Thomas J. Urglavitch
IT & Cloud Management
Secane,PA
Summary
Distinguished Operations Director offering 10 years of experience in Cloud Hosting landscape. Demonstrated success in providing team leadership and development to foster growth and resolve conflicts. Highly-organized with expertise in solution development. Strong technical knowledge in Public Cloud and Virtualized Infrastructure.
Overview
3
3
Certifications
9
9
years of professional experience
Work History
Director, Onboarding & Technical Solutions
Ntirety Inc.
Newark, DE
07.2020 - 12.2020
- Head of PMO, Provisioning, Professional Service Migration and DevOps/Automation in AWS/Azure.
- Developed and initiated projects, including managing costs, schedule and performance; reducing companies backlog by 70%.
- Implemented new procedures to efficiently deliver to customers faster, reducing time to bill by 20%
Director, Support Operations
Ntirety Inc.
Newark, DE
01.2020 - 07.2020
- Oversaw all support operation departments: 24/7 technical support, customer facing Technical Operations, and customer migrations.
- Reduced offshore contract spend by 50% while maintaining high level of service.
- Responsible for overall customer satisfaction raising the companies Transactional NPS by over 10 points.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
Senior Manager, Technical Solutions
Ntirety Inc.
Newark, DE
02.2018 - 01.2020
- Direct manager of technical delivery and deployments, migration projects, and technical operation escalations from the support organization.
- Created efficient processes for completing professional service migrations and AWS/Azure DevOps deployment.
- Negotiated Statements of Work with Account Management and customers. Increased Non-Reoccurring Revenue by 150% and covering 2x of team's CapEx.
Senior Manager, Technical Support
Ntirety Inc.
Newark, DE
01.2016 - 02.2018
- Responsible for all US-based Service Desk and Problem Management for all Hosting customers.
- Introduced ITIL aspects into support (Service Desk, Incident Management, and Problem Management), reducing spending by over $150k/annually.
- Established new tier of support services that do out of scope work through paid-for professional services (Solutions Team).
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Technical Support Manager
HostMySite
Newark, DE
08.2014 - 01.2016
- Responsible for day-to-day operations of the shared hosting division for Hosting.com.
- Successfully migrated over 10,000 shared subscriptions from legacy software to a new platform, with limited customer churn.
- Was part of a 6 man company-wide cost optimization project that reduced annual recurring costs of $1.5 million.
- Responsible for kicking off outsourcing offline work of support, reducing overall staffing spend by 50%.
MyWebsite Support Supervisor
1&1 Internet Inc.
Chesterbrook, PA
10.2011 - 08.2014
- Supervised a team of 60 employees which supported the flagship product of the company.
- Created a schedule for all support teams to provide comprehensive, 24-hour support to clients, 365 days a year.
- Responsible for hiring of all staff and monthly coaching of all support agents, focusing on quality and availability.
Skills
Staff Development
Certification
Certified ScrumMaster - Scrum Alliance
Accomplishments
- Ntirety Top Performer (Top 10%) - 2015-2019
- Patriotic Employer – ESGR & U.S. Department of Defense
Timeline
Director, Onboarding & Technical Solutions
Ntirety Inc.
07.2020 - 12.2020
Director, Support Operations
Ntirety Inc.
01.2020 - 07.2020
Certified ScrumMaster - Scrum Alliance
06-2018
Senior Manager, Technical Solutions
Ntirety Inc.
02.2018 - 01.2020
ITIL - Foundations
09-2016
AWS Business Professional Accreditation
07-2016
Senior Manager, Technical Support
Ntirety Inc.
01.2016 - 02.2018
Technical Support Manager
HostMySite
08.2014 - 01.2016
MyWebsite Support Supervisor
1&1 Internet Inc.
10.2011 - 08.2014
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