TOMARA D. HARROLD
Woodstock,GA
Summary
Experienced Operations Leader specializing in Information Technology, Program Management, and Product Support while focusing on protecting the Customer Experience. I am analytical as well as agile with a focus on details, communication, and overall strategy. Through collaboration, business intelligence and analysis, I implement solutions that target efficiency, employee engagement and profitability. I have experience successfully leading diverse teams, with varying and often competing priorities.
KEY KNOWLEDGE, SKILLS, AND ABILITIES Team Leadership - Process Engineering -Data Analytics - Business Intelligence - Product, Program and Lifecycle Management - Operations and Change Management - Organizational Design - Legal and Regulatory Compliance
Overview
25
25
years of professional experience
Work History
IT Command Center Leader
The Home Depot
04.2023 - Current
- I lead a team of Network, Windows, Unix, and Database engineers, who support customer facing associates and are responsible for the health of the internal IT network
- I contribute to the overall success of the Command Center by ensuring that assigned team members meet and/or exceed department goals and objectives
- Key Responsibilities:
- Operationalize strategic activities of the Command Center to achieve performance targets
- Drive engagement by building an effective and high performing team and by leading in a manner that inspires
- Work with contact center managers to identify operational improvements and promote interdepartmental partnerships.
- Created personnel training events to educate staff on internal policies and governmental recommendations and guidelines.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
Corporate Field Operations Leader
Cox Communications Inc
05.2015 - 01.2023
- Managed the development and implementation of programs related to the Cox Homelife brand
- Supported Field Operations related process improvements, product launches, and owned lifecycle management for the Cox Homelife product suite
- Core Responsibilities:
- Lead cross-functionally to implement product launch strategies across Field Operations
- Maintained and enhanced performance management and knowledge sharing tools
- Responsible for product level maintenance
- Training development and deployment
- Selected Accomplishments:
- Implemented process enhancements that allowed installations and service calls to continue during the pandemic
- This increased an already exceptional NPS score for Field Operations by 10 points
- Increased Technician satisfaction by introducing a device assumptions initiative that corrected time onsite challenges
- Achieved Homelife Hero status – a prestigious peer nominated award for excellence in Field Operations and customer support.
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Analyzed department metrics and performance and reported findings to management.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Generated reports detailing findings and recommendations.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Maintained database systems to track and analyze operational data.
Service Delivery Leader
Peak 10 Inc
- Central Network Operations Center
- Led the Central Technical Assistance Center (Central NOC), and the newly implemented Contact Center
- I also provided oversight for the Training Department and developed training plans for career development, and compliance
- I supported 23 Engineers and 4 supervisors
- Selected Accomplishments:
- Second Level escalation point for global incident coordination and customer communication
- Successful change management and service delivery process development
- Responsible for employee development, team building, tools, and resource allocation
- Directly responsible for the recruiting NOC employees
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Business Intelligence Manager
Cbeyond Inc
- Provided insights into business operations and objectives by delivering accurate and timely reports to key business leaders
- Developed and maintained a performance dashboard
- Responsible for Network and IT reporting and Customer Satisfaction Analysis.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Collaborated with stakeholders to identify business needs and data sources.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Created dashboards to monitor and track key performance indicators.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Implemented business intelligence solutions to increase operational efficiency.
- Developed and maintained data warehouses and data marts to support business operations.
- Developed data mining algorithms to identify and classify patterns in data.
Network Operations Center Manager
Cbeyond Communications
- Documented, or approved, all performance reviews, disciplinary documentation and coaching sessions to ensure leadership compliance to the performance management process
- Developed and enhanced processes which lead to an overall Access Network Availability percentage of 99.998%, Distribution Network Availability of 99.999% and a Core Network Availability of 100.00
- Held change management meetings to inform impacted staff of forthcoming network downtimes and alterations.
- Responded to network outages and issues related to circuits, websites, vendors and telecoms.
- Maintained prescribed network software configurations to support consistent and reliable infrastructure performance levels.
- Installed monitoring tools, defining alarm conditions to illicit automated and human responses to faults and attempted intrusions.
- Managed Network Operating Center (NOC) technical infrastructure and server performance.
- Designed specific escalation processes for detected faults and intrusion attempts, defining response hierarchies to promote optimal outcomes.
- Maximized system availability through development and testing of contingency plans.
Education
Certificate - PMP
Kennesaw State University
Kennesaw, GATools And Technology - ICOMS, Oracle, Remedy And SupportWorks – Database,
Experience
Skills
- Project Planning
- Data Analysis
- Logistics Coordination
- Program Evaluation
- Audit Reporting
- Process Improvement
Timeline
IT Command Center Leader
The Home Depot
04.2023 - Current
Corporate Field Operations Leader
Cox Communications Inc
05.2015 - 01.2023
Service Delivery Leader
Peak 10 Inc
Business Intelligence Manager
Cbeyond Inc
Network Operations Center Manager
Cbeyond Communications
Certificate - PMP
Kennesaw State University
Tools And Technology - ICOMS, Oracle, Remedy And SupportWorks – Database,
Experience
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