Riccardo Bua

Riccardo Bua

Global UCC Technical Leader - Cisco Executive MBA

En formation chez HEC

Précédents : University Of Udine, Stanford University, The George Washington University, ENAIP, Unindustria Formazione, Liceo Classico Francesco Petrarca


En poste chez CISCO SYSTEMS



    En résumé

    - Broad knowledge, experience[+18Y] of customer interaction and collaboration, operations mgmt, Outsourcing contract ,products/services and strategy plan, service delivery team. - Analytical skills to lead Vision transformation in day ops with key metrics systems in a start up mode with shared responsibilities and daily challenges within a large global company. - End to end Infrastructure services delivered: built(Hire and recruit),marketed(SKUs,Service Definition, Sales Proposal),sold(Quote, Negotiate, SOWs),operated(CRM,EBCs/QBRs),improved /innovated(analysis,lean,skill gaps),billed(Budget) a Global service brand and financial model across theaters(USA-CAN-LATAM-EMEAR-APT) YoY growth of 70% and a pipeline for growth( Large infrastructure SP Enterprise projects). - Managed a Global CCIE team in multiple timezones and cultures with an inclusive environment(diversity) and ISO compliance( Standardization). - Broad range of tech expertise. Credibility and interpersonal skills to work with client staff at all levels. In-depths experience of support, business, operations, marketing, sales and finance in a multi-tasking mode: daily ICT Project, Program Process Management up to C Level engagement. - Proposed solution design,implementation,support expertise in a consulting/operational environment: front-end strategy, planning to supporting through implementation, operations and optimization, translating the Sales, marketing plans to a technical design. - Used to high pressure with SLAs(escalations). - Acquired and shared technical, industry, Cisco architectural perspective with customers, partners and matrix teams in public events, leveraging and/or creating best practices(public speaker). Specialties: UC,UCC, IPCC,Collaboration,Cisco,Microsoft(OS, SQL),Software, Cloud(SAAS, XAAS, HCS), Strategy, People(Team, Coach, Mentor),Project(PMI,PMP,PGMP, Agile),Processes(ITIL,DMAIC, Lean),Vendor,Partner,Voice,Application,Big Data,Network, Datacenters ,Leading edge technologies.


HEC, Jouy En Josas

Executive MBA, HEC

De janvier 2015 à aujourd'hui
FT Rank #1 Worldwide Executive Education 2014 Curriculum:Fundamentals of Leadership & Leadership in Context, Financial Accounting, Marketing, Managerial Economics, Corporate Finance, Operations Management, Information Systems, Business Strategy, Corporate Strategy, Strategy Implementation, Business ...
Lire la suite

Duty Manager


De août 2013 à aujourd'hui
* Serving as a point of escalation for the management and resolution of critical outages, business impacting scenarios(licensing, logistics, team coordination, customer escalation, service level requirements, etc.) * Owner of the management, communication strategy, contingency plan for ...
Lire la suite

Technical Team Leader


De août 2009 à aujourd'hui
* Supporting Top Fortune 500 on their mission critical Contact Center Solution * Account Management, Customer Executive Quarterly updates(QBRs) or Executive Business Center(EBCs) at C Level * Supervising a team of 15 engineers Worldwide and quoting/pricing their service contract ...
Lire la suite

EMEA Special Assignments Project Manager


De septembre 2010 à septembre 2011
CISCO SYSTEMS(Cisco), EMEA Special Assignments Project Manager(I-Count) ( Volunteering 12 months Part time rotational program(HR PMO) on defining Process/tools needed for employees to participate in cross-functional projects(career development / volunteering) ...
Lire la suite

Acting Technical Support Manager


De juillet 2010 à octobre 2010
* Managed a team of 9 engineers, started discussion for 3 contract renewals, 3 new customers prospected, reviewed the possibility for different new service offering and business models for some of our critical accounts with other Services groups(discussions around value creation, pricing, ...
Lire la suite

Stanford University, Stanford

Project Management Certification, Stanford University

De 2008 à 2011
Leadership for Strategic Execution The Strategic PMO: Projects to Enterprise Converting Strategy Into Action Managing Without Authority Leading Effective Teams Mastering the Project Portfolio

Competitive Intelligence Financial Analyst


De août 2009 à février 2010
Leadership Development Part time rotational program(High Potential nomination) * Reviewing companies as potential M&A Targets in the Collaboration space(special focus on Software as a Service) * Market research and competitive intelligence provider for the services business dev ...
Lire la suite

Senior Voice IPCC Engineer


De août 2007 à août 2009
* Supporting Top Fortune 500 critical IPCC deployment on their Contact Center Technologies * Solutions Operation Support group. Acting as a Worldwide SME on Contact Center Technologies (design and implementation scenarios). * Rewarded for the support in deploying and ...
Lire la suite

Senior High Touch Technical Engineer

Chez Cisco Systems Inc.

De 2007 à 2008
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 ...
Lire la suite

Assistance Center Team Lead


De mars 2000 à août 2007
* Managing a 8 engineer team supporting eleven thousands customer installations worldwide(multitasking) * Quality management processes, team readiness to support new products/solutions(ISO coordinator and group coach/mentor to new hires) * Interviewer for over 100 candidates (job ...
Lire la suite

Technical Team Lead

Chez Cisco Systems Inc.

De 2002 à 2007
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

Chez Cisco Systems Inc.

De 2000 à 2002
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 ...
Lire la suite

System Integrator & Consultant


De mai 1999 à mars 2000
* Newsmaster for Microsoft in beta testing Windows2000 Professional and Server Edition(Q&A, technical support and Marketing activities with Microsoft brand) ; * Network & System Engineer

Web Master & CGI Programmer


De janvier 1999 à avril 1999
* Programming CGI(Perl) & ASP ; * Administered a web farm based on Sun(Unix)/Microsoft web technologies and services

ENAIP, Grugliasco

IT, Network Administration and Operating Systems, ENAIP

De 1998 à 1999

Unindustria Formazione, Treviso

Web mastering, web comunication & Networking, Unindustria Formazione

De 1997 à 1998


  • Agile
  • Bigdata
  • Business Development
  • Business models
  • Business Strategy Consulting
  • Callcenter
  • Change Management
  • Cisco
  • Voir toutes les compétences (41)

Langues parlées

  • italien
  • français
  • espagnol
  • anglais
  • allemand