Thomas Otte Email & Phone Number

Lexington, Massachusetts, United States

Boston, Massachusetts

Greater Boston Area

Greater Boston Area

Boston, Massachusetts

● Responsible for supporting systems and services throughout the company● Setup and management of support vendors and contractors ● Implemented a world class service desk ticket system and built up the system to provide solutions for: support tickets, Change Management, Asset Management, etc.● Write and implement processes and procedures for systems/services as well as on-boarding/off-boarding, and other employee management from a support system role.● Provide training for on-boarding employees as well as key systems● Maintain SLAs and customer satisfaction● Creation of support guides and how to documentation for both technicians and end users● Mobile device management (Configuration, Deployment, Recovery)

Lexington, Massachusetts

● Managing a team of 10 tier 3 support technicians supporting over 1000 employees● Ensured quality of services, process improvements and additions of service to the client● Maintained SLAs and customer/client satisfaction● Worked directly with clients and vendors to troubleshoot, improve, and further systems and service.● Managed tickets and reduced ticket backlog, asset management, schedules, customer relations, and projects● Collaborated with the client and customers to determine needs and areas of improvement and implemented them.● Played a key role in a major restructure that greatly increased technician performance and services quality to the client● Performed training to both employees and clients on various systems and services● Documented troubleshooting methods, system usage, and how to guides for both the client and employees● Manage IT projects for software and hardware upgrades, support, and quality control. ● Perform scheduling, performance reviews, asset, and vendor management.

● Simultaneously performed Technical Account Supervisor duties for up to three clients (Cubist Pharmaceuticals, Incyte Pharmaceuticals, Horizon Pharmaceuticals) ● Managed teams of technicians responsible for solving advanced computer issues● Served as technical point of contact for clients, managing client relationship when Client Manager was unavailable● Trained technicians and conducted performance reviews● Educated client’s employees on the use of the hardware and systems.● Assisted with several hardware and software rollouts, offering C3i services when the opportunity arose

● Provided technical support for desktop hardware, software, mobile device hardware and networking issues● Performed technical support for client’s national sales meetings ● Implemented roll-outs of new hardware and software packages● Performed Technical Account Supervisor duties when they were unavailable● Documented problem solutions

Uxd - User Experience Design

Cyber Security & Networking

Cyber Security & Networking