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.• Use user story format to define business requirements for development.• Participate in sprint planning with scrum masters and other individuals in development.• Work with product owners and development to covey and iterate through business requirements.• Identify, develop, and nurture external partnerships that help compliment product offerings.• Collaborate with sales, professional services, marketing, and external partners on product launches and enablementactivities.• Use tools such as Aha!, Jira, Confluence/Wiki, Lucid, and Gainsight.

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.• Used various project tracking tools like SharePoint and Smartsheet to ensure tasks and milestones were met.

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 and data migration using Dell Boomio File based inbound and outbound data feeds—flat files or XML based using SFTPo Other technical integrations such as Single Sign-On, LMS third party content, or recruiting/HR applications• 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• Managed all KPI reporting to ensure team and individual SLAs were met• Responded to and handled escalation requests from customers• Mediated and resolved issues that arose with personnel

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 • Liaison to the Customer Success group to report customer feedback and major system issues• Tracking and managing of all requests through Microsoft Dynamics CRM• Responded to customer requests for assistance by phone and e-mail

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