Thomas Powers Mba Email and Phone Number
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Leadership through effective communication with staff and user community. Empasize and train teams they are a internal client service organizations and the user community is the primary client. Develop the staff's critical thought processes as opposed to a mechanical approach so teams focus on problem resolution, not symptom remediation. Implement new technology when there is a benefit to the business.Specialties: IT Service Desk Management. Effective at communicating to Leadership how technology will improve or adversely affect operations..
Fresenius Medical Care
View- Website:
- freseniusmedicalcare.com
- Employees:
- 33958
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Sr Manager Major IncidentsFresenius Medical Care Nov 2022 - Present
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Business Process ConsultantAccenture May 2022 - Dec 2022Focused on the Service Now platform -
Technical RecruiterWhitridge Associates Dec 2021 - May 2022Massachusetts, United States -
Information Technology Service Desk ManagerSig Sauer, Inc. Aug 2021 - Nov 2021Newington, New Hampshire, United States -
Application Helpdesk ManagerFresenius Medical Care North America May 2016 - Aug 2021Lexington, MaManage 16-person call center team focuses on providing accurate and timely application support for nearly 3,000 dialysis clinics throughout the Unites States. Call center team provides application support to remote clinics operating various chronic kidney disease treatment systems as well as corporate application support for payroll, finance, regulatory, and security functions. Also manage 5 person recovery management team that identifies technical issues, assembles the appropriate technical crisis team, maintains open communication lines to leadership, and completes root cause analysis post outage.
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Global Support ManagerAvid Technology Jan 2015 - May 2016Burlington, MaManage 6-person frontline desktop support team in a 24x6 follow the sun support model. Techs were located in Munich, London, Burlington, Mountain View, and Tokyo. Hands on lead for executive leadership support requests. Ensure agreed Service Level Agreements were maintained. Managed Avid’s Microsoft licensing agreement and desktop hardware configurations.• Primary US point of contact for all Service Now questions after company wide roll out. • Using Service Now, implemented automated daily, weekly, and monthly metric reporting for desktop, system, and network managers.• Provided technical support for Avid special events such as quarterly CEO webcast, periodic on-site sales training, and NAB show booth in Las Vegas.• Trained frontline staff in advanced Apple OSX and IOS support.• Implemented monthly support review meetings with Workers’ Council teams in German and French offices. -
Support Services Manager5 Star Senior Living Jan 2013 - Jan 2015Watertown, MaManage four Level 2 Support analysts and outsourced Level 1 support in call center environment supporting 13,000 users in 3 diverse business groups: commercial real estate, medical, and hospitality. Actively manage incident,request, and task queues to ensure equitable workload and timely issue resolution. Manage Knowledge Base article library for Level 2 and remote level 1 techs. Create daily, weekly, and monthly metric reports from Cisco ACD and Service Now systems. Administer REIT's Tandberg video conference system.
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Desktop Support ManagerInteractive Data Sep 2002 - Feb 2012Bedford, MaFirst Line Support Manager Provided strategic leadership and mentoring to a front line Help Desk group consisting of 10 technicians and specialists in 4 remote offices supporting 1500 users in 12 offices across the United States. • Installed and managed ServiceDesk Plus ticketing tool to combine five separate email tools into a single point of contact. The ServiceDesk Plus tool enhanced communication between users and the helpdesk and allowed the generation of daily, weekly, and monthly reports to facilitate queue monitoring, SLA compliance, audit requests, and asset management. • Trained team on initial triage protocols for server, e-mail, and network problems. Taught techs how to gather important information and interact with system and network engineers. • Created asset lifecycles to simplify procurement of new equipment. Process initially saved 15% by being able to accurately estimate annual equipment purchases and presenting numbers to equipment vendors to negotiate bulk pricing.• Standardized hardware to simplify imaging, driver support, training, and lowering replacement parts inventory.• Implemented Altiris Client Management Suite to enable automated PC imaging, software deployments, driver management, and patching. Simplified software license management by generating simple reports on installed packages.• Designated Dameware as primary remote access support tool. Dameware provided console access at user’s security level and multi-monitor support. Reduced reimbursed travel to remote offices by 35%.• Technical lead for all Tandberg video conference issues and for all technical requirements relating to annual corporate sales conference. Expanded existing Tandberg Video Conferencing from 8 units to 110 units globally
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It ManagerIndevus Pharmacutical Feb 2000 - Sep 2002Lexington, MaServed as sole IT person for the company, providing support to desktops, servers, phone system, corporate web site, and network for 25 persons within a biotech environment.• Administered Windows File and Exchange servers.• Application support for Equity Edge and Solomon accounting software infrastructure. Oversaw the installation of an Oracle backend for required Solomon upgrade.• Solely handled full system tape backups.• Managed the implementation of BlackBerry for senior management• In response to 9/11 travel restrictions, negotiated contract with WebEx that enabled new drug trial kick off meeting to start on schedule. Trained all in-house and remote meeting attendees via telephone on WebEx process. Saved over $200K from previously budgeted costs.• Administered the upgrade of Internet Circuit to T-1 from 256k DSL as well as virus protection to include spam filter and firewall based attachment scanner -
System Administrator/Office ManagerMedia Resources International Mar 1995 - Nov 1999Functioned as the primary technical contact; provided support for desktop and server issues. Maintained and expanded the computer and telephone network infrastructure. Managed all aspects of Novell 3.21 LAN. Headed facilities management, including office expansion, maintenance, and mailroom functions; served as a liaison between building management and the company to resolve facility issues. Supervised service contracts with the vendor base. Negotiated contracts for improvements as well as favorable rates with FedEx and UPS. Maintained alliances with employment agencies. Purchased all technical equipment. Managed the company website and supervised two associates
Thomas Powers Mba Skills
Thomas Powers Mba Education Details
Frequently Asked Questions about Thomas Powers Mba
What company does Thomas Powers Mba work for?
Thomas Powers Mba works for Fresenius Medical Care
What is Thomas Powers Mba's role at the current company?
Thomas Powers Mba's current role is Expert in Major Incident and Incident Management process design on Service Now platform.
What is Thomas Powers Mba's email address?
Thomas Powers Mba's email address is po****@****dge.com
What is Thomas Powers Mba's direct phone number?
Thomas Powers Mba's direct phone number is (978) 640*****
What schools did Thomas Powers Mba attend?
Thomas Powers Mba attended Southern New Hampshire University, University Of Massachusetts Amherst.
What are some of Thomas Powers Mba's interests?
Thomas Powers Mba has interest in Leadership, Networking, New Technology, Blogging, Economic Empowerment, Social Media, Computer Networks, Effective Communication, Photography, Customer Service.
What skills is Thomas Powers Mba known for?
Thomas Powers Mba has skills like Networking, Technical Support, Management, Disaster Recovery, Security, Active Directory, Itil, Microsoft Exchange, It Management, Servers, It Operations, It Service Management.
Who are Thomas Powers Mba's colleagues?
Thomas Powers Mba's colleagues are Nancy Braojos, Cristhian Bedon, Vanessa Stallworth, Stephanie Balletta, William Barbosa Rezende, Madhu Kembhavi Mathad, Deborah Campbell.
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