Tom Ballentine Email & Phone Number

Indianapolis, Indiana Area

• Responsible for growing client relationships and insuring delivery of contracted services, measured through SLA’s.
• Improved client relationships through daily and weekly meetings with client management
• Oversee all operational services to meet or exceed monthly SLA activities
• Work with CenturyLink remote service providers to insure contracted services are completed, on time and within budget
• Insure all initiated CenturyLink Changes are approved and completed as scheduled.

• Responsible for delivering IT outsourcing service to CenturyLink customers domestically as well as internationally through the use of on-site as well as remote technicians.
• Improved response as well as productivity to exceed contracted expectations of the Service Level Agreement
• Responsible for hiring both temporary and permanent technicians to insure accurate and timely service to end users
• Reduced Service Level Agreement penalties by reducing ticket volume and aging through a combination of coaching and working with other resolver groups
• Attend weekly meetings with CIO and other top executives to report on progress

Responsible for managing Field Service Engineers providing software and hardware service to customers in multiple states to include installation, configuration, training, technical support and escalations.Negotiated the renewal of maintenance contracts worth in excess of $1 million with major healthcare customersCoached and mentored System Engineers to.

Responsible for managing up to 20 Field Service Engineers providing digital solutions including system integration, preventative maintenance and technical service in multiple Midwest states.Worked closely with sales, customers and service team to provide Project Management support on numerous installations to include: Visio drawings Customer documentation.

Responsible for hiring, training, coaching, and mentoring up to 19 field engineers, software consultants and application programmers in the Chicago metropolitan area.Transformed my staff from a break-fix to a consulting services team to increase annual revenue by 15%Reduced parts inventory costs by $300,000 annually while maintaining customer.

Bachelor Of Liberal Arts, Business Management

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