Tom Saraceni's Location
Raleigh, North Carolina, United States, United States
Tom Saraceni's Contact Details
Tom Saraceni work email
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About Tom Saraceni
Growing up, I spent most of my waking hours playing and working on the golf course, where I learned a few things rather quickly. I was never going to be a professional golfer, I love interacting with people, and there are many ways to solve a problem—whether that’s fixing a swing flaw or resolving a complaint from one of the members.My passion for problem-solving and working with others made me a perfect fit for the field of Customer Success and Support, where I have spent nearly two decades delivering innovative software solutions and building strong client relationships in technology and engineering for a Fortune 500 company. I bring proven results developing and coaching high-performing, global teams while streamlining processes and business operations. I enjoy leading strategic initiatives and staying abreast of industry research and trends to enhance company growth. For the right opportunity, I would be willing to relocate in the US or internationally.
Tom Saraceni Work Experience Details
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Senior Director Of Global Product Support At BoomiBoomi Dec 2018 - PresentConshohocken, Pennsylvania, Us -
Director - Software SupportBoomi Nov 2018 - PresentConshohocken, Pennsylvania, UsLeads multiple global teams (US, UK, India, Australia) of software engineers and managers responsible for providing remote technical software support to small and mid-size businesses using Dell Boomi’s cloud solutions in the iPaaS market space.
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Program DirectorIbm Nov 2017 - PresentArmonk, New York, Ny, Us✔ Lead multiple global teams (Ireland, India, Korea, China, Japan) of software engineers and managers responsible for providing remote technical support to small and mid-size businesses (SMB) and Fortune 500 companies using IBM’s cloud and enterprise software in the mobile and social market space✔ Provide status updates, analyze metrics and KPIs, and ensure all work is completed on time and within budget✔ Work with IBM executives and others to develop action plans for open customer issues, streamline business operations, and push strategic initiatives -
Customer Satisfaction ExecutiveIbm Mar 2017 - Nov 2017Armonk, New York, Ny, Us✔ Steered a cross-functional, cross-organizational team to expedite problem resolution for SMB and Fortune 500 companies using IBM cloud and enterprise software ✔ Worked directly with customers and internal stakeholders to create and implement project plans to deliver software solutions. Acted as single point-of-contact for customer escalations✔ Cut problem resolution time by using Cloud Chat Bots and increased Net Promoter Score (NPS) by 10 points✔ Facilitated weekly customer cadence calls to recommend software improvements based on trend analysis of key metrics ✔ Identified and coordinated training for customers and Worldwide Level 2 (L2) software support organizations
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Senior Manager Cloud Devops And Operations Control CenterIbm Aug 2016 - Mar 2017Armonk, New York, Ny, Us✔ Directed a team of worldwide software engineers responsible for maintaining, monitoring, and delivering new code to IBM’s test and production cloud software 24/7/365✔ Grew velocity of code delivery to cloud from monthly to weekly after implementation of an agile squad team model✔ Initiated a metrics framework, which eliminated all non-actionable alerts in production and test cloud environments and shortened initial time to alert response from five minutes to two minutes✔ Reduced customer-reported cloud incidents through the implementation of a self-diagnostic and self-healing framework for customer-impacting events
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Senior ManagerIbm Jan 2013 - Aug 2016Armonk, New York, Ny, Us✔ While living in Manila, built and managed new 24/7/365 Level 2 (L2) software support responsible for providing remote technical support to SMB and Fortune 500 companies using cloud and enterprise software solutions in the mobile and social market space✔ Drove the recruitment and training of 144 software engineers and managers; developed and implemented an employee support certification process to evaluate, identify, and improve technical and soft skill gaps✔ Exceeded all KPIs for the Manila L2 Software Support Center from the center’s first year of existence forward✔ Proactively improved client satisfaction each year ✔ Created and standardized a customer escalation process for all global support centers
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Senior ManagerIbm Apr 2011 - Dec 2012Armonk, New York, Ny, Us✔ Managed daily operations of a Level 2 (L2) software support organization consisting of 60 software engineers and managers responsible for remote technical support to SMB and Fortune 500 companies using IBM’s WebSphere Portal and Web Content Management enterprise software✔ Stepped up customer satisfaction✔ Established a Serviceability Tiger Team that developed product serviceability improvements and tools✔ Reduced problem determination time through enhanced product logging and automated analysis
