Thomas Davidson Email & Phone Number

Norfolk, Virginia, United States

Collaborate with the founder to develop and execute the academy’s strategic vision.Lead initiatives to expand the academy's programs, partnerships, and influence within the sports and educational community.Identify and explore new opportunities for growth and development.Oversee day-to-day operations, including program delivery, staff management, and facility maintenance.Ensure that all programs and services are delivered to the highest standards of quality and safety.Manage budgeting, financial planning, and reporting to ensure the academy's financial health.Build and maintain relationships with key stakeholders, including sponsors, community organizations, and local schools.Act as the primary spokesperson for the academy, representing its interests at public events and in media appearances.Develop and implement marketing and outreach strategies to attract new participants and partners.Recruit, train, and manage a team of coaches, administrative staff, and volunteers.Foster a positive and inclusive work environment that encourages professional growth and development.Set performance goals and conduct regular evaluations to ensure team members are meeting expectations.

Norfolk, Virginia, United States

As CEO and Founder of Davidson Technology Solutions I leverage my over 25 years of contact center operations and technology experience to deliver innovative and effective solutions for improving customer experience and business outcomes. I work with a diverse and talented team of engineers, analysts, and consultants to design, implement, and manage conversational AI, automation, contact center and digital media projects for global clients across various industries.My core competencies include OMNIchannel Design, Verint Systems Administration, VOIP, Genesys Call Routing and Cloud, Avaya, and Process Improvement. I have multiple certifications in Verint, Avaya, and Genesys systems, and I am always eager to learn new tools and technologies. I have a proven track record of completing projects on time, within budget, and according to customer expectations. I am passionate about enhancing the quality and efficiency of contact center, military and business operations and creating value for both the clients and the company.

Norfolk, Virginia, United States

United States

Charlotte, North Carolina Area

• Performed Application Risk assessment coving business risk to stake holders • Used Microsoft Projects to managed projects• Ensured projects were delivered on time, within budget and met the customer expectations• Managed and documented process changes• Analyzed issues and performance problems that impacted the ability to conduct business Break/Fix Support• Identified applications and systems that require updates and coordinated the implementation with the business• Defined roles and responsibilities and held monthly strategy sessions• Monitored and tested system performance, established issue log, and track resolutions• Designed and developed training materials

Greater Los Angeles Area

• Survey anomalous conversational events that are critical to Gridspace customer segment• Research what anomalous conversational events competitor solutions can’t detect• Implement a comprehensive, first use case library for a financial services client• Validate the success of the use case with client calls and qualitative feedback

Pentagon Heating And Refrigeration Plant

• Responsible for the oversight and performance of all projects as well as all contract matters relating to daily operation.• Managed the performance of all subcontractors, vendors and company employees.• Prepared payment schedules and work schedules to fulfill contract requirements within budget.• Controlled company assets and contract assets in order to minimize cost and maximize profit.• Maintained relationships with all clients including government contacts and executive team.• Obtained experience with Government MEP and industrial plant contracts.

Gaithersburg Md

Documented end to end on-boarding of new customers from contract to successful deployment, training, and acceptance of the BroadSoft system for multiple parallel projects – including project co-ordination, project plans, project governance, status reports, customer meetings, formal meeting reports, scheduling, progress monitoring and tracking, resource assignment, etc.• Ensured projects were delivered on-time, within budget and met the customer expectations.• Project management of escalated issues, feature requests, upgrades and Professional Services engagement.• Identified and mitigated project risks• Developed end to end QA system test plans • Customer satisfaction reporting of certain customer• Order fulfillment and License Management

Chevy Chase, Md

• Coordinated, tested, and implemented applications and technology through projects and initiatives. • Analyzed issues and performance problems that impacted the ability to conduct business Break/Fix Support. • Identified applications and systems that require updates and coordinated the implementation with the business owner. • Created and maintained detailed documentation for how applications configured, managed and maintained. • Troubleshooting connectivity issues of Windows servers to ensure proper functionality and having operational support responsibilities for the call recording systems.• Worked with various Engineering teams and having a strong understanding of their technologies to help facilitate integration and troubleshooting efforts for Microsoft SQL, Cisco telephony systems, fundamentals of networking and firewalls, Security (PCI, PII,), Windows Server 2008, 2012, IIS, Windows 7 Thin clients and desktops, VDI, AD,0020

Charlotte, North Carolina Area

• Ensure compliance with federal laws and regulations for student loans• Develop relationship, act as a liaison, and establish vendor contacts for business line needs with Verint • Research established processes in order to prioritize work and identify needs and options• Monitor and Test system performance, establish issue log, and track resolutions• Maintain vendor documents and requirements • Define roles and responsibilities, hold monthly strategy sessions• Manage changes with Verint process• Played a key visionary role in developing and/or enhancing methodology, messaging and materials related to:o Enterprise Operational Excellence and Capacity Managemento Customer Engagement Optimization tie into Operational Excellenceo Center of Excellence (Strategic Services)o ROI Analysis (Strategic Services)o Short and Long term Strategic Enterprise Consumption Planning

Bloomington/Normal, Illinois Area

• Provides analysis for call center implementation Verint recording project. Setup and train call centers of 1,800 employees and staff members for 11.1 WFO/QM upgrade projects• Managed and conducted training for Verint project deployments. • Met with line of business leaders and created use cases and site surveys. • Organized Verint help desk group set up for new call center• Worked with Cisco VOIP, Verint, XME reporting, MS Office daily.

Charlotte, North Carolina Area

• Identified and coordinated resources for deployment of VOIP phones for CISCO and AVAYA project.• Onsite support for VOIP phone deployment project.• Responsible for ordering and tracking all site inventories of VOIP phones, headsets, and cables. • Determined specific project needs based on call center platforms • Worked with training department on creation of training documentation for VOIP phones. • Extensive travel to each site to oversee project deployment.

Greensboro/Winston-Salem, North Carolina Area

• Multi-site Verint Call Recording System Administrator. Responsible for administration and support for 6 core sites serving 2000 users. Project Manager for multi-site installation upgrade from Verint V9.3 to V11.1• Conducted multi-site training and best practices for all call center staff for Verint V9.3. • Responsible for AES CTI, VOIP support and administration for all core sites.• Primary point of contact and SME for all Verint Call Center IT solution opportunities including installation, implementation, administration and training. Liaison between the business and IT staff in translating complex business needs for Verint application software support. Determined specific Verint software requirements to address complex business needs.• Developed project plans, identified and coordinated resources, involving third party vendors. Worked with and supported Legal and Compliance departments for all call recording needs, special projects, and court cases. • Responsible for using Anchorpoint to provide monthly and adhoc site-wide call reporting and adherence.

English/Language Arts Teacher Education / Film

Education record