Tom Smith Email and Phone Number
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Experienced, adaptable and versatile Senior Manager, Business and Data Analyst, IT professional, Trainer and Public Speaker with many years of progressive technical and managerial experience overseeing and managing complex projects and leading high performance international teams in size from 6 to more than 230. Am familiar with security standards, such as ISO27001, NIST and Sarbanes Oxley (SOX), and protection processes for Personally Identifiable Information (PII) and my background includes industries such as: technology, aerospace, healthcare and hospital, pharmaceutical, insurance, manufacturing, and software/operating system development.Senior Manager | Business Analyst | IT Professional | Trainertesmith0122@gmail.com With a background that includes technology, aerospace, healthcare and hospital, insurance, manufacturing, and software/operating system development, able to understand high-level and detailed technology concepts and communicate it to non-IT, novice and experienced IT, and all levels of management. Focused on team development including Service, Repeatability, Collaboration, Skills Development and building an environment of fun that promotes innovation, business success and building interpersonal skill. Proven ability to gain stakeholder trust and cultivate partnerships across business and customer sectors, establishing credible operational relationships to drive customer satisfaction. CORE COMPETENCIES:• Communication Skills• Analytical Abilities• Leadership• Relationships• Technical Knowledge• Documentation development ACCOMPLISHMENTS:• Build team unity, collaboration and cohesiveness• Increase in service levels (SLA) from 45% to 95% / key initiatives (PKI) from 70% to 99%• Lead teams to reverse poor image to exceeding customer expectations within a 4 to 6-month period• Improve customer relationships to a consistent 95%+ Customer Satisfaction (CSAT) rating• Standardized, document and automate processes to improve efficiency, effectiveness and repeatability• Help to attract and support a customer base from 10 to 36 customers with contracts greater than $5 billion USD Please contact me at thomasesmith0122@gmail.com with any senior IT service support management, analysis or team development opportunities.
Jordan Driving School
View- Website:
- jordandriving.com
- Employees:
- 32
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Driver Education InstructorJordan Driving SchoolFuquay Varina, Nc, Us
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Itsm Program ManagerSeacoast National Bank Sep 2023 - Mar 2024Essential Duties included:• Manage ITIL Framework Service Management program and best practice process development function for Incident, Change, and Problem Management, Asset Management, Configuration Management, and Release Management.• Analyzes incident, problem, and change processes, and related data, to programmatically identify the causes of recurring incidents, alerts or problems.• Examines work queues for items in jeopardy of missing service agreements and objectives.• Manage major incident / high severity incident calls and ensures documentation captured.• Manages Change Management best practices, including managing Change Advisory Board (CAB).• Develops ITIL process training material, process documentation, procedures and work instructions.• Measures and determine ways to improve use of ServiceNow workflow, process and metrics.• Review existing processes and develop business requirements for ongoing improvement.• Educate and advocate internal partners use and leveraging of Service Management processes. -
Incident And Problem ManagerCisco Sep 2021 - Apr 2023San Jose, Ca, UsObtained and maintained secret clearance. Work closely with Project’s managers, in a IL5 compliant environment, to assist with:• Incident and Problem Management• Project Management• Staff Training and development• Operational Reporting and Trend AnalysisAct as a focal point for high impact incident and problem resolution. Work on complex problems where analysis of situations requires in-depth evaluation of factors. Manage issues by setting and then meeting/exceeding expectations to achieve the highest level of issue identification and satisfaction.Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer and management. Perform ad hoc analyses, reporting, presentation, and tasks as assigned.Achievements:• Establish and improve ITIL governance and processes for both internal and external efforts, including SLA and KPI requirement, development, and adherence.• Ensure proper publication of Workaround and Known Error articles and artifacts.• Establish processes and documentation to effectively coordinate and communicate with NOC Operations, SOC Operations,ITIL Service Management and Service, Security and Service Delivery teams.• Take part in annual Third-Party Audit efforts and help to bring to successful conclusion.• Establish role, process, and communication paths between project components ITIL (Incident and Problem) teams and Agile (Change and Development Task) teams. -
It Vendor Service Delivery ManagerBlue Cross Blue Shield Of North Carolina Sep 2020 - Aug 2021Monitor and ensure expected value is achieved from assigned outsourced relationships, oversee maintenance and continual improvement and quality of services and identify problems with delivery of services provided. Improve communication and training programs in support of the sourcing relationship. Manage the performance reporting in a sourced environment and monitor the compliance of the Service Provider against Services Agreement Service Level Agreements (SLA). Report status to BCBSNC and vendor management.
