1. HERVÉ A. BUSIDAN, PMP
herve.busidan@gmail.com • https://www.linkedin.com/in/hervebusidan • 703-395-6850
VP / DIRECTOR – IT / SYSTEMS / PMO
Enterprise Solutions / Project & Program Management / Global Network Operations / Change Management /
Quality Management / Planning / Six Sigma / SLAs / Process Improvement / Governance / Customer Support /
Cost Reduction / Systems Integration / ITIL / Agile / SWOT & Needs Analysis / Call Centers / Budgets / ISO /
Team Building / Training / Contingency Planning / Migrations / Infrastructure / Application Development /
Cloud / Contracts / Negotiations / Vendor Relations / Client & User Satisfaction
An IT/IS leader with an outstanding record in a variety of settings, including global telecom leaders such as the France
Telecom/Orange family of companies and the international law firm Wilmer Hale. Drove performance, reliability,
functionality and effectiveness improvements while pushing down costs. Significant expertise in PMOs, IT/IS
governance, planning, implementation, budgets and project management. Can make a strong impact by:
! Maximizing performance while tightly controlling costs
! Planning & executing nimble change management roadmaps
! Delivering complex projects within tight budget & time constraints
! Ensuring systems availability, reliability & cyber security protection
! Forging win-win global strategic alliances with customers & providers
Earned an MS in Electrical Engineering from ESIGELEC College (France) and MS in System Engineering from Le
Havre University (France), as well as a Business Analytics, Economics & Financial Accounting certificate from
Harvard Business School Extension. Also hold ITIL and Agile certifications and a Six Sigma Green Belt.
SELECTED ACCOMPLISHMENTS
Leveraged a PMO to boost performance. Recruited to direct a PMO at Wilmer Hale. Defined new processes and
controls, including Stage Gate methods and governance review boards. Built project dashboards/scorecards. Elevated
key metrics. Increased on time/on budget completions of from 75% to 91% for 90+ annual projects valued at $75M.
Slashed costs in a consolidation. France Telecom/Orange needed to improve efficiency and cut costs of its Network
Operations Centers (NOCs). Consolidated five EU/US NOCs into three sites in the EU and India. Cut costs by 40%,
saving >$3M+ in the US and >€3M in elsewhere. Maintained or increased service levels and reliability.
Drove service quality improvements. France Telecom/Orange needed to ensure its telecom vendors were meeting
expectations of its B2B customers. Devised provider service improvement plans. Drove network availability from
99.4% to 99.95%. Improved satisfaction, leading to contract extensions from Google, Akamai, Tata and others.
Directed a seamless $200M network migration. France Telecom/Orange wanted to switch its North American
networks from a self-owned platform to a solution from Level 3. Led all phases of the project. Migrated 16,000 miles of
fiber optic, 264 10G circuits and 34 Fortune 500 clients. Completed the transition ahead of schedule / under budget.
Saved millions.
Ramped up KPIs while meeting rising demand. Global One needed to improve call center productivity to support
increased traffic. Installed a new ACD/IVR platform at four key centers. Cut call abandon rate 23% and call response
time 52% down to 11.2 seconds all while the firm’s customer base grew by 27% with tens of thousands of new lines.
CAREER HISTORY
PMO Manager Information Systems Governance, Wilmer Hale, 2013-2016. Recruited to direct an IT/IS PMO for a
global law firm with operation on three continents. Responsible for performance oversight of a portfolio of 90+ annual
projects, budgets to $75M and 15 staff. Planned and managed a variety of systems integration programs.
Sr. Director Operations Support, France Telecom Long Distance, 2001-2013. Promoted to direct network
operations teams supporting services and infrastructure in 65 countries on three continents. Spearheaded major
process and quality improvements. Managed budgets to $70M and staff to 20.
Director Quality & Processes, Global One, 1997-2001. Directed a group supporting global operations for
multinational telecommunications provider with customers on four continents. Designed and implemented
infrastructure, systems, process and training improvements Managed staff to 45 in the US and Germany.
Earlier: Quality Service Manager, eunetcom; and Manager Quality Assurance, France Telecom.