects with particular emphasis

on design activities. Key activities entail development and management of

budgets, hiring and training staff, interfacing with staff and clients

during project cycle and meeting project milestones and delivery dates.

. Key player in development and implementation of the new 30KL public

network procedures. Participate in 30KL department audits. Department

completed 5 audits with no non-compliance issues found.

. Modified time line for program planning period from 5 to 6 weeks in order

to include Project Initiation Phase, freeing up time to meet with

marketing team and gain better understanding of program's importance to

the business.

. Created team building activities that included focus group meetings,

newsletters, and program summaries, increasing staff involvement in

program development and implementation process.

. Created and implemented design procedures that increased efficiency,

accelerated customer satisfaction and slashed error rate.

. Managed the implementation of quarterly software releases, project budget

$500K to $750K and a team size of 7.

. Convinced management to sponsor training and career development seminars

for staff.

. Lead the project team in the capacity as the Iteration Manager.

Implemented development methodology - standards, policies and release

management.

May, 1996 - Feb, 1998 Alcatel Corporation

Field Application Engineer

. Successfully recruited and trained personnel resulting in the departments

increased productivity and technical competence.

. Maintained a 30kl network for public telephones. It was accomplished

through a DDF center to subscribers and liaison with Alcatel.

. Implemented of new digital platform using SCO Unix and Shell, TCP/IP,

SS7.

. Established world-wide training workshops for internal engineers on

communications and team building.

. Wrote training material. Conducted formal training classes on overall

system maintenance and operations.

. Supervised and coordinated all field engineer functions (fiber optic).

. Provided ongoing collaboration and liaison with project supervisors and

sub-contractors.

INTERESTS

Literature, Sports

REFERENCES

Available Upon Request

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