Thomas Ross Email & Phone Number

Boston, MA, US

Chester, GB

Chester, GB

• All responsibilities listed under Manager Solutions Engineering plus:
• Create a portfolio of value-added professional services that complement the existing product portfolio and provide additional value to the business.
• Collaborate with customers and address their escalations to ensure their needs are met and they are content.
• Review Statements of Work (SOWs) for professional services in order to allocate appropriate resources and ensure the accuracy of quotes.
• Support the Sales, Product, and Engineering Teams in refining and prioritizing backlog items associated with Sales initiatives or customer requests balancing customer deadlines, new revenue generation and BAU customer.
• Reduced implementation related customer cases by 36% by increasing on-boarding documentation and updating the customer engagement process.

Chester, GB

• Over a period of 18 months, expanded the team from 2 to 10 members by recruiting and assimilating team members acquired through acquisitions.
• Contributed to the team responsible for redefining the sales process, establishing processes and standards for the entire Go-To-Market organization.
• To sustain the service level expected by our customers, trained, motivated and evaluated team members.
• Fostered collaboration and camaraderie among a fully remote team by providing time and space for team members to express their true selves in the virtual workplace.
• Participate in Agile ceremonies as a representative of the Voice of the Customer stakeholder and serve as a substitute for the Product representative when they are unavailable.
• Reduced un-billable transaction volume by 5% (About 65,000 transactions monthly) with monitoring of customer usage behavior and recommending more successful API sequencing.

Chester, GB

• Assumed accountability for technical account management of top-tier customers.
• By conducting thorough reviews of API sequencing and mobile application UI/UX, enhanced partner relations and raised billable transaction rates.
• Worked closely with the sales team to identify opportunities for upselling and cross-selling.
• Conducted training sessions for customers and internal teams on product features and functionality.

Chester, GB

• Provided customer support via phone, email, and support cases, assisting them in comprehending and incorporating Acuant technology.
• Created standardized presentation materials to expedite customer onboarding and ensure consistency in customer engagements.
• To support our partners' ambitious global product launches, I offered mission-critical L2 and L3 support worldwide.

Stadtkreis 1 Altstadt, Zurich, CH

• Spearhead all phases of the development lifecycle and future strategy for intelligent e-commerce system, operating as Product Owner.
• Chart successful course of development of concept, user stories, and specifications for PC diagnostic tool, successfully resolving intake issues for thousands of retail stores selling Kaspersky products. This is.
• Ensure timely project delivery in accordance with stakeholder & customer requirements through effective cross-functional team leadership.
• Serve as subject matter expert on technical capabilities and architecture of company products, services, and systems, educating internal and external stakeholders.
• Evaluate data sources from various points to accurately inform internal business intelligence efforts.
• Launch vital partner integrations via APIs using REST & SOAP and APS packages to support annual, subscription-based and SaaS sales models.

Stadtkreis 1 Altstadt, Zurich, CH

• Guided Consumer Services Engineers in delivering technical expertise on Kaspersky products & services to both internal and external partners.
• Operated as Integration & Technical Account Manager for largest partners (+$50MM in annual sales).
• Examined underutilized customer data to increase granularity of online sales metrics, identifying a new customer classification process for e-commerce platform and improving strategic decision making.
• Pioneered an automation approach to North American Sales, leading to an increase in operational effectiveness and fulfillment of previously impossible manually dependent tasks.
• Generated and managed over a dozen internal & external applications that solved business process issues and opened new sales channels. How so?
• Designated to represent company at trade shows in the US & Canada as the product functionality expert.

Stadtkreis 1 Altstadt, Zurich, CH

• Oversaw various tiers of support for Kaspersky Labs Corporate Protection Suites.
• Facilitated remote and onsite product training, as well as deployment to larger client organizations.
• Performed diagnostics on virus infections and virus attacks to formulate appropriate recovery plans.
• Provided customers with the most up to date virus signatures by thoroughly compiling and assessing new virus samples, working with developers to understand individual behaviors and solutions.

Woburn, Massachusetts, US

• Delivered fully operational capacity of network and IS infrastructure via effective installation, administration, and operational support.
• Headed IT automation implementation by creating scripts for repetitive tasks, packing applications, and creating images of workstations and servers.
• Documented and audited IT processes in accordance with Sarbanes-Oxely regulations.

Woburn, Massachusetts, US

• Responsible for providing and maintaining a remote access capability for the field salesorganization permitting remote access to the corporate network including email, datastores and synchronization of their respective.
• Troubleshooting and resolution of virus, malware, and application issues at the desktopand server level.

• Administered on site computer repair, networking, security firewall, wireless, and advanced data recovery services to various businesses and homeowners.
• Tailored suggested solutions and technologies to fulfill the needs of each supported business.
• Gained knowledge of preexisting on-premises technology, including Firewalls (MS ISA, Symantec and Sonicwall), Server/Client applications (SEMA4, Prosystem fx), and Desktop applications (DataCAD, MAS90, Peachtree).
• Carried out Windows Server setup and administration of Active Directory 2003 environments.

Boston, MA, US

• LOTUS DOMINO DEVELOPER, 2005-2005
• Demonstrated expertise in designing, developing, and implementing Lotus based applications.
• Reviewed and enhanced existing applications to comply with changing financial regulations.
• Aligned objectives with internal clients to effectively document project tracking and workflow processes for application development.PC ENGINEER, 2004 – 2005
• Maintained technology standards on desktops to ensure the integrity of the operating environment.
• Orchestrated new software product launches, including packaging, pilot testing, and production deployment of Lotus Notes R6.DESKTOP SUPPORT SPECIALIST, 2003 – 2004

Boston, MA, US

Provided technical support to Executive Education participants and program staff.Resolved issues with computer and related peripherals such as networking, printing,video conferencing software, and hardware issues.Completed many assigned project tasks including operating system upgrades andsoftware installation for Palm Pilot and OmniSky use.

Newport, Isle Of Wight, GB

Jr. Level programming C++ code for process control and automation.Configured third party peripherals to communicate to the computer via RS-232 andRS-485 connections.Setup computer systems for roll to roll copper plating line.