Thomas Reitemeyer Email & Phone Number

Glenside, Pa, Us

Sunnyvale, Ca, Us

Greatly expanded my project management role. Per my Director I have “been dealing with some of the most important things that our org is involved in”.-Led FY25 planning, including projects and budgets, for Global Support Ops. Worked closely with Staff and Manager TPM’s from other teams. Coordinated efforts with Support Ops management to create and finalize project initiatives, goals, and expected outcomes. Worked closely with PE Ops Director and budgeting Staff IT PM to present budget proposals.-Prepared the quarterly business reviews and metrics scorecards to present Global Support Ops initiatives, metrics, and other vital information to Sr. Director and VP of Engineering. Met with 10+ initiative owners, collected their information, distilled the information, crafted language and messaging, created presentations, and instituted way to automatically update metrics information to PowerPoint presentation. -Mentoring team members of the PM team and support team for running projects, how to approach situations, best practices for communications, training, and other items. Organizing work and developing resource monitoring. Also, supervised content creator for the Learning Management System I built.-Initiated and led transition of knowledge base articles ownership to techs to fulfill contract requirements, free-up time for PMs and knowledge managers that owned KBAs, and bring the updating of knowledge closer to the experts. Resolved workload debt (100’s of hours/year) for the PM team and knowledge managers.-Took over advisory role from my manager meeting with Global Support Ops manager to help identify priorities and strategies within that space.-Led many high profile and complex projects from the support side, including IT Asset Management, Identity and Access Management; Software changes, onboarding, and offboarding; security software; Legal Holds; Operating System upgrades, Sharepoint and M365 changes; and many more.

Sunnyvale, Ca, Us

I moved from a very technical role to a project management role. The reason was to get more involved and have a positive, global impact with how support was transitioned from engineering teams to support teams, improve operational support processes and standards, advance our internal and external facing knowledge base, and create a global training program.-Founding member of the PM team for global IT support which included onboarding new services, changes to existing services, knowledge base management, and support tech training.-Served as global IT support’s main contact with the rest of the company when the COVID pandemic occurred. Led many initiatives as a PM including end user and internal communications, work from home access and processes, updating hundreds of knowledge articles, remote new hire setups, and many more things.-Created global training program, standards, curriculum, and train the trainer program for our tech support teams to provide consistent, high-quality training across 32 global locations. Created video-based Learning Management System from scratch using Sharepoint and Panopto to serve as basis for training. -Created PM team’s communication plan and standards, defining how PMs within the org communicate with tech support, engineering teams, and end users.-Created and maintained PM team’s operational readiness runbook. This provided a consistent process for PMs to follow for changes to existing support services and products.-Created escalation matrix providing support techs a one stop location to find escalation contacts for hundreds of products and services. This saved countless hours per year and reduced misrouted tickets by 63%.-Created knowledge landing page for global tech support to easily find answers to policies and procedures. Tech survey of ease of finding answers jumped from 20% to 91%. 100% of support techs survey responses said this greatly helped make their job easier.

Sunnyvale, Ca, Us

This role is primarily focused on global end-user support operations and training, while occasionally handling incident and request escalations from Tier 1 and 2 teams.-Transitioned managing pseudo and room accounts in O365 from Tier 3 to Tier 2 support. Partnered with EMEA colleague to spearhead collection of information, documentation, creating runbook, and training other technicians.-Partnered with end-user support, purchasing team, and supply vendor to implement easier and more efficient purchasing/inventory process. Reduced number of orders from 180+ to 32. Set standard equipment provided to end-users throughout USA so user experience in every office was the same. Strengthened inventory controls. Process included running an audit for multi-million dollar budget reconciliation.-Acted as liaison with HR to coordinate global support for onboarding of new hires during peak periods. This included getting estimated numbers of new hires, setting expectations and time frames, ensuring accounts and computers were allocated, and communicating all information globally.-Acted as subject matter expert on new hire account creation process from technical standpoint. Worked with 4 other teams on requirements and integrated new requirements from HR systems, change in ticketing systems, and enhancements to account creation system.-Created training program for new techs that covered everything from company culture and organization to policies and procedures. This program was shared globally.-Spearheaded the global training for all tech support for the transition from G-Suite to Microsoft O365. Also organized roadshows to help end-users get acquainted with O365 and to address feedback/concerns about launch.-Reviewed hardware recycling/disposal process, worked with Asset Management team and vendor to implement new process in North America.-Updated, organized, and created documentation of 300+ policies and procedures concerning end-user support.

