Abin Thomas Email & Phone Number

Austin, Texas Area

•Work with HR to recruit and hire great members into the WellSky Technical Support team.•Manage direct reports effectively, including training needs, coaching, praise, and official warnings via one-on-ones and ad-hoc meetings.•Work with Sales, Finance and Account Management on customer escalations, providing proper communication internally and externally throughout the process.•Work with Development and Product to present critical customer needs and concerns.•Work with DevOps, IT and Product on system issues and downtime communication with customers.•Work with third-party vendors regarding supporting software changes•Provide insight into the efficiency and quality of the support organization via daily, weekly, monthly, quarterly and annual reporting.

• Managed multiple support teams (consisting of Tier 2 and 3 employees, Software Support Specialists and Team Leads) across various Hospitality products working in real-time.• Worked heavily within MS SQL (CRUD Operations) in tandem with Product, Dev, AppOps and DevOps teams.• Coordinated and facilitated training and orientation for new technology users(internal/external).• Handled key meetings with high-profile clients and worked towards custom solutions for their business needs.• Advised HR counterparts on staffing needs and participated in hiring and training process.• Managed departmental budget relating to spending on equipment and staff salary increases.

Fort Worth, Texas