Manager Service

** ***** ** ********** ********* superior service to Telecommunications customers, knowledge and skills:

Business Development Strategies (Development, Continuity, Innovation, Process Improvements & Opportunities)

Business Relationship Management (Partnerships, Negotiations, Operations Management & Networking)

Customer Management & Satisfaction (Recovery Leadership, Escalations, Outage Management & RCAs)

Service Delivery Management & SLAs

Operational Excellence (Management Consulting, Optimizations, Team Engagement and Transformation)

Program Management (Acquisition Integrations, HW Installations/Relocations, SW Releases/Deployments & Trainings)

Global Programs (Rollout (delivery of the new systems to the customers) & Sales (remote usage of systems)

Analytics (Finance/Business (Budgeting & Forecasts) & Service Performance)

Procurement (Supplier, Asset & Quality Management)

Trilingual: Fluent in English, French and Greek

PROFESSIONAL EXPERIENCE

2014- Oct 2016 Senior ICT Operations Manager & Service Delivery Manager II Ericsson Montreal

Supported assigned Service Delivery operations across the delivery units and towards specific user groups

Led overall IT Strategy & Operations/Partnership for local, global & Gov’t mandates (BUS Units & Gov’t PRJ)

Interfaced daily with customers to validate, initiate new investments and acquired new business

Chaired weekly customer management meetings and quarterly business reviews (managed OPEX/CAPEX)

Processed Scope Change requests/Assignments (relocation), ensured actuals are within the forecasts/frames

Proactively/promptly followed-up and resolved all last minute Customer urgencies, avoiding escalations, RCAs

Drove initiatives/optimizations/improvement plans and ensured successful execution for customer satisfaction

Actively promoted cost reduction alternatives, delivered high quality ICT services with my (PMs and engineers)

Cost saving strategies, reduced new investments via re-utilization of released/surplus-ed HW, etc.

Participated in Project Steering Groups / Governance with Product Development Units

Ensured exceptional delivery precision for business/operations excellence

Received stellar results (achieved stretch for KPIs) for Customer Satisfaction performance

Held global responsibilities toward cross organization Alignments for Global Ericsson sites

2007-2014 Senior ICT Customer Manager & Program Manager Ericsson Montreal

Customer Manager

Analyzed Customer Test Environment requirements, Delivered the service packages as per SLAs (~25M CAD)

Led overall TE Strategy & Operations/Partnership for local, global & Gov’t mandates (BUS Units & Gov’t PRJ)

Chaired weekly customer management meetings and quarterly business reviews

Actively promoted cost reduction alternatives, ensured execution of improvement plans, global innovation tool

Received exceptional feedback, recognitions and high Customer Satisfaction

Program Manager – Acquisition Integration / Transfer projects

Updated/upgraded Customer Networks and optimizing lab space

Planned and managed technical teams for Nortel acquisitions MSS (~1.3M CAD), MGW, VSOS

Led multiple transfer projects of CDMA test equipment to USA, Sweden and China

Project Manager – Global Test Environment Centre (GTEC)

Built trust, strong customer relationships, generated new business and improved Customer Satisfaction

Implemented processes, reduced project delivery time, improved team communication and WoW

Interviewed, selected, coached, supervised team and COOP students, cultivated positive teams

Increased local business sales

2006 ICT Asset Manager & Service Delivery Manager I Ericsson Montreal

Service Delivery Manager

Delivered Test Environment and Support services as per customers’ requirements, managed customer expectations securing customer satisfaction. Migrated customers to new global booking/forecasting system

Developed, coached, re-organized and led the Service Delivery team to maximize efficiency

Generated innovative ideas, improved internal tools to reduce workload enabling operational excellence

Asset Manager

Optimized the use of Test Environment (TE) assets throughout their life-cycle phases

Handled Asset Investment, Asset Registration & Definition (CAPEX/EXP) within the HW Investment process & SW License Models, in a multi-sourced IT environment

Established/managed FCSTs (OPEX) according to approved plans, defined rates according to pricing model

Created, implemented Utilization MGMT & Surplus MGMT, equipment sharing initiatives & submitted financials

Managed requests for equipment trials, loans and transfers through strategic coordination

Led periodic inventory audits, created new processes and procedures to improve accuracy

Influenced the selection/transition process of assets to be introduced to the lab infrastructure

Assisted Supply MGMT (developed, negotiated, sourcing strategies, project proposals, service procurement)

Built relationships/trust with the local & global Ericsson asset management network

2003-2005 Project Lead & Release Manager Ericsson Montreal

Planned and coordinated daily activities for CDMA BSC Maintenance projects

Effectively implemented change (drove improvements) to process, driving Operational Excellence

Established PRJ plan for the first CDMA BSC FCO, executed the implementation ~$80K USD below budget

Created DOCs, bulletins, detailed Implementation Instructions for software deployment to customer sites

2003 Project & Team Leader @Short Term Assignment Ericsson Shanghai

Led and managed TNS team transfer to China (Successfully installed, commissioned, and configured the equipment. Integrated the NIFS Team. Performed the first CDMA call demo.)

Aug 1996 -2003 System Integration Engineer & Team Leader Ericsson Montreal

TL for the Network Integration FOA & Support group (Data Transcript, Test CM, Test Network Support)

Developed/nurtured a healthy team dynamic, built trust to bring team closer together and increased spirit/drive/motivation/performance

Spearheaded many cost-savings initiative which saved "hundreds of thousands"

Implemented a new CDMA system for Mexico, Washington and a Prepaid Calling System for Jamaica

PROFESSIONAL COURSES

Received many certifications yearly from successfully achieving Ericsson Web Based Learning Courses, in addition:

In progress Project Management Professional (PMP) Certification PMI Inc. Montreal

2013 ITIL Foundation Certificate in IT Service Management PEOPLECERT Montreal

2012 Customer Service Skills, Building Lasting Partnerships Carver Institute Inc. Montreal

2009 Intensive PMP Preparation Seminar PMI Inc. Montreal

2007 Accounting and Finance for the non-financial Manager McGill Int’l Executive Institute Montreal

2006 Project Management McGill Int’l Executive Institute Montreal

2005 Negotiation Skills Maracon & Associates Int’l Montreal

2005 Influencing Skills Maracon & Associates Int’l Montreal

2004 Apollo Root Cause Analysis Apollo Associated Services Ltd. Montreal

2004 Effective Teamwork Ericsson Education Center Montreal

2004 Creative Thinking & Innovation Mindrange (The Institute for Thinking Dev) Montreal

2003 Cultural Navigator & Awareness Ericsson Education Center Montreal

2002 Situational Leadership Blanchard Training and Development Inc. Montreal

EDUCATION

1992-1996 Bachelor of Electrical Engineering (Telecommunications) Concordia University Montreal

1990-1992 Diploma of Collegial Studies (Pure & Applied Sciences) Vanier College Montreal

Graduated with Honors

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