Services
Technical Account Management, Technical Support Management & Project Management
My approach
I'm passionate about helping customers to succeed.
I enjoy collaborating with people of diverse cultures and perspectives and helping them to be successful.
.. and what I deliver
- I possess a broad range of IT support management experience in developing support strategies and running projects.
- With my highly customer focused approach, also in field service, I get involved in technical issues and see them to resolution.
- I have excellent communication and negotiation skills in several European languages.
- I have experience in local and remote technical team management roles (in my career to date, I hired and managed 115 back-line engineers in 28 countries) with a strong employee retention history.
- I tend to be heavily involved in my team's technical escalations.
Services
Technical Account Management
IT Technical Support Management
IT Project Management
My most recent Role
In this customer-facing individual contributor role, I provided hands-on consulting to 45 European customers on their Storage Array estates. I worked closely with our Backline Support teams to ensure customer issues were worked optimally. I built and presented regular and on-demand health checks and other requested reports to customers and partners and provided advise on technical refreshes & expansions. I was Technical Escalation Manager for any emerging issues, ensuring resolutions were driven and that all parties involved were kept appraised on progress. I worked with support, support management and L4 engineering to produce & deliver formal root cause analysis documents. I proactively assisted customers on a daily basis to appropriately react to certain metrics & code levels in their environments thereby avoiding or reducing any problem occurrences. I delivered technical training on array products & support tools used by customers. I represented HPE at face-to-face customer meetings in relation to optimizing their storage environments.
Career Experience
Hewlett Packard Enterprise / Nimble / Hewlett Packard / Compaq :
- HPE Storage Proactive Support Manager (Technical Account Manager)
Full-time, Jan 2024 - May 2026 · 2 yrs 5 months, Dublin , Ireland
Storage Consultant advising customers on the management of their Storage Array estates.
HPE Storage Proactive Support Manager (Technical Account Manager)
Full-time, Jun 2022 - Dec 2023 · 1 yr 7 months, Amsterdam, Netherlands.
Storage Consultant advising customers on the management of their Storage Array estates.
HPE Nimble Storage - Global Partner Engagement Manager (Technical Account Manager)
Full-time, Jan 2020 - May 2022 · 2 yrs 5 months, Amstelveen, Netherlands
Relationship Management of China- and Japan-based Service Provider Partners who delivered local
language L2 Storage technical support in Japanese and Chinese. Daily oversight, QBRs in Asia.
- HPE Nimble Storage -Technical Support Manager (Asia Pacific)
Full-time, Nov 2018 - Jan 2020 · 1 yr 3 months, Amsterdam, Netherlands
Remote management (with frequent travel) of L3 Storage Support Centres in Singapore & Japan,
HP EMEA Storage Technologies Manager
Full-time, May 2014 - Nov 2018 · 4 yrs 7 months, Amsterdam, Netherlands
Strategic Leadership of all EMEA Support onshore + offshore for various Storage Products &
Solutions; Management of a number of Backline Storage teams in EMEA.
HP Global Backline Support Manager - Extreme Data Storage Arrays
Full-time; Jul 2009 - May 2014 · 4 yrs 11 months - Belfast, Northern Ireland
Specific focus on IBRIX Scale out File storage solutions for Big Data implementations.
Building of, & leadership of, a global team of Storage engineers covering Follow the Sun support.
- HP EMEA Backline Storage Support Manager
Sep 2001 - Jul 2009 · 7 yrs 11 months, Dublin, Ireland & Belfast, Northern Ireland
Managing delivery of Backline Storage Support for EMEA, Building of offshore & nearshore Backline
Storage teams. Handing off Compaq Proliant & Compaq-Networking Support to Offshore teams;
- Compaq EMEA Backline Enterprise Support Manager
Full-time, Mar 1999 - Sep 2001 · 2 yrs 7 months, Dublin, Ireland.
Managed the EMEA Backline Enterprise team providing Hardware & Software support for ProLiant
Server products & related clustering, storage & networking products.
- Compaq Backline Hardware/Software Technical Support Engineer
Sep 1997 - Sep 1998 · 1 yr 1 months, Dublin, Ireland
Backline Hardware & Software support for ProLiant Servers running various Unix & Linux, Windows
server & Netware operating systems & related clustering, storage & networking products.
Roles in other companies :
- Deutsche Bank - Enterprise Infrastructure Engineer
Full-time, Apr 1992 - Aug 1997 · 5 yrs 5 months, Bonn, Germany
Employed @ "Bonndata GmbH" (formerly IT Dept. of Versicherungs Gruppe der Deutschen Bank.)
- British Telecom International - TE (Technical Engineer)
Full Time, Apr 1989 - Jul 1991 · 2 yrs 4 months, London, UK
IT server & network administration, telecomms network & telephone exchange administration;
