Mostly covered the spaces of Robotic Process Automation (RPA) and Managed File Transfer but also other areas of System Management as required.Continued my previous work with Help Systems in the USA, but extended into post-sales support as well. This means covering the pre-sales environment of demonstrations and Proof Of Concept implementations, then moving into Professional Services of helping customers get our products into production quickly to get value for money as quickly as possible. Also provided all aspects of Post-Sales work including trouble shooting and liaising with development.

After leaving Amazon I was approached by Help Systems to rejoin the company to work with their RPA product, Automate.Provided presentations and demonstrations for prospective customers. This meant quickly gaining an understanding of the prospect's requirements and tailoring the demonstration appropriately.Followed up with additional support, with guidance for the customer on getting the maximum benefit from their new purchase.Also provided implementation consultancy, taking the customer's requirement and producing a working RPA solution that is turnkey as well as also solid and reliable.I also wrote conversion utilities so customers can bring configuration from legacy utilities and quickly and easily implement their environment in our newly installed product.

Recruited by Amazon to join the team providing Infrastructure and Tools for the Network Engineering team.To manage a network as large as Amazon's, the Network Engineering teams require software tools and hosts and environments from which to run them. I was part of a team that managed these hosts, keeping them up and running, maintaining the software installed on them as well as keeping the hosts and the fleets of hosts scaled appropriately. Also did development work for some of these tools as required.Gained a very deep understanding of how large networks work, and of the underlying protocols.

Help Systems acquired OSM in May 2011. I provided pre and post sales support for their System Administration products - batch scheduler, a printer spooler and a user provisioning tool. My responsibilities included demonstrating software, participating in meetings with prospective customers and advising on how best to use our products.I also provided consultancy services during installation and then provided post sales support, liaising with development on bug reports and enhancement requests.Another aspect of my job was implementing custom solutions to specific customer requirements, doing the planning, coding and testing, and also the writing of conversion tools for customers who are moving from a legacy product to ours. Here I have to gain an understanding of the existing product's data model and to convert the customer's data to a format to be imported to our product.

My responsibilities covered a wide area, from pre-sales presentations and demonstrations, through post-sales support at both first and second level, on into development.The company provided System Management tools for the UNIX/Linux market, and it was important that I could jump into any technical role as required. One day I might be demonstrating the company's products to both technical and non-technical prospects then the next day I return to a coding project. During this time I would still be taking support calls, responding to customers in a professional manner.The company's President described me as a "commercially aware technical expert". I have technical skills at all levels, but I understand that we're in the business of selling software, and I know what to say and what not to say.

Functional Software was a small company that I joined to do development work. During this period my primary project was taking an existing large product and separating it into smaller individual products and the underlying toolset.I then switched to a customer facing role, providing the full range of support services: pre-sales, including demonstrations and presentations, installation services and customization, then post-sales handling all types of calls.Customization of the products was done very regularly, and it was my responsibility to analyze the customer's requirements, then design and implement the solution. Providing support for the custom solution followed.Due to my development background, my post-sales support role often involved assisting development in diagnosing bugs and providing a solution.

I was initially hired to do first line support for the company's hardware and UNIX OS products, but my trouble shooting skills saw me moved to the second level support group. Here I was involved with more complex trouble shooting, in particular kernel debugging.We were also responsible for running benchmarks for prospects, meaning it was our group's task to make the application run as efficiently as possible. This required extensive knowledge of the system's architecture, the OS and any database that was in use.