AppSense publishes DesktopNow & DataNow a complete solution for user policy, user virtualization, application management and performance management. They have over 3000 customers and average annual sales in excess of $100 million. The Technical Services Management team provided direct support to Platinum customers and leveraged the efforts of Support, Development, Product Management, Professional Services, and Sales to maximize customer value.•Provide direct white-glove support to Platinum customers, the highest SLA available, who paid a total of over $2 million per year for the service.•Proactively monitored top 250 customers as well as key accounts identified by management, containing and preventing crises.•With other members of the team, created a weekly bulletin calling attention to key events among the customer base.•Acted as a voice of the customer within AppSense.•Monitored any account with a renewal opportunity greater than $50K in the current fiscal year, reviewing the health of the customer’s relationship with support to ensure anticipated $2-3 million dollars in quarterly renewal revenue.•Monitored any account with a new business opportunity greater than $200K in the current fiscal quarter, reviewing the health of the customer’s relationship with support to ensure customer satisfaction.•Coordinated the efforts of Development, Product Management, Sales, and Support to ensure maximum customer buy-in to the product.•Pro-actively monitored the customer base to align AppSense’s Support with the its business priorities.•Convened unscheduled conference calls for P1 and P2 issues and created and executed action plans for resolution. Escalated incidents both functionally and hierarchically as necessary to resolve.•Managed both external & internal customer incident escalations within AppSense to ensure path to resolution.

• Providing Full in house IT Support For over 100 staff• Windows Server Installation Configuration & Support• Active Directory• Microsoft Exchange / Office / OS Installation Configuration & Support• Cat 5 & Cat 6 Cable Installation• VMware implementation• Disaster recovery • Backup software Installation & Configuration• Secure Banking software support• Pensions Payment software support

My responsibilities included• Providing Full IT Support For over 20 Companies• Windows Server 2000/2003 Installation Configuration & Support• Active Directory • Microsoft Exchange 2003 Installation Configuration & Support• Setup Of Sharepoint• Cat 5 & Cat 6 Cable Installation• Watchguard Firebox Support• EPOS Solutions• Printer Installation & Support• Wireless Installation Configuration & Support• Installation Of Sound Systems • Systems Audits• Backup Exec Installation & Configuration• Arcserve Backup Installation & Configuration Left due to company becoming insolvent

• Providing 30 Shops With IT Support With The In House EPOS System Via Telephone & Remote Support (PC Anywhere + VNC)• Travelling the Country to fix or replace broken tills• Installation Of New Tills Including Cabling• Supporting Shops Back Office PC’s (Windows XP Machines)• Supporting Office Staff at 2 Warehouses Various In House Systems• Support , Installation & Configuration Of 3 Windows Server 2000 Machines• Installation & Configuration of Symantec Anti Virus Corporate Edition• Support Of All Microsoft Office ProductsLeft due to company being sold to Sports world Feb 2007

• Managing a Team Of 5 Engineers To Support Over 300 Stores Epos Systems• Manage any Rollouts of Till software Upgrades• Plan Any installations for New Stores & Order Required Equipment• Manage 2 Office Based Staff On IT Helpdesk For 3 Warehouses • Any Installations Of New Equipment In The Warehouses + Support• Supporting 6 NT 4 Servers• Supporting 2 Windows 2000 Servers• Supporting 1 Exchange 5.5 Server• Supporting Multiple LAN & WAN’S• Arcserve Installation & Configuration Left due to company going into Administration Feb 2005