Thomas Jerome Email & Phone Number

Atlanta, Ga

Service electromechanical equipment like ATMs and self-checkout systems within an assigned territory—with the goal of keeping our customers completely assured and satisfied. • Oversee hardware maintenance, installation, network management, multi-vendor maintenance, and software support. • Unleash your manual skills on products like peripherals, large system printers, plotters, enterprise level servers, communications equipment, networks, and item processing sorters. We’re talking Ethernet, Token-Ring, StarLAN, NetBIOS, X.25—the whole gamut. • Build great working relationships among colleagues and customers based on our customer Service Level Agreements (SLAs). When issues come up, your job is to respond them by either handling them, or by pulling in the proper associate, team member, or territory manager who can. • Perform maintenance repair and system overhauls as a matter of routine (like modular swaps and unit replacements). You’ll surely always be on the lookout for preventative measures you can take to correct any and all technical problems before they happen. • Capture customer information so that we can complete any invoicing, as well as stay in contact to ensure we’re providing the best possible service.

Hartford, Connecticut Area

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, software issues. Documents, maintains, upgrades or replaces hardware and software systems. • Supports and maintains user account information including rights, security and systems groups. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. • Determines and recommends which products or services best fit the customers' needs.

Hartford, Connecticut Area

Receive and respond to service requests and proactively manage preventive maintenance (email, fax, Fusion, phone), document all interactions with customers and service contractors, and follow up (Customer Satisfaction Surveys) to ensure work is completed timely, accurately and within required customer service level agreements.Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customer regarding status of services, time estimations and cost. Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs.Review scope of work and pricing, negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers.Review key metrics and performance indicator reports to identify areas of focus. Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements.

Newington, Ct.

Help customers troubleshoot/repair copiers, printers and printing issues over the phone. Receive and record/assist with clearing calls from customers and /or other interested parties (Sales Reps. CSR's etc.) Dispatch Field Service Technicians to service calls by determining the nature of the call and the expertise of the Service Tech, location of call, and customer priority Update call records with status work order Process final work orders in order to update inventory control, parts, and data to capture for later analysis of customers, equipment and techs. Schedule supplies and parts as needed - for customer and service techs Maintain a daily list of available technicians Convey a high level of professionalism, patience and efficiency so as to minimize customer anxiety and maximize customer loyalty Recognize marketing signals that may arise during a service call, and communicate them to Sales Department for potential upgrades or new placements Run daily tracking reports on technician activity to ensure the highest levels of productivity. Run technician mileage reports for payment and mileage audits for accuracy Keep Dispatch Supervisor informed of any problems Perform other duties as required.

Waterbury, Ct.

Glastonbury, Ct.

Consult with new entrants on compliance of federal regulations in the transportation industry.

Provide continued increase in advertising revenues through new business development and secure renewal advertising, as well as offering superior customer service with ongoing customers.Act as an advertising consultant to customers by cold calling local businesses. Provide lead generation through cold calling and online research.

Provide outstanding service to customers using WebStrat, WinStrat, and EASYGroup applications which are used for coding and prospective payment of inpatient and outpatient hospital claims.

Provided top level systems administration, process improvement and technology integration leadership for this $100MM manufacturing organization; Teamed with Manufacturing Department to perform root-cause analysis and process improvement evaluations using Kaizen methodologies; identified needs and implemented automated business processes to increase productivity and efficiencies across the board.Provided oversight and leadership for all help desk operations supporting 500+ end-users; effectively managed a high volume of requests for IT upgrades, implementation, end-user training and troubleshooting procedures.KEY ACCOMPLISHMENTSMaintained 98% uptime for all Enterprise Resource Planning (ERP) and document imaging (OnBase) systems; collaborated extensively with internal business units to define and support ongoing business needs while aligning day to day IT activities to continuous process improvement initiatives. Championed the development and implementation of an innovative bar coding systems allowing Technical Teams to scan outgoing parts, increasing inventory accountability, decreasing time commitment and saving over $1MM annually in labor costs.Gained reputation as a highly knowledgeable and skills professional with the ability to translate and disseminate complex technical information to audiences of all levels. Instrumental in leading IT audits to ensure optimized compliance with SOX requirements; prepared detailed monthly reports regarding issues, deficiencies and opportunities.Spearheaded the acceptance and implementation of Kamatics' operational efficiency principles; reduced labor costs by 20% and increased timeliness of gage calibration processes by 80%.Served as key team member tasked with implementing industrial and financial ERP systems; led launch and subsequent implementation of 5S Program to enhance efficiencies, productivity and profitability results, companywide.

Wethersfield, Ct

Provided computer consulting and technical support services to the State of Connecticut’s Department of Transportation consisting of up to 1K employees. Repaired, maintained and troubleshot hardware and software related issues. Performed memory, processor and motherboard upgrades in addition to fixing problems impacting printers and Interrupt Request Lines (IRQs). Coordinated the installation of other hardware products, including CD ROMs and soundcards when needed.

Provided computer consulting and technical support services to the State of Connecticut's Department of Transportation consisting of up to 1K employees. Repaired, maintained and troubleshot hardware and software related issues. Performed memory, processor and motherboard upgrades in addition to fixing problems impacting printers and Interrupt Request Lines (IRQs). Coordinated the installation of other hardware products, including CD ROMs and soundcards when needed. Met and exceeded customer expectations by continuously ensuring the prompt delivery of high-quality technical support and computer consulting services.

Bloomfield, Ct.

Supported transportation software for the commercial transportation industry and the company call center. This included software installs, upgrades, troubleshooting discrepancies in results and general questions the customer may have.

Rocky Hill, Ct.

Call center support at Ames Department Stores supporting the retail stores technical issues that included POS issues, offline situations, hardware and software support. Opening and closing procedures, dispatching for break and fix situations, escalating to appropriate departments for the more complex situations.

Bachelors, Management, 3.8

Activities and Societies: Magna Cum Laude

Bachelor Of Science, Business Management

Diploma, Computer Electronics, 3.9