Tom Tyler Email & Phone Number

Durham, North Carolina, United States

In this role, I am responsible for supporting the company's long-term strategic and business goals by overseeing the development of mission-critical applications and technology. It is worth mentioning that I steer the implementation of technology and data-related best practices throughout the organization. I involved myself in multiple functions, such as risk management, resource allocation, and project prioritization as well as research, testing, and recommendation of new systems, software products, apps, and other IT-related services. One of my key assignments is devising and deploying strategic implementation plans in coordination with the Information Systems Manager and department managers.Notable Contributions & Projects:• Developed a three-year plan for a complete overhaul of ASE systems, website, IT security, and interdepartmental practices including attendant budgets and requirements documentation as needed.• Implemented AppRiver Email Threat Protection, Encryption, and Backup services.• Rolled out Bill.com system for overhauling all financial processes in accordance with CEO's wishes.• Created uniformity and company branding in all email communique by deploying CodeTwo signature platform.• Established contract with KnowBe4 to enact company-wide security training, phish testing, and AI/machine learning alerting and reporting mechanisms.• Achieved higher uptime and improved SLA by upgrading internet from small business cable connection to dedicated fiber circuit.• Minimized time to deploy new IT hardware and increased security by executing Intune and Autopilot in Azure.• Developed, beta-tested, and launched EchoGuide App for web (https://echoguide.asecho.org/), Android, and iOS stores.• Aided web developer in redesign and functionality upgrade of ASE guideline website, https://www.asecho.org/guidelines-search/• Ensured interoperability and stability across various systems by integrating technology into all areas of Society's work.

Greenville, North Carolina Area

Streamlining various ongoing operations by providing strategic vision and leadership for procurement, implementation, and various enterprise systems and applications. I would like to state that I plan and execute effective technology strategies and roadmaps aligned with the company's overall strategic objectives in collaboration with business leaders. Along with many other functions, I cultivate strong relationships with all external vendors for ERP, Web Services, IT Services, ISP, and VoIP as their single point of contact, and perform effective negotiations.Notable Contributions/Achievements:• Decreased phone budget by 40% by transitioning to Allworx VOIP phone system.• Acquired ISO 9001 certification by developing robust Quality Management System.• Added to revenue stream by initiating design and development of an eCommerce strategy and managing catalog content.• Facilitated 3% of dead- stock sales in a year by creating and maintaining Amazon account as part of eCommerce initiative.• Ensured uninterrupted business operations during Ransomware attacks by performing quick diagnostics and repairing database using hex editing and Stellar Phoenix thereby preventing loss of data.

Raleigh, North Carolina, United States

I was entrusted with administering end-to-end activities involved in maintaining optimal services/support of three departments to over fifty clients in line with SLA. I enhanced the satisfaction and retention ratio by fostering relationships with all customers. Furthermore, I accelerated technical services team growth by leading talent acquisition and performance evaluations. I also oversaw all operations of the team to surpass expectations in performance, billing, and defined metrics.Notable Contributions/Achievements:• Boosted professional development by participating in leadership summits and meetings.• Enabled seamless flow of escalation and information by streamlining ticket escalation process.• Communicated horizontally and vertically across organization to notify of outages and emergencies.• Complied with industry best practices by devising and deploying robust internal policies, procedures, and systems.• Collaborated cross-functionally with project manager to rationally allocate scheduled technical services team members for projects and onsite visits.

Greenville, North Carolina Area

I was responsible for delivering unparalleled IT and functional services to commercial and residential customers which includes designing and maintaining the company website, providing custom virus, and malware protection solutions, and disaster recovery planning and testing. I was tasked with performing computer and equipment assembly and installation, diagnosis and repair activities, user training, webmail client configuration, and cloud hosting. I also managed accounting and payroll activities to ensure accuracy and efficiency.Notable Contributions/Achievements:• Maintained adherence to SLAs while closing requests with minimal turnaround time.• Ensured client satisfaction through prompt and courteous responses and service fulfillment.

Winterville, North Carolina

• Drafted revisions and updates to customer service policy and procedure manuals which led to a 8% increase in first call resolution• Designed and delivered training on a completely new job process to 120 team members to ease the absorption of the process from another department resulting in a smooth transition • Analyzed root cause errors and summarized results; developed action plan which increased reduced errors by 3%

• Delegate responsibility by manager to report on sensitive topics to multiple levels of executives with appropriately tailored levels of detail• Worked as part of the Resolutions Handling team to ensure de-escalation of sensitive cases involving multiple lines of business reducing resolution time by 30%

Master Of Business Administration - Mba, Business Administration, 3.91

Bachelor Of Science (Bs), Management Information Systems, General, 3.97

Activities and Societies: Beta Gamma Sigma Phi Kappa Phi Golden Key Honour Society