Tom Swayne Email & Phone Number

• Monitor, manage and audit case progress
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
• Conduct Periodic Operations Reviews in conjunction with the account team to review Juniper product and support performance
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
• Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
• Provide high level software upgrade guidance by providing SW field experience and release schedule

Williamsburg, VA

• Schedule, facilitate, and participate in regular status meetings to review delivery of the Managed Hosting (MH) Services.
• Review strategic business plans with customers and recommend additional or new services in conjunction with technology requirements.
• Coordinate the deployment of additional components of the MH solution to meet Customer needs.
• Manage SLA’s, maintenance intervals, and activities associated with Customers’ Services.
• Propose methods of resolution when chronic problems occur.
• Ensure Root Cause Analysis (RCA) is accurate.

New Jersey

• AT&T sold the Managed Hosting & Application Services Division to IBM effective 4/1/16.
• Schedule, facilitate, and participate in regular status meetings to review delivery of the Managed Hosting (MH) Services.
• Review strategic business plans with customers and recommend additional or new services in conjunction with technology requirements.
• Coordinate the deployment of additional components of the MH solution to meet Customer needs.
• Manage SLA’s, maintenance intervals, and activities associated with Customers’ Services.
• Propose methods of resolution when chronic problems occur.

- Execute on the delivery of day-to-day operations based upon client agreements.- Responsible for the in-service availability of the client’s services on a 7 x 24 basis.- Project managed overall UVN augments and new ring installs.- Second level escalation point for customer issues.- Directed cross-functional teams that manage $50+ million in UVN.

- First level escalation point for customer orders and troubles.- Managed process improvement team which increased productivity by 300%.- Developed process for turning up Local Number Portability (LNP) customers.- Refined voice and data troubleshooting processes and procedures.- Trained NOC personnel in various voice and data troubleshooting techniques..

- Validated pre-sales contract.- Developed and maintained project plans and budgets.- Orchestrated process for coordinating customer effort with internal team effort.- Designed voice and data rollout schedules for approximately 150 sites.- Created site acceptance packages for remote network management.- Developed process for managing internal client.

Master Of Business Administration (Mba), Technology Management

Master Of Science (M.S.), Project Management

Bachelor Of Engineering (B.E.), Engineering Management