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Command Center Technical Support Manager/Change Manager/Servicenow Owner/Global Access ManagerApc At Toshiba Oct 2019 - Apr 2020Supervision TGCS Services Command Center, a hub for a world-class maintenance Level 2 operational services offerings to Toshiba’s largest, Fortune Global 500 retail clients. Team of 10, 24x7x365. • Implementation• Client transitioning and onboarding• ServiceNow Service Delivery Manager, platform designer and customer integration• Product owner and backup subject matter expert (SME) for ServiceNow, Datadog and PagerDuty platforms• SME for O365, Active Directory• Project Manager for platform integration of ServiceNow, Datadog and PagerDuty platforms and Oracle Dispatch• Change Manager• Release Manager• Incident and Case Manager• Global Access and Security Management• Vendor Management Achievements: • Established ITIL processes and governance • Standardized documentation processes• Identified and managed (PM) upgrade of ServiceNow from Madrid to Orlando• Delighted customers such as: Walgreens, Woodmans, Kroger, Walmart, Dollar General and Carrefour
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Tier 2 Problem Manager, Unified DeliveryCisco Jun 2017 - Jul 2019San Jose, Ca, UsProject management of full life cycle of DCOT customer Problem process, reports, issues and escalations in in the Customer Experience (CX) Unified Delivery (UD) team. • Perform Root Cause Analysis (RCA) of all identified reactive or proactive Problems• Generate findings reports and present to customer and management audiences• Ensure compliance with corporate ITIL best practices and policies• Provide status and metric reporting to senior management and customers. Achievements: • Established ITIL processes and governance for both DCOT internal and external teams.• Ensured proper publication of Workaround and Known Error articles and artifacts. • Established templates for tracking of RCA and Major Incident details. • Retained for 2.5 years on a 6-month contract.• Established process to coordinate and communicate with DCOT Operations, Incident and Change Management and Service Delivery teams. • Delighted customers such as Anthem, Barclay, BP, Ford, Nomura, Ricoh, Shell and SIG PLC.
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Sr ManagerHcl Technologies America Oct 2009 - Feb 2017Noida, Uttar Pradesh, InManager of project teams of first through third level support teams for Service Desk, Remote Desktop, Global Access Management, Desk Side and Field Support Services, Print Services (including Xerox DocuShare) and Messaging Services in support of customer corporate users, Customer and Dealer Support Centers, Bank and Trading Floor while supporting up to 8 languages around the world with team locations in Brazil, Poland, India and Malaysia. Teams of 6 to 208, 7x24x365 and Follow-the-Sun, supporting retail, pharma, financial and manufacturing customers as well as sales and transition efforts. Achievements: • Established facility security documentation • Streamlined facility transition and onboarding processes by ±85%• Created, mentored and unified teams to create cohesive and competent units• Led successful project transitions including ServiceNow platform and interface design and configuration• Worked with PM Office and Security Engineering to configure Discovery Scans• Designed, developed & taught training in: Excel Basics, Excel Reporting, Excel Macros, ITIL Basics• Delighted customers such as: Leidos, S. C. Johnson, Toyota Financial Services, Shire PLC, Ann Taylor, and Fox Entertainment -
