Riccardo Bua

Current

Senior Voice-IPCC Engineer at Cisco Systems

Past

Team Lead I & II at Cisco Systems Inc.
Customer Support Engineer III at Cisco Systems Inc.
System Architect / Consultant at Teorema Italy/ Microsoft

see less...

Education

Stanford University
University of Washington
Enaip Udine

Unindustria Formazione Treviso
Liceo Classico Francesco Petrarca

see less...

2 more...

Recommended

14 people have recommended Riccardo

Connections

384 connections

Industry

Information Technology and Services

Riccardo Bua’s Summary

- 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.

Riccardo Bua’s 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

Riccardo Bua’s Experience

Senior Voice-IPCC Engineer

Cisco Systems

(Public Company; 10,001 or more employees; CSCO; Telecommunications industry)

August 2007 — Present (1 year 3 months)

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.
Team Lead I & II

Cisco Systems Inc.

(Public Company; 10,001 or more employees; CSCO; Telecommunications industry)

June 2002 — August 2007 (5 years 3 months)

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.
Customer Support Engineer III

Cisco Systems Inc.

(Public Company; 10,001 or more employees; CSCO; Telecommunications industry)

February 2000 — June 2002 (2 years 5 months)

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.
System Architect / Consultant

Teorema Italy/ Microsoft

(Privately Held; 11-50 employees; Information Technology and Services industry)

April 1998 — February 2000 (1 year 11 months)

Supported the Beta testing for enterprises, service providers, PMI and public in Italy of Windows2000. 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.

Riccardo Bua’s Education

Stanford University

Project Management 2007 — 2011 (expected)

Activities and Societies:

Working towards a Stranford SCPM Certification
University of Washington

Master, Project Management, 2004 — 2007

Activities and Societies:

Completed the ESI track and obtained the Washington University Master in Project Management
Enaip Udine

Post Degree, IT & Operating Systems, 1998 — 1999
Unindustria Formazione Treviso

Post Degree, Web mastering, web comunication & Networking, 1997 — 1998
Liceo Classico Francesco Petrarca

Secondary, Human sciences, 1984 — 1989