Gary Skelton Email & Phone Number

Belfast, Northern Ireland, United Kingdom

• Director of support for the EMEA region.
• Key customer account management and engagement.
• Development of KPI and processes.
• Recruitment, resourcing, team development and budgeting.
• Liaison with product development, sales and partner teams.
• Employee engagement and development.

Belfast, Northern Ireland, United Kingdom

• Imperva Senior Manager of Support and Services in EMEA.
• Management of EMEA support and services team encompassing Product Support and Technical Account Managers.
• Key customer account management.
• Development of global KPI and processes.
• Employee engagement and retention.
• Liaison to outside agencies and Universities

Belfast, United Kingdom

• Managing a technical team delivering application and data security in the cloud and on-premise.
• Web Application Firewalls
• DDoS Protection
• Threat Intelligence
• Database Activity Monitoring
• Advanced Bot Protection

Belfast, United Kingdom

• Managing a team of Web and Information Security analysts in fast paced project delivery and support in a leading law firm.
• Global Web Infrastructure management.
• Service management in an ITIL environment.
• Project delivery.
• Supplier management.
• Architecture Review.

Belfast, United Kingdom

• Supplier Management.
• Test Management.
• QA.
• Resourcing.
• Automation.

Belfast, United Kingdom

• Managing a distributed production support team responsible for a franchise critical risk system.
• Training, mentoring and performance development of the production support team.
• Working to challenging SLAs and KPIs.
• Managing critical client issues and escalations.
• Providing status reports on critical production issues to Senior Management.
• Coordinate relationships with Business Analysts, Development and Infrastructure teams.

Belfast, United Kingdom

• Responsible for delivering exceptional levels of customer care and software support.
• Management of demanding customer situations.
• Strategic Account Management responsibilities.
• Staff development to ensure business and technical training needs are met.
• Manage employee issues such as remuneration, recruitment and performance appraisals.
• Development of relationships with R&D, Sales and Product Management.

Belfast, United Kingdom

• Leading and motivating a software support team toward meeting challenging SLAs and KPIs.
• Helping to manage team performance, workload, skills development and customer satisfaction.
• Transitioning support of new products and technologies.
• Managing recruitment.
• Developing and delivering training plans for new product releases or technology enhancements.
• Daily review and triage of team workload to ensure effective use of team skills and resources.

Belfast, United Kingdom

• Responsible for delivering quality technical software support to customers and partners.
• Managing team performance against goals for response time, resolution time and customer satisfaction.
• Identifying and coordinating team training requirements and mentoring team members.
• Liaising with Development on the management of product defects and enhancements.

Belfast, United Kingdom

• Leading a support team providing technical support in Test Automation products.
• Motivating and leading team to meet challenging SLAs and performance goals.
• Mentoring, training and developing support engineers.
• Working with Development to triage product defects and enhancement requests.
• Moderation of on-line customer forums.
• Documenting and reviewing technical information in product knowledge base.

Belfast, United Kingdom

• Conduct case reviews of closed support cases to ensure quality technical standards are achieved.
• Writing and reviewing technical articles and FAQs for the public website.
• Mentoring Technical Support Engineers.
• Managing support escalations.
• Authoring technical white papers for publication to customer base.

Belfast, United Kingdom

• Technical diagnosis, investigation and resolution of technical support cases.
• Creating and maintaining product defect reports with R&D.
• Participation in conference calls for customers with high-priority issues.
• Reviewing and contributing to on-line support forums.
• Creating articles for the technical support knowledge base.

Belfast, United Kingdom

Worked within the Information Systems Division for 1 year as a student placement. Gained experience and exposure in a range of technologies as part of the Office Systems team delivering technical support on the Windows platform to department staff.