Jim Thompson Email & Phone Number

Maryland

Bowie, MD

Bowie, MD

Annapolis, MD

• Responsible for Tier 3 Engineering organization focused on Capacity Management, Problem Management, complex operational activities, and escalation point for Tier 1/Tier 2 Operations with 24x7x365 responsibility.
• Implemented Capacity Management program which included data analysis and resulting observations and recommendations targeted to predict and prevent operational failures.
• Established bi-weekly Problem Management report distributed globally to represent current reoccurring Problems under investigation along with status and ultimately resolution or work-around strategies to minimize.
• Managed assignments of complex reoccurring operational tasks for Tier 3 engineers to ensure accurate and on-time completion.

• Led organization responsible for Application Hosting experience for MICROS customers who utilized Hosting Operations services, maintaining PCI-compliancy.
• Built and ran a multi-level organization responsible for application hosting (SaaS), infrastructure hosting (IaaS), and Platform as a Service (PaaS) offerings, inclusive of database implementation and support.
• Responsible for multi-million dollar budget, contract analysis, and tools consolidation to ensure long term strategy and overall spend analysis.
• Oversaw data center consolidation and expansion, introducing geographical separation between primary and disaster recovery data center locations.
• Converted organization from 8x5 on-call structure to 7x24 Network Operations Center with centralized monitoring capabilities.
• Responsible for vendor selection, contract negotiations/renegotiations, contract consolidation, and establishing vendor relationships for optimal business relationships.

• Lead organization responsible for Electronic Health Record (EHR) computer software and hardware architecture supporting over 150 physicians at 35 locations in the Baltimore/Washington area.
• Scope of responsibility ranged from desktop support for individual physicians or their office personnel to vendor selection of mission critical applications affecting entire user community.
• Defined and established quarterly and annual objectives for direct reports and overall organization.
• Identified and remediated system deficiencies with current infrastructure, eliminating system outages and performance impacts, resulting in significantly increased uptime and improved patient care.
• Implemented escalation procedures for unplanned outage events targeted at minimizing downtime and user impact.
• Introduced Key Performance Indicators (KPIs) to measure overall current performance and establish targets for continual improvement.

• Direct project managers and customer support organizations for US-based 7x24x365 operations. Organizational responsibilities include multi-tiered, geographically dispersed organization.
• Updated and implemented improvements in organizations’ business continuity plan and develop / maintain disaster recovery procedures.
• Enhanced existing procedures and introduce new strategies and tools to shorten delivery time, produce better tracking metrics (KPIs) and standardize work flows to improve operational efficiencies and customer experience.
• Coordinated and conducted meetings with key customer stakeholders up to and including C-Level employees, to convey project or implementation statuses, properly set delivery expectations, build customer relationship and.
• Interfaced with software and hardware vendors to ensure appropriate level of support is received and escalations are handled appropriately.
• Managed P&L for customer base to properly allocate resources while still maintaining profitable margins on contracts.

• Managed ISO 9001:2000 registered professional services and consulting organization consisting of technical engineers, project managers, and technical writers.
• Developed and implemented organizational roadmap which included staffing, training, and budgetary needs.
• Prepared statement of capabilities for organization. Distributed and presented to client facing organizations to increase sales opportunities and service offerings awareness.
• Performed complete profit / loss analysis for each of the professional services offerings in order to increase focus or discontinue offerings as appropriate.
• Worked with Product Management to re-price services to adjust for annual cost variances attributed to labor rate changes, software licensing impacts, and integration of off-shore resources.
• Established quarterly financial targets for organization and produced monthly status report card.

Bachelors Of Science; B.S, Mechanical Engineering

Master’S Degree, Cybersecurity Technology, 4.0 / 4.0

Masters Of Science; M.S, Aeronautical Engineering