Thomas Dolan Email & Phone Number

Redwood City, California, US

Des Moines, Iowa, US

New York, NY, US

New York, NY, US

New York, NY, US

New York, NY, US

Morristown, New Jersey, US

• Managed a team of 15 Tier 4 and Continuing Engineering engineers that responded to customer found defects in Generally Available products used by millions of end users. Products included softphones, mobile applications.
• Delivered 6 Service Packs to the market on 4 different GA products as well as numerous hotfixes and patches made available to specific customers on 14 different GA products.
• Reduced aged escalations across the portfolio by 87 %.
• Developed policies and procedures for new remote Continuing Engineering team to integrate with existing Design team.
• Resolved 5 executive escalations with CEO sponsorship that had multi-million dollar revenue impact.

Morristown, New Jersey, US

• Managed multiple teams of QA Engineers working on 8 different unified communications products including server based products as well as mobile clients (iOS, Android, Blackberry). Responsible for test plan creation.
• Delivered 3 major releases and numerous service packs for Unified Communications server based product as well as associated mobile clients.
• Delivered major release and 3 service packs for desktop softphone.
• Oversaw creation of common automation framework used by multiple products in the portfolio.
• Transitioned work from in house QA team to remote outsourced team working on desktop softphone.
• Oversaw automation of test cases for desktop softphone client using Sikuli. Automation went from less than 2% of overall test plan to more than 20% of regression and functional test cases.

• Start up company acquired by Avaya, Inc. in 2006. As this was a small company with less than 20 employees I was asked to take on many different roles and responsibilities. These included managing team of QA engineers.
• Installed multiple production and test PBX systems including Avaya Communication Manager and Modular Messaging, Cisco Call Manager and Unity, and ShoreTel IP PBX.
• Negotiated pricing for, purchased, Installed and maintained RIM Blackberry Enterprise Server.
• Managed test team responsible for obtaining Cisco Certification for enterprise Unified Communications product.
• Project managed and performed multiple customer installations of Unified Communications product.
• Created end user and administrator documentation, User Guides, Provisioning Guidelines, Trouble-Shooting Guides.

• Responsible for overall retail store operations, including Profit and Expense, Meeting Sales quotas, hiring and training, inventory management, employee development and coaching.
• Achieved highest activation rate of all store locations in Northern California.
• Recognized as a hands manager who put a large emphasis on ensuring a quality customer experience.
• Received recognition for high audit scores which focused on inventory management, cash management, security of customer information, overall location security.

• Responsible for managing a team of 15 customer support and provisioning/activation specialists. Main interface for the NOC team of technical engineers. The company was acquired by AOL in June of 2001 when the majority.
• Regularly exceeded service level requirements for resolving customer issues.
• Prime contributor to requirements for customer self provisioning web tool.
• Received recognition for high audit scores which focused on inventory management, cash management, security of customer information, overall location security.

• Worked as a project director on sales portals for the various SBC Wireless holdings (SWBT Wireless, Ameritech Wireless, SNET Wireless, Pacific Bell Wireless). Coordinated diverse teams to drive to agreement for common.
• Launched the eCommerce / consumer web sites for all of the SBC wireless properties for end users to purchase new and upgrade services.
• Managed the creation of requirements for corporate “extranets” provided to large enterprise customers.
• Managed person who filled my role in previous position

Was the market System Administrator for the Western United States. Gathered system requirements from the market, acted as system subject matter expert, resolved technical issues, created bugs. Was promoted from this job to Project Director.

• Responsible for regional warehouse that acted as a feeder for regional direct sales locations, retails stores, and direct customer shipments throughout California.
• Implemented program to ship pre-activated mobile phones to customers purchasing through affiliate and rewards programs.
• Responsible for managing inventory in excess of 15 million worth of mobile phones and accessories with a variance of less than.0005%.