Manager Service

KEVIN THOMAS

*** ******** ***** *****, ***** ****2

C: 469-***-****

E: **********@*****.***

Accomplished IT leader with 20+ years of experience and a proven track record in delivering organizational initiatives that improve operations for organizations in diverse industries. Adept at all project functions, including planning and strategy, identifying project and program needs, evaluation performance, resolving issues, implementation, and testing, while ensuring all deliverables completed on time and exceed expectations. Proficient at implementing organizational changes companywide. In-depth knowledge of hardware and software, networks, servers, and multiple business applications with the ability to complete business analysis and infrastructure development. Proven leader with a history of training and implementation, and directing high-performing teams. Exemplary communication and interpersonal skills used to interact with stakeholders, associates, senior leaders and vendors.

Strategic Planning Project Management Customer Service Process Improvement Relationship Building

Team Leadership Training & Implementation Railroad Billing and Fleet Management

Operating Systems Logical and Physical Computer Technology

Petroleum Service Company, Pasadena, TX Contracted 2/20-9/20

Operations Business Analyst

Lead six rail repair plants through the implementation and training of RailcarRx software systems and streamlined processes for all rail repair staff, accounting personnel, and support to ensure a seamless billing and documentation process.

Solution based liaison between site managers and software development team assuring software users needs were met, functionality of application was logical, and plant explicit utilization was in compliance.

Developed site specific job codes in accordance with definitive processes, repairs and time standards.

Performed quality control of system efficacies and adjusted instruction to meet areas of opportunity.

Ensured the authenticity of systems that were set up to meet the demands and requirements of the clients’ software needs through accountability checks and bridging communication between client and RailcarRx team.

Managed multiple facets of billing processes, including inventory and accounting of parts, labor, and completion documentation.

Partnered directly with RailcarRx development team to write and initiate any adjustment needed to support the processes within the plants. Performed reliability testing to establish validity of updates and effectiveness.

Collaborated with RailcarRx IT team to vet design, testing and validation plan for software, ensuring user expectations for system performance were met and exceeded.

Proficient in AAR Billing, RailcarRx, railroad inspection, railcar fleet management, and RailInc. products.

PRIMUS Global Services, Irving, TX 2015-2020

Implementation Manager/Product Support (RailcarRx)

Managed multiple IT projects, including development and implementation of RailcarRx software billing systems within over seventy railcar locations.

Developed and delivered a seamless and restructured service desk ensuring an established brand loyalty and successful program resulting in a client growth of nearly 75%.

Created long-term plans to solidify businesses followed industry best practices and positioned RailcarRx as a leading software amongst the rail industry.

Lead weekly meetings to review status, issues, risks and personalized client requests, regularly conferring with CEO on long-term strategy and client retention.

Supported client through continued development and training through both in person instruction as well as virtual groundwork to ensure a successful application of the software.

Authored user guides for use by clients, software users and internal teams.

Collaborated with client IT team of vet design, testing and validation plan for hardware, ensuring RailcarRx performance and establishing user expectations for system performance.

CINet/Red Vector E-Learning, Dallas, TX 2010-2015

IT Implementation and Project Manager

Lead 100+ customers through migration process of enhanced software upgrade.

Authored instructional guides utilized by client teams and software users.

Fulfilled role of Service Manager during migration, addressing user needs, ensuring application functionality and adhering to metrics.

Managed internal team expectations and resolved conflicts as necessary.

Designed and implemented helpdesk to increase customer satisfaction while developing education programs for helpdesk and support staff leading to increased first-call resolution rate and reduction of abandoned calls.

Established communication plans and delivered project communications, such as progress reports, proposals, requirements documentation, and presentations.

Created and executed service desk KPIs with business units to ensure proper levels of coverage and accurate knowledge of systems.

Spherion, Inc. / CapGemini, Irving, TX 2001-2009

Manager of Service Department

Provided direct oversight and leadership to a team of 40 in a high volume service department, facilitating Sprint customers with technical questions on functionality and transference of service provider.

Successfully resolved technical escalations on behalf of the executive team.

Communicated resolutions, status updates and long term solutions to assigned executive business department.

Bachelor of Science, Business Information and Network Engineering, University of North Texas, 2003

Software proficiency in TCP/IP, IPX/SPX, AppleTalk, UNIX/Linux, Macintosh, Windows 11, Microsoft Office, HTML, and Visual Basic.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

EDUCATION & CREDENTIALS

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