Tom A. Mercer

6914 Buck Crossing Dr, Roanoke, VA 24018, M 540.797.7025, Mail: tmercer2@yahoo.com

 

Background

Broad Service provider as well as Enterprise industry experience including: Management of Solution Architecture for $100 million Software Integration company; Sr. OSS Manager of a Multi-Billion Dollar Business Unit for the Cable industry leading multiple Development groups for Service Assurance. Project Director and Data Center Liason for a multi-million dollar Pharmaceutical Data Company. 16 years of experience in support roles for the Financial Services industry. Expert in IT and service provider software integration architectures; convergent solutions, service assurance, service fulfillment, business process formulation and technical project delivery. Highly experienced in OSS/BSS software evaluation and selection, operations management, enterprise and service provider network software technologies. Extraordinary people skills; a consensus builder with vision to plan and execute software product and service strategies globally. 

 

Highlights

·              Vast industry knowledge of OSS/BSS software Service/Quality Assurance applications (IBM Netcool family of applications, Alcatel-Lucent, SevOne, Billing (Portal), Inventory (Oracle MetaSolv, Cramer, Comptel), Activation (Oracle MetaSolv, Cramer/Amdocs), IPTV (Microsoft Media Room), EMSs (Alcatel AMS, SAM, Lucent VitalSuite), and broadband services (IMS) with specific knowledge of network layers links to northbound OSS/BSSs including SOA and SDE solution architectures. Virtualization technologies including Citrix (XenApp), VMWare and others.

·              Experienced in developing and pricing complex, high dollar, comprehensive OSS Professional Services Solutions to achieve solutions to business problems.  Adept and incorporating third party content to provide competitive, complete solutions.

·              Extensive experience in highly critical customer interaction role for OSS products and professional services in North America and Caribbean markets—with knowledge of major carriers’ OSS/BSS infrastructures. 

·              Broad-based information systems experience with major service providers and suppliers including Verizon Wireless & Wireline, AT&T Wireless & Wireline, Windstream, Telus, EPB, US Cellular & OG&E.

·              Thrive and challenged by entrepreneurial environments with demonstrated success for enhanced OSS-based consulting practices.   

·              Adept at consultative approach to business expansion by working closely with Sales in nurturing client relationships based on knowledge, trust and integrity.

·              Highly polished speaking and presentation skills.

·              Experience on-boarding new 3^rd party OSS Applications in to the organization.

 

Professional Experience

2005 to Present              Alcatel-Lucent/ReachView Technologies, Alpharetta, GA

              Solution Architect, Systems & Applications Integration Solutions, Americas Group

              Service Assurance for Multi-Technology, Multi-vendor Networks including: Fault, Trouble, Service Performance Management. Participated in pre-sales through delivery life-cycles. Adherence to FCAPS, ITIL, eTOM, AIM delivery frameworks. Responsible for BOMs, SOWs & Architecture using 3^rd party and internal software components. Current focus on OSS/BSS pre-sales solutions for LTE, IMS, CDMA, IPTV & ITSM solutions. Sold solutions to Tier 1, 2 & 3 telcos as well as Utilities, Public Safety & Transportation sectors. Utilized several tools for solution deployment including: Netcool Family of applications (Omnibus, Probes, Impact, ITNM, TNPM), Vital Suite, BMC Remedy & SevOne. Oracle, Comptel & FNT tools utilized for Service Fulfillment. Created strategies for solution sales.

 

 

Professional Experience continued

 

2004 to 2005              Project Director, IMS Health Plymouth Meeting, PA

              Highly visible role acting as the sole Liaison to the Global Data Center for the Global Web Applications Group in a Windows, UNIX and Mainframe environment.
Concentration on Windows where Web Applications are developed and maintained.
Assisted in the Management and Maintenance of over 300 Win2k and UNIX Servers for the Global Applications Infrastructure using Full Lifecycle methodology.

              Utilized several tools including: Siteminder, ONYX, Vignette for Portal. Concord eHealth for Network Reporting Analysis, NetTracker for WebPage Analysis and Shavlik for Patch Management.

