Tom Carroll Email & Phone Number

Shirley, MA, US

Boston, Massachusetts, United States

• Champion organization-wide standards, process optimization, and tool automation
• Create, monitor, and analyze metrics pertaining to the Go-Live environment
• Supervise unique projects across multiple systems within the Fuze Support ecosystem
• Oversee the preliminary development of Salesforce enhancement requests
• Technical consultant to the Customer Optimization Project Management Organization

• Provided consistent, predictable and high-quality support for customers during their go-live phase
• Oversaw the process of customers transitioning to support post go-live
• Served as the escalation point for go-live support issues
• Set individual goals, and coached & mentored team members to ensure they were achieved

Greater Boston Area

• Oversee solution design, project delivery, and transition to support for Fuze’s existing customer base
• Identify program level go-live pain points and author solutions to improve the customer go-live experience and transition to support process
• Facilitate and lead cross-functional collaboration and development to improve internal operations with significant focus on automation opportunities
• Lend support to pre-sales engagements to assist with scoping of solutions and project scope

• Direct liaison between the World Wide Customer Support Organization & the Product, Engineering, and Development teams
• Establish, document, and implement internal and cross departmental policies and processes
• Manage the Tier 4 Escalation queue and delegate issues to the appropriate Tier 4 UCaaS Engineer
• Developed multi-variable task management strategy within JIRA
• Integrated management strategy with Looker to optimize team workflow

• Managed team of 15 Provisioning Analysts & Onboarding Engineers
• Managed Provisioning queue and project workloads
• Supervised escalations from projects within the design, implementation, and onboarding phases
• Designed customized solutions for customers with unique business requirements
• Provided knowledge and support to internal teams including Sales, Customer Success, Project Management, and Customer Support
• Authored internal & customer facing training material

• Managed a large number of concurrent provisioning projects
• Provided status reporting to project management regarding customer account provisioning and related issues
• Served as a mentor to provisioning engineers and analysts

• Executed on defined provisioning processes, checklists, and quality assurance mechanisms
• Ensured that the technical tasks in the provisioning process were handled quickly and efficiently