14 contacts
- Supported Application Developer on several programming languages(Software validation, QA, Software troubleshooting) and interfaces(Web services and/or Operating systems)
- Database Administrator
- Software support Microsoft
Daily worked for 8 years in a high pressure environment on critical call center applications used by service providers and enterprise customers(Fortune 500) on leading edge solutions. Managed escalations and provided always the required SLAs to all our customers, in a "never drop the ball" spirit.
- Project Manager for a wide variety of business applications/processes team related activities.
Particularly interested in client/server applications and Internet/Voice interconnections and CRM activities or IP Contact Center(Cisco IPCC) - CRM.
Always interested in improving my people and leadership skills, still staying technical and keeping my focus in processes(DMAIC), services(ITIL) and project(PMI-PMP) practices.
Specialties:
Call Center Industry expert, People Management, Project Management, Process-Quality, Application Specialist[CISCO IPCC, Windows, Applications, SS7, MGCP, ISDN-Q931, MS SQL, Oracle, CRM, CTI, Java, Voice Gateways, Gatekeeper, Call Manager], Technical Support
Currently
Solution support Technical Engineer for the Call Center Environment of Sprint/Nextel, Cable and Wireless, Comcast, Cox and Verizon IT. Part of the global partner/sales escalation design support team(TS-SXN/PDI) providing design assistance and consultancy services to a large base of certified partners and sales teams on Voice & Contact Center Solutions. Working as a technical escalation point in a matrix environment connected in a multinational team to the sales, marketing and customer services organisation.
Riccardo Bua
Senior High Touch Technical Engineer, Cisco Systems Inc.
Brussels, Belgium
Riccardo Bua |
Schools attended |
Stanford University (Studying towards the SCPM) |
GWU SBPM (School of Business & Public Management)(ESI-PMI track) |
Since 2007: Cisco Systems Inc. | 1 reference |
Senior High Touch Technical Engineer
| |
Solution support Technical Engineer for the Call Center Environment of Sprint/Nextel, Cable and Wireless, Comcast, Cox and Verizon IT. Part of the global partner/sales escalation design support team(TS-SXN/PDI) providing design assistance and consultancy services to a large base of certified partners and sales teams on Voice & Contact Center Solutions. Working as a technical escalation point in a matrix environment connected in a multinational team to the sales, marketing and customer services organisation. | |
Sector: High Tech |
Since 2002: Cisco Systems Inc. |
Technical Team Lead
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Team lead responsabilities for a seven engineers team, achieved operational excellence in all the KPI. Mentored, coached and provided technical escalations to peers, worked with other matrixed organisations as a SME | |
Sector: Telecom - Internet Products and Services |
Since 2000: Cisco Systems Inc. |
Customer Support Engineer
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Started the local Contact Center TAC Support Group in Brussels in 2000 following Cisco acquisition of Geotel. Focal Engineer for TIM/BT/Energis/AT&T Unisource and CWC I moved quickly and got promoted to a senior role. Worked on biggest and newest solution in the ICM/IPCC Arena providing assistance to customer and detailed reports to Engineering and Product Manarketing on possible software improvements. | |
Sector: Telecom - Internet Products and Services |
1988 - 2000 : Teorema |
System Architect/Consultant
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Supported the Beta testing for enterprises, service providers, PMI and public in Italy of Windows2000. Body rented/Outsourced to Microsoft I provided on my own Q&A/Technical support and Consulting. Deployed large e-mail, database systems and two/three tiers applications based on MS technology. | |
Sector: Software publishers |
Interests |
Chess, Internet, web culture, web 2.0, ballroom dancing, argentinian tango |
