Jacques Van Eyk Email & Phone Number

Dublin, Ie

Ireland

As the EMEA Regional Leader for Tableau Technical Support , I am committed to delivering unparalleled customer experiences through a blend of operational and technological excellence. My leadership is defined by a relentless pursuit of consistency, both in my actions and in fostering a culture of high performance within my team. This commitment has directly contributed to significant improvements in customer satisfaction and operational efficiency.I oversee a broad range of… Show more As the EMEA Regional Leader for Tableau Technical Support , I am committed to delivering unparalleled customer experiences through a blend of operational and technological excellence. My leadership is defined by a relentless pursuit of consistency, both in my actions and in fostering a culture of high performance within my team. This commitment has directly contributed to significant improvements in customer satisfaction and operational efficiency.I oversee a broad range of responsibilities aimed at achieving operational excellence, including talent management, hiring, employee retention, performance optimization, and process enhancements. My role also involves managing critical customer and sales escalations, overseeing at-risk accounts, and ensuring effective stakeholder communication. I take pride in contributing to global strategic initiatives and report directly to the VP of Technical Support, offering regular executive insights into business health and advocating for strategic solutions to departmental challenges.My leadership ethos extends beyond mere management to include coaching and providing constructive feedback, which has been instrumental in building a robust team and developing future leaders. I actively engage with cross-functional leaders to exchange best practices, leveraging my deep expertise in exceeding critical support metrics to drive continuous improvement.This strategic and people-focused approach underscores my dedication to not just meeting but exceeding customer expectations, fostering a culture of excellence, and driving Tableau Technical Support towards greater success. Show less

Dublin, Ireland

Dublin

Manage and provide strategic and operational leadership to the L2 EMEA Software Engineer Support Teams and a worldwide triage team with 25 senior managers and engineers; teams were charged with supporting HCL products, managing portfolios, tracking issues, and implementing personalized resolutions in a timely manner.• Foster continuous improvement through performance evaluation, key performance indicators, Net Promoter Scores, and CSAT reports.• Optimize overall management… Show more Manage and provide strategic and operational leadership to the L2 EMEA Software Engineer Support Teams and a worldwide triage team with 25 senior managers and engineers; teams were charged with supporting HCL products, managing portfolios, tracking issues, and implementing personalized resolutions in a timely manner.• Foster continuous improvement through performance evaluation, key performance indicators, Net Promoter Scores, and CSAT reports.• Optimize overall management, performance and operational aspects of the team. Eliminated bottlenecks and ineffective procedures which ultimately resulted in a case backlog reduction of more than 65% during 2018-2019.• Cultivate long-term and trusting relationships with stakeholders and industry leaders, coordinate open lines of communications across departments, and enable efficient triage of complex systems and incident trend remediation. • Responsible for L2 Teams resolving issues for the following products that are part of the Product And Platform portfolio : Lotus Notes, Smart Cloud Notes, Domino Server, Sametime, Traveler and iNotes.Noted Accomplishments:• Named the World Wide Pillar Lead for the Notes Client & Domino Server Product. Responsible for all key metrics and product functional areas. enhanced self-sufficiency of teams through key performance indicators, training, and process improvement. • Facilitate cross-functional team members, service providers, and technical domain experts to efficiently triage complex systemic issues as well as engage management processes to proactively remediate incident trends.• Recommend innovative tools and service programs to further strategic technical support initiatives.• Identified areas of training need through assessment, observation, and performance reviews. Show less

County Dublin, Ireland

Supported senior leadership with team leadership, performance management, productivity, escalated issues, and resource needs identification. • Launched various processes, best practices, and tools to assist teams in achieving goals, overcoming obstacles, and meeting productivity requirements. • Drafted weekly management reports with KPIs and maintained customer satisfaction through cross-functional collaboration to complete projects, initiatives, and solutions. • Acted as single… Show more Supported senior leadership with team leadership, performance management, productivity, escalated issues, and resource needs identification. • Launched various processes, best practices, and tools to assist teams in achieving goals, overcoming obstacles, and meeting productivity requirements. • Drafted weekly management reports with KPIs and maintained customer satisfaction through cross-functional collaboration to complete projects, initiatives, and solutions. • Acted as single point of contact for major incidents; allocated resources, monitored incidents to ensure timely resolution, monitored processes for accuracy, and ensured communications to customers were clear. • Bridged talent gaps through process improvements, conducted root cause analysis to translate customer needs into customized solutions, and led Software Engineers through conference calls. • Delivered remote, phone, and onsite services to customers as they required. • Executed health checks of systems, including systems performance, patch levels, configurations, and improvements. Noted Accomplishments:• Awarded Outstanding Technical Achievement Award in 2017, IBM Support All-Star in 2010, and NextGen Participant in 2010. • Served as Level 2 support representative during senior executive, customer, and critical situation conference calls. • Mentored and guided new team members in all processes and procedures while facilitating teamwork and educating on technical expertise; led a team of up to 28 engineers in daily functions. • Appointed to the Premium Support Team to assist selected premium accounts with escalations, customer service, and other related issues. • Completed several IBM Badges, including client success and support, critical situation resolver, cloud strategy explorer, hybrid cloud explorer, IBM DataFirst method explorer, IBM Watson Data Platform explorer, IBM Bluemix Practitioner essentials, and IBM Big Data foundations Level 1. Show less

Master Of Science (Msc), Management Information Systems And Services

Thesis : Security Frameworks for Cloud Computing

National Diploma In Purchasing Management And I.T.

Education record