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• Manage non-technical escalations• Conduct Juniper Customer Support process training/review sessions• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)• Manage Install Base Inventory and Entitlements• Coordinating support efforts among multiple organizations

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.• Track action items to closure.• Partner with Customers on the following:• Address billing inquiries• Change requests• Change control• Staffing• Prioritizing key initiatives• Manage conflict resolution

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.• Ensure Root Cause Analysis (RCA) is accurate.• Track action items to closure.• Partner with Customers on the following:• Address billing inquiries• Change requests• Change control• Staffing• Prioritizing key initiatives• Manage conflict resolution

- 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 contracts.- Managed approx 11% of overall volume of UVN Provisioning Requests.- Improved client satisfaction from distressed to a reference customer.- Reviewed performance and SLA reporting with the client.- Coordinated efforts of Sales, Life Cycle and Service Management Teams.- Train new employees in technology and processes.

- 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.- Compiled daily productivity reports for installations and trouble tickets.

- 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 specific websites.- Trained new employees in practices and methodologies of the business.

Master Of Business Administration (Mba), Technology Management

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

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