Tom Thompson
Customer Support Manager at Krux Analytics Inc.- Claim this Profile
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Bio
Credentials
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Programming for Everybody (Getting Started with Python)
CourseraSep, 2020- Sep, 2024
Experience
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Krux Analytics Inc.
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Canada
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Mining
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1 - 100 Employee
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Customer Support Manager
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Oct 2021 - Present
Managed day-to-day operations of the support, implementation, and reporting team. Led sales and training demos to international mining and drilling clients. Ensured customer satisfaction and maintained positive relationships by using strong communication and a drive to see clients able to use the system efficiently.•Facilitated global implementations of the Krux Analytics system to mining and hard rock drilling companies.• Set up client environments and configured complex contract setups to ensure system automation worked properly.•Aided in configuring PowerBI dashboards to meet client specifications for their reporting.•Used SQL queries to investigate client and data information. Analyzed data sets to locate issues and figure out solutions to resolve them.•Onboarded new hires and taught them about Krux Analytics. Designed internal workflows to ensure efficient work. Show less
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Customer Support Specialist
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Jan 2021 - Oct 2021
•Provided on-site and online technical support, setup, and training of the Krux Analytics software suite with users of varying degrees of technical savvy.•Investigated bugs then replicated and reported the details to the development team using Jira to ensure optimal turnaround times on fixes.•Created technical help files and software workflow guides for both internal and external clients.
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Schlumberger
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United States
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Oil and Gas
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700 & Above Employee
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Geological Technical Analyst
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May 2013 - May 2020
Thrived in dual role (please see timeline of preceding role below); provided cutting-edge quality control, data processing, and interpretations for thousands of well data sets. Managed data restoration and specialty analysis on multi-million dollar projects. Designed leaner workflows and improved turnaround time of project jobs by 33+%.• Engaged with clients to discuss data results, learn their specific needs, gather requirements, and strategically plan future projects; defined project requirements and final deliverables, designed first-rate workflows, organized learning sessions, and scheduled resource procurement to ensure timely and correct data project completions.• Used Geoframe, Petrel, and Techlog proficiently; processed and interpreted raw borehole imager datasets from resistivity tools and significantly improved turnaround time by implementing automatic algorithm systems that enhanced or sped-up interpretation and data analysis.• Performed real time quality control of logging jobs to ascertain high-level data quality and ensure that the tool was operating appropriately. Provided quality control analysis on multiple datasets logging at the same time in an extremely fast paced environment. • Implemented a digital approach to job tracking, delivery, and data consolidation. Instructed geology team on the use of the new system and provided onsite support. Collaborated with the software team to create a version of Wellpro data management software to better serve the Geology team’s needs. The new process improved efficiency, reduced rework, and lead to around $1 million in restoration projects within the first 3 years. Show less
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Canada Interact Support Lead
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Feb 2015 - Mar 2020
Liaised with clients, segment sales, and geomarket managers to ensure that all real-time data delivery went smoothly through the data system and reached the proper recipients. Determined specific client details and requirements regarding real-time data delivery and communicated field directions that were clear and concise to prevent data misdeliveries.• Facilitated training seminars and provided technical support to clients and Schlumberger InterACT users on how to use the service and improve user efficiency. Trained hundreds of Schlumberger data users on data security, data handling procedures, and processing best practices.• Created reports monthly with real-time data activity to the Canadian geomarket managers along with revenue reporting to the Data Services team. Doubled revenue generated to over $200,000 annually. Show less
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Data Communications Operations Lead
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Jun 2011 - Apr 2013
Managed day to day operations of the Canadian data center team with 12-20 technicians and 2-4 print clerks. Directed the creation, delivery, and storage of 50-3000 wells monthly in an extremely fast paced environment.• Created monthly data quality reports for all the wireline districts in Canada. Worked together with field managers and service quality coaches to improve data quality coming into Calgary to gain efficiency and improve client satisfaction.• Managed deliverables and data for winter projects for clients with extremely specific requirements.• Reported month end well counts and billing discrepancies to the Data Services and Wireline districts to reduce red money. Show less
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Data Communications Technical Lead
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Aug 2008 - Apr 2013
Oversaw the technical aspects of the data center including administering proprietary databases and real time systems. Trained and mentored new employees on the processes and software used by the data center. • Administered the data transmission service TransAct for the wireline districts in Canada. This included user accounts, customer resources, and technical troubleshooting for the field. Also administered the wireline data monitoring and archiving database.• Product tested Wellpro and newer versions of Transact. Advised on software bugs, improved workflow efficiencies and design ideas. Met with the developers and planned ways to implement changes. • Created technical help files, software workflow guides, and facilitated training sessions for the team. • Completed non rig related data requests for clients to generate additional revenue from archived logging data. Show less
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Data Communcations Technician
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Sep 2006 - Jul 2008
• Monitored and maintained data flow from the field to Calgary while analyzing the data for proper government licensing, data integrity, and making sure it met client requirements and specifications.• Delivered to numerous clients while under strict time constraints in a fast-paced environment with zero mis-deliveries. Corrected incorrect raw and processed data to meet client expectations.
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Fracture Equipment Operator
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May 2006 - Aug 2006
Applied team working skills to coordinate with twelve to fifteen other operators to see fracture jobs completed safely and efficiently.
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Education
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Red Deer College
Associate's Degree, Education -
University of Calgary
Liberal Arts and Sciences/Liberal Studies
Community