Computer Science Staff IvUnited Space Alliance Feb 1989 - Sep 2008Houston, Tx, UsActing Deputy Director, Manager and Project Manager for Service Desk and Operations Control Center, across two geographic sites and supporting users and sites around the globe. Team of 6 to 32, 7x24x365.Merged 5 separate help desks into one unified, cohesive and competent award-winning (“NASA Group Achievement” award, “Support of the Space Shuttle Program” award and “KSC Emergency Preparedness Coordination Team” award) unit. Department Representative at NASA Flight Readiness Reviews (FRR). Department Web Curator and Web Responsible Data Manager (RDM). Product designer and administrator for the Quintus CRM platform, including interface and CMDB design and configuration. Lead and designer for conversion from InfoFamily to Quintus and then to Maximo.Achievements: • Ensured customer satisfaction exceeded for all SLA commitments and deliverables• Gathered user requirements to facilitate a successful conversion from many CRM environments to one• Worked with Security to streamline onboarding process, reducing by 80%.• Developer for “Automated Operations” project• Core team member for Enterprise Identity Management team• Designed and managed Department Awards team • Designed, developed & taught end-user training in: CP/CMS Concepts, XEDIT, Advanced XEDIT, and REXX. -
Senior Information Center ConsultantCigna Corporation Apr 1986 - Feb 1989Supply computer literacy and education for the Life Company end-user community in VM/CMS (mainframe); Personal Computer; WANG System Administration and Word Processing support; PC LAN Administration and Project Leadership; database administration and user need analysis and design.
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Senior Technical Programmer, Systems Software SupportThe Travelers Insurance Company Sep 1984 - Apr 1986Support IBM VM/CMS Operating System on an IBM 3033; language support for VS Cobol, Pascal, Fortran, Focus, Assembler and PL/I; Network support; system generation, I/O generation; utility development and support; Interface and collect requirements from end users support areas; MVS support; System planning and engineering; Ancillary support to DEC VAX VMS system.
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Technical Coordinator, Life Operations Company, Programming SupportThe Hartford Insurance Group Oct 1981 - Sep 1984Technical Coordinator, Life Operations Company, Programming Support.Standardize Life Division’s programming staff efforts, maintaining JCL and programming standards, creating online procedures improving productivity up to 60%.• Design floor plan and facilitate movement of a department of 200+ to new facilities• Chairman of Division’s CMS User’s Group• Divisional Representative to the corporate CMS and STAIRS User’s Groups
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Programmer/AnalystThe Bryn Mawr Hospital Jan 1981 - Oct 1981Advance usability and user satisfaction with Surgical Statistics and SHAS (Shared Hospital Accounting System); Projects for Personnel, Payroll, Budgeting and Inventory Control systems.
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Associate Systems Engineer/DevelopmentManagement Science America, Sep 1979 - Dec 1980Governmental reporting systems (All-Tax) conversion to other hardware platforms such as DEC, Honeywell and Burroughs (small, medium and large); Drive integrity of department direct-access libraries.
Tom Smith Education Details
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Brigham Young University - IdahoAdult General Studies For Advanced Degree -
Wake Technical Community CollegeAdult Education
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Computer Processing InstituteBusiness Computer Programming
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A.I. Prince Regional Vocational Satellite SchoolElectro-Mechanics
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Canton High SchoolHigh School Education
Frequently Asked Questions about Tom Smith
What company does Tom Smith work for?
Tom Smith works for Jordan Driving School
What is Tom Smith's role at the current company?
Tom Smith's current role is Driver Education Instructor.
What is Tom Smith's email address?
Tom Smith's email address is te****@****aol.com
What is Tom Smith's direct phone number?
Tom Smith's direct phone number is +132162*****
What schools did Tom Smith attend?
Tom Smith attended Brigham Young University - Idaho, Wake Technical Community College, Computer Processing Institute, A.i. Prince Regional Vocational Satellite School, Canton High School.
Who are Tom Smith's colleagues?
Tom Smith's colleagues are Kimberly Huey, Susanna Langdon, Anita Mckee, Tunisha Linen, Wes Sutton, Scot Lowe, Jay Stainback.
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