THOMAS HARRISON GOOLSBY

Lead teams with a focus on AI & Engineering: Software - Data - Machine - Process Engineering. I see these teams as the enablers, providing the linkage for alignment of work to take place. High levels of overlapping skills to understand the needs of Data Science that enable and accelerate the efforts with partner teams in IT, Data Science, and the business.

• Back Office & Digital transformation impacting Verizon Business
• Digital transformation to impact customer interactions positively (call mitigation - AHT, call removals) and operations for more efficient and effective work
• GenAI research and implementation for Knowledge search, bot interactions, and improved workflows(ChatGPT, Gemini -flash, Claude, langchain) focus - decrease time phone reps search for information and provide consistent threads

Web application development, API's, data deep dives, and feature development for data enrichment and understanding. Partnerships across areas to provide support and move quickly to determine viability of ideas/efforts with rapid proof of concepts. Crossing call center & digital interactions, operations and supporting interaction data, and deeper knowledge management as it pertains to data and people.

• Cloud and Hybrid solutions that encompass multiple platforms - technologies with on premise architectures and integrations. (GCP - Oracle Cloud - AWS - Cloudera)

• Built strategy for Data and Insights horizontal view of USAA with a three to five-year outlook (2018-2019)
• Influence stakeholders with proactively developed priorities, with roadmaps to monetize data and Information (2018-2019)
• Partner and Collaboration with management and security of Data, Information, and Intelligence sharing
• Owner of core data assets containing customer interaction data across all channels. Strong connections with IT, product lines, and operations (Banking, Insurance, Call Center operations) - Governance, Architecture, Operations, Engineering and Development
• This data is utilized by all lines of business to have an increased understanding of customer behaviors on digital storefront sales, servicing funnels, and call centers operations
• Machine learning efforts: Data Anomaly detection- identify robot activity, classification of data between the legacy system and new system, chat-bot prediction, & Life event prediction from transaction data
• Data Literacy: Increase awareness, understanding, knowledge

• Move off legacy reporting systems to using Adobe Analytics, and build new data environments for use with the SAP Business Objects reporting suite. This drive and focus to increase data literacy and insight in the Digital Experience Delivery space and product lines of business at USAA. This improved the quality of digital data used to make decisions.
• Standardized digital reporting, enhancing and improving the data
• Maintained a high awareness and kept informed of emerging technology, valuable insight, and trends across industries.
• Crossing member experiences, digital transformation, product acquisition funnels to product lines, with demographic and behavioral segmentation for innovative approaches to remove dependence on legacy applications.

• Initial roles providing insight and assistance for the Enterprise Data Warehouse team, and the Business Intelligence Application and Infrastructure team. This was standing up an EDW, and associated reporting and insights platform.
• Applied Analytics and Strategic Analytics teams with consulting and projects that span the company: HR, IT Security, Fraud, Property and Casualty, Banking, Life, Investments, and Marketing. This provided touchpoints on new technology, data, metrics, and understandings of our business across the company.

• Built, maintained and supported many large international Data and Analytic environments. (SAP Business Objects, HP-UX, Oracle and Windows)
• Worked extensively on version control for DoD with eight environments, the Air Force with three Environments, and consulting to the National Guard, DISA, and the DLA.

• Developed a reporting and analytics solution, combined data systems to provide continuity during an upgrade of systems, and formalized reporting for 900+ planned parenthood organizations supported through the labs.
• Supported the Garrison at Fort Sam Houston, Analysis & Insight delivery, automation of process driven reports, with stored procedures. Auditing solutions, and upgrades of the systems.

• Coursera Audited: UPenn-Success, Stanford-Design Thinking, Stanford-Machine Learning, How to Win a Kaggle, Mindware: Critical Thinking, Learning how to learn
• Coursera Certs: Python for everybody, AI for everyone, How Google Does ML, Basic Data Descriptors- Statistical Distributions and Application to Business Decision, Data Scientists Toolbox, InfoNomics 1, Google Cloud Platform, - Mathematics for Machine Learning Cert
• EdX: Audit- Linear Algebra foundations to frontiers, The Analytics Edge, Effective Decision making
• Gartner: Research papers and toolkits on Data and Analytics strategy, and emerging tech for 2019-2023
• O'Reilly Strata: Data Engineering - Kafka streaming (2-day hands-on course), and many more online
• Stanford (2017)- Institute of Computational Mathematics & Engineering (ICME) Summer workshop (5 days): Linear Algebra, Intro to Mathematical Optimization, Natural Language Processing, Intro to Machine Learning, Intro to Deep Learning
• The University of Texas-San Antonio (2018)- Built a workshop based on Stanford's Machine Learning and AI series (5 days): 70 attended from USAA
• Books: How Google Works, The Advantage, Originals, Outliers, The 10x Rule, InfoNomics, David and Goliath, Start With Why