Thomas G.

Tinor
www.linkedin.com/in/tomtinor
Los Gatos, California, 95030
408-838-7764

tom.tinor@gmail.com

CUSTOMER SUCCESS EXECUTIVE

Technical Services and Support Leader with experience in customer support and success management, product
development, solution deployment and leading edge technical sales. Extensive background focused on direct technologyoriented operations, service sales, engineering and program management. Adept and flexible management style ranging
from individual contributor to small narrowly focused groups to large diverse organizations with numerous reporting levels.
A proven successful track record of producing superior business results in the technology industry by establishing worldclass organizations, developing innovative products and services, forming successful partnerships, and providing
exceptional customer service. Deeply accomplished and detail-oriented manager passionate about ensuring everyone
adds value. Setting clear goals and initiatives for teams, leading by example and inspiring them to consistently meet or
exceed while providing a pathway that inspires and facilitates a positive organizational culture.
Time-to-Deployment | Global Enterprises | Risk Identification & Mitigation
Customer Advocacy | Relationship Management | Customer Satisfaction
Linux | Cloud | Networking | Open Stack
PROFESSIONAL EXPERIENCE
TMT Technology Consultants, Los Gatos, California
2016 - Present
Principal Consultant
Strategic Technology Consulting, Customer Success Management, Project and Program Management, Operations and
Business planning, and sales strategy development.
ePlus Technology Inc., Milpitas, California
2015 2016
Business Development Executive, Customer Success Western Region
Executive focused on high-level business development and growth of Annuity Services for the Northern California,
Arizona and Pacific Northwest territory. Work along side existing sales organization in assigned markets and drive
awareness, technical training, pipeline development and sales for Security, Managed, and On-demand services in both a
sell to and sell through model. Focused on customer success based on the operational construct through the
implementation of managed, professional, and out-tasked services.
Cisco Systems, Inc., San Jose, California & Chicago, Illinois
Director, Customer Operations and Program Management, Technical Services
2008 2014
Founding member of the ECATS (Enhanced Client Aligned Testing Service) organization within Cisco. Focused on sales,
operation and execution to ensure sustained architectural and product deployment success with global clients. The
organization aligned with sales, service and engineering to build customer intimacy, loyalty and success while
accelerating the consumption of leading edge products, solutions and services. Technology support included
Collaboration, Data Center, Security, SDN and Borderless Networks.
Accelerated and grew bookings of custom services from $10M to $100M in 2 years
Created a successful new brand in the market imitated by key competitors
Invented archetypical organizational processes, drove efficiencies through innovative web-based tools, effectively
managed finances, and scaled service delivery to customers
Designed, developed and implemented concierge service offerings and pricing
Remediated clients design and quality issues by creating a client focused validation test organization
Led customer-specific architecture, design, and validation for new unified communication, data center,
branch/campus networking, core routing, and switching solutions
Managed a team of program managers, business development managers, and software tool developers based in
San Jose, California, Research Triangle Park, NC, and Reading, UK.
Worked with leading enterprise and service provider accounts including the largest financial services, industrial
manufacturing, oil/gas, retail, and cloud-computing customers
Collaborated with multiple product technology groups, sales, and partners to develop client solutions with creative
billing options

Operations Executive, Managed Customer Advocacy Team, Technical Services

2006 - 2008
Executive focused on customer success through solving high risk, high value and high emotion issues with our largest
clients. Upon a client impacting critical compelling event, we were selectively engaged by Cisco executive senior (SVPs
and above) management to remediate any and all aspects of the Cisco-Customer relationship whether it is business or
technical and drive improvement initiatives both within the Customer and Cisco.
Remediated 2 Critical client meltdowns through personal intervention and solving their critical problems
Enacted pervasive change within Cisco by establishing client focused software quality testing through client
interaction, engineering analysis and repeatable execution
Created a brand new organization within Cisco addressing the clients network design and quality issues
Additional Experience:
Senior Director, Product Management & Marketing, Intelligent Network Services, Central Engineering
Network Management and Services division director for inbound/outbound marketing and product management.
Collaborating with engineering, developed innovated ways to simplify management of Cisco devices bringing an
appliance based middleware product to market. Created go to market, sales, and business plans with large global
service providers.
Director, Product Management & Marketing, Internet Operating System (IOS), Central Engineering
Lead a group of 10 business and product specialists developing inbound and outbound marketing and business
practices for emerging software technology (Enhanced Network Architectures IOS XR). Developed strategic marketing
and execution plans for this next generation product.
Pre Sales Systems Engineering Manager, Sales
Responsible for establishing Cisco Systems Central Operations as the dominant Internetworking supplier within the
eleven-state territory and building the Systems Engineering team to over thirty members. Year to year booking and
revenue growth were consistently 150% of goal.
Amoco Corporation, Naperville/Chicago, Illinois
Technical Project Manager, Networks and Workstation Support
Managed six technical staff members in the design, implementation and operation of site-wide local area network and
North America SCADA oil pipeline monitoring equipment.
Rush-Presbyterian-St. Lukes Medical Center, Chicago, Illinois
Biomedical Engineer
Diagnostic Radiology bioengineer responsible for operating, maintaining and programming computer axial
tomography (CAT) scanning system. Compute Technical assistant to post doctoral cataract and
heart muscle researchers.
EDUCATION
Master of Science, Electrical Engineering with Honors, Illinois Institute of Technology, Chicago, Illinois
Bachelor of Science, Bioengineering with Honors, University of Illinois, Chicago, Illinois
CONTINUING EDUCATION
Palo Alto Networks Accredited Sales Expert (ASE 2014-9)
Stanford Project Management Courses
Introduction to Java
AWS Certified Solutions Architect Associate (in progress)
VOLUNTEER WORK
El Camino Hospital Los Gatos, CA. Emergency Department
Networking Academy, Cisco Systems
Humane Society of Silicon Valley, President Circle