Thomas Shearer Email & Phone Number

Indianapolis, Indiana, United States

• Responsible for management of vendor teams within the Audio Visual, Packaging, Patching, and Service Desk space. This includes managing the delivery of services by managed services organizations in regard to SLA and.
• Manages multiple programs and deliverables and the coordination and direction of third-party partner relationships.
• Analyzes key performance indicators to ensure services are delivered within SLA.
• Responsible for identifying, evaluating, and maintaining continual improvement opportunities from assigned towers, improving quality and reducing costs.
• Responsible for the development of enterprise communication and training materials.
• Key Stakeholder in the development of and use of technology policies.

Indianapolis, Indiana Area

Indianapolis, Indiana Area

Lead IT support operations on behalf of 15,000 end users at the global corporate headquarters of this multi-billion dollar pharmaceutical company, ensuring the overall quality of the client experience, meeting all SLA requirements, and maintaining the highest levels of team efficiency and productivity.Managed an array of high-profile enterprise-level.

Benton Harbor, Michigan Area

Led hardware support for over 20 executives of this $18B producer of home appliances, continually ranking at the top levels of performance with respect to key metrics such as call closures and resolutions. Contributed to the success of conversions from Windows XP to Windows 7.Invited to accompany executives to industry conferences in Chicago and Florida to.

Delivered unsurpassed levels of quality customer service and support while driving revenue through the sale of electric components. Managed branches in Indianapolis and Terre Haute, Indiana, effectively managing all daily functions to achieve increased efficiency, productivity, and effectiveness.Traveled throughout the nation to perform field personnel.