Tom Rees Email & Phone Number

Boulder, Colorado, United States

Performed IT asset management services for newly acquired and existing state and federal government accounts. Managed more than 50K workstations, servers, and mainframe devices in accordance with ITAR regulations. Created reports used for tracking ownership, location, warranty, and financial information of assets. • Managed asset lifecycles from procurement to decommission in the CMDB of ServiceNow and the IBM Smart Cloud Control Desk (SCCD) ITSM tool based on ITIL best practices for asset management. • Created reports in Excel, using SQL queries in IBM QMF (SQL Server) and Cognos Analytics to mine the data, that were uploaded to share points and dashboards for use by IBM project offices and customers.• Led project that conducted wall to wall inventories at 56 data centers in U.S., capturing 95% of missing assets, with 80% missing prior to project.• Created ITIL Knowledge management documentation for processes and procedures used to manage assets and configuration items.• Automated process for uploading data into DB2 database by coding Python scripts, utilizing regular expressions to scrape data from MS Word documents.

Boulder, Colorado, United States

Provided team leadership for department of 30 IMAC coordinators and 10 service desk agents that supported 12 customers. Oversaw all aspects of managing team including scheduling, cost of labor, training, reporting, and productivity. Responsible for customer facing communication on escalations and expedite requests.• Chaired daily cross-functional change management meetings to review all scheduled activity in data centers with technicians, management, C-level executives, and IBM project office.• Designed workflows in the SCCD ITSM tool. Gathered requirements by holding planning sessions with customer management, technical teams, and end users to analyze and validate the processes that were facilitated by the workflows.• Tested internal and customer owned ITSM tools before new releases and version upgrades, documenting all issues and suggestions for improvement.• Managed severity 1 outages at data centers in the Manhattan financial district. The SLA for sev1 outages required support be onsite within 30 minutes.• Trained peers and collaborated with cross functional teams in Bangalore, India and Rio de Janeiro, Brazil.• Developed quality evaluation program. Created evaluation forms and reports. Audited two customer contacts per week per agent. Provided metrics to management and coached agents on areas of improvement.