Chris Shea Email & Phone Number

• Team Lead for NEMEA CSE group.• Own the customer journey from pre-sales to on-boarding production workloads to our MS Azure and AWS based managed Kubernetes offerings, remaining post implementation to ensure future adoption + growth.• Work in tandem with 'Blackbelt' pre-sales engineers, or post-sales Cloud Success Architects, to maintain technical excellence, and ensure successful delivery.• Collaboration with Sales teams throughout the customer life cycle.• Development of mutual Customer Success Plans, capturing the customer's key outcomes, and business goals.• Leadership reporting on customer revenue, growth forecasting and intervention opportunities.• Work to define Customer Success processes, KPIs and tooling in the newly formed Cloud Services team, and training and mentorship for new team members.• Identify customers for proactive outreach using telemetry data from cloud services dashboards.• Work with engineering and product teams to identify and prioritise bugs and enhancements to services.

A senior point of contact during the on-boarding phase of a customer’s journey, CSMs work alongside cloud architects, presales consultants, and cloud engineers, to oversee the technical deployment of IaaS, SaaS, DRaaS solutions to public sector organisations, and MSPs. • Provide Service Delivery and support during customer on-boarding phase (90~days), internal stakeholder and vendor management to ensure completion of milestone activities.• Facilitation of customer engagements (site visits, conference calls, events) to maintain relationships and ensure clear communication, and delegation of workloads during projects.• Handover to BAU Service Delivery upon completion of on-boarding to the UKCloud platform. Creation of account management guidelines, milestones/project plans, usage reports, key dates, potential growth areas, challenges etc...• Leadership reporting around KPIs for on-boarding – ramp review, time to deploy, SLA issues, product adoption, growth opportunities, in addition to regular customer facing service reviews.

London, United Kingdom

Part of the Service Management function at Rackspace, responsible for all technical change activity within EMEA region. Managing change to shared data centre infrastructure, in addition to critical change for ‘top tier’ customers’ dedicated solutions, and providing guidance for long running and complex projects.• Design and implementation of change management process and policies based around ITIL framework. • Chairing bi-weekly CAB for review of complex or impactful changes for top tier customers. • Representing EMEA region on the global Infrastructure Change Management weekly CAB to approve multi-customer and data centre level infrastructure change.

London

- Commvault Technical Escalations- Course Instructor- Backup POC for large scale customer migrations- Team Development

London, United Kingdom

Member of M.B.U. team for world leading web hosting and cloud technology company, dealing with server data recovery and troubleshooting issues surrounding Simpana Commvault backup software.- Linux Red Hat + Windows 2003/2008 Data Recovery using Simpana Commvault- Installation and support of Simpana Commvault on Linux and Windows platforms.- Advanced configs- Clustering, MySQL, Oracle RMAN, MS Sharepoint, MS Exchange D.A.G.- Rackspace ‘CloudU' certified.- Course Instructor for MBU 101 class

Part of a team administrating a Windows 2003/2008 Active Directory based network of 300 users across 23 sites. - Windows Server 2003/2008, Active Directory- Win 9x, Win XP, Win7 workstation setup and installation - R.I.M Blackberry Devices and B.E.S. Server- Sage Saleslogix CRM Server and Client (Technical lead) - PGP Full Disk encryption (Technical lead) - Lotus Notes\Domino email systems - VM Ware administration- Dell SAN administration- AS400\JD Edwards, - Arcserve backup - Symantec Ghostcast imaging - Cisco VPN- Remote desktop support using DameWare\VNC- Hardware repair - Dell\IBM PCs + Laptop, HP Printers- Writing and compiling operating process- Day to day dealing with software and hardware vendors- Responsible for support of 5 sites across Europe, regular travel to each