Tom D. Email & Phone Number

Menlo Park, CA, US

Austin, TX, US

Sunnyvale, CA, US

• Managed product quality for enterprise products.
• Achieved alignment with engineering on product quality and bugs' SLAs
• Monitor and built key metrics dashboards and reporting related to product quality and user experience using JIRA, Tableau, and Salesforce.
• Drive initiatives to achieve related goals and improve product quality by reducing bugs volume per code releases.
• Drive overall support readiness for new products and features.
• Collaborated with cross-functional teams to create a new enterprise support process to achieve a faster and more streamlined product quality analysis.

Milpitas, CA, US

• 2 Time Gold Stevie Awards Winner: Customer Service Team of the Year (2017, 2019)
• Provide coaching and mentorship to direct reports. Led direct reports to decrease communication bottlenecks.
• Established direct reports’ KPIs and provide on-going performance feedback and improved processes.
• Maintained and increase multi-million dollars SaaS support packages initiatives.
• Set direct reports’ goals and team objectives. Sustained 99% CSAT for 5 consecutive quarters and 1.2 hours SLA time. Monitor product quality metrics and present reporting metrics.
• Maintained 99% CSAT and 99% response rate with increasing number of enterprise customers.

Milpitas, CA, US

• 99% Customer Satisfaction Rating for three consecutive quarters (Q1-2017 - Q3-2017)
• Develop technical escalation procedures and key drivers of customer satisfaction
• Since 2016, raised Customer Satisfaction rating from 94% to 99.14%
• Proactively identify team-training needs and collaborate with team members to facilitate relevant training to address individual or team needs.
• Proactively communicate with stakeholders to gain company support for improvement programs.
• Expertise building online Knowledge-base and building a Community Forum to lower ticket load on Support team

Milpitas, CA, US

• Take ownership of complex technical customer issues and provide enhanced support for a product or product line.
• Work independently to appropriately prioritize assigned workload and backlog; escalate issues to next level that require code interpretation to resolve.
• Analyze logs and relevant data to troubleshoot and recreate customer issues on approved test systems.
• Enhance a positive customer experience by:a. Creating high quality knowledgebase documents.b. Assisting junior team members by reviewing their knowledge base content submission.c. Assist customers by encouraging the.
• Provide technical assistance to team-members by coordinating ownership of support issue escalations for the product or product line.
• Provide coaching and mentoring to less-experienced team-members to assist with progressing issues, troubleshooting and recreating customer issues.

Houston, Texas, US

• Provided HP SaaS application tier one and tier two technical support for HP ALM QC & PC, BSM, AGM, and PPM.
• Active member of a customer-facing role which involves communication between customers, CSMs, infra, and PSE teams within HP Software as a Service.
• Assisted HP SaaS Infra team with daily duties such as decommissions and reimaging with VM vSphere Client.
• Responsible for investigating support cases that require software, network, and server knowledge while meeting SLAs and SLOs.

San Jose, CA, US

• Performed a full range of system administration functions for the purpose of controlling systems and attaining maximum utilization and efficiency.
• Set up and configure Juniper switches for SCADA rooms within the department for network testing purposes.
• Identified issues related to SJWC information systems and software applications for the purpose of responding to user problems.

Master'S Degree, Engineering Management

Bachelor'S Degree, Computer Engineering

Business Administration And Management