Mark Powell Email & Phone Number

Bristol, Gb

Bristol, Gb

Bristol, England, United Kingdom

• Transforming the team from startup-ready to enterprise-proven in a fast-paced environment, improving business performance by 30% with data-driven insights and reporting• Implementing global process improvements and change management initiatives to enhance the efficiency, quality, and compliance of the support operations, achieving ISO9001 certification• Leading a growing team of 60+ engineers and managers, providing 24/7 software and SaaS support for ForgeRock’s identity and access management solutions• Cultivating and mentoring the support team members, fostering a culture of collaboration, learning, and excellence, resulting in 98% employee engagement and 87% eSat scores• Boosting customer satisfaction and retention with proactive and responsive high-quality support, achieving >95% CSAT

• Oversaw the direction of 40+ engineers and managers, ensuring timely and effective resolution of customer issues and escalations• Strategised for the future, including maximising the use of automations and AI, and scaled the team resources in line with company growth, increasing the team size by 120% and improving the team efficiency by 25%• Monitored and analysed support metrics, such as 99% SLA adherence, 97% customer satisfaction, 1700+ case volume, reducing resolution times by 20%, using tools such as Zendesk and Salesforce

• Coordinated the day-to-day operations and success of the technical support teams, providing escalation guidance and individual coaching, growing resources by 90%• Defined complex organisational problems, presented solutions, and led improvements to customer service quality• Implemented best practices and standards for support quality and performance, including ISO27001 compliance

• Planned and executed the service delivery strategy for 1000+ ForgeRock’s customers in EMEA region• Calmly handled competing priorities and escalations, identifying and resolving customer service issues and risks• Scaled our support tools by 15x, including Zendesk ticketing system, Opsgenie alerting and TeamSeer workforce management

• Provided professional, timely technical customer success, with 100% customer satisfaction• Lead the establishment of new ISO9001 knowledge base processes and procedures

Bristol, United Kingdom

• Exclusively operated the IT security infrastructure in FTSE100 global financial organisation, responsible for security of client’s financial data, and preserving security across numerous public-facing websites and internal infrastructure• Implemented the full lifecycle of security infrastructure in an ITIL environment, including researching and evaluating new products, business case presentation, procurement, deployment, and maintenance

Bristol, United Kingdom

• Led the deployment of a wide range of hardware and software solutions in efficient timescales• Provided high-quality and timely assistance for all levels of business staff, from junior to C-level

Bristol, United Kingdom

• Delivered end-to-end implementation services for Iken’s case management software solutions for legal firms in a PRINCE2 environment, from business analysis to post-implementation support• Configured, customised, tested, deployed, trained, and documented solutions according to customer specifications and best practices

Swindon, United Kingdom

• Project managed a global team – working effectively with developers and senior managers to deploy latest updates to applications – defining project scope, objectives, deliverables, timeline, budget, resources and risks• Produced innovative business analysis of vital wireless and VPN software for a user base of 80,000 staff worldwide