THOMAS (TIM) L. DOOLEY

*** ** **** ***

Cape Coral, FL 33993

239-***-**** - Cell

209-***-**** – Home

acr4wp@r.postjobfree.com

Career Summary

oHighly skilled and motivated professional with more than 18 years managing software support and development personnel.

oRecognized leader in providing direction and motivation to teams of 15 to 50 technical support managers, engineers, and product support experts over an 18 year period.

oHighly organized expert in the creation and implementation of operational processes in the technical support arena.

EXPERIENCE

EMC Corporation, 6801 Koll Center Parkway, Pleasanton, CA 94566

9/99 – 4/15 Senior Technical / Product Support Manager

Responsible for the management of Technical and Product Support teams with a major storage, backup, and archive company. Provided escalation management and personnel leadership for varied-level Technical and Product Support Engineers. Responsible for process definition for support organization. Provided product ownership for the company’s Networker and high availability software suites. Worked directly with Engineering groups to determine fix prioritization and scheduling. Provided director level management of geographically disparate teams, with responsibility for 50+ individuals, including team managers in Australia, Maryland, and Massachusetts. Provided training path for all levels of Support Engineers.

oProvided organizational structure for reorg to geo-based model, including the template for the Product Support organization

oKnowledge Centered Support core and metrics team member

oDeveloped and delivered Management by Commitment support training to all technical support engineers

oClarify 10 Core and UAT team member

oManaged Technical Support Duty Manager rotation and schedule

oDeveloped Disaster Contingency plan for Legato/EMC

oSix Sigma Greenbelt Training

oMentor for all new technical support managers

oManaged DXUL and Avalon software support teams

oSupport processes

oCreation and development

oManagement of organizational support processes

oCreated and maintained the Support Processes and Schedules eRoom

oOracle CSI Core Team member

Thomas Dooley

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Co-Developer of the Fusion Support model and staffing

Lead team member for EMC TCE Initiative

Co-Developer of the Support Triage process, and coordinator for Triage Tool implementation and rollout

Provided absence coverage for Director and VP level management

Award Recipient

oWinner of Legato Summit award

oTwo time winner of EMC Customer Impact Award

oEMC Customer Appreciation Award

oMultiple levels of EMC’s Reward and Recognition Awards (Gold, Silver, and Bronze)

oEMC Global Services Best Practices Award

Sybase, Inc., 6425 Christie Ave., Emeryville, CA 94608

1/97 – 9/99 Technical Support Manager

oResponsible for the management of operational and personnel issues for a Technical Support group

oProvide direct supervision to 12 to 20 Technical Support Engineers, ranging from associate to staff level

oAct as customer escalation focus for 3GL, Replication, Data Warehousing, and Connectivity products within company’s western region

oProvide mentoring and coaching to established, as well as new employees

oDeveloped and implemented company technical support issue transition processes

oResponsible for product management of replication products within company’s North American offices

oInstrumental team member in ISO 9000 process creation, implementation, and certification

8/95 – 1/97 Senior Technical Support Engineer

oProvide technical support for the Sybase 3GL and Connectivity product set, including Open Client (ctlib and dblib), Open Server, ESQL/C, ESQL/COBOL, and ODBC, while maintaining the highest levels of customer satisfaction

oHigh level of knowledge and ability with the PC-related platforms, including Windows, Windows 95, Windows NT, and OS/2

oProvide after-hours and weekend coverage for critical production down issues

oCode and debug reproduction samples using C, Visual Basic, and COBOL. Have established reputation as a connectivity expert with the TCP/IP, IPX/SPX, and Named Pipes protocols from a variety of third-party vendors, providing both internal and external support and consultation in this field

oDeveloped and provided Microsoft Windows NT training program for the Open Solutions Support staff

oInterface with development and engineering staffs to facilitate quick and timely analysis and fixes to customer reported problems

oProvide in-person technical support at customer user conferences

Thomas Dooley

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Unisys Corporation, 2700 N. First St., San Jose, CA 95134

5/88 - 8/95 Senior Software Support Engineer

oProvided Level II support to global support centers.

EDUCATION

1988 Bachelor of Science in Computer Science

National University, San Diego, California

1982 Associate of Science in Administration of Justice

Moorpark College, Moorpark, California

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