Tom Gibson Email & Phone Number

Oklahoma City

Chief leadership of 10 inbound Technical Support and Early Device teams to structure, position, and allocate technical resources and white glove care. Devise and implement solutions to generate ROI and enhance operational efficiency. Hire, train, supervise, and manage Advanced Technical Support and Early Device Queue specialists. Closely collaborate with managers and leaders to devise and establish optimizations of tools, network planning and installation and systems recovery. Spearhead… Show more Chief leadership of 10 inbound Technical Support and Early Device teams to structure, position, and allocate technical resources and white glove care. Devise and implement solutions to generate ROI and enhance operational efficiency. Hire, train, supervise, and manage Advanced Technical Support and Early Device Queue specialists. Closely collaborate with managers and leaders to devise and establish optimizations of tools, network planning and installation and systems recovery. Spearhead department growth from 35 to 215 specialists. Maintain and support SLA’s, trouble ticket processing, performance indicators (KPI’s) analysis, sales and technical troubleshooting. Lead and administer corrective action process, disaster recovery, and Sprint PCS policies and procedures planning.1 Conceptualized and benchmarked on-line knowledge base to support Advanced Technical Support.2 Instrumental in launch of Early Device Queue.3 Established strategic action plans to ensure synergistic customer satisfaction, quality, and processes. Show less

Technical Support / Early Device QueueChief leadership of 10 inbound Technical Support and Early Device teams to structure,position, and allocate technical resources and white glove care. Devise and implementsolutions to generate ROI and enhance operational efficiency. Hire, train, supervise, andmanage Advanced Technical Support and Early Device Queue specialists. Closely collaboratewith managers and leaders to devise and establish optimizations of tools, network… Show more Technical Support / Early Device QueueChief leadership of 10 inbound Technical Support and Early Device teams to structure,position, and allocate technical resources and white glove care. Devise and implementsolutions to generate ROI and enhance operational efficiency. Hire, train, supervise, andmanage Advanced Technical Support and Early Device Queue specialists. Closely collaboratewith managers and leaders to devise and establish optimizations of tools, network planningand installation and systems recovery. Spearhead department growth from 35 to 215specialists. Maintain and support SLA's, trouble ticket processing, performance indicators(KPI's) analysis, sales and technical troubleshooting. Lead and administer correctiveaction process, disaster recovery, and Sprint PCS policies and procedures planning.Conceptualized and benchmarked on-line knowledge base to support Advanced TechnicalSupport.Instrumental in launch of Early Device Queue.Established strategic action plans to ensure synergistic customer satisfaction, quality,and processes. Show less

Identified emerging markets, technologies and products. Used extensive research and knowledge of the handheld market to further the company into diversified product mix increasing profitability. Analyzed and wrote detailed reports on timeline of technologies, present positioning and future direction of market. Recruited writers for company website, magazine articles. Reviewed products and reported on viability in market.1 Technical Editor of the Unauthorized Guide to Pocket PC by Michael… Show more Identified emerging markets, technologies and products. Used extensive research and knowledge of the handheld market to further the company into diversified product mix increasing profitability. Analyzed and wrote detailed reports on timeline of technologies, present positioning and future direction of market. Recruited writers for company website, magazine articles. Reviewed products and reported on viability in market.1 Technical Editor of the Unauthorized Guide to Pocket PC by Michael Morrison. Show less

Held chief technical position for publishing company producing HP Palmtop Paper and Pocket PC Magazine. Triggered bottom-line savings by devising mailing procedures for the international publications. Increases profitability by launching innovative marketing strategy, PR plans, and events bringing in new advertising streams. Liaised with major suppliers; verified and tracked consumer intelligence, automation, and personnel. Synergized technological/IT processes by streamlining database and… Show more Held chief technical position for publishing company producing HP Palmtop Paper and Pocket PC Magazine. Triggered bottom-line savings by devising mailing procedures for the international publications. Increases profitability by launching innovative marketing strategy, PR plans, and events bringing in new advertising streams. Liaised with major suppliers; verified and tracked consumer intelligence, automation, and personnel. Synergized technological/IT processes by streamlining database and billing system Devised revenue streams, channels, as well as shows/exhibitions to generate and build profitability.1. Designed and built all computers and network LAN2. Launched Website and CDBase product creating new revenue stream. Show less

Ba, Accounting

Aa, Accounting

Bachelor Of Science, Accounting

Winner Sprint Crown Perks 2008