Thomas Do Email & Phone Number

New York, NY, US

• Use various Pragmatic Institute principles and Agile practices throughout day-to-day responsibilities.
• Conduct market and customer research to understand the buyer and user personas related to the HR,talent acquisition, and onboarding space.
• Understand the problem space that the market or customers have.
• Define and promote product strategy and roadmap including product positioning and vision for talent acquisition andonboarding products.
• Launch new features to market based on market research, trends, and customer feedback, such as interviewscheduling, candidate experience, APIs, partner integrations, and others.
• Define and understand the various user personas that leverage the product.

New York, NY, US

• Led and consulted complex and multifaceted organizations to go-live of human capital management solutions.
• Collected, documented, and interpreted customer business requirements and provided a prescriptive approach.
• Provided industry leading practices to customers in relation to system capabilities and specificity.
• Served as a customer advocate during the project delivery lifecycle.
• Provided project sponsors and executives proofs of concept throughout the project lifecycle.
• Engaged with Product Management and Development on customer enhancements and issues.

New York, NY, US

Plano, Texas, US

• Consult and implement integration projects with various human capital management (HCM) systems such as Cornerstone OnDemand and Saba including:o Web Services/APIs—SOAP and REST (including OData)o Data transformation.
• Gather and document customer business requirements to meet project scope while adhering Software Development Lifecycle (SDLC) best practices
• Engage and drive customers towards business decisions that influence overall integration functionality
• Maintain customer relationship during the implementation/service delivery lifecycle
• Work closely with Functional teams to ensure client integrations meet business and system requirements
• Provide Subject Matter Expert (SME) level information to support scoping efforts for Functional and Sales teams

Plano, Texas, US

Plano, Texas, US

Coppell, Texas, US

• Implemented complex and high value customer projects for various lines of business
• Executed lean and continuous process improvement methodologies that identified business process gaps and initiated successful solutions
• Used statements of work to ensure deliverables met customer project requirements
• Redesigned customer project flow that resulted in higher efficiency and seamless implementations
• Migrated lines of business to a workflow management system in order to better scale and measure project output
• Coordinated with cross functional teams to ensure execution of customer projects were completed according to scope

New York, NY, US

• Developed a cross training program to ensure analysts can support all products
• Developed a QA system to ensure each analyst provided timely and proficient support
• Coordinated and created a customer go-live document used by the Customer Success group
• Liaison to the Customer Success group to report customer feedback and major system issues
• Created and managed schedules for a group of ten product support analysts
• Created and maintained processes in Microsoft Dynamics CRM to streamline support workflows

New York, NY, US

• Acted as team lead over a small group of support analysts
• Coordinated with Development group to resolve system issues with new software releases
• Project lead over support phone system changeover—Asterisk PBX to Mitel
• Project lead over redesign and implementation of support queue monitors
• Project lead over implementing and executing updated as well as new KPIs to achieve SLAs
• Updated the design of the system used to update Client KPI, integrated into Microsoft Dynamics

Richardson, Texas, US

• Served as a mentor to a staff of 20 Help Desk Specialists
• Coordinated with multiple information security groups over data security issues with users
• Managed, created, and maintained training documents tailored to end-users and internal staff
• Served as point person for the Manager of Help Desk for special projects
• Responded to user requests for assistance by phone, e-mail, and live web chat

Richardson, Texas, US

Bachelor Of Arts (B.A.), Professional Development

Biology/Biological Sciences, General