Tom Vasquez (Itil , Iso)

Tom Vasquez (Itil , Iso) Email and Phone Number

PCA @ Tempus Unlimited, Inc.
Boston, MA, US
Tom Vasquez (Itil , Iso)'s Location
Greater Boston, United States
Tom Vasquez (Itil , Iso)'s Contact Details

Tom Vasquez (Itil , Iso) work email

Tom Vasquez (Itil , Iso) personal email

n/a

Tom Vasquez (Itil , Iso) phone numbers

About Tom Vasquez (Itil , Iso)

A well respected and customer focused Service Delivery Manager with a diverse background in Operations and Customer Advocacy (ITIL & ISO Certified). Responsible for overall customer relationships by providing World Class Service Delivery. Experience in collaborating with Sales Executives, Business Development Managers and Solution Engineers to implement complex solutions and applications.Experience with enterprise applications that includes CISCO UC, ServcieNow, Remedy, SAP; as well as Unified Communications and Contact Center Technologies, VoIP and web collaboration and UC conferencing. Proficient with MS Office Programs as well as NetSuite. Specialties: Customer AdvocacyNational & Global Account ManagementContact Center ManagementManaged Services Program Manager for Large Enterprise Customers

Tom Vasquez (Itil , Iso)'s Current Company Details
Tempus Unlimited, Inc.

Tempus Unlimited, Inc.

View
PCA
Boston, MA, US
Website:
tempusunlimited.org
Employees:
3002
Tom Vasquez (Itil , Iso) Work Experience Details
  • Tempus Unlimited, Inc.
    Pca
    Tempus Unlimited, Inc.
    Boston, Ma, Us
    View
  • Nwn Corporation
    Manager Of Customer Experience
    Nwn Corporation 2017 - Present
    Waltham, Ma
    Helping customers solve business problems through technology and services.Key responsibilities: • Leverage the NWN services by knowledgeable communication of Professional Services, Secuity Applications, NOC and Service Desk• Act as a customer advocate and liaison by building strong customer relationships at the C Suite level• Review and escalate support cases to Engineering Support and Practice Directors • Generate, validate and deliver monthly engineering performance and service level agreement reports• Scheduling, conducting and facilitate customer meetings to build strong customer relationships. This would include yearly customer voice, data and network health assessments.
    View
  • Unify
    Customer Success / Managed Services Program Manager
    Unify 2012 - 2017
    Burlington, Massachusetts, United States
    As a member of the Unify Managed Services Team, I represented North America Service Delivery. Strategic account assignments included Jackson Memorial Health-Miami Fl, Mercedes Benz Corp of North America-Vance Al, Hallmark Health Systems-Wakefield Ma, Biogen-Cambridge Ma., Polo/Ralph Lauren & Marc Jacobs -New York, NY. Key efforts and accomplishments:• Selected and managed contractors and external Business Partners for continuous improvement• Managed onboarding processes to include Service Desk, NOC compliance and WEB Service Portal training • Presented customized reports on KPI’s and SLA’s to the internal business and client on service value• Focal point for escalation management, ongoing problem resolution and Change Management
    View
  • Siemens
    Global Customer Advocate Enterprise Communications
    Siemens 2008 - 2012
    Burlington, Ma / Irving, Texas
    As the Customer Advocate I served as the focal point during crisis management on strategic customers in North America & EMIA. Lead facilitator on web collaboration calls with Client Directors, Engineers and Product Development driving solutions to the customer’s Unified Communcations applications.Responsibilities and Key Results achieved:• Documented and presented Root Cause Analysis (RCA), Issue Management Logs (IML) during crisis management• Created and presented executive facing customer quarterly business reviews and SLA reports• Improved customer satisfaction, loyalty and customer retention as documented in outbound surveys
    View
  • Ibm
    Ibm / Siemens Contact Center Manager / Service Delivery Manager
    Ibm 1994 - 2007
    Burlington, Ma / Irving Tx
    Service Delivery Manager responsible for engineers that provided remote technical support to the Siemens installed base.Responsibilities:• Managed 12 direct reports that provided remote service delivery, consulting services and remote solutions. Lead Manager for the Global Service Desk implementation project located in Sofia Bulgaria • Maintained and updated staffing levels for a 24X7 Service Delivery Contact Center• Identify and coordinate engineer training as required on new products and applications• Maintained a profit center by managing overtime costs with a focus on efficiencies and expenses
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  • Rolm
    Rolm An Ibm Company - Field Service Manager New England
    Rolm 1990 - 1994
    Burlinton Ma
    Fiield Service Manager that oversaw a team of 10 onsite engineers in the Greater Boston area; some of which required dedicated presence. Key accounts included Fidelity Investments, Federal Reserve Bank of Boston and Mass Financial Services.
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Tom Vasquez (Itil , Iso) Skills

Contractual Sap Noc Business Transformation Mercedes Expenses Itil Service Desk 24x7 Profit Sales Outages Channel Partners Escalation Reviews Manuals Customer Satisfaction Automotive Client Services Engineers Procedural Finance Overtime Account Executives Strategic Planning Engineering Creative Solutions Issue Management Managed Services Program Management Crisis Management Training Change Management Policy Sla Directors Technical Support Product Development Quarterly Reviews Focal Point Service Delivery Pricing Customer Advocacy Deliverables Global Operations

Tom Vasquez (Itil , Iso) Education Details

  • Itil
    Itil
    Itil Exin Certified In It Service Management
  • New England College
    New England College
    Business Administration
    View
  • Iso 9001
    Iso 9001
    Information Technology Project Management
  • Siemens Advanced Manager Training Boca Raton Fl
    Siemens Advanced Manager Training Boca Raton Fl
    Advanced
  • Ibm Crm - Armonk New York
    Ibm Crm - Armonk New York
    Crm - Customer Relationship Management
  • St. Sebastians
    St. Sebastians
  • New England College
    New England College
    Business Administration And Management, General
    View

Frequently Asked Questions about Tom Vasquez (Itil , Iso)

What company does Tom Vasquez (Itil , Iso) work for?

Tom Vasquez (Itil , Iso) works for Tempus Unlimited, Inc.

What is Tom Vasquez (Itil , Iso)'s role at the current company?

Tom Vasquez (Itil , Iso)'s current role is PCA.

What is Tom Vasquez (Itil , Iso)'s email address?

Tom Vasquez (Itil , Iso)'s email address is tv****@****nit.com

What is Tom Vasquez (Itil , Iso)'s direct phone number?

Tom Vasquez (Itil , Iso)'s direct phone number is +178190*****

What schools did Tom Vasquez (Itil , Iso) attend?

Tom Vasquez (Itil , Iso) attended Itil, New England College, Iso 9001, Siemens Advanced Manager Training Boca Raton Fl, Ibm Crm - Armonk New York, St. Sebastians, New England College.

What skills is Tom Vasquez (Itil , Iso) known for?

Tom Vasquez (Itil , Iso) has skills like Contractual, Sap, Noc, Business Transformation, Mercedes, Expenses, Itil, Service Desk, 24x7, Profit, Sales, Outages.

Who are Tom Vasquez (Itil , Iso)'s colleagues?

Tom Vasquez (Itil , Iso)'s colleagues are Alicia Schofield, Kathy Brandao, Jessica Pacheco, Brandie Stokes, Lorie Clarke, Camille Desjardins, Deborah Forker.

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