Jim T. Email & Phone Number

Austin, Tx, Us

Provide guidance to Concrete Engine executive team on our mission to provide carbon-neutral, readily available compute and storage specifically geared for AI workloads.

San Antonio, Texas, Us

Led internal Information Technology team while also leading customer-facing Applications Services team. This unique combination provided the opportunity to develop working relationships with senior IT leaders of our customers, as we shared many of the same challenges.As VP, Information Technology, responsible for IT strategy, all internal applications (both custom and commercial), office networking, and internal Helpdesk. Brought both internal IT and customer-facing teams together, while implementing Rackspace Application Services in-house. Responsible for global delivery of technical support for Rackspace Application Services, leading team of application and infrastructure database administrators, systems engineers, and network engineers. Establish relationships built on trust and delivery with senior IT executives and partners.Products supported include Oracle EBS, SAP S/4, PeopleSoft, Microsoft Office 365, Microsoft Exchange, Rackspace Email, Oracle DBMS, SQLServer, MySQL, PostgreSQL, Cassandra, and many others. Additionally responsible for supporting the infrastructure on which the applications and databases ran, whether Public Cloud (AWS, Azure, Google Cloud Platform), Rackspace Managed Hosting, or third party data centers.

San Antonio, Texas, Us

Responsible for providing “Fanatical Support” to Rackspace single tenant and public Cloud customers. Specifically, lead a team of over 400 Systems Administrators, Database Administrators, and Application Support Engineers who average nearly 500,000 customer interactions annually.Significant accomplishments included:• Conceived, designed, and led the development and implementation of a suite of operational tools to allow scale and efficiency of support processes. Targeted processes included shift handoff, ticket quality reviews, downtime escalation, root cause analysis, unsatisfactory tickets, action item tracking, and customer experience reporting.• Led a project to redesign the overall support workflow, intended to improve response time to customers and to assure work was presented to the right Racker. Average first response time was decreased from 9 hours to under 1 hour, while relevance of work presented to Systems Administrators increased from 47% to 98%.• Conceived and sponsored the project to deliver “Ticket Templates” to customers, allowing for structured data for certain customer-initiated requests.• Launched a subscription-based offering for DBA services. Designed a new offering of “Dedicated Database Architect,” a for-pay, full-time resource fully devoted to a single customer.• Progressed the Critical Application Services offering to provide deep support for specific Digital eCommerce and Content Management applications, including Oracle Commerce/ATG, Adobe Experience Manager, Sitecore, SAP hybris, and Magento.• Extended the Root Cause Analysis framework to individual customer events, and designed and implemented a process and tool to investigate every customer ticket rated “unsatisfactory.”

San Antonio, Texas, Us

Led a team a software development team responsible for new development, continuous improvement, and maintenance of Rackspace enterprise applications, including customer support, ticketing, device provisioning, product catalog, monitoring, performance management, and channel sales, among others.Significant accomplishments included:• Implemented Incident Management, Change Management, Service Request, and Service Catalog modules of ServiceNow.• Designed, developed, and delivered a customer information application that federates relevant data and provides a holistic view into all customer accounts, contacts, product portfolio, and open support tickets, providing a view over disparate applications that was never before available.• Evaluated, selected, and consulted on implementation of Workday for the Rackspace “Global People System.”• Implemented the Partner Relationship Management module of salesforce.com, including many extensions and custom enhancements for the Partner Portal, in support of the Global Partner Program that serves over 6,500 partners.• Delivered many high-value new services and enhancements to existing systems, including: a completely new user interface for the primary application used by Rackspace Support; the introduction of the “Customer” entity and account relationships across multiple lines of business; a new customer notification tool; and an API to support customer self-service (for URL monitoring). • Standardized on a Lean/Agile development methodology, and assured adoption across development teams.

San Antonio, Tx, Us

As a consultant, managed the implementation of ADP Employee Self Service for a pharmaceuticals manufacturing company. Also completed detailed RFP for the selection of a Human Capital Management system.

Austin, Texas, Us

Director, PeopleSoft Enterprise Components (2002 to 2004) Responsible for development and support of PeopleSoft’s Enterprise Components, the building blocks used across PeopleSoft’s application pillars, and for PeopleSoft Catalog Management.Director, PeopleSoft Enterprise Service Automation (1999 to 2002)Responsible for development and support of PeopleSoft’s Enterprise Service Automation suite of products, including Contracts, Projects, Resource Management, Engagement Planning, Expenses, Mobile Time and Expense (both laptop and mobile versions), Travel, Grants, Staffing Front Office, Pay/Bill Management, and Services Administration. Full life-cycle responsibilities include release planning, functional design, technical design, development, and testing. Product Development Manager, PeopleSoft Budgets (1995 - 1998)Managed the full life-cycle development of PeopleSoft Budgets. Directly responsible for delivering functionality in four major releases, starting with the initial release.

San Francisco, Ca, Us

Responsible for the development of WalkerClient Applications, the graphical client for Walker’s suite of financial products, and the WalkerClient Decision Support System. Responsibilities included full development life cycle and release management, design and review of business processes, and creation of user interface design standards for existing financial applications.

Walnut Creek, Ca, Us

Manager, Insurance Systems Group (1988 - 1990)Managed a staff of 51 and controlled a budget in excess of $3 million. Employed the STRADIS structured methodology to analyze, design, develop, maintain, and enhance the Automobile and Homeowners Insurance systems, supporting 70 district offices and over 1 million insured members.Supervisor, Auto Insurance Applications (1984 - 1988) Supervised a staff of twelve programmer analysts responsible for enhancing and maintaining the Auto Insurance systems. Programmer Analyst (1980 - 1984)Responsible for analyzing, designing, coding, testing, installing, documenting, and maintaining enhancements to the existing Auto Insurance processing system.