Thomas Horne

Technical Support & Operations Specialist with 8+ years of expertise delivering high-impact support, technical enablement, and workflow optimization for enterprise partners. Proven track record at Google managing complex multi-region support workflows, scaling ticket throughput, and architecting internal LLM AI solutions to streamline technical troubleshooting and minimize resolution times. Expert in cross-functional stakeholder management, User Acceptance Testing (UAT), and translating technical requirements into seamless business solutions.

Priority Partner Lead – Technical Operations & Product Enablement at Google via Vaco (2022-10 – 2026-02)

• Managed high-volume support workflows across EMEA, APAC, and AMER, resolving 60%+ of daily tickets to achieve a 50%+ reduction in resolution time and a 50% throughput increase.
• Built and deployed a customized internal LLM AI bot trained on internal documentation to deliver instant self-service technical support.
• Managed a 1,500+ partner portfolio with strategic tiering to guarantee optimal resource allocation and high-impact support.
• Directed engineering roadmap sprint negotiations, ROI-driven feature prioritizations, and full-lifecycle User Acceptance Testing (UAT) for critical global tooling.

Partnership, Marketing & Event Manager at SideQuest (2022-03 – 2022-11)

• Directed partner collaborations and on-platform sign-up initiatives, successfully converting an average of 15–20% of event customers into recurring platform members.
• Standardized operational logistics, communication channels, and calendars to ensure the seamless opening of two physical store locations within six months.

Community, Event & Partnership Manager at Game LTD (2017-07 – 2022-04)

• Directed nationwide event strategies, mobile bus tours, and competitive tournaments across 25 arena locations, supporting thousands of community members and participants.
• Enforced rigorous health and safety compliance and operational logistics as lead coordinator for complex off-site public exhibitions hosting 3,000+ visitors with zero failures.

Founder & Operator at Frosty Factions (2011-01 – 2018-09)

• Exercised full operational control over network infrastructure, technical troubleshooting, database management, and custom plugin development, consistently maintaining 99.99% system uptime for 5,000+ daily users.

Retail Team Leader Apprenticeship – Lifetime Learning (2018 – 2019)

BTEC IT Extended Diploma in IT

A-Levels

GCSEs in English, Maths, Science