Kyle Thomas Email & Phone Number

Cedar Park, Tx, Us

Austin, Texas, United States

Manage all internal IT Operations for a global companyMaintained a team-wide negative CSAT score of less than 1%Manage IT hardware budgetSchedule weekly One-on-One conversations with all team members to check their pulse on work and make sure they are driving toward their own development goalsEmpower team members to take action and to fail

Austin, Texas Area

Austin, Tx

• Maintained and exceeded a standard of excellence in keeping with company policy locally and throughout Texas• Provided first-hand information directly to consumers regarding a variety of products• Engaged nationwide resources to facilitate growth for myself and those being trained

Austin, Tx

• Supported internal clients during their everyday operations with regards to use and maintenance of Schwab-proprietary software• Maintained personal statistics at or near the top of each measurable scale, including a customer satisfaction rating of up to 9.93 on a 10-point scale.

• Responsible for customers’ perception of Cisco TelePresence• Spent over two years as a lead; directly oversaw 22 engineers throughout any given week• Conducted all Tier 1 interviews to ascertain potential employees’ technical, troubleshooting, and interpersonal skills• Provided daily reports to management regarding ticket trends as well as noting network outages and escalations• Updated processes as they became necessary and provided subsequent training to engineers• Graded proactive Tier 1 tickets, providing QA for an average of 100 tickets per week• Served as the first level of escalation for any customer complaints, whether received via email or a warm phone transfer from an engineer• Met with engineers individually to determine their career goals and objectives and to see what could be done to help facilitate those goals• Worked closely with other departments to coordinate team building activitiesTelePresence Senior Engineer July 2011-December 2012• Functioned as first line of support for all proactive and reactive TelePresence issues• Handled calls from executive personnel from Fortune-level companies• Exhausted all remote troubleshooting options prior to engaging on-site support and walking them through all necessary steps to resolve a given issue• Engaged, as necessary, remote hands-and-eyes contacts, LAN/WAN teams, carriers, and Cisco partners to return customer equipment to fully functioning status