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Thomas Herbert Sammons
Looking for a jobTechnical Enablement Lead
Results oriented Director of Customer Support with over 20 years of experience in service delivery, technical support and training leadership.
United StatesTechnical Enablement Lead at Rapax
About
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
Technical Enablement Lead
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.
AI AgentsRAGTechnical TrainingCurriculum DesignProduct ArchitectureExtensibilityDocumentationCustom IntegrationReport AutomationNotifications
Director of Customer Support
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
Education
Auburn University
Bachelor of Science in Computer Engineering from Auburn University, completed in 2004.
Bachelor of Science in Computer Engineering from Auburn University, completed in 2004.