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Work Background
Service ClubSkills Trainer
Nov. 2024Berkshire, England• Trained multi drop drivers in proper processes, tools, and health & safety to ensure safe operations.
• Managed attendance and training documentation to ensure compliance with regulations.
• Utilized IT and AV equipment to deliver effective training sessions.
Specialist Computer CentresField Delivery Manager
Nov. 2023 - Aug. 2024Key purpose of the role is to lead a field engineering team responsible for the build, maintenance & repair, and project work for SCC clients.
I received excellent feedback from those who I led in the colleague survey, while reducing SLA misses, thus increasing the team's performance.
Navtech RadarService Delivery Manager
Mar. 2022 - Mar. 2023Ardington, England, United KingdomProvides problem/escalation management, reporting, training, and change management support to Highways England staff and leadership in relations to Navtech Radar hardware and software utilized in the Stopped Vehicle Detection program.
Richard Fleischman and Associates EMEA/APAC Client Service Manager
Jun. 2021 - Dec. 2021London, England, United KingdomServed as manager to Client Service Engineers based in London, Luxembourg, and Singapore. • Manage RFA’s Client Services team and act as the escalation point for client issues.
• Interview potential candidates and monitor performance of Client Services team. Address any team member not meeting expectations.
• Complete yearly performance evaluations and maintain throughout the year.
• Perform and assist in technical site-surveys for prospective clients; review results with RFA Sales and Systems Engineering teams.
• Attend client meetings with Business Development team and provide proper technical support in discussions.
• Perform resource management tasks, including assessing hiring needs based on productivity/sales pipeline, overseeing new hiring training and HR on-boarding process, and establishing appropriate employee goals and targets.
• Routinely meet with clients to perform quality assurance checks on RFA standards.
• Proactively review the office’s technician staffing and workload schedules to properly delegate for client assignments.
• Perform ad-hoc analysis to determine future impacts on client and internal needs to mitigate potential risk exposures.
• Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner.
• Interact with RFA clients using clear and concise communication to facilitate ticket status updates and product availabilities.
• Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client satisfaction.
• Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology.
NTT DATA ServicesSenior Manager EMEA Enduser Services
Jan. 2018 - Aug. 2020London, United Kingdom• Support EMEA Business for its day to day end user operations
• Support not just local staff but the remote staff of EMEA for their issues and services.
• Work closely with the heads of other regions; North America, South/Latin America, APAC
• Provide leadership to End User Services / Site Services team
• Lead the User Services team through changes required to support company growth
• Ensure the operation is in accordance with the established procedures and practices
• Keep current on most recent trends and technologies, suggest improvements to bridge with other departments and keep technical knowledge current
• Contribute to and implement changes aimed toward a direction of making life easy for End User community
• Contribute to IT Roadmap & Resource Capacity Plan
• Ensure training/communication and compliance to IT Policies, Procedures, and Processes
• Contribute to and track budget & forecast to actual
• Meet regularly with team to review status, assignments, issues, and communicate key Corporate or IT messages
• Maintains excellent business relations
• Coordinating IT projects
NTT DATA ServicesField Services/Service Delivery Manager
Nov. 2016 - Dec. 2017Canary Wharf, LondonTUPED from Dell to NTT DATA Services...
Manage desktop support engineers at 5 geographical locations in support of the CitiCorp Desktop support services contract.
DellField Services/Service Delivery Manager
Jun. 2016 - Nov. 2016Canary Wharf, LondonTUPED from Dell to NTT Data Services... Manage desktop support engineers at 5 geographical locations in support of the CitiCorp Desktop support services contract.
DellTechnical Account Manager
Aug. 2008 - May. 2016Bracknell, EnglandTechnical Account Management for designated Public Services (Defense and Security/Central Government/Emergency Services) accounts.
DellEmerging Countries EMEA (EC-EMEA) Partner Operations Manager
Jan. 2007 - Aug. 2008Managed and directed field service operations for 120 Dell Authorized Service Providers, Dell/EMC Gold Service Partners, and Independent Service Providers in 90 countries and territories.
DellTechnical Account Manager
Dec. 2003 - Jan. 2007Responsible for all Technical Account Manager activity for Dell Computer Corporation support services for Italy, Greece, Czech Republic, Poland and EMEA Distribution Business (EDB) regions.
Intel CorporationEuropean, Middle East and Africa (EMEA) Senior Technical Support Engineer
Jan. 2002 - Nov. 2002Provided technical support and training to 1st and 2nd level technicans on wireless products.
Intel CorporationEMEA Issue Prevention and Program Manager/Escalation Handling Manager/EMEA Crisis Manager
Jan. 1999 - Dec. 2001Resolved 30 to 75 escalations per week, ranging from partner sales issues to end user customer issues.
Managed EMEA Crisis operations for Y2K project and Cape Cod Motherboard issue (cost 820 million for Intel to resolve).
Managed day to day supervision to outsource partner and up to 75 Intel staff when crisis center activated. Acted as the primary escalation point of contact for Intel EMEA.
Intel CorporationEMEA Senior Customer Support Engineer
Jun. 1997 - Nov. 1999Provided technical support on Video Conferencing products, Networking products, and CPU's for the UK and Italian markets.
United States Air ForceDepartment of the Air Force Civilian
Aug. 1992 - May. 1997422 Air Base Squadron RAF Croughton, England Regional Help Desk Manager 603 Communications Squadron RAF Croughton, England - Senior Network Analyst 620 Communications Squadron RAF Upper Heyford, England
Small Computer Support Center Manager
United States Air ForceActive Duty Military
Jan. 1981 - Jul. 1992Last active duty location: RAF Greenham Common Last Position held: Assistant Non-Commissioned Officer in Charge Base Telecommunications Centers/Data Processing Center
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