Thomas Bennett

Background

About Thomas Bennett

25 years IT career experience, most recently living the dream as European IT Operations Lead for AB InBev (the Worlds largest Brewery) from their Digital Hub, located in Prague. Working with IT Operations Managers and Engineers located throughout Europe to deliver outstanding IT Operations and On Site Support services to our European business. Previously in role as IT Operations Manager CZ, IT and CH For AB InBev and prior to that, Cisco Collaboration Engineer, Team Lead, Senior Team Lead and then Operations Manager for NTTs EU Managed Services Technical Support Desk teams, for all technologies delivered from the NTT Centre located in Prague (Network Infrastructure, Collaboration, Cloud and Managed Video Services). Experienced with managing diverse teams (General IT Operations, Unified Communications, Network Infrastructure, Managed Video Services and Cloud) delivering high value, high impact services to a global client base. Experience with:> Managing 24x7 Operational teams to ensure Service Excellence across Global client base > SIP and CSIP management, delivery and successful resolution > Client and Stakeholder Escalations ownership and resolution > Service and Process Improvement, Streamlining and Optimisation > Definition, Reporting and Review of Team\Service KPIs and metrics > Transformational Projects with local\regional scope > Communicating with all levels of Internal and External Organisations (Management\Technical\User)> Technically adept across multiple areas In previous technical roles specialising in Cisco Unified Collaboration (portfolio of products) from small businesses to globally dispersed (50 - seat) UC deployments, site management and fault resolution. Starting from 1st line support qualification, through Projects\Deployments work, L2\L3 Support, on site cluster\site management and again L2 Support for cases raised from a global customer base, whilst managing a L1 team of aspiring engineers in a variety of technologies. Experienced in interconnection of complex global dial plans, working closely with 3rd party providers and vendors to resolve issues from cosmetic effects through to P1\CAP case escalations; and interfacing with stakeholders throughout the management chain.