Thomas Horn Email & Phone Number

Dearborn, Michigan, Us

Hanover, Md, Us

ARCHITECT FOR ASSIST CUSTOMER CONTACT CENTERS (Jan 2020 to current) Assisted in shaping the Assist Customer Contact Center Enterprise Architecture strategy and responsible for the channel architecture for the Assist Customer Contact Centers by providing technical and integration guidance. ➣ Participated in the selection of a Communication Platform (CPaaS) as a Service vendor based on a RFP for which I was the primary author. The CPaaS platform was selected to provide conversational SMS technology that was requested by the contact center business, an expected communication channel by customers.➣ Completed the refresh of the Assist Customer Blueprint for 2020 in collaboration with Ford Credit, which provides a proposed contact center investment roadmap for the next five years. ➣ Designed the architecture for integrating Microsoft Dynamics 365 to the new call recording technology standard at Ford, allowing for access to old recordings, while deploying the integration to the new call recording technology.➣ Identified the changes necessary to implement the Dynamics UCI framework changes for chat, to ensure chat would be ready by the date Microsoft mandated the use of UCI. ➣ The architect liaison to the Chat vendor to resolve various critical issues, e.g. accessibility issues, defects, new development support.

Hanover, Md, Us

ARCHITECT FOR FORDPASS GUIDES (Aug 2018 to Dec 2019) at Ford Motor CompanyResponsible for the FordPass Guides architecture by providing technical and integration guidance. ➣ Determined the feasibility to replace a vendor application for determining channel availability for voice, chat, and email with a Ford in-house developed solution. Designed the architecture for the in-house developed solution and provided guidance to the product designer and developers. The solution will begin rollout in the first quarter of 2021. Over a five year time span, the solution is expected to save $25 million. ➣ Completed work on the authentication / authorization security architecture for a new Dealer Portal based on Microsoft Dynamics 365. The solution allowed current business processes to be used when setting up new Dealer employees while leveraging the new Contact Center technology.➣ Led the work effort to resolve the performance issue with the Dealer Portal and IE 11 prior to deploying the portal to production. Avoided possible Dealer satisfaction with the new Portal by addressing the issue prior to rollout.➣ Authored an architectural point of view on Omni-Channel capabilities and technology, to gain alignment between business and IT.

Dallas, Tx, Us

MANAGER OF DATA STRATEGY AND ARCHITECTURE (Feb 2017 to May 2018)➣ Managed a group of five Data Modelers and Project Managers / Scrum Masters. Chaired the Enterprise Architecture Information Manager Council for governing information management technologies.➣ Technology owner providing direction for a Data Lake implementation to replace an existing Enterprise Data Warehouse and provide better data insights and greater agility to drive increased revenue.➣ Authored an API Management RFP and analyzed vendor RFP responses to select a solution to provide API governance and management capabilities. Enables APIs for internal development and integration. Supports third party API monetization.➣ Provided direction to an Application Rationalization Planning project to consolidate reporting by moving existing reports from IBM Cognos to an open source solution leading to decreased future run rates and annual expenses for the Technology department at Comerica.➣ Participated in the selection of a solution to archive data for decommissioned applications and reduce ongoing expenses for accessing data post decommissioning. DATA ARCHITECT (Sep 2016 to Jan 2017)➣ Responsible for data architecture covering APIs / Web Services and ETL integration. Provided direction on overall data architecture as well as data architecture for specific projects. ➣ Chaired the Enterprise Architecture Information Technology Council for governing information management technologies.➣ Researched Business Intelligence as prerequisite for rationalizing Business Intelligence software.

Dallas, Tx, Us

➣ Responsible for providing direction on the implementation of Service Oriented Architecture across all of Information Technology. Specified the integration architecture for various projects. ➣ Reduced costs for debit card processing and added new debit card functionality with PCI compliance through integration architecture and guidance on development, testing, and performance. ➣ Authored an API / Service policy manager comparison to select a key component in the platform for a PCI Debit Card implementation. Provided guidance for the architecture, design and issue resolution for the PCI card project.➣ Revised the architecture for a PCI card implementation to add a data caching capability; directed the effort to define the service messaging logging and auditing solution. Reviewed the architecture design for adherence to PCI DSS 3.0 requirements. ➣ Authored a revision to the engagement process between the Data Management Office and Solution Architects.➣ Provided consultation for the integration authentication used by the new IVR implementation.➣ Directed and participated in an IBM review of Comerica’s WebSphere Message Broker environment, prior to the start of the IBM Integration Bus upgrade project to ensure the best possible outcome for the upgrade.➣ Authored integration objectives for the SOA Center of Excellence and Data Integration teams based on corporate technology objectives. Created business plan including roadmaps for the SOA Center of Excellence.

Dallas, Tx, Us

➣ Responsible for Solution Architect designs for complex projects; provided guidance to junior Solution Architects and fulfilled a subset of Enterprise functions. A recipient of the Comerica National Quality Excellence Award in 2004.➣ Service Oriented Architecture: Defined an organizational structure for establishing a Service Oriented Architect Center of Excellence (SOA COE). Led the initial virtual SOA COE to establish SOA governance, processes, methodology, and standards. Improved system integration; created a staffing plan and assisted in creating new job descriptions; defined training plan to provide a cross functional team with common knowledge and approach. ➣ Service Oriented Architecture: Defined the reference architect for implementing SOA at the bank and guidelines on integration technology selection. ➣ Solution Architecture: Created concepts and technical designs for projects, aligned solutions to enterprise principles, and approved build versus buy analyses. ➣ Enterprise Architecture: Participated in various Enterprise Architecture activities to ensure Information Technologies aligned to the goals and objectives of the business. ➣ Enterprise Architecture: Managed the Technology Agenda defining the technology to watch and analyze for possible implementation.➣ Disaster Recovery: Provided architectural oversight and direction for implementing disaster recovery for applications with high availability requirements. Assisted in defining the architectural approach for the next generation of disaster recovery; including active data centers, active / active applications and application mobility between data centers.Fraud Systems | Technology Evaluation and Selection | Proof of Concepts