Thomas Baker Email & Phone Number

Cleveland, Ohio, United States

Seattle, Washington, United States

• Lead new Engineering team built for testing new hardware, software, and tooling used by the Amazon Just Walk Out (JWO) physical stores group. Direct a team of 10 engineers, technical writers, and process auditors.
• Improved team productivity while reducing staffing by automating key processes.
• Led ITSM improvement efforts resulting in a 65% reduction in Mean Time to Resolve per incident.
• Revamped Change Management policies and workflows for 10 Seattle sites reducing High Severity events from 2 per month to 0.
• Enhanced decision-making capabilities for the Finance and executive teams by implementing a cost model for product rollouts that provided more accurate reliability, labor cost, repair costs, and installation time.
• Designed and implemented metric dashboards and KPI reporting process using PowerBI and Amazon Quicksight that improved team OE efforts by quickly identifying trends for deeper analysis.

Cleveland/Akron, Ohio Area

• During this period, I directed IT infrastructure and end-user device implementation, support, and retirement, project planning and performance, strategic planning, and more for 60 separate locations in the eastern US.
• Managed the build and implementation of IT facilities for more than 44 warehouse, logistics, and delivery centers in Canada, including the installation of all end-user equipment.
• Reduced trouble tickets and MTTR by establishing a 10-person Operational Excellence team that introduced a data-driven process for determining and evaluating continuous and process improve opportunities.
• Dramatically improved Severity 3 tickets (24 hours to resolve SLA) compliance.
• Carried out a complete updating of the Operations Technology-IT Diversity, Equity, and Inclusion (DEI) program.
• Saved millions of dollars by creating an enterprise inventory control plan for Canada that eliminated redundant purchases.

Guelph, ON

• Following the acquisition of Boyle by AECOM, my responsibilities expanded to include the management of all workflows, IT infrastructures, and end-user devices throughout North and South America (250 locations, 17,000.
• Led the rollout of a 10,000-node VoIP across 200 locations in North America.
• Achieved reductions in maintenance and service costs by renegotiating the Cisco agreements.
• Lowered telecom costs by eliminating excess lines and consolidating long-distance with SIP trunking.
• Cut spending through vendor negotiations and network streamlining.

Orlando, Florida, United States

• In this position, I oversaw network, PC, and server support for 22 locations in the US. I supervised a staff of 18 direct and 22 indirect reports and held responsibility for project management, infrastructure, business.
• Dramatically improved efficiency by implementing a new IT ticketing system and incident response team.
• Provided all IT integration services during multiple mergers and acquisitions.
• Slashed data costs by consolidating programs and processes.