Tom Dehart Email & Phone Number

Texas, United States

Plano, Texas, United States

Software Support Group Manager to oversee advanced product support for our Warehouse Automation products. This position is based within the contiguous 48 States, with extensive travel to various customer sites across the US. Technical interface between the customer (IT, IS, Operations, Production), Field Service Management, Technical Support Management, and Engineering Management.

Irving, Texas, United States

Managed Professional Services Group and MPS Team to support customers.• Led Managed Services Team supporting 10K+ devices for replenishment, service and support for customers, and collaborated with Sales to create proposals, adding 10%+ new customers. • Project Manager for all Professional Services project implementations supporting installation of hardware, software solutions and Technical Training specializing in large POS customers. • Managed Salesforce Project implementing New Managed Services / Professional Services System. Articulated specific product requirements and collaborated with software developers to develop unique solutions for Oki to better support customers. • Worked with Engineering Team to Support the Field Service Technicians running into High Level Issues in the Field. Maintained Knowledge Exchange Database of common customer problems. • Supported 500+ Managed Services customers for all customer satisfaction needs, requirements, and issues. Provided troubleshooting for networking issues, updated DCAs and draft proposals, corrected billing issues, and expedited supplies. • Installed, configured, and maintained Microsoft Windows Servers using Active Directory and Exchange Servers on Dell Power Edge Servers in Rack Environments used to duplicate customer environments and to host solutions software including Microsoft Office products.• Leverage solution products to secure Managed Services contracts with medium and large enterprise companies.

Irving, Texas, United States

• Solutions Architect for Professional Services Group, designed solutions for all new customers and existing customers needing a network / hardware / software environment upgrades.• Identify customers’ specific product requirements and collaborate with cross-functional teams of hardware and software engineers to develop unique solutions for each customer. • Support All Managed Services customers for all customer satisfaction needs, requirements, and issues (troubleshoot network issues, update DCAs, draft proposals, correct billing issues, and expedite supplies). • Install, configure, and maintain Microsoft Windows Servers using Active Directory and Exchange Servers on Dell Power Edge Servers in Rack Environments, used to duplicate customer environments and to host solutions software.• VIP Champion providing high-level support for all VIP Customers as a single point of contact for any issue. Kept OKI’s top 5% customers satisfied and returning for more products. • Provide Technical Support for all product technologies for Professional Services on hardware and software solutions. • Leverage solution products to secure Managed Services contracts with medium and large enterprise companies.

Mt. Laurel, New Jersey, United States

Directed 20+ member Tech Support Group for all product network technologies.• Installed, configured and maintained Windows Servers using Active Directory and Exchange Servers for the OKI Support Environment.• Installed and maintained Production SQL Servers for Managed Services Customer Accounts across the country. • Installed, set-up, configured and provided troubleshooting for Cisco routers and switches for customers in network environments.• Product Manager for Network Equipment and Products being developed for our customers. • Trained 20+ new customer service staff on network troubleshooting and networking topology.• VIP Champion, provided high-level support for all VIP Customers. Teamed with Hardware and Software Engineers to fix complex issues including firmware updates and driver fixes. • Key member of Product Launch process to bring new products to market (hardware and software).

Mount Laurel, New Jersey

Directed 20+ member Tech Support Group for all product network technologies.• Created Network Support Group to handle OKI customer networking issues and troubleshooting. Supported Tier 1, 2, and 3 level Issues. • Installed, configured and maintained Windows Servers using Active Directory and Exchange Servers for the OKI Support Environment.• Installed and maintained Production SQL Servers for Managed Services Customer Accounts across the country. • Installed, set-up, configured and provided troubleshooting for Cisco routers and switches for customers in network environments.• Product Manager for Network Equipment and Products being developed for our customers. • Performed network troubleshooting using Wire Shark and Network Distributed Sniffer Software.• Trained 20+ new customer service staff on network troubleshooting and networking topology.• VIP Champion, provided high-level support for all VIP Customers. Teamed with Hardware and Software Engineers to fix complex issues including firmware updates and driver fixes. • Key member of Product Launch process to bring new products to market (hardware and software).

Cherry Hill, New Jersey, United States

Managed the Team that supported Windows Servers supporting 1,200+ users across the country. • Maintain Active Directory Environment, add New users. Group membership Adds/Changes, Password resets and deletes as required.• Administered Exchange Servers which included adding servers, maintenance and adding users.• Managed Desktop Support Group that supported all Applications, OS upgrades and Hardware / Software upgrades.• Oversaw Production Citrix Server / Client environment for all remote users.• Setup and configured Cisco routers and switches on Local and Wide Area Networks.• Planned and implemented Network infrastructure and security for the entire company.• Performed network troubleshooting using Distributed Sniffer on Production Network Environment. • Implemented, set up, and supported UNIX Server Environment.• Team Leader for Disaster Recovery Planning and Testing with SunGard Availability Services.• Moved Data Center to a new location, including multiple Windows Servers, IBM Mid-Range Systems and UNIX Servers. • Managed Data Center construction buildout with Facilities Team for multiple building moves.• Installed remote branch locations which included remote data center, wiring, power requirements, and device installations.