Thomas Hughes Email & Phone Number

Remote - Canada

Remote - Canada

- Managed a portfolio of 10 mid to enterprise level production customers, responsible for leading and implementing changes in Xactly’s suite of products. - Helped companies transform their sales compensation organizations by providing expert guidance to improve operational efficiency, optimize and automate business processes, and enable end users.- Acted as a primary point of contact for clients at the director level and above, becoming a trusted advisor and solutions architect, as well as an advocate on the Customer’s behalf within Xactly Product Management.- Led several internal process improvement initiatives to provide the Xactly Technical Accounts team with tools to automate customer dashboards and system health checks allowing them to better prioritize their time and manage their portfolio of customers.

275 Frank Tompa Dr, Waterloo

- Utilize knowledge of systems and data to create analytical reports on plan performance, accrual accuracy and plan demographics.- Primary resource for analysis, management, and maintenance of Variable Compensation & Internal Financial Systems. Identify, support and implement system improvements. Responsible for design, build and testing of different configurations to ensure compliance and integrity of data.- Completing analysis on new and amended variable compensation plans, ensuring compliance with vendor system capabilities.- Updating system formulas, plan documents, report templates, and customizing to meet customer needs.- Developing test plans, test cases and overseeing testing activities.- Providing guidance on system issues, upcoming changes, data feeds and analytics.- Work closely with the vendor to understand and influence upcoming releases and to ensure resolution to reported issues.

88 Queens Quay West, Toronto

- Managed synthetic monitoring solution for Digital applications. This includes scripting synthetics, creating/tuning alerts, and analyzing and reporting on performance of our applications. Synthetics allow us to be proactive and alert us to issues clients may be experiencing before they reach out to our contact center.- Executed migration from DynaTrace AppMon to DynaTrace Managed for application performance monitoring. This included training support team members on the new tool as well as configuring alerts and dashboards to aid support teams.- Implemented and maintained Splunk as a log aggregation tool for Digital Banking. This included setup and maintenance of servers, training of support staff, and implementing advanced functionality such as single sign on.

88 Queens Quay West, Toronto

- Developed and helped institute a standard reporting practice across Technology and Operations with respect to incident management.- In charge of leading weekly meetings with multiple application custodians to obtain and review all information with respect to incident management.- Provide executives with weekly and monthly reporting on all incidents across multiple applications with in depth information on outage duration, client/business impact, mitigating actions, root cause analysis and monitoring gaps.- Provide executives with monthly metrics pertaining to Mobile and On-line Banking performance, providing accompanying analysis as well as out lining key trends.- Extremely proficient in Microsoft Office, specifically in Excel and Access, using those skills to make advanced databases and functional reporting templates. - Proficient in SQL working with Technical Systems Analysts to create queries for ad-hoc data requests.

315 Front Street West, Toronto

- Assist project managers to ensure all employees are allocated fully in MIS.- Provide reporting to highlight gaps in employee allocation and assist project managers in filling those gaps.- Provide executives monthly roadmap of current projects as well as status updates.