Tom P. Email & Phone Number

Chicago, Il, Us

Charleston, South Carolina Metropolitan Area

- Respond to customer inquiries regarding product functionality or system issues; gather pertinent details from customer to properly assess and respond with action plan/resolution. - Work directly with customers to troubleshoot, research, and resolve questions and issues within our products; Collaborate with other associates and resources required to resolve issues. - Serve as key communication point for issues assigned and work to resolve complex issues while providing system knowledge and expertise; Consistently provide status updates for active issues for both the customer and internal associates - Document all communication and maintain accurate and up-to-date status of all triage actions performed within our issue management system - Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary - Collaborate with Customer Success Managers, Benefit Service Center associates, Solutions Consultants, and other internal teams to provide exceptional support during each customer’s annual Open Enrollment period

Charleston, South Carolina Area

• Develop and administer industry-specific training courses for the electric utility industry encompassing FAA Remote Pilot classroom training, an industry-first utility drone pilot student handbook, hands-on basic drone flight training, inspection training, and hands-on advanced drone inspection training for individuals and companies.• Develop and write Unmanned Aircraft Systems (UAS) General Operations Manuals (GOM) based on FAA guidelines and requirements for manned aviation to proactively equip clients with a robust set of Standard Operating Procedures, a Safety Management System, and other general guidelines to limit liability, increase safety, and improve the effectiveness of their drone program.• Conduct audits of existing drone programs at utility companies and contractors to assess their effectiveness, safety, compliance, and for business process improvement. Propose and implement changes to equipment, software, training, certification, documentation, management, and procedures to ensure the company realizes an ROI.• Manage sUAS inspection operations including utility, solar, and wind asset inspection, thermal inspections, terrain mapping, vegetation/crop multispectral analysis, Lidar- and photogrammetry-based mapping.

• Piloted the UH-60 Blackhawk on aeromedical evacuation missions, proactively anticipating changes or issues through supervision of in-flight treatment in emergent medical situations. Assessed patient needs and platoon objectives to manage employment of medical aircraft, personnel, and equipment with diverse arsenal of flight techniques, equipment, and procedures.• Continually evaluated real and potential risks in order to ensure safe outcome of all training events, including multiple state missions to transport supplies and equipment to Baxter State Park to facilitate Park Ranger missions.• Facilitated training, development, and evaluations of 24 soldiers as well as first-line supervisors. Acted as Forward Support Medical Team leader and training officer.

Charleston, South Carolina

• Managed daily benefit enrollment data extractions from a SQL database, converted data into various schema, reviewed and analyzed data to ensure accuracy, and securely transmitted data to clients.• Worked independently and with the engineering team to address and resolve errors through both manual data repair and software updates, writing and managing over 200 support tickets to ensure bugs and other issues were resolved in a timely and satisfactory manner to ensure customer satisfaction, meet SOW, and reduce costs.• Completed weekly and monthly internal audits to capture statistical data related to the number of errors received and time taken to correct such errors. Developed plans to address data errors and spearheaded a project to repair database consisting of over 10 million rows of benefit enrollment data.• Compiled and authored a Confluence repository for department-wide knowledge to ensure consistency and accuracy of performance and outcomes. Used this repository to conduct training of new-hires on benefits, data management, and system knowledge.

Daniel Island, Sc

Charleston, South Carolina

• Responded to and resolve customer inquiries in a timely and professional manner for highly customizable products. • Triaged system issues, collaborating internally to ensure items are resolved with the highest quality, and provide cause and resolution details to customers.• Completed pre-deployment testing of software patches, updates, and configurations for specific clients and global fixes.• Responded to and resolved over 3,000 testing log items prior to clients entering Open Enrollment.• Competently logged and tracked bugs and other issues using work-management softwares such as Salesforce and JIRA.

Bachelor Of Arts (B.A.), Political Science, International And Military Affairs

Activities and Societies: Cordell Airborne Rangers, Army ROTC, Junior Sword Arch

International Politics, 4.0

Completed an international studies course as well as an internship with The Potomac Advocates as a Research Associate.