Cary Thomas Email and Phone Number
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Cary Thomas personal email
I am a Customer Success Manager at IBM, where I have been helping customers achieve their business goals and maximize the value of their cloud investments. I am a Master Certified Technical Specialist and a Profession Champion, recognized for my technical expertise and leadership skills by IBM and The Open Group.My mission is to drive business transformation and innovation with cloud-based solutions, leveraging my experience in product management, operations management, and business transformation. I guide senior executives through the changes needed to unlock the full potential of their cloud offerings, from use case identification to value realization. I also collaborate with engineering teams and help desks to ensure a smooth and seamless customer experience. I have a proven track record of delivering customer satisfaction and retention.
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Customer Success Manager - Ibm CloudIbm Jul 2021 - PresentUnited StatesDrive business value and technology outcomes throughout customer lifecycle with cloud growth offerings. Demonstrate value of offerings to customers and identify additional opportunities for increased usage and adoption. Responsible for use case identification and value realization.Guide senior business, IT and security executives through changes needed to unlock the full value of their cloud offering. Architect and co-create MVP alongside customer practitioners. Activate early renewal conversations, drive upsell and ensure execution of the renewal process. -
Operations, Transformation, & Integration Leader - Office Of CioIbm Jan 2018 - Jul 2021- Led IBM’s Internal IT Support organization, comprised of 15 Managers and 315 Advisors, that supported more than 500,000 devices worldwide. OS: Windows, macOS, iOS, Linux, Android. - Transformed IBM’s Internal IT Support organization drastically improving an NPS of 54, an FCR of 79%, and an ASA of 15 minutes to an average NPS of 92, an FCR of 95%, and an ASA of less than 5 minutes. - Created a collaborative environment between the+ Engineering Teams and Help Desks to quickly diagnose, resolve, and put in measures to prevent future issues; resulting in a reduction of tickets and improved time to resolution.- Derived and delivered continuous training programs that ensured the Support Teams were always learning, growing, and improving. - Led operational reviews with Support Managers to ensure consistency and improvements across all Desks. - Implemented a Follow-the-Sun support model, reducing the number of Support Desk locations and headcount, resulting in costs savings and increased support availability to 24 hours a day. - Revamped IBM’s Support VRU to be consistent worldwide, directing callers to the appropriate path of support more quickly and reduced the number of misdirected calls. - Engaged various teams to implement Watson AI within IBM’s Support website, Chat, and VRU, which automated resolution of issues, reduced the number of tickets to the Support Teams, and returned IBM Employees back to productivity quickly. - Managed vendor support, including processes and procedures.
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Mac@Ibm Global Leader - Product Owner - Office Of CioIbm Jan 2015 - Jan 2018- Created a brand-new Mac@IBM Program that supported Apple devices for IBM Employees, where there was no support before.- Created and launched multiple brand-new Mac@IBM Global Help Desks that were comprised of highly skilled and customer focused individuals, which resulted in an average NPS score of 82, 95% FCR, and a very low ASA. - Assisted with creating a new personalized wizard driven support website that helped employees to setup, use, and resolve most commonly found issues with their devices, reducing the need to contact the Help Desk for support. - Created and led a team that deployed and supported more than 120,000 Macs worldwide.- Collaborated with IBM senior executives and Apple to help form a new joint partnership.- Formed a Mac Community where employees socially gave and received assistance, becoming self-sufficient with using a Mac and iOS device, reducing the need to contact the Help Desk for support.- Helped to improve the device deployment process that allowed employees to choose the type of device they wanted, improving the overall experience of receiving and setting up that device, resulting in higher employee satisfaction and immediate productivity.- Assisted with implementing market leading technology: Apple DEP, JAMF, CrashPlan, Akamai, SoftLayer, SCEP, Slack, JIRA, Box, Microsoft Office, Webex, ServiceNow, and more.
