Tom Perry Email & Phone Number

American Fork, Ut

Transitioning from QA Manager role within company to a new position.My duties entail the following.Support - Using 4 years of experience with our software to provide solutions to our clients and their users.Technical Analyst - Using my experience with our systems to ensure the tasks at hand, either new development or resolving bug, to ensure the changes requested met our clients needs while ensure it continued to improve our software solutions.Issue Prioritization -… Show more Transitioning from QA Manager role within company to a new position.My duties entail the following.Support - Using 4 years of experience with our software to provide solutions to our clients and their users.Technical Analyst - Using my experience with our systems to ensure the tasks at hand, either new development or resolving bug, to ensure the changes requested met our clients needs while ensure it continued to improve our software solutions.Issue Prioritization - Prioritize tasks presented to Development Team via Kanban processClient Communications - Improve our client communications.Client Invoicing - Assist Billing Manager in client invoicing. Show less

American Fork, Utah

Work with the Quality Assurance Team at Rock Solid Internet Systems to ensure our products exceed customer expectations.Agile Development with releases ranging from 1 week to 2 weeks depending on need. Test new development and also perform manual regression for all releases.Responsible for all releases on 2 of the 3 company services. Working to add automation to our testing suite with handicaps of a Flex based application.

Manage Support Department for company. Hire and train new employees. Develop training materials to be used by staff. Create training materials to be used by customers. Provide feedback and suggestions on products and services to improve all products and services. Create schedules and manage metrics to ensure the department meets guidelines. Beta testing new tools to ensure functionality and meet customer requirements. Currently working on transitioning the department from a Support Team… Show more Manage Support Department for company. Hire and train new employees. Develop training materials to be used by staff. Create training materials to be used by customers. Provide feedback and suggestions on products and services to improve all products and services. Create schedules and manage metrics to ensure the department meets guidelines. Beta testing new tools to ensure functionality and meet customer requirements. Currently working on transitioning the department from a Support Team to a Success Team where we do not only fix issues and train customers but provide the customer advice to ensure they are successful in their careers.Key Achievements:Streamlined department from two teams into a single team handling all call volume to improve response time.Manage data studies to ensure quality of our services.Employee of the Year - 2010. Show less

Oversee operations in Network Operations Center of the UTOPIA network. Worked with fiber optic installers on all installation issues to ensure customers are connected to the UTOPIA network. Assisted with all Service Providers on the Utopia Network to troubleshoot customer issues. Developed training materials to be delivered to Service Providers for the various tools provided them. Assisted with different departments within the company to reconcile billing issues for equipment that was not… Show more Oversee operations in Network Operations Center of the UTOPIA network. Worked with fiber optic installers on all installation issues to ensure customers are connected to the UTOPIA network. Assisted with all Service Providers on the Utopia Network to troubleshoot customer issues. Developed training materials to be delivered to Service Providers for the various tools provided them. Assisted with different departments within the company to reconcile billing issues for equipment that was not billed correctly. Show less

Oversee all new agents employed on Gateway Retail Account and ensure that they are trained to meet needs of the client. Provide all training for agents on account to ensure Alorica met its contractual agreements with client. Managed development of Knowledge Base used on account. Coordinate all research on account to meet all needs of floor agents in successfully assisting customers. Point of contact for other contact center for support needs. Point of contact for client on technical… Show more Oversee all new agents employed on Gateway Retail Account and ensure that they are trained to meet needs of the client. Provide all training for agents on account to ensure Alorica met its contractual agreements with client. Managed development of Knowledge Base used on account. Coordinate all research on account to meet all needs of floor agents in successfully assisting customers. Point of contact for other contact center for support needs. Point of contact for client on technical issues. Key Achievements:Tasked with developing new training materials on new application with only one week development time to be presented to Fortune 500 Company.Decreased New Hire Average Talk Time by over 2 minutes with new training process. Show less