Riccardo Bua

Current

Technical Lead 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

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Education

Stanford University
University of Washington
Enaip Udine

Unindustria Formazione Treviso
Liceo Classico Francesco Petrarca
Università degli Studi di Trieste

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3 more...

Recommended

14 people have recommended Riccardo

Connections

470 connections

Industry

Information Technology and Services

Riccardo Bua’s Summary

-Voice/application/data/network architecture, and contact center architecture(applications, middleware, networking, operations and security)

- 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)

Used to high pressure environment, managed escalations and provided always the required SLAs to all our customers, in a "never drop the ball" spirit.

-A high degree of successful executive-level solution implementation expertise in a consulting/operational environment.

-A very broad range of technical expertise combined with a depth of knowledge in several specific industries and/or solution areas

- Project Manager for a wide variety of business applications/processes team related activities.

Influenced and advised the engagement team and senior customer executives. From the front-end strategy and planning ensured the quality of enterprise technical architecture and support through all phases of implementation, operations and optimisation, bridging the Sales focused team to the technical side. Supported engagement leadership by remaining focused on the big picture technical implementation, the solution purpose, and client implications.

Main goal has always been to assist in achieving operational excellence.

Responsible for researching and documenting customer requirements based on defined services and/or applications.

Acquired and shared technical, industry, and Cisco architectural perspective and knowledge with the customer community, partner community and within Cisco. Am responsible for leveraging and generating applicable best practices white papers.

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 expert, Quality, People, Process, Project Management, [CISCO, IPCC, Windows, SS7, MGCP, ISDN, MS SQL, Oracle, CRM, CTI, Java, Voice Gateways, Gatekeeper, Voice over ip]
- Change agent/architect for a client environment, used to vendor/partner selection and strategy work
-Good business judgment, open communication style, work in a global team.
-Team leadership coupled with hands-on, high energy, can-do, highly collaborative style, always shift between theoretical and pragmatic

Riccardo Bua’s Experience

Technical Lead Voice-IPCC Engineer

Cisco Systems

(Public Company; CSCO; Computer Networking industry)

August 2007 — Present (2 years)

Solution support Technical Engineer for the Call Center Environment of AT&T, Sprint/Nextel, Cable and Wireless, Comcast, Cox, Verizon IT, Mobily, Zain, Accenture and USAA. 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. Improving the focus on solution needs with the Engineering Groups in our Unified Communication and Contact Center Products.
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
Università degli Studi di Trieste