Andre Badra

●I lead critical major incident resolution by coordinating cross-functional teams to minimize downtime and ensure business continuity, managing all phases of incidents and maintaining effective communication with executives and stakeholders.
● I spearhead disaster recovery drills to enhance business continuity, preventing multimillion-dollar losses. I also establish best practices for incident management, boosting service operations efficiency.
● I lead major incident resolution by guiding cross-functional teams for swift outcomes. I collaborate with Shift Managers to assess urgency and escalate issues, and conduct post-mortem reviews and root cause analyses to drive continuous service improvement.
● I ensure timely incident communications and document best practices to streamline processes and enhance service efficiency. I also assign and track tasks for major incidents, driving accountability and timely resolution.

● Analyzed data trends to inform strategic decision-making processes

● I have successfully managed customer success initiatives across multiple applications, leading a diverse team to enhance client engagement and product adoption. My role involves overseeing service level agreements and performance metrics to ensure compliance with operational standards and enhance customer satisfaction.
● I have strengthened relationships with key stakeholders at major international airports, resulting in operational excellence and significant upsell opportunities. Additionally, I have led strategic partnerships, such as with Thales, to manage a combined portfolio of 24 applications, driving collaboration and problem-solving across cross-functional teams.
● I oversee customer success for 14 SITA applications, managing a team and client relationships for a major airport. I lead strategy with sales and handle supplier relationships, SLAs, and performance management with Command Centers.
● I excel in change and employee management, enhancing service delivery by addressing gaps and collaborating with software suppliers to ensure seamless transitions and customer satisfaction.

● Led customer onboarding initiatives, enhancing user experience and satisfaction across multiple platforms.

● Developed and implemented strategic account plans to drive customer engagement and retention.

● Collaborated with cross-functional teams to resolve complex customer issues, ensuring timely solutions.

● I have directed multimillion-dollar facility projects and offi ce expansion initiatives, achieving cost efficiency and securing ISO 14001 and 27001 certifications. My expertise lies in implementing process improvements that enhance employee satisfaction and operational performance.
● I successfully expanded the Montreal office footprint by 15,000 sq. ft., adding over 150 workstations through strategic fi t-out projects over three consecutive years. Additionally, I relocated the 33,000 sq. ft. Burlington office in 2016, ensuring a seamless transition and operational continuity. My efforts in achieving ISO certifications have significantly enhanced environmental and information security standards.
● I administer and implement space planning, design, and construction projects for new and existing offices, collaborating with management and real estate brokers to optimize facility usage. I design and manage construction budgets, tenant improvement allowances, and financial components for renovation projects, ensuring cost efficency and timely delivery. My role also involves overseeing lease agreements and project timelines, securing compliance with lease requirements and corporate standards.
● I excel in managing both IT and facilities projects, with a focus on internal clients. My ability to handle quotations for services and IT projects, along with my proficiency in English and French, has been crucial when dealing with service providers in Quebec. My strategic approach to corporate services IT projects and site renovations ensures optimal facility usage and operational excellence.

I have overseen IT service delivery across 25 airports, maintaining zero network downtime and ensuring SLA compliance. My role involves implementing significant contracts, securing cost savings, and managing crisis communication for high-priority customer issues.
● I successfully managed projects totaling over $50 million, including the implementation of systems and integration at six airports in Egypt and a $20 million contract in Morocco. I also led Phase 2 of the Cairo project, valued at $15 million, from inception to completion. Additionally, I achieved a 10% reduction in taxes by collaborating closely with financial departments.
● I was responsible for dealing with government-related matters such as tax, insurance, and financial audits. I directed customer service and operational teams to provide exceptional solutions, ensuring full customer satisfaction and compliance with service agreements. I coordinated with sales and account management teams to enhance revenue and acquire new business, while overseeing resources (IT fi eld engineers) planning and allocation for global and regional customers.
● I excel in pre-sales activities, working on lead qualifications, business development, and opportunities. My expertise in negotiation, project implementation, and contract management ensures successful project delivery and customer satisfaction. I manage customer SLAs and supplier agreements, participate in the sales cycle, and develop proposals that ensure customer success. My ability to solve problems and collaborate with cross-functional teams enhances operational performance and service delivery.

● Led cross-functional teams to drive product innovation and improve service delivery.

● Developed and executed territory strategies to enhance market penetration and customer engagement.