Thomas Powers Mba Email & Phone Number

Focused on the Service Now platform

Massachusetts, United States

Newington, New Hampshire, United States

Lexington, Ma

Manage 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.

Burlington, Ma

Manage 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.

Watertown, Ma

Manage 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.

Bedford, Ma

First 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

Lexington, Ma

Served 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

Functioned 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

Master Of Business Administration - Mba, Management Sciences And Quantitative Methods, 3.97

International MBA concentrating in quantitative analysis

Ba, Economics

Activities and Societies: Resident Assistant, Alpha Phi Omega Service Fraternity, Campus Judicial Board.