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14
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Work Background
IBMAdvisory Client Success Manager
Feb. 2024Dublin, Ireland · On-site- CSM working with customers across Europe, Middle East and Africa
- Covering IBM Security software products including MaaS360 and Q-Radar (all cloud products)
IBMClient Success Tech Lead
Feb. 2019 - Jan. 2024County Dublin, IrelandTechnical advisor to team of Client Success Managers, (EMEA + North America) - Project leader for enablement of colleagues and customers, including technical training and product certification. - Strategic advice to enterprise customers on mobile device fleet management, streamlined enrollment methods (Android Enterprise / Android Zero Touch / Samsung KME / Apple DEP). - Support for application development and deployment including custom applications, containerised app wrapping, and industry-standard app configuration using AppConfig. - Assistance with customer projects, for integration with user directories, identity providers, and other 3rd party systems, including content management and content delivery networks. - Delivery of content to internal and external audiences including webinars on technical and strategic issues as well as feature end-of-life and feature replacement.
- Close collaboration with Offering Management and Development, to negotiate functional sets, present roadmap delivery to customers and collaborate with customers on new deployment.
- High level management of customer strategy including Customer Success Plans and Quarterly Business Reviews.
IBMTechnical Account Manager
Jan. 2017 - Jan. 2019County Dublin, IrelandTechnical advisor for customers of IBM MaaS360, a SaaS EMM product which manages mobile and fixed device fleets. Advice to all customers but specifically to enterprise, related to mobile device management, BYOD/COPE and other ownership models, App development / deployment, identity and security systems management. Customer retention in a competitive marketplace.
IBMTechnical Services Manager
Jan. 2016 - Dec. 2016Dublin, IrelandResponsible for pre-sales and post-sales environments for MaaS360 in the EMEA market. Collaborating with WW teams and assistance to our customers for techical issues
IBMPre-Sales Customer Engineer
Sep. 2014 - Dec. 2015Dublin, IrelandPre-Sales Technical Consultant for MDM/EMM product. MaaS360 (soon to be renamed IBM Mobile First Protect), product of Fiberlink, an IBM company. This is a market leader as per industry analysts (Gartner/Forrester etc) and falls under the IBM Security family of products. Assistance to Inside and Outside Sales teams including participation in RFPs, testing, collaboration, and follow-through for successful customer implementations. High level of productivity and significant customer successes including a number of larger deals in France.
Salesforce.comSuccess Account Manager
Oct. 2011 - Sep. 2014Dublin, IrelandTechnical Account Manager for customers in post-sales environment. Role included best practice calls, webinars, documentation, training, customer visits, customer events. Full certification suite obtained for Salesforce.com products during this time: Administrator, Advanced Administrator, Force.com Developer, Sales Cloud Consultant, Service Cloud Consultant. Collaboration with Sales, Renewals and Support teams as well as cross-functional projects. High levels of productivity and figures to support with successful customer renewals and highly satisfied customer base and internal stakeholders. Participation in volunteering events with company, founding member of Dublin Culture Club (social club) including organisation of social events such as employee Christmas party.
ServiceSourceApplication Support Engineer
Oct. 2010 - Sep. 2011County Dublin, IrelandSupport for a number of applications including: Oracle SQL, SAP Business Intelligence
Ocuco LimitedProfessional Services Engineer
Jul. 2007 - Oct. 2010Dublin, IrelandProfessional Services Engineer with Ocuco, an international software company dedicated to health care software and particularly related to the optical industry. My role included On-site Implementation, Customer Training, Support, Technical Documentation, and other tasks such as localisation, international collaboration. On-site delivery included a major UK chain over 1.5 years with 4 days on site per week, and further experiences in France, Spain, Italy and Mexico. This role was crucial to me gaining an on-site experience, learning to negotiate with customers, understanding face-to-face customer service, and delivering a professional service anywhere, any time.
ABBDeskside Support and Systems Admin
Jun. 2006 - Jun. 2007IrelandShort-term contract work with - ABB Ireland - International engineering company. Role included Deskside Support, Systems Admin (Active Directory, Notes Domino) and support for industry-specific applications including CAD and manufacturing systems. 24x7 manufacturing environment requiring commitment and persistence. - LeasePlan IS - International fleet leasing company. Role was specific to Lotus Notes/Domino Administration and included server maintenance, shift start including full systems check and support within the company group for its Notes/Domino environment.
Viking Harbour Management CompanyCompany Director
Sep. 2003 - Nov. 2017Dublin, County Dublin, Ireland · RemoteCompany director for Owners' Management Company. Work involved included attending regular meetings, AGM, discussing budget and legal and operational issues
AccentureHelpdesk Analyst and Team Leader
Oct. 2000 - Jun. 2006Dublin, IrelandHelpDesk Analyst, Trainer and Team Leader at Accenture European Service Centre. Role involved 1st line support to internal customers, for hardware and software, networking connectivity, troubleshooting, and custom and in-house applications. Markets covered included UK, France and Spain. Training to New Hire Employees on Lotus Notes and Microsoft Outlook. Development of New Hire Training to include a scripted, high-quality session delivered with regularity and supporting the business. Team Leader on French team involving reporting, 121, call statistics. Work Co-ordinator for HelpDesk tickets, Lead on Duty for call centre (on-call point of contact, call centre management)
IBM in IrelandTechnical Support Representative
Aug. 1998 - Sep. 2000Dublin, IrelandPositions within IBM Ireland including: 1998-1999 Technical Support for Aptiva (PC hardware) customers, IGN Internet support line.
Markets supported including UK, France, US, Spain. 1999-2000 Server Support for Lotus Development. Technical support for Notes/Domino server-client and cc:Mail email server-client products.
Multiple schools in France and SpainEFL Teacher
Sep. 1992 - Jul. 1998France, SpainEFL teacher at: - 1992-1993 Lycée Technique Albert de Mun, Paris, France. Conversation classes and school supervisor. - 1993-1994 Escola d'Idiomes, Balaguer, Lerida, Catalunya, Spain. EFL teacher for all levels including adults and children up to Cambridge First exam level. - 1994-1998 Col.legi Bell.lloc del Pla, Girona, Catalunya, Spain. Teacher in private primary/secondary school, with subjects English and French. Responsibility for English IB (International Baccalaureate) program. Head of Department for Modern Languages Department.
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