Christopher Thomas Email & Phone Number

Vancouver, Canada Area

Work closely with the VP, Compliance Technology, to establish project priorities and assess team and project progressTake ownership of and lead the customer onboarding process from post-sale through to successful Go LiveAct as a single interface to guide the customer through the Global Relay onboarding programCollaborate with the internal teams such as Business Development, Solution Architects, Provisioning, Finance, Training and Operations to develop and own a project plan as required for each projectSchedule and lead regular project meetings with customer and Global Relay stakeholders to provide transparency into project status, risks, issues and successProvide project status updates regularly, including resource planning, scope management, risk assessments, and schedule updatesOwn project impediments and work to resolve them within the team and across the organizationLiaise with project stakeholders as needed on an ongoing basis

Vancouver, Canada Area

Responsible for Global Relay product suite implementations including third party, converter based services, and social media archiving.Setup, and aid in the adoption of, Global Relay Message.Monitor the completion of escalated tickets, ensure that tickets are completed in a timely manner; obtain clarification from technical staff on outstanding tickets.Work with clients to determine workflows, documents, and procedures to verify proper Global Relay product usage.Assist Business Development on pre-sales solution configurations and proof of concept/trial implementations.Complete implementations for clients with unlimited number of users and highest complexity. Validate data and message flow meets compliance requirements.Ensure errors or omissions in Provisioning documentation or wiki articles are addressed.Perform peer reviews of new service implementations.Establish connectivity to, and appropriate archiving from, mixed, multi clustered email server environment.Setup archiving for services requiring Global Relay software deployed in customer environments.Configure SAML authentication and Single-Sign On integration as well as Directory Sync Services for enterprise customers.Manage Multi-tenant setups with a variety of technical and non-technical contacts.Contact point for technical/non-technical client escalations.Manage high profile client setups independently while providing guidance to Project Managers and Business Development.Lead customers’ custom message archiving ingestion for message providers not working with the Product Team.Be available for urgent off-hours escalations.Perform duties of an Intermediate as business needs require it.Assist Intermediate and Junior team members with any questions they may have.

Responsible for Global Relay product suite implementations including third party, converter based services, and social media archiving.Setup, and aid in the adoption of, Global Relay Message.Monitor the completion of escalated tickets, ensure that tickets are completed in a timely manner; obtain clarification from technical staff on outstanding tickets.Work with clients to determine workflows, documents, and procedures to verify proper Global Relay product usage.Assist Business Development on pre-sales solution configurations and proof of concept/trial implementations.Complete implementations for clients with unlimited number of users and highest complexity.Validate data and message flow meets compliance requirements.Ensure errors or omissions in Provisioning documentation or wiki articles are addressed.Perform peer reviews of new service implementations.Manage high profile client setups independently while providing guidance to Project Managers and Business Development.Establish connectivity to, and appropriate archiving from mixed, multi clustered email server environment.Setup archiving for services requiring Global Relay software deployed in customer environments.Configure SAML authentication and Single-Sign On integration as well as Directory Sync Services for enterprise customers.Manage Multi-tenant setups with a variety of technical and non-technical contacts.Lead customers’ custom message archiving ingestion for message providers not working with the Product Team.Be available for urgent off-hours escalations.Manage high profile client setups independently while providing guidance to Project Managers and Business Development.Perform duties of a Senior as business needs require it.Act as an escalation point for all team members and a point of contact for other teams at Global Relay.

Senior technical support analyst for the IBM Helpdesk team responsible for the Circuit City account. Ensured contractual SLAs were consistently met and liaised with the client to ensure we were meeting their expectations.