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.
• 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.

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.
• 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.
• 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.
• 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