Lawrence Cooper Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

County Dublin, Ireland

• Heading up the support team, provided managerial and technical leadership to a team comprised of on-site and remote resources, while creating process and structures for working more effectively with our internal and.
• Delivered User Sign-On of User Acceptance Tests (UAT) on a critical Proof of Concept (PoC) with a key customer. As a PoC, there were many problems which only surfaced after installation. Working with all the.
• Working with key stakeholders, defined a set of KPIs for each solution we offer. After KPIs were agreed, worked with Development on Enhancements to extend data captured with each solution to enable the reporting of.
• Setup a Support workspace on JIRA to provide a support ticketing system and knowledge base. Previously using a different ticketing system, I decided to sunset it as customer usage did not justify the cost and it didn’t.
• Moved the Support team from being a zero-revenue generator to becoming 80% self-funded within two years. This was achieved through negotiating support agreements for support and maintenance work, infrastructure.
• Created scripts to identify developing mechanical issues and have they flagged for maintenance before they caused serious impacts on customer environments. As an example, a script to check all robots in an environment.

Dublin, Ireland

• Reporting to Customer Services Manager, delivered support for public/government sector clients globally in both Saas and on-prem models. Built role out to include team training, knowledge sharing systems, process and.
• Taking over as a designated technical support engineer for a highly dissatisfied major customer, converted them into a net promotor (based on NPS) and maintained positive relationship over a five-year period. This was.
• Increased Product Certification within the team from 15% to 50% by running 12-week study group session. These study groups followed the course curriculum and each week a different team member was responsible for.
• Delivered a 20% improvement in time to resolution of customer support cases by implementing process improvements in the support case life cycle, including alerts when defined thresholds were reached; colleague review.
• Implemented a customised training plan for the team that optimised specific team development and resulted in increased engagement, higher-performance and average annual training hours to more than 200% of the.

Ireland

• Reporting into the High Performance Computing (HPC) Manager for EMEA region, supported projects across the globe in all phases of their HPC Cluster installations. Further expanded the role to include the installation.
• The installation, configuration, and deployment of the HPC Systems heavily relied on a piece of software called xCAT and customers began asking for specialised training for the product. To meet customer needs I.
• Showed technical and personal flexibility to single-handedly install a HPC cluster at a site in Cyprus, including the physical installation, network configuration, storage setup, administration servers, and scripts for.
• Demonstrated resilience and persistence to successfully deliver a training course in Dubai. After being unexpectedly stuck in Dubai airport for a night after arriving, and then encountering a hardware failure when.
• Performed performance benchmarking and optimisation on a world’s top50 supercomputer. This involved server optimisation (minimising OS footprint across 1000+ compute servers), running burn in tests to identify problem.

Dublin, County Dublin, Ireland

Handled much of the day to day running of the company in line with strategy and targets set by the co-founders, including record keeping; customer agreements; coordination of installations, servicing, and repairs; stock management; invoicing; managing payroll and tax compliance.

Engineer Technician for System P and System Z products.

Hardware testing of System p and System z products.

Bsc (Honours), Computing With Business

Education record