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Tomas Contreras

@tomascontreras

Service management and robotics R&D professional developing AI and machine learning prototypes for workplace automation at a startup.

Philippines

Message

I'm currently involved in research and development for a startup applying automation and robotics in the workplace. With friends and colleagues, I'm designing and building product prototypes using open-source technologies, with a focus on safety, security, and efficiency.

At BT Global Services, I served as Senior Global Service Manager for a regional pharmaceutical client, working across service delivery, assurance, reporting, and service improvement. Earlier, at AT&T Global Network Services, Inc., I managed service assurance operations and teams supporting global customers; the work reduced mean time to restore by 30%.

My experience also includes incident management and network support at AT&T Global Network Services, Inc. and IBM Philippines. I bring a background in service management, vendor management, and IT support operations, alongside newer skills in Python, artificial intelligence, machine learning, and robotics.

Experience

Work history, roles, and key accomplishments

Senior Global Service Manager

BT Global Services

Sep 2013 - Oct 2020 (7 years 1 month)

Managed service delivery and assurance for a large regional pharmaceutical client, focusing on customer satisfaction, strategic planning, and revenue opportunities.

Service Management Service Delivery Service Assurance SLA Reporting Customer Satisfaction Problem Management Incident Management Change Management Inventory Management capacity management Disaster Recovery Vendor Management Project Management Sales Support

Service Manager

AT&T Global Network Services, Inc.

Mar 2013 - Sep 2013 (6 months)

Managed service delivery and assurance for an enterprise IT client, focusing on customer satisfaction, reporting, and strategic planning.

Service Delivery Management Customer Relationship Management Problem Management Incident Management Change Management Inventory Management Project Management capacity management Disaster Recovery Vendor Management

Service Assurance Manager

AT&T Global Network Services, Inc.

Aug 2010 - Mar 2013 (2 years 7 months)

Managed teams of over 300 network professionals supporting global customers, reduced mean time to restore by 30%, and improved problem determination capabilities.

Incident Management Service Management Vendor Management Network Operations Capacity Planning Performance Benchmarking Disaster Recovery Process Improvement SLA Management

Incident Manager

AT&T Global Network Services, Inc.

Aug 2006 - Aug 2010 (4 years)

Managed and coordinated worldwide resources to handle critical incidents, worked with vendors, and provided detailed reports and root cause analysis.

Incident Management Problem Management Vendor Management Customer Support Root Cause Analysis Reporting

Network Specialist

AT&T Global Network Services, Inc.

Dec 1999 - Aug 2006 (6 years 8 months)

Primary support engineer for installation and maintenance of AT&T network services, managed procurement and implementation of various network services.

Network Installations Network maintenance Vendor Management Network Administration Security Administration