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 KPI, ensuring the timing and quality of deliverables, and ensuring that financial objectives are met by the delivery teams.Additional Responsibilities:• 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.• Responsible for resolving project dependencies and priority conflicts.

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 projects, including the migration of thousands of workstations from Microsoft Windows XP to Windows 7. Satisfied all SLA requirements in a high-volume, time-critical environment, closing about 3000 trouble tickets each month in ServiceNow with a 1% to 2% rate of callback.Supervised call schedulers, remote technicians, and on-site hardware and software technicians dedicated to the prompt identification and resolution of all client technical issues. Distributed knowledge and information to technicians using documentation, Microsoft SharePoint, training sessions, and ad hoc open door conversations.Worked with the PMO to plan and execute wide-ranging IT deployments, including Microsoft Lync 2010, Symantec Endpoint Protection 2012, McAfee Endpoint Encryption, and an enterprise-level conversion from Lotus Notes 6.5 to Microsoft Outlook 2007.

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 lead all IT setup and support functions, creating temporary networks to establish connectivity with corporate offices.Led an upgrade to Lotus Notes software for the entire Whirlpool sales force in New Orleans.

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 training on the proper use of all computer hardware and software applications; developed and led a series of training presentations in a classroom environment.