Thomas Mullin Email & Phone Number

California, United States

San Jose, California, United States

Senior Program Manager, Cybersecurity - SDS (Software Development Support)Spearheaded the SDS team, serving as the primary interface to Customer Support, Engineering, and Deployment Services. Directed efforts in identifying trending issues and effectively managed releases of escaped software defects using Agile methodology. Additionally, I led the team in Cyber Security and Threat Detection service incident management to ensure proactive resolution and customer satisfaction - Following BlackBerry's acquisition of Cylance Inc in 2019, I spearheaded efforts to converge support processes and deployment models to better serve mutual customers. This involved aligning existing BlackBerry procedures with Cylance's products and services, culminating in the establishment of an Incident Management process.- Crafted a portal utilizing JIRA to furnish executive status updates and establish a centralized Confluence repository for real-time stakeholder access to project statuses. Orchestrated post-incident "lessons learned" sessions, leading to substantial enhancements in Change Management practices and a 15% reduction in cloud deployment and customer-impacting incidents- Program managed multiple Atlassian JIRA and Salesforce.com system integrations as corporate acquisitions were completed, resulting in significant cost savings due to workflow streamlining. This included collaborating across departments (IT Services, Sales, Product Design teams) with hard deadlines, moving from an on-prem hosted service to a public cloud deployment with the added challenge of merging/optimizing JIRA workflows between vastly different JIRA projects. Additionally, I worked with 3rd party Salesforce plugin vendors to enable BlackBerry’s support teams to leverage an escalation path and automated JIRA ticket creation.

Mountain View, California, United States

Senior Technical Program Manager - FIRST (Field Incident Response/Support Team)Led the FIRST team as the liaison between Customer Support, Sales, and Engineering for all defect escalation/mitigation for enterprise server and wireless application products. As the key stakeholder for iOS/Android/Windows Application Release planning, I oversee the coordination of development, testing, and deployment activities to ensure timely and successful launches of our mobile applications across all platforms.- As the prime owner, I led urgent and high-leverage customer engagements, orchestrating 'War Rooms' that demanded real-time engineering presence. These critical incidents frequently involved Fortune 500 customers or substantial sales prospects. My pivotal role in managing these situations led to numerous success stories with key clients, including JP Morgan, Bank of America, US Air Force, and United Healthcare. By effectively addressing their concerns and demonstrating the value of our solutions, I played a significant part in building confidence with these clients, ultimately influencing their decision to remain with our company rather than migrating to a competitor's solution. This contribution earned me recognition as a key contributor to our company's success.- I championed the utilization of Key Performance Indicators (KPIs) and data metrics within the FIRST team to proactively prevent issues with Early Availability software upon its public release. Using Salesforce and JIRA, I tracked and analyzed support metrics including response times, resolution times, ticket volumes, and customer satisfaction ratings. Additionally, I compared support metrics against engineering targets and collaborated with departments including product development, sales, and marketing to gather context and feedback for KPI creation.- Responsible for on-call teams following best practices, and assurance that customer SLAs were met.

Redwood City, Ca

Team Lead, Enterprise Technical Support - MVS (Mobile Voice Suite)Successfully staffed and led 1st and 2nd tier Voice over IP enterprise technical support teams across multiple global locations including Waterloo/Halifax (Canada), Irving (TX), Redwood City (CA), and Singapore, totaling 10 to 16 members each. - Deployed Kepner-Tregoe processes to provide a structured framework for problem-solving and decision-making, enabling the MVS team to approach complex issues in a systematic and logical manner. - Established KCS methodology for capturing, organizing, and sharing technical knowledge to enable efficient problem resolution and skill development within the team. - Collaborated effectively with third-party vendors such as Cisco, Nortel, and Dialogic to expand support capabilities and address specific technical enhancements. - Worked closely with key stakeholders including BlackBerry Partners, Early Availability Program group, Business Development, and Product Management to strategize and execute new product support plans

Santa Cruz, California

Manager, Technical SupportCreated a world-class support organization from scratch, in a highly cost sensitive Wireless Application company, building a reputation for excellence among our 1000+ enterprise customers. Grew team from 1 Support Engineer to 4 Engineers + 2 Senior Engineers working in a 3 tiered system with interfaces to Engineering for bug reporting/fixing and Sales Engineering Support. - Instituted Defect Ticket/Escalation procedures and measurable tools to report Customer Satisfaction, and export information from the Salesforce.com Case System to development teams to minimize support overhead.- Provided direction, guidance, and support to technical support teams across different locations.- Managed resources effectively to meet service level agreements (SLAs) and support business objectives within budget constraints.