Jonathan Evans Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Had overall responsibility for all technical support within the Asia Pacific region including managing the iCluster team from 5/2018 and half of the worldwide U2 Support team. Provided expert advice for the U2 products.
• Established relations with the iCluster development team and developed a roadmap to meet customer needs. This resulted in a major change in direction and should improve customer satisfaction with the product.
• Wrote the Technical Support handbook to assist in standardizing procedures and SLA’s. This is used in training new technical support engineers and as a reference. This helped to give customers a more consistent support.
• Set new guidelines for the iCluster support team in communicating with customers along with extensive follow-ups to ensure the appropriate medium was used. This resulted in an increase in customer satisfaction from 92.
• Developed and presented a course on problem solving and customer management across all technical support. Along with a range of other measures this reduced the average time to solve customer problems and helped bring.
• Managed staff across a range of countries - USA, Canada, UK, China, Japan, Australia.

Sydney, New South Wales, Australia

• Managed U2 support for the Asia Pacific region and CorVu support worldwide.Accomplishments
• By close monitoring and mentoring of the CorVu technical support engineers, and recruitment of new team members, I achieved a dramatic reduction in the CorVu support case backlog. This helped to improve customer.
• Working with the other U2 Support Managers, I achieved a successful transfer of the support organisation from IBM to Rocket. This included preparing training on the new systems, arranging appropriate working spaces and.
• Wrote a discussion paper for the CEO on the alternatives for matrix management structures for technical support with emphasis on the advantages and disadvantages of geographic or product alignment. This contributed to.
• Mentored a support engineer to become the CorVu Support Manager.

Sydney, New South Wales, Australia

• Managed the U2 support team, the Informix support team from 2003 and the Ascential support team from 2005 to 2008. At the peak I had 18 direct reports which included 3 teams each with a team lead.Accomplishments
• Setup the transition of DB2 UDB support from a single centre with shift work to a follow the sun distributed model. This reduced the stress on the technical support engineers and reduced the difficulty of staffing.
• Trained in DB2 and provided down system support in the Asia Pacific time zone.
• Led the successful move of the Informix and Ascential teams to the use of IBM’s internal case management system.
• Mentored a support engineer to become the Ascential Support Manager.

Sydney, New South Wales, Australia

Managed the Technical Support teams that supported the U2 and DataStage products. Provided UniVerse and DataStage advanced support.

Bsc(Hons), Computing Science

Bsc(Hons), Chemistry, Computing