Thomas S. McFadden
908 Haddon Hall Drive
Apex, North Carolina 27502
(919) 303-0815
E-mail [email protected]
Technical Sales
Manager Customer Service; Sales Support; Telecomm Specialist; Pre-Sales Support
An individual with over seventeen years technical experience, ten years management experience, and eight years experience in the telecommunications industry, seeking an opportunity to move from sales and customer support to direct technical sales.
I have demonstrated the ability to apply advanced management techniques to ensure corporate operations meet business needs, ultimately determined effective by the customer. Key strengths and capabilities include:
Problem Solving
Training and Coaching
Organizational Development
Solutions Through Technology
Innovative Thinking and Application Development
EDUCATION AND TRAINING
I attended Duke University, Fuqua School of Business, and completed the Program for Manager Development, September - October 2000.
I have received a Masters of Business Administration - Technology Management with the University of Phoenix. I have received a BA in Management and an AS in Nuclear Engineering Technology. I have completed numerous courses focused on personnel management, telecommunications systems and applications, and courses associated with nuclear power systems and operator training.
SELECTED ACCOMPLISHMENTS
Technical Support
Presales support: Assisted with the securing of global communications contracts, many worth over $1 million/month. Presented solutions to customers with networks consisting of frame relay, ATM, private line data (T-1, DS-3, OC-3, and higher), VPN, ISDN, and more. Participated as the direct customer contact for service solutions.
Post-sales support: Provided first-level helpdesk support for the company's largest multi-national customers. Responded to reactive and proactive service issues affecting the customer's packet data, frame relay, VPN, ISDN, dedicated data, satellite service, voice, and other global services. Developed recommendations for network enhancements based on monthly service data.
Creative Solutions
Technology Implementation: Implemented new technologies in support of enhanced on-line customer service. Developed requirements for an on-line system for customers to communicate with the network service organization. System initially deployed in Asia-Pac for Global customers. Received divisional "generation d" technology award.
Global Customer Service
Global Customer Service: Managed the company’s premier global customer service center supporting revenue in excess of $800 million/year. Organization provided front-end technical service support, global order entry and provisioning management, and centralized technical service management expertise for customers having large complex multinational telecommunication networks.
Call Center Management: During post-merger activities, I integrated similar call center functions into a more cost efficient structure leveraging synergies offered by each group. Project required the design of staffing models, inbound call routing plans, and disaster recovery plan for an integrated global customer service center.
Financial Management: Created a model to size customer service requirements and determine the operating budget required to support the specific needs of customers having annual revenue from $1 million to $120 million. Developed responses for customer RFPs and consulted with sales teams on customer solutions.
Telecommunications Training/Consulting
Sales and Product Training: Developed and presented presentations to large corporate customers and sales teams. As manager of MCI Sales Engineering, presentations were conducted for accounts in excess of $20 million/year. Delivered sessions on network and call center management, and network/billing usage analysis.
CAREER OVERVIEW
During my career with MCI Worldcom (1992-2001), I have served in increasingly responsible positions, culminating as Senior Manager WorldWide Center Development. Position responsibilities included divisional integration (US, Europe, and Asia) of all products, developing programs/systems to increase service offerings, and creating programs to improve overall quality for an organization consisting of over 600 employees. Manager Global Customer Service. As a manager of the Cary WorldCenter I was responsible for delivering premier customer service to the company’s top 50 Global customers. Services provided include customer service help desk, order entry/provisioning management, and dedicated technical service management. In addition, I had department budget and new contract responsibility. Manager Information Systems and Technology Training, and, Manager IT Division College Recruiting. As the manager of Technical Training I was responsible for development and delivery of technical training to a technology-based organization consisting of over 5000 employees. Training offered by my group included structured development methodologies and languages, PC/Object Oriented development technologies and languages, project management skills, software engineering principles, and internetworking. As the manager of IT College Recruiting I was responsible for developing a program to meet the staffing needs of the IT division. During my term as Manager, MCI Sales Engineering, I was responsible for the delivery of technical presentations to MCI customers and sales teams. These presentations included pre-sale product overviews to customers from Business Markets, Carriers, and Government Accounts. While a member of the MCI Customer Product Training team, I concentrated on communication network transmission principles for voice and data applications and was responsible for delivery of training in support of customer network and call center management applications.
During a distinguished career in the United States Navy (1983-1992), I served as the lead Staff Training Group representative responsible for certifying, developing, and delivering technical training programs in support of nuclear operator certification. In addition, I served as Manager Electrical Division and Quality Control Supervisor.