Bert Sammons
@thomassammons
Results oriented Director of Customer Support with over 20 years of experience in service delivery, technical support and training leadership.
United StatesWhat I'm looking for
I've led global customer support and training for Oracle OCUA and Federos, helping customers and partners receive high-quality technical assistance across enterprise software environments.
At Federos, I progressed from Director of Customer Support to Vice President of Support and Training, shaping global support strategy, training programs, service delivery, and customer-focused solutions for the Assure1 platform.
I partner closely with Sales, Product, technical teams, customers, partners and stakeholders to improve support quality, product integration, troubleshooting, and customer ROI. My work bridges customer advocacy with operational planning and service-desk performance.
Most recently, I built and delivered a technical training curriculum for Rapax, covering product architecture, extensibility, native AI agents, custom integrations, automated reporting, notifications, and RAG-based documentation search.
Experience
Work history, roles, and key accomplishments
Technical Enablement Lead
Rapax
May 2026 - Jun 2026 (1 month)
Partnered with the founder to architect and build a comprehensive technical training curriculum, developed specialized material on AI agents and RAG documentation, and facilitated a week-long intensive training program.
Led support operations for Oracle OCUA, ensuring global customers and partners received high quality technical assistance. Drove initiatives to improve product support across the Oracle ecosystem.
Vice President of Support and Training
Federos
May 2020 - Mar 2022 (1 year 10 months)
Directed the overarching strategy for global customer support and training programs, focusing on enhancing the quality of training modules and support quality.
Director of Customer Support
Federos
Apr 2019 - May 2020 (1 year 1 month)
Managed daily operations of the support team with a focus on the Assure1 platform, cultivating deep relationships with key partners for seamless product integration and troubleshooting.
VP Service Delivery
Federos
Nov 2017 - Apr 2019 (1 year 5 months)
Partnered with Sales and Product teams to design and deliver custom solutions, overseeing implementation of services using Federos products to drive customer ROI.
Customer Support Manager
Monolith Software
Feb 2015 - Nov 2017 (2 years 9 months)
Facilitated technical support for customers and partners using the Assure1 product.
Service Integrations Team Manager
Monolith Software
Apr 2014 - Jan 2015 (9 months)
Managed cross-functional teams to develop customer focused solutions and improve AssureNow integrations.
Customer Satisfaction Manager
Monolith Software
Jan 2013 - Apr 2014 (1 year 3 months)
Responsible for the Service Desk and Support Desk performance metrics.
Service Desk Manager
Monolith Software
Jan 2012 - Dec 2012 (11 months)
Accountable for service delivery excellence and maintaining high customer satisfaction.
Sr Consultant
Monolith Software
Sep 2008 - Dec 2011 (3 years 3 months)
Service Delivery Senior Consultant.
Senior Consultant providing consulting services on IBM Netcool partnering with Windward Consulting Group
Education
Degrees, certifications, and relevant coursework
Auburn University
Bachelor of Science, Computer Engineering
Bachelor of Science in Computer Engineering from Auburn University, completed in 2004.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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