Manager, Global Vendor Support
Resume:
florian Allkanjari
Richmond Hill, Ontario, L4S 2K8
Tel: 905-***-****
Cell: 416-***-****
Email: *********@*****.**
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
Contact this candidate