Timothy Armstrong Email & Phone Number

San Jose, California, United States

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. I provide expert product and technical knowledge to assist our direct sales team with understanding a potential or current customers business and technical need for data protection, their systems and architecture demands and translate that into an innovative and creative data protection solution built around Thales’s market-leading products.I am a trusted advisor here to support customers and prospects on how to effectively utilize all of our outstanding and innovative solutions.

San Francisco Bay Area

Meals on Wheels has been guided by a single goal since the first known U.S. delivery by a small group of Philadelphia citizens in 1954 – to support our senior neighbors to extend their independence and health as they age. What started as a compassionate idea has grown into one of the largest and most effective social movements in America, currently helping nearly 2.4 million seniors annually in virtually every community in the country.

San Francisco Bay Area

Provide both internal and external training. Assist with client product deployments (both planning and execution) of Guardium/Vormetric solutions on several platforms and database server hosts. (Linux, AIX, Windows, etc). Hardening database servers against exploitation and privilege escalation.Provide IBM Security Global Support with annual refresh training on encryption best practices and deployments using the IBM GDE| Thales Vormetric Data Security Expert. Produce YouTube training videos for both internal and client facing use cases.IBM Security world-wide subject matter expert on applied cryptography, key management, cloud gateway technology, and other upcoming products designed around our encryption suite.

San Francisco Bay Area

Implemented and enforced the use of a cloud based ticketing system in-place of the direct (unaccounted for) emails to IT.Developed a ‘How-To’ guide for new IT engineers on system provisioning/triage/and proper customer (internal) service practices.Assisted with Vormetric’s expansion during the Thales aquisition to to a new facility, ensuring network integrity, Flex voice line functionality, and network scanning capabilities.Deployed the use of industry standard tools (Puppet, Chef, Docker, AWS, EC2) to automate several processes reshaping the way forward.Dashboard development using 3rd party tooling.

Sunnyvale

Responsible for the assurance of smooth operating Customer Success and IT departments, overseeing six Customer Success Engineers, IT Engineers and Network Engineers. Methodically planned, tested and deployed both a highly scalable enterprise level IT support and customer success infrastructure from the ground up receiving company wide recognition from both the Board of Directors and Board of Investors.Oversee IT, Support and CSM teams to ensure requests are resolved in a timely and effective manner while maintaining customer advocacy and low churn rates.Provide extensive reporting and monitoring on all cloud applications (AWS, EC2, RS, SFDC, Desk.com, and more)Mitigate customer escalation through developing direct customer resolution plans.Work with Product Management, Marketing, Sales and IT teams to initiate an optimal software release process to promote both operations and customer readiness/on boarding.Manage day to day operations of CSM and IT integration systems, maturing and automating them as needed.Handle challenging customer engagements in an enterprise environment with a calm demeanor and approach.Develop and maintain a group ‘Playbook/Continuity’ system including a shared knowledge-base, various collaboration tools, and training materials to ensure colleagues are kept up to speed at all times.Create metrics visibility plan across all organizations.Develop dashboards for television displays and mobile devices that measure key focus areas (Support status, CSM rates, Sales development and leads, Marketing Campaigns, AWS Monitoring) in real-time.

San Jose

Spearheaded the use and deployment of new CSM and Support solution system. Provide training on usage of the new system, radically increasing customer satisfaction, productivity and efficiency while drastically reducing case time from creation to resolution.Developed a "Playbook" model for new support engineers to see a case from creation through resolution.Provide customers with remote implementation assistance, policy creation, and training of the Vormetric Data Security Expert encryption hardware and software solutions.Provide WOW support to information security experts including 90 percent of all Fortune 100 companies who use many of the Vormetric data security solutions. Including encryption, tokenization, and cloud gateway technology.Crisis and conflict management, collaboratively working with all teams including: Support, CSM, PM, PS, Sales, Marketing, Interoperability lab and Engineering teams to ensure a timely resolution to un-resolved cases, while communicating effectively and courteously with our customers to ensure satisfaction, confidence and longevity.Leader in case resolution/satisfaction rate year after year.Experience with JIRA, Zendesk, Salesforce, and other leading industry tools.

Los Angeles Metropolitan Area

Established and developed a business specializing in custom-designed, engineered, and installed advanced home and business automation lighting, HVAC, power line control and security systems along with acoustically optimized home theaters.Generated over $4 million in revenue within the first two years, demonstrating significant marketimpact and growth.Grew the business to a team of 10 employees, providing leadership and fostering a culture ofinnovation and excellence.Built a client base of highly influential individuals, including celebrities and business leaders,offering bespoke automation solutions.

Edwards Afb California

Started as an entry level Technical Support Engineer and over time progressed into many positions within the department leading me to a senior management role.Coordinate with Government contractors, Northup Grumman and Oracle to develop deployment plans for several solutions. Led the first implementation of a worldwide rollout with complete success. As a result 100% of all U.S Government military bases and contractors have now been migrated over a span of 3 years.Collaborate monthly with Oracle for database updates and maintenance in support of the SATS deployment.Install necessary wireless repeaters, cabling, and routing hardware for global asset tracking.Off-site hardware and software field support for several enterprise contractors.Coordinate with Unisys, Computer Sciences Corporation and the U.S. Federal Government for end user system migrations of over 25,000 workstations and servers.Assist vendors with network architecture and layout in order to retrofit fiber optic cabling in place of existing BNC coaxial lines.Developed an in-house case management system using ASP, SQL and IIS technologies before migrating to Remedy IT.Track technical issues & customer escalations using Remedy IT reporting weekly metrics directly to the board of executives.Development and design of the USAF intranet portal used by over 300,000 customers worldwide to streamline my personal approach to a paperless environment saving an estimated $1.8 million a year in printer, paper, & maintenance costs. Responsible for mentoring and training new employees on all hardware systems and software applications supporting the USAF logistics system.

Education record

Education record