Thomas Heard Email & Phone Number

Provide project leadership for the installation and implementation of audiovisual recording and debriefing platform, SIMStation.

Sarasota, Florida Area

Manage projects and teams involving the installation and implementation of LearningSpace product.

Tampa/St. Petersburg, Florida Area

Responsible for coordinating cross functional teams within the billing organization and with departments throughout the business to complete objectives. Manage multiple key initiatives and track KPIs for critical projects.Key Achievements:•Oversaw the creation and adoption of waterfall project management methodology throughout the three legacy companies acquired during merger.•Coordinated the efforts for key projects including the expansion of public Wi-Fi across all legacy companies and the implementation of a battery backup policy per FCC requirements.

Sarasota, Florida Area

Provided leadership to a staff of 15 developers and IT specialist working both remotely and locally. Responsible for the prioritization of all core business activities including customer support, unique customer projects and software builds, new software releases, testing, and quality assurance.Key Achievements:•Designed and implemented an agile project management approach utilizing estimated sprints and daily scrum meetings to rapidly release software improvements and increase customer retention.•Lead effort to consolidate legacy products into single application and managed marketing campaign to add customers in physical security and regulatory compliance verticals.

Sarasota, Florida Area

Managed a remote team of 20 L1 and L2 help desk professionals to provide technical support and customer service to ISP clients. Conducted technical, customer support and sales training for team members. Tracked key performance indicators for employee reviews and improvement plans.Key Achievements:•Formed and led an unlimited scope advanced troubleshooting squad – providing a new revenue stream and escalation support.•Created and maintained a knowledge base for all employees allowing for quick identification and resolution of commonly experienced issues and situations.

Sarasota, Florida Area

Responsible for the installation, configuration, and maintenance of servers and workstations. Provided general troubleshooting for hardware, software and peripheral devices throughout the organization.