Hazem Morsy

Highly motivated and experienced subject matter expert and executive with extensive experience in defining and guiding information technology vision, strategy, and execution for major global organizations.

An effective subject matter expert, capable of transforming business needs into technological solutions, adding value through the focused application of suitable technology while engaging in large-scale IT project management.

A proven history of leading the development and launch of groundbreaking applications and platforms.

Builds and leads strong programs and projects grounded in innovation, meeting quality and performance standards.

Offers deep experience in Cloud and Mobile Computing, with specific focus in research and application. Directs organizations and groups in transformation initiatives to transition to cloud architecture.

Strong experience in building and transforming organizations into the digital cloud driving business efficiency, optimization and growth.

Visionary in incorporating technology and process intelligence driving products and service delivery with autonomous and self-service operating model.

Accomplished academics and research experience in the field of optimization theory, real-time computing and cloud data computation.

AVAYA INC., COPPELL, TX

(2014 TO PRESENT)

A demonstrated record of success and achievement at this multinational technology corporation that specializes in cloud communications and workstream collaboration solutions, marked by a series of promotions to positions of increased influence, authority, and accountability. Successful track record in leading multiple IT organizations to drive corporate standards, growth and automation.

2022 to Present: Chief Information Officer

Leads high-performing global and cross functional teams of 1500 employees and contractors to support, secure and transform Avaya to optimize and grow $3B in revenue. Leverages a winning combination of technical savvy and business-oriented strategic thinking to lead the digital transformation of the IT organization, resulting in a corporate-wide business transformation where IT is spearheading the change.

Executes the Corporate Digital Transformation Strategy to transform Avaya into a leading Cloud service delivery company driving growth and operating efficiencies.

Optimizes the operations of a technology service delivery organization with a budget of $200M and authority over global IT staff spanning five continents maintaining Corporate IT SLA’s and KPI’s standards.

Contributes to the success of sales and marketing efforts through technical expertise and industry knowledge, accelerating the adoption of subscription and cloud solutions sales, service delivery, management and customer experience.

Prepares, manages and presents IT transformation, compliance and audit updates to the leadership and board level reviews.

Enforces IT best practices across the organization delivering on annual cost reductions and cost savings targets of $12M by

leveraging improved efficiencies and automation.

Establishes Avaya’s global data centers for internal applications and external customer service hosting, including redundancy for disaster recovery and high availability (including Azure, IBM and Google Cloud Platform).

Drives an Agile, DevOps delivery process with combined and streamlined software development and IT operations.

Introduces RPA and machine learning automation to optimize service delivery, customer support and products

deployment.

Works partners, suppliers, vendors’ relations and service providers to operate and grow Avaya’s ability to provide new innovative solutions and best in class service engagement.

2016 to 2021: Vice President of Global IT & Digital Transformation

Led the Avaya technology and delivery stack across all business units with an annual budget of $63M and authority over more than 500 employees and contractors. Responsible for leading Avaya vision, strategy, and execution for all facets of digital transformation and global delivery impacting operations, sales, marketing, and services.

§  Orchestrates and executes digital transformation initiatives across all business units, revolutionizing processes, data, and technologies.

§  Spearheaded the migration of ERP and back office operations to S4/Hana using BRIM for cloud subscription rating engine and RAR for revenue management and recognition.

§  Transitioned all customer engagement portals to one Avaya Store, consolidating cloud subscriptions worldwide across multiple go to market channels to a single platform.

§  Innovated a single workflow model based on an integrated Salesforce and ServiceNow strategy that substantially improved customer care operations.

§  Achieved improved customer satisfaction by modernizing the customer service delivery model, which also led to additional account penetration revenue of $27M. Scaled the operations model to protect $300M in revenue each quarter.

§  Led initiatives to integrate Avaya solutions with Google and Microsoft platforms for the benefit of agents and customers, enabling an industry-standard API layer that integrated solutions using an Agile DevOps process.

§  Introduced automation and optimization solutions incorporating multiple technologies into a single orchestration layer to improve the effectiveness of sales leading to more than $80M in annual savings while enabling $270M in annual revenue.

§  Recognized with the Avaya Spirit Award by the CEO in 2018.

2014 to 2016: Senior Director Global IT Sales, Services & Cloud Delivery

Structured the IT development and support team while consolidating high cost outsourced services into an effective and efficient organization across a global team structure. This team provided support for sales, services, cloud, reporting and analytics systems. Using a combination of licensed software, Oracle, Salesforce, and J2EE, introduced a series of improvements that consolidated systems, automated processes, and enhanced consistency.

§  Delivered Single ordering Portal which replaced more than 21 portals with a single sales portal for all go to markets models.

§  Generated over $23M in labor, vendor, and software cost savings through improved touchless ordering and operations.

§  Enabled self-service customer engagement leading to a reduction in call center volume by 67%.

§  Generated $15M in annual savings while improving on-time renewals to 90% by moving global Renewals operations to a unified platform. Also simplified and automated the renewal process.

§  Launched Customer Profile Dashboard that aligned customer profiles with promotions and upsell opportunities. Additionally, personalized promotions for smart customer experience driven by customer data.

§  Recipient of CFO Quarterly Recognition for Team Leadership in 2017 and the CIO Excellence Award for Team Excellence.

VERIZON BUSINESS, RICHARDSON, TX (2007 TO 2012) Executive Director
After spending 9 years leading Verizon’s retail ordering, billing and operations for telecom and FIOS delivery, directed multiple ground breaking initiatives that transformed Verizon customer engagement and eCommerce sales. Subsequently, directed the integration and transformation of technologies associated with the acquisitions of GTE, Bell Atlantic, MCI and Worldcom by this Fortune Top 10 telecommunications company. Achievements included an accelerated release cadence from three releases annually to 18, as well as improvements in availability from 93% to 99.98%, and in touchless ordering from 17% to 67%.

SOUTHERN METHODIST UNIVERSITY

Ph.D. in Computer Science

Thesis: “Integrated Disaster Recovery Architecture (INDRA): On The Integration Of Smart Wireless Sensors Data Collection With Optimized Mobile Grid Scheduling”
Member, Upsilon Pi Epsilon (UPE) Honor Society

TEXAS A&M UNIVERSITY

Master of Science Degree in Computer Science

Alpha Chai National College Honor Society, Golden Key International Honor Society

THE AMERICAN UNIVERSITY IN CAIRO

Bachelor of Science Degree in Computer Science

KUWAIT UNIVERSITY SCHOOL OF ENGINEERING & PETROLEUM

Bachelor of Science Degree in Computer Engineering

Executive Leadership Training
Enterprise Integrated Solutions Course – Verizon Enterprise Strategic Offer and Bundle Designs – Verizon Enterprise

Executive Leadership Program, Center For Creative Learning (CCL) – Duke University The 7 Habits of Highly Effective Managers – Franklin Covey