Jeff Thomas Email & Phone Number

Responsible for global operations of Mainframe, Networking, Telephony and Distributed Systems for U.S. Bank.

Senior Leader of Global Infrastructure Technology Support operations organization. This is comprised of Level 2 infrastructure operation teams delivering 24x7, product-aligned technology support including Network, Server, Storage, Voice and Mainframe.

Global IT Ops Executive leading over 120 staff in support of 24x7 Server, Mainframe, Job Scheduling, Report Archival & Administration, and Critical Enterprise Application operations.

I lead an organization of about 60 people supporting US Bank Network Operations and Voice Operations, as well as Enterprise Management Systems (developing C#/.NET applications).

Gresham, Oregon

Senior Manager responsible for Global Data Network Ops, Voice Ops, Server Ops and Management Systems Development teams at US Bank.

Gresham, Oregon

Senior manager of the Event Management Team and the Distributed Operations Team for US Bank.

I managed the Computer Operations, Service Desk, PC Support, Application Administration and Release Management/Deployment teams for Movie Gallery Inc. Also the primary IT Audit and Control point for many PCI and Sarbanes-Oxley (SOX) related IT Key Controls.Responsible for: 24x7 Incident and Problem Management for a company of 40,000+ employees, 4400+ physical retail locations, 4 warehouses, 2 corporate offices, 2 main data centers and 3 remote data centers.Responsible for Corporate User Administration, support of all applications and over 1000 desktop systems across multiple corporate locations.Responsible for Field User administration and support of 350+ deployed laptops, cell phones, air cards, and all IT support required for a remotely distributed Retail Management organization.Monitoring and support of a composite satellite and terrestrial network supporting over 4400 retail locations throughout the US and Canada.Ensuring maximum receipt and loading of daily Store Transactional Data for all retail locations.Monitoring the creation and distribution of hundreds of Business and Compliance Reports daily, 365 days a year.Manage all aspects of Data Center operations covering as many as 6 locations across the united states. This includes Availability and Continuity Management, development of process and procedure, physical access and security, staffing and management, racking and removal of all types of hardware, installation and maintenance of environmental and power systems, data library and backup systems, installation and removal of Enterprise disk arrays, and more.Provide around the clock management, monitoring and support for all Information Systems.Manage Release Management Teams across multiple locations in the US.Project Management and Project Support duties as needed.Management of more than 25 direct reports plus flex staff.Certified ITIL Practitioner of Support and Restore.

I supervised and contributed to all day to day operations of the Computer Operations department and a full time staff of 8 Computer Operators.Responsibilities included Daily monitoring of Store File Processing and Recovery.Monitoring of scheduled Corporate jobs such as Payroll, performance and compliance reporting for 25,000+ employees.Manage a tape library of over 12,000 pieces of media and 3 robotic tape libraries.Develop process and procedure in support of Business/IT alignment.Manage scheduling and negotiation of planned maintenance for all corporate systems including Windows and Unix servers, Oracle databases, network devices, and many applications.Contributed to Project Management activities from both a leadership and support perspective.Identify unplanned outages affecting Development, Test and Productions systems and track the outages until service is restored. During unplanned outages, contribute guidance as needed to ensure restoration of service occurs as quickly as possible. Provide after hours escalation and support for all critical IT systems.Personally available 24x7 in support of emergencies and for Crisis Management.

As Ecommerce Program Analyst for Egghead.com I directly supported the information and technology needs of over 200 Business-to-Business and Educational Sales staff as well as their direct leadership and Senior Management staff.Heavily involved in generating useful performance metrics and related reporting and analysis for use in management decisions. Was responsible for generating segment based leads and tracking tools for the sales force.I interacted heavily with all areas of The Business to ensure a seamless experience between sales staff and customer, and developed process and procedure to smooth out the rough spots. Success often relied heavily on my ability to influence peers and superiors without using authority, and to negotiate between parties to reach a mutually acceptable outcome.Worked closely with Warehousing and Logistics, Accounting, Sales, IT, HR, Communications, and Senior Management in support of business objectives.Was a highly sought after resource throughout the company. Reported directly to 2 VPs and an SVP over the course of 2 years and was often "out on loan" to whoever needed me the most.I was provided as an informational and research assistant to anyone who needed help, as time permitted, often in support of our IT, Training and Management Teams.

As Call Center Supervisor for MCI Worldcom I managed a multi-lingual group of 15+ call center agents taking inbound customer service calls in a 24x7x365 world-wide support center.I was responsible for identifying key performance metrics, finding ways to track those metrics, and analyzing the results for coaching and improvement of performance.I was very successful from both a Performance and Leadership perspective. I earned the respect of my staff, my peers and superiors. My time in this position ended only because the Call Center functions were moved to Texas as part of Corporate Restructuring to lower costs.