Benjamin Riley Email & Phone Number

Broxbourne, GB

I offer a whole range of technical services including hardware, software, licensing, maintenance and support.My services include, but are certainly not limited to, the following:Specification and supply of computers, peripherals, accessories and softwareDeveloping and hosting websites including mobile internet services and search engine.

• Engaged to mature operations and service delivery at this AIM-listed software broadcaster, providing Software-as-a-Service hosting desktops, email, applications and web services from carrier class data centres.
• Implemented operational maturity program improving service delivery, security, SLA performance and customer satisfaction.
• Delivered 99.999% service availability (from ~ 97%).
• Redeveloped solution delivery strategy improving time to deploy and Professional Services revenue and margin.
• Introduced management, customer and board level operational reporting.
• Conceived and delivered Disaster Recovery policies and procedures.

• 2005 - 2007 DIRECTOR, GLOBAL SUPPORT & SERVICESPromoted to lead all customer facing technical functions and major internal IT projects, $15m annual budget.
• Conceived and developed automated platform monitoring and reporting solution achieving > 500% return on $1.3m investment in first quarter after launch.
• Implemented company-wide Oracle ERP solution on time and within budget.
• Developed, implemented and managed web-based customer support portal including full online self-service capability and automated contract renewals.
• Led integration and migration of support and maintenance tracking systems reducing complexity and administrative overhead while improving the issue resolution process.
• Led the development, implementation and management of internal and external knowledge bases, improving consistency and MTTR.

• (concurrent with above)Seconded for seven months to turn around a failing operation with disillusioned customers and employees, a general lack of ownership in region and significant revenue at risk.
• Quickly stabilised situation, developing and implementing recovery plan.
• Averted loss of contracts worth $45m and materially increased customer satisfaction.
• Took the region from the worst to the best performing support operation across all KPIs.
• Delivered PS revenue growth while increasing margin to > 40%.
• Recruited and mentored top class permanent regional Services Director.

• 2000 - 2002 DIRECTOR, EMEA TECHNICAL SUPPORTPromoted to run the technical support and maintenance operation for all customers in Europe, the Middle East and Africa.
• Built team from 30 to 70, developing strong team ethic and collective responsibility.
• Introduced transactional customer satisfaction survey, subsequently adopted globally, leading to a 50% improvement in the EMEA customer satisfaction index.
• Provided significant pre- and post-sales technical input across the sales cycle to help secure product sales, service agreements and maintenance contracts.
• Developed excellent customer relationships based on technical expertise and trust, contributing to product and service sales growing from $18m to $85m.
• Led cross-functional redundancy program effecting 150 personnel in preparation for the merger between Phone.com and Software.com.1999 - 2000 MANAGER, TECHNICAL ASSISTANCE CENTREApproached to establish a UK based.

• 1996 - 1999 MANAGER, GLOBAL INFORMATION SYSTEMSPromoted to manage the worldwide electronic communications services and platforms.
• Consolidated Lotus Notes infrastructure from 230 servers to just 75, achieving 4-nines service availability, while user base grew from 12,000 to 27,000.
• Managed design, specification and implementation of IT elements for two new-build 500-employee office buildings and complete re-fit of a third.
• Designed, developed and implemented new Network Operations Centre.
• Delivered web-based intranet and partner extranets.1994 - 1996 TEAM LEAD, IT HELPDESKRecruited to lead and develop the UK arm of the IT helpdesk.
• Managed successful European ISO9002 certification program for the IT helpdesk.