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Work Background
Rackspace TechnologyGlobal Senior Director, Technical Support
Dec. 2021 - Jul. 2024London Area, United KingdomDelivered 24/7 globally consistent support for managed services across private (VMWare), public (AWS, Azure, Google Cloud) and hybrid cloud environments, via leadership of a 350+ person team distributed across Hong Kong, India, Mexico, the UK and US
Rackspace TechnologyDirector, Technical Support
Mar. 2019 - Nov. 2021London Area, United KingdomLed a 1st and 2nd level support group of 150+ staff across Hong Kong, India, Mexico, and the UK, supporting managed services in private, public and hybrid cloud environments
Rackspace TechnologySenior Manager, UK Technical Support
Feb. 2018 - Feb. 2019London Area, United KingdomLed three 1st and 2nd level UK technical support teams, managing staff responsible for initial response, Network Security Level 2 Support and UK Sovereign Support
Mac SellerDirector (Proprietor)
Jul. 2016 - Jan. 2018Cardiff, Wales, United KingdomFounded a Company purchasing used Apple computers from a major Apple trade in partner, refurbishing and reselling them through a dedicated website and other online services
NetAppGlobal Customer Success Manager
Feb. 2015 - Jun. 2016London Area, United KingdomDirected service account management for two global enterprise customers, ensuring 100% attainment of service level agreements and consistency in worldwide service delivery
SymantecDirector - EMEA Support
Oct. 2011 - Sep. 2013Reading, United KingdomDelivered exceptional global support for market-leading enterprise backup product, NetBackup, via leadership of 100+ person team distributed across 5 European countries
SymantecSenior Manager - EMEA Support
Sep. 2006 - Sep. 2011Reading, United KingdomDelivered outstanding global support, via 1st, 2nd and 3rd level teams, supporting market leading software products NetBackup, Backup Exec and Enterprise Vault
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