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Ibm Certified Sr. It SpecialistIbm Jan 2006 - Jan 2015- Pre-Sales Technical Support for IBM Social, Collaboration, and Portal Software Products.Exceeded quota targets every year and was awarded the Hundred Percent Club each year.- Assisted with turning around a poor performing Southeast Sales Team, making it the leading USA Sales Team.- Led and conducted many IBM Customer Collaboration Briefings & Workshops.Collaborated with customers in developing solutions that met their needs and improved their bottom-line.- Worked with various teams to create and deliver IBM Software and Service proposals to customers. - Rekindled severed relationships with customers in competitive accounts, resulting in new IBM sales.- Performed and led proof-of-concepts at customer locations that resulted in closing sales opportunities.- Assisted with quickly resolving Critical Situations, resulting in the customer being extremely satisfied.- Member of the IT Specialist Certification Board, responsibilities included interviewing candidates and approving IT Certifications for qualified candidates.
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Americas Channels Technical Sales Specialist (Channelworks)Ibm Jan 2001 - Jan 2006- Pre-Sales Technical Support for IBM Social, Collaboration, and Portal Software Products.Assisted IBM Business Partners with prospecting and closing IBM Software opportunities.- Enabled IBM Business Partners to sell, demo, and support IBM Software solutions by creating, leading and teaching various types workshops.- Created and published Portal Comparison Guides that assisted thousands of IBM employees and Business Partners with positioning the appropriate Portal solution that met their customer’s requirements. - Created and published Portal Installations Guides that assisted thousands of IBM employees and Business Partners with install IBM Portal solutions at customers locations and for individual demo purposes.- Performed and lead Proof-of-Concepts at customer locations that resulted in increased IBM revenue.- Coordinated and assisted in Critical Situations to achieve a quick resolution and make customers extremely satisfied.- Member of the Channels Technical Sales Team Leadership Council focused on making the Channels Technical Sales Team more productive, proactive, effective, and desirable.
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S/390 (Zseries) & Rs/6000 (Pseries) I/T SpecialistIbm Jan 1999 - Jan 2001- Pre-Sales Technical Support for zSeries (S/390) and pSeries (RS/6000)- Educated Customers, IBM Business Partners, and Sales Reps on products, features, and functions.- Assisted with Configuration and Installation of zSeries and pSeries machines including the various attached devices.- Coordinate and assist in Critical Situations in order to achieve a quick resolution.- Assisted sellers with exceeding their quota objectives, making the Midwest Team be the leaders in sales growth. Software: DB2, JAVA, WebSphere, JCL, CICS, IMS, RACF, Tivoli, WLM
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ManagementPublix 1993 - 1998Assisted with day-to-day store operations. Supervise the Part-time Stock & Common Area associates. Responsible for Ordering, Stocking, and Inventorying the Dairy, Frozen Foods, and Main Grocery Departments. Coordinated Customer Service operations. -
Assistant ManagerHitchcock'S Markets 1988 - 1993Gainesville, Florida AreaManaged day-to-day store operations.
Cary Thomas Skills
Cary Thomas Education Details
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Electrical And Electronics Engineering
Frequently Asked Questions about Cary Thomas
What company does Cary Thomas work for?
Cary Thomas works for Ibm
What is Cary Thomas's role at the current company?
Cary Thomas's current role is Customer Success Manager @ IBM | Master Certified Technical Specialist - Helping customers to obtain the most value possible from IBM technology.
What is Cary Thomas's email address?
Cary Thomas's email address is ca****@****mas.com
What schools did Cary Thomas attend?
Cary Thomas attended University Of Florida - Warrington College Of Business, Santa Fe College.
What are some of Cary Thomas's interests?
Cary Thomas has interest in New Technology, Computers, Golf, Running, Software, Hunting.
What skills is Cary Thomas known for?
Cary Thomas has skills like Websphere Portal, Websphere, Websphere Application Server, Lotus Connections, Cloud Computing, Sametime, Pre Sales, Lotus Domino, Enterprise Architecture, Lotus, Portals, Enterprise Software.
Who are Cary Thomas's colleagues?
Cary Thomas's colleagues are Deekshit Singh, Ravi Patel, Dimitris Dimas, Laura M Bruce, Samuel Forrest, Vijay Saradhi Palakodeti, Derek Shaw.
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