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• Recruitment, resourcing, team development and budgeting.

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. • Management of application infrastructure, technology stack and system health.• Coordination of application change requests and release management.• Ensuring compliance with continuity of business (COB) regulations and managing annual DR testing.

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.• Development and review of Key Performance Indicators (KPIs).• Managing escalations and customer satisfaction.

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.