Sunnyvale, Ca, Us

Besides providing level 1 and 2 support for 800+ end users, event and video conference support, and lead tech/supervisor responsibilities, I often went beyond my official responsibilities as demonstrated below.-Conducted UAT and technical testing for newly onboarded systems. Provided feedback and suggestions for improvement where necessary. These included ServiceNow, new operating systems, MS Office to G Suite, proprietary systems, and many more.-Mac pilot for Windows only based teams (2000+ users). Setup parameters for pilot, created documentation, screened applicants, delivered computers, collected user feedback, analyzed data, and worked with other teams to mitigate risks or solve issues preventing adoption.-Initiated and led end-user focused trainings with the goal to make users more productive utilizing technology at work. --Conducted training sessions as well as trained other techs how to conduct sessions and teach.--Setup central training material and slide deck location.--Initial program rolled out to four offices (1800+ users). Program then shared with global offices as a template for these engagements.--Program CSAT of 93%-Revamped technology portion of end-user new hire orientation. Worked with global teams, accommodating regional differences, to create a standard user experience. Introduced more interactive experience, focusing on getting users the most pertinent information to start working, cyber security consciousness, and tools for self-service.-Designed new ServiceNow dashboard so techs could monitor 7 queues easier and more efficiently.-Standardization of conference rooms across the globe to ensure users have all the necessary items in conference rooms to properly utilize the rooms. Implemented monitoring process to maintain standards.

Sunnyvale, Ca, Us

Led a fantastic staff of 9 Systems Support Analysts and 2 VC engineers in our Chicago, New York, Omaha, and Toronto offices, supporting over 1800 users.Here is a representative list of my performance:-Managed a multi-million dollar budget, coming in under budget for the year. Created CapEx and OpEx budgets for following year which included staff, hardware, peripherals, repairs, training, etc.-Evaluated staffing needs and suggested changes based on ticket totals and ratio of staff to users/devices. Sourced, interviewed, on-boarded, and coordinated training for new technicians, including multiple YearUp! interns.-Facilitated providing staff to help with other departments' projects/implementations. Also getting staff exposure to other teams for their professional development.-Worked with vendor managers to get resource information, implement new policies, procedures, etc.-Advised and encouraged professional development of technicians and interns, providing ideas and resources for training.-Promoted individual and team accomplishments with wider organization.-Monitored expenses, time cards, vacation requests, and orders.

Us

WebMD provides online health information and tools to patients and doctors (via Medscape). I performed Level 1-3 support for end-users in multiple offices in Atlanta, Indianapolis, Montreal, New York City, Portland, and occasionally our overseas users.Some achievements and responsibilities were:-Adopted many of the functions of my Team Lead before gaining the Team Lead title.-Led a great team that had the most tickets per year and the highest user to technician ratio compared to other sites while maintaining SLAs.-Assumed primary Mac support role with only a few weeks to learn about the platform. Acquired knowledge via books and hands-on learning.-Initiated and employed move plan for 250 users from two separate offices to a third office.-Developed and documented internal support procedures. Also created large majority of user How-To guides.-Initiated creation of Desktop Services newsletter to be sent to end-users, providing news and resources to help them work more efficiently as well as promoting the team.-Collected, distilled, and organized feedback for Mac pilot program, providing solutions to issues when possible.-Researched and developed purchasing standards for MAC desktop and laptops, evaluating software/hardware requirements. Purchased, collected, recycled, and maintained computer-related inventory for two offices. -Provided technical advice to technicians in other offices, as well as offering more efficient ways of doing things and reinforcing best practices.-Ensured licenses were purchased and no unlicensed software was installed on computers.-Tracked and maintained software updates for Mac, Adobe CS, MS Office for Mac.

TransNet was a technology solutions company. My role was to provide Level II technical support for the top-ranked cosmetics company in the world. We supported over 800 users and executives, including the President/CEO of North America. Some of my accomplishments were:-Reducing initial response times from average of five hours to less than one hour and reduced resolution times from average of three days to less than three hours upon taking position as lead technician.-Assumed all responsibilities of two technicians in less than two months of starting position.-Placed in charge of presentation for worldwide Financial Analysts’ Meeting, which was outside the scope of regular duties. Edited, organized, coordinated, and integrated PowerPoint Presentations for the President/CEO, EVP/CAO, and six presidents of different divisions. -Designed and implemented electronic resource center for all on-site technicians so they could implement and reference client’s software and hardware standards. This included:---Instructions for installing and implementing a variety of software and hardware.---Schedules and responsibilities to meet client’s needs and expectations.---Lists of VIP’s, employees, and corresponding hardware resources and specifications.---Knowledge Base to resolve difficult or unusual problems.---Instructions for every aspect of my position.---Worked closely with client’s Help Desk manager, Help Desk VP, and Call Center to implement and suggest standards, best practices, and processes of service.

EE&C was a financial services firm with approximately 500 employees. They provided support to hospitals in New Jersey and New York. This is where I got my start in computers. I started in data entry and became a supervisor within 6 months. After that I quickly moved to data processing, Help Desk, programmer, assistant phone administrator, and assistant network administrator. All of these jobs, with the exception of data entry, were held simultaneously. Here are some highlights:-Reorganized Help Desk procedures to address and resolve user problems an average of less than 24 hours.-Analyzed data, project requirements, system requirements, and work flows to determine and deploy appropriate solutions for various projects.-Increased input/output efficiency of Data Processing department from 7 days to 2 days.-Acted as liaison for IT department with over 25 external clients to determine requirements for file specification and transmission; data format; software, hardware, and network needs; plus other IT issues.-Wrote and maintained Data Processing Operator’s manual.