Tom Biddle Email & Phone Number

Austin, Tx, Us

Defined, measured and communicated SLA performance for all key internal and external vendors including creating/managing manual reports and an online dashboard. As required, worked with vendors to create and manage service improvement plans.

Working cross-functionally with business stakeholders, provided program leadership for various compliance programs related to Cisco’s Collaboration offers, including Webex, Webex for Government, UCM Cloud for Government and Webex for Defense HCS-D, as well as new and evolving offers.

Program/project managing platform development activities globally for Cisco Networking Academy by serving as Scrum Master for various platform components, including point of presence in China, upgarded content hub, and new learning management system, working in a AWS Cloud environment leasing to a 55% y/y increase in customer base to span 180 countries .

Responsible for strategic and delivery leadership of key Public Sector Cloud and Managed Services accounts, including operational performance, customer satisfaction and account development (e.g., including successful RFP development for large State agency and operational leadership of Federal agency moving into FedRamp environment). resulting in 52% y/y increase in Public Sector Services revenue.

Espoo, Southern Finland, Fi

Providing strategic and tactical leadership for revamp of NextGen Global Partner Program for leading network hardware/software provider (Nokia + legacy Alcatel/Lucent companies), including development/implementation of new offers, revising onboarding processes, upgrading training, defining/measuring KPIs for customer success, and building Partner capability assessments , all contributing to a 55 y/y increase in partner revenue.

Led the planning and evaluation (technology, operations, financial ) of datacenter options for the design, build and operations of systems/services into a new Datacenters for SWBC, leading to the consolidation of four Data Centers into a new state-of-the-art Cloud facility and DR/BC site .

Teamed with CEO/Founder of Technology Staffing organization in roll-out of new technology professional services division, with a focus on strategic planning, business plan roll-out, building technology partner relationships.

San Jose, Ca, Us

Owned end-to-end delivery, 24/7 support, and customer relationship management for direct- and partner-delivered Cloud & Managed Services for a customer base of 25 service provider and 200 large enterprise customers (e.g., direct delivered: Sprint, Time Warner Cable, Microsoft, DIRECTV, Inmarsat, Shell, Bank of America, Lloyds, The Home Depot; partner-delivered: AT&T, Telstra, Dimension Data, WWT); managed large global direct report/cross-functional teams, key customer/partner/vendor relationships, and a $25M budget; served as the voice of the customer owning the customer relationship through sales, on-boarding, day-to-day operations, escalations, new service requests, and renewals; and oversaw 350% increase in revenue (FY13-FY15), 120% improvement in customer retention, and improved platform availability (95->99.999 %).

San Jose, Ca, Us

Had portfolio, operational and fiscal management responsibilities for end-to-end delivery of managed services for SP and large enterprise customers through direct- and partner delivered channels, managed cross functional teams of on-shore/off-shore resources.

San Jose, Ca, Us

Program managed the development and implementation of Cisco’s first Managed Services Offers and Custom Solution Build-Operate-Transfer (BOT) engagements• Established, socialized, and attained buy-in from global networking company’s key stakeholders for Strategic Plan outlining New Business Model for Day 2 support services, termed Build-Operate-Transfer (BOT) Program. Led CISCO’s first BOT for DIRECTV, an expedited, fast track project (6 months Build Phase from contract signing to the start of production monitoring) which was completed on-time and 31% under budget• Cultivated strategic partnership with Science Logic to build/employ proactive monitoring for all Cloud & Managed services infrastructure, which subsequently been extended to include all of Cisco IT’s Infrastructure

Round Rock, Texas, Us

Project managed the planning, requirements specification, application design/development, infrastructure build-out, testing, and roll-out for a global telecom reporting system for Dell’s Consumer Contact Centers. Phase I of this global program initiative consolidated data from and provided cradle-to-grave reporting for all of Dell’s inbound and outbound customer voice interactions, including collecting data from speech enabled IVRs, Cisco ICM, and Avaya ACDs, providing actionable data leading to large annual savings.

Ciudad De México, México, Mx

Led the planning, design, procurement, build-out and testing of the technology infrastructure for two new contact and data centers (hardware/software applications for network gear, servers, ACD systems; SONET-based WAN voice/data services). Even with expedited 120-day construction schedules, these interdependent infrastructure projects were completed on-time and below the $10M IT budget for both sites.

Miami, Florida, Us

Led multiple managed hosting, customer-facing implementations from scope development through final testing/customer sign-off for clients outsourcing their Internet services, successfully delivering implementations for Pearson Plc (Pearson Education, Penguin Group, Financial Times), FEC, PMI, JPMorgan Chase, Cisco Systems, and UBS.

Education record

Education record

Bachelor'S Degree