Thomas Shallon Email & Phone Number

Menlo Park, Ca, Us

Lead a team that is accountable for creating the vision and strategy for delivering products and services from Genesys premise and cloud offers. Drive the development, prioritization and execution of product roadmaps in collaboration with R&D and Cloud Operations teams. Collaborate with key stakeholders across the company, partner network, and customers with a focus on capturing detailed requirements, testing hypothesis, and enabling adoption of new features and services. Ensure product compliance in regulated markets. Establish new processes and feedback loops into the product team.Analyze initiatives for ROI and opportunities to drive financial and operational excellence and growth. Work closely with Marketing team on external communications. Present at industry events to customers and partners regarding product strategy and roadmap, and to company executives on product strategy and performance.

Menlo Park, Ca, Us

Worked with Product Management and Development teams to guide product vision, license structures, and pricing models. Acted as primary technical point of contact across the company for product guidance. Interfaced with key enterprise customers in order to maintain technical relationships and drive effective use of the platform.Defined hardware and software standards across global Pure Connect Cloud contact center platform. Ensured adequate capacity to maintain Service Level Agreements, new logo growth, and geo-redundancy goals. Managed relationships with vendors to determine integration strategies for 3rd party products into the cloud environment. Reviewed proposed customer designs and proactively enabled Sales team through training and documentation to ensure supportability and margin.

Indianapolis, Indiana, Us

Managed, coached, and developed a global team of 50+ Professional Services engineers and consultants responsible for premise and cloud based software implementations. Drove process improvement in order to increase engineer utilization. Worked directly with Support and Development teams to prioritize product bug fix and feature development. Engaged closely with Operations team to assist in development of internal project management tools.Interfaced with executives to build and gain approval for departmental improvement plans. Defined updated interview process in order to expand team with highly experienced candidates. Defined and developed Team Lead structure in order to keep pace with departmental growth. Defined, hired, and developed Manila based team through a 3rd party outsourcing company with a focus on scalability and increased operational efficiency.Worked with team members to build career plans with branching goals and objectives. Worked with US and international employees on securing visas for temporary and long-term work outside of their home countries.

Indianapolis, Indiana, Us

Lead technical project teams performing new software implementations for large strategic customers. Gathered requirements, provided best practices consultation, and divided workloads among team members in order to best utilize skill sets. Maintained ongoing relationships with key customers, ensuring their success on the platform.Relocated to Frankfurt, Germany under a staff augmentation contract for a large multinational customer as Communications Manager. Led customer resources on best practice usage of the system, provided deep technical and change management training, and oversaw daily operations and new business unit deployments across the system.

Indianapolis, Indiana, Us

Relocated to Irvine, California in order to open new regional office. Frequently traveled to customer sites for software/hardware troubleshooting and issue resolution, with a focus on critical situations for highly escalated customers. Performed implementations and training for new customers while defining processes and best practices for current releases of software. Traveled across our global offices to provide training on technical and process topics to new hires.

Indianapolis, Indiana, Us

Provided 2nd level telephone, email, and chat support to partners and direct customers. Updated internal and external documentation, worked with development on bug fixes and new feature requirements. Participated in continual service and process improvement initiatives.

2nd shift administrator for IT operations, including the key timing of start of printing. Responsible for the entire IT environment, including Microsoft and Apple servers and workstations, local AS/400 mainframe, Cisco networking stack, and computer-to-press equipment.Designed, sourced, and implemented the infrastructure necessary to support the business transitioning to a new state-of-the-art Manroland Berliner printing press, the first of its kind in the US, in a new location.

West Lafayette, In, Us

Troubleshooting for end users of servers/desktops over the phone, email, and in person. Assisted with large technology and process improvement project.

West Lafayette, In, Us

Hardware Technician for the Engineering Computer Network. Responsible for mainframe, server, and desktop hardware troubleshooting and repairs.

Served in many roles, including salesman and service technician. Traveled to customer sites for hardware/software/network installation and troubleshooting. Ran shipping and receiving, and assisted in inventory management.

Busboy/Dishwasher.