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Software Development Manager – Websphere PortalIbm Apr 2008 - Apr 2011Armonk, New York, Ny, Us✔ Provided technical guidance and people management for a team of 15 software developers in the US, Ireland, and India responsible for delivery of the WebSphere Java Content Repository✔ Cut code defect rate and increased automated unit test coverage ✔ Slashed Java Content Repository build time ✔ Led transition from waterfall to agile software development model
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Software Development Manager – Lotus QuickrIbm Oct 2006 - Apr 2008Armonk, New York, Ny, Us✔ Supervised daily operations for a team of 18 software developers responsible for design, development, and support of the Lotus Quickr API✔ Created a Level 3 (L3) support team for the Quickr API to separate development and support responsibilities✔ Managed and resolved external client software issues and increased membership in the business partner program ✔ Shored up product quality by initiating a closed-loop feedback process, allowing internal testers and external customers to provide product feedback
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Level 2 Software Support ManagerIbm Mar 2005 - Oct 2006Armonk, New York, Ny, Us✔ Directed a team of 22 software engineers responsible for providing remote software support to SMB and Fortune 500 companies using the WebSphere Portal and Web Content Manager enterprise software solutions✔ Created and led the Web Content Manager Get Well Plan, which reduced the product defect rate and eliminated customer-specific builds of the product✔ Oversaw technical training for a new Level 2 customer support team responsible for providing remote technical support for WebSphere Portal and Web Content Manager located in India✔ Improved customer problem resolution self-sufficiency, which significantly increased product content available online
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Proactive Customer EnablementIbm Jan 2004 - Mar 2005Armonk, New York, Ny, Us✔ Provided remote and onsite technical support for installation, configuration, usage, and defect support of WebSphere Portal and Web Content Manager enterprise software solutions✔ Recognized as a global technical expert for WebSphere Portal and Web Content Manager✔ Provided training to team members on the technical concepts of WebSphere Portal and Web Content Manager✔ Created and presented “WebSphere Portal Debugging Best Practices” at Lotusphere, a premier conference for IBM customers and business partners
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Level 2 Support – Websphere Portal/Web Content ManagerIbm Jan 2002 - Jan 2004Armonk, New York, Ny, Us✔ Delivered level 2 remote software support for installation, configuration, usage, and defect support of WebSphere Portal and Web Content Manager enterprise software solutions✔ Held role of Lead Technical Support Engineer for the Portal 4.1 Beta program✔ Presented “How to Leverage Portal Customer Support” at the WebPortal Users Group Conference✔ Attained a 95% customer satisfaction rating
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Level 2 Support – Host IntegrationIbm May 2000 - Jan 2002Armonk, New York, Ny, Us✔ Offered remote level 2 software support for installation, configuration, usage and defect support for multiple Java-based and network communication server products✔ Achieved team lead role for WebSphere Transcoding Publisher support after one year✔ Acted as technical support lead for the transition of the Netware for SAA product from IBM to Novell
Tom Saraceni Skills
Java Enterprise Edition
Soa
Java
Websphere
Agile Methodologies
Software Development
Integration
Solution Architecture
Enterprise Software
Enterprise Architecture
Xml
Software Project Management
Cloud Computing
Websphere Portal
Unix
Cloud
It Strategy
Customer Relationship Management
Project Management
Requirements Analysis
Management
Artificial Intelligence
Agile And Waterfall Methodologies
Business Process Improvement
Policy Analysis
Strategic Planning
Software Development Life Cycle
Devops
Operations Management
Linux
Team Leadership
Technical Support
Web Services
Leadership
Sql
Ibm Db2
Mobile Devices
Testing
Program Management
It Service Management
Business Analysis
Business Intelligence
It Management
It Operations
Customer Service
Strategy
Software As A Service
Tom Saraceni Education Details
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University Of North Carolina WilmingtonApplied Mathematics
Frequently Asked Questions about Tom Saraceni
What company does Tom Saraceni work for?
Tom Saraceni works for Boomi
What is Tom Saraceni's role at the current company?
Tom Saraceni's current role is Head of Global Product Support at Boomi.
What is Tom Saraceni's email address?
Tom Saraceni's email address is pi****@****ail.com
What schools did Tom Saraceni attend?
Tom Saraceni attended University Of North Carolina Wilmington.
What skills is Tom Saraceni known for?
Tom Saraceni has skills like Java Enterprise Edition, Soa, Java, Websphere, Agile Methodologies, Software Development, Integration, Solution Architecture, Enterprise Software, Enterprise Architecture, Xml, Software Project Management.
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