 

2002 to 2004              Project Controller/Manager, Wells Fargo Home Mortgage Edison, NJ                                                                            

              Built the PMO Website and Infrastructure for IT Marketing. Utilized site tools including: (FrontPage & Proprietary WFHM tools, etc).
Established Website Infrastructure for the Customer Experience Lab Project. Tracked Financials for Project, Create Ad Hoc Reports for Executive Mgt , Planned and Forecasted Monthly Budget, Managed Project Plans, Submit and Track Invoices for payment to vendors, Created Strategy and Direction for Team Leads in a matrixed Environment.   

2000 to 2002              Senior Manager OSS/BSS, Comcast Business Communications Moorestown, NJ

              Managed 3 developer teams. Member of CIO, SAT and ARB groups. Designed, Developed and Implemented Systems for CLEC focused on Network Monitoring and Provisioning Management. Acted as Project Manager Lead on all Fault Management and Provisioning Management Projects. Created Provisioning Plans for Data, Voice and Internet Provisioning. Conducted Application Training for various user groups including the Network Operations Center. Utilized 3^rd party software tools including: Netcool, AI Metrix, MapInfo, Metasolv, Citrix, Sitescope. Participated in device certifications. Developed Methods and Procedures for both IT and User community.

1999 to 2000              Project Director, Managed Services Eltrax Systems-Verso Atlanta, GA 

              Designed and Managed project rollouts for Fortune 200 as well as Tech 500 companies. Conducted Training for Client Network Operations Centers for various software applications. Projects focused on Network Management Solution Software from strategic vendors such as: NetCool, Nerve Center, e-Health, Open View NNM, Telalert, Nortel Optivity, Remedy, and Cisco Works. Assisted with the design and construction of new Eltrax product  rollouts in house such as:  Process Consulting.
Created Solutions for customers such as: Glaxo-SmithKline, Suburban Cable, Comcast Cable, RapidLink Telcom, Mirror-Image, Global Crossing, NCR and Webster Bank.
 

1998 to 1999              Regional Engineering Manager, Sun Data-Solarcom Atlanta, GA

              Responsible for deployment of all LAN/WAN solutions and initiatives in the North East. Covered Pre Sales Engineering, Projects and Post Sales within the Region.
Designed LAN/WAN Solutions using Cisco equipment. Participated with several competency groups within the company including: LAN/WAN, Leasing, AS/400, Notes.
                           

1997              TAC Manager/Supervisor, Bell Atlantic (Verizon) Frazier, PA

              Supervised & Managed 12 Tier 2 & 3 TAC (Technical Assistance Center) Customer Support Engineers. Responsible for Monitoring and Maintenence of several hundred customer router & switched networks. Designed, Deployed rule-sets and metrics for the TAC to follow. Interacted with Field, NOC and Project Engineers & Project Managers. Managed Several Projects including upgrades/moves/adds & changes of customer networks.
 

1993 to 1997              Production Support Supervisor, EPS/MAC (STAR) Wilmington, De

              Responsible for 24x7 Online ATM environment - Tandem/IBM Systems. Provider for second level support to 10 departments. Designed and implemented controls for Tandem processors and terminal handler switches. Assisted in custom design of Problem and Change Management Systems via Remedy. Designed and implemented the first third party bill payment system through Intervoice Voice Response (IVR) at MAC. Sole Responsibility for Telephone Banking VRUs (Intervoice Hardware/OS/2), Software. Participated in Disaster Recovery Planning.

1984 to 1993              Network Manager, Applications Manager, Transmission Manager

              Citicorp New Castle, De

              Various Networking duties for the IBM Mainframe, Tandem Mid Range Systems, IBM Front End Processors, Controllers, Application Management Duties for 10 Global Applications.

Education

Eastern University Saint David’s, PA

Bachelor of Arts, Organizational Management

 

Delaware Technical & Community College                                            Wilmington, De             

    Associates in Applied Sciences