Tom Willingham Email and Phone Number
Tom Willingham work email
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Tom Willingham personal email
As a Google Cloud Services Pursuit Lead, I have 18+ years of experience in leading professional and technical services, developing and executing large deal services strategies, and delivering cloud transformations. I partner with Sales to design and implement services solutions that help our customers in the financial services and digital native sectors unlock value faster as they migrate to or transform with Google Cloud Platform (GCP).My mission is to enable customer success and satisfaction by delivering the best cloud consulting and support experience in the industry. I leverage my ITIL certification, technical acumen, and operational rigor to elicit and prioritize business requirements and deliver scalable platform capabilities. I also serve as a servant leader, a customer advocate, and a collaborative innovator, building and empowering high-performing global teams, establishing enduring relationships with partners and vendors, and embracing and leading change in challenging environments.
- Website:
- goo.gle/3DLEokh
- Employees:
- 315106
- Company phone:
- 916.253.7820
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GoogleAustin, Tx, Us
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Google Cloud Consulting: Digital Native & Fsi Pursuit Lead, Us Central Region At GoogleGoogle Mar 2021 - PresentMountain View, Ca, UsI am the Google Cloud Condulting Professional Services Pursuit lead for finserv, fintech and, digital native select and enterprise accounts, with a focus on partnering with Sales to design and execute against an overall Services strategy that helps our Customers unlock value faster as they migrate existing cloud workloads to GCP and/or transform from on-prem to GCP.
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Google Cloud Support - Systems Transformation LeaderGoogle May 2020 - Mar 2021Mountain View, Ca, UsLed the digital transformation for Google Cloud Support. My team partnered with Google Cloud Support teams globally and IT Engineering to elicit and prioritize business requirements and deliver transformational tool capabilities. My team focused on making it continually easier for our support personas to consistently deliver compelling outcomes for our end customers utilizing the Salesforce.com platform as we transformed from SFDC Classic to Lightning.
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Director, Digital Transformation - Customer Experience Platforms At CiscoCisco Apr 2019 - May 2020San Jose, Ca, UsLed and partnered across Customer Experience (CX) and IT to enable digitized, scalable platform capabilities for CX's Support Services (aka Cisco TAC) teams globally, with a focus on accelerating our Customers’ success by delivering the best technical support experience in the industry. -
Senior Manager, Technology Operations, Customer ExperienceCisco Oct 2016 - Apr 2019San Jose, Ca, UsMy team owned front- and back-end tool capabilities for Cisco's Technical Services organization, which consisted of 6,000+ people working 24x7x365 across dozens of sites globally. My team's primary area of ownership was the next-gen business rules engine that we leverage to enable differentiated Customer outcomes by routing service sequests/cases/collaboration requests (i.e. work) to the *right* support engineer the first time based on hard/soft skills, availability, and workload. We leveraged adaptive analytics and predictive modeling to automate decisions and validate outcomes with robust simulation capabilities prior to implementation, which ensured that governance decisions were data-driven.
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Manager, Technology Operations - Technical ServicesCisco Oct 2012 - Oct 2016San Jose, Ca, UsMy team owns front- and back-end tool capabilities for Cisco's Technical Services organization, which consists of 6,000+ people working 24x7x365 across dozens of sites globally. My team's primary area of ownership is our next-gen business rules engine that we leverage to enable differentiated Customer outcomes by routing service sequests/cases/collaboration requests (i.e. work) to the *right* support engineer the first time based on hard/soft skills, availability, and workload. We leverage adaptive analytics and predictive modeling to automate decisions and validate outcomes with robust simulation capabilities prior to implementation, which ensures that governance decisions are data-driven.
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Business Process Design Manager - Service Delivery TransformationCisco Apr 2009 - Oct 2012San Jose, Ca, UsBusiness owner for the Business Rules Engine (Drools platform) project for Cisco's Global Technical Center. Project goal is to ensure that support requests, collaboration requests and other types of work are matched to the right engineer the first time. Successfully led two major and several minor releases. Currently matching work to 3000 support engineers 24x7x365 in a global delivery environment.
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Team Lead, Technical ServicesCisco Apr 2008 - Apr 2009San Jose, Ca, UsLed a global team of ~100 engineers in Cisco's Remote Managed Services Global Virtual NOC, which included staffing/resource planning, interviewing/hiring, oversight of all work activities involving FTEs and partners, owning resolution of technical- and customer satisfaction-based escalations and duty manager rotation.
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Customer Support Engineer Iii - Technical ServicesCisco Mar 2007 - Apr 2008San Jose, Ca, UsOwned resolution of medium-to-high complexity cases for the Cisco ROS Unified Communications group. Product focus included CCM/CUCM (Windows and Linux), IPCC/UCCE, CME, Unity, IP Phones/Polycoms, and a broad range of Cisco routers and switch products. Protocol/Technology focus: MGCP, SIP, H323, SRST, HSRP, EIGRP, OSPF, MPLS, BGP, VTP, ISDN, Frame Relay, ATM, HSSI, VPN, GRE w-w/o IPSEC, DS1, DS3, OC3, OC12, OC48
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Customer Support Engineer Ii - Technical ServicesCisco Systems Mar 2005 - Mar 2006San Jose, Ca, UsOwned resolution of medium-to-high complexity cases for the Cisco ROS Unified Communications group. Product focus included CCM/CUCM (Windows and Linux), IPCC/UCCE, CME, Unity, IP Phones/Polycoms, and a broad range of Cisco routers and switch products. Protocol/Technology focus: MGCP, SIP, H323, SRST, HSRP, EIGRP, OSPF, MPLS, BGP, VTP, ISDN, Frame Relay, ATM, HSSI, VPN, GRE w-w/o IPSEC, DS1, DS3, OC3, OC12, OC48
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Noc Supervisor, Team Lead, Escalation Engineer, Noc Engineer, Implementation EngineerNetsolve (Cisco Ros) Aug 2000 - Sep 2004San Jose, Ca, Us
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Team LeadCarorder.Com 1999 - 2000
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Customer Investigation ConsultantDun & Bradstreet Aug 1997 - 1999Jacksonville, Fl, Us
Tom Willingham Skills
Tom Willingham Education Details
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Auburn University Harbert College Of BusinessGeneral Mgmt -
The University Of Texas At San AntonioAnthropology & Spanish
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The University Of Texas At AustinClassics
Frequently Asked Questions about Tom Willingham
What company does Tom Willingham work for?
Tom Willingham works for Google
What is Tom Willingham's role at the current company?
Tom Willingham's current role is Googler @Google Cloud Consulting - Digital Native & FSI Pursuit Lead, US Central Region at Google.
What is Tom Willingham's email address?
Tom Willingham's email address is tw****@****sco.com
What schools did Tom Willingham attend?
Tom Willingham attended Auburn University Harbert College Of Business, The University Of Texas At San Antonio, The University Of Texas At Austin.
What are some of Tom Willingham's interests?
Tom Willingham has interest in Children, Economic Empowerment, Civil Rights And Social Action, Politics, Education, Environment, Science And Technology, Disaster And Humanitarian Relief, Human Rights, Animal Welfare.
What skills is Tom Willingham known for?
Tom Willingham has skills like Cisco Technologies, Process Improvement, Project Management, Technical Support, Cross Functional Team Leadership, Vendor Management, Program Management, Operations Management, Leadership, Product Management, Negotiation, Itil.
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