Mark Winters Email & Phone Number

Dublin City, County Dublin, Ireland

County Dublin, Ireland

Dublin

Emea

Responsible for the planning and execution of projects across the EMEA region relating to all NICE products such as Engage, NIM, NTR, WFM, IA, RTS, etc. I work with end customers and business partners throughout the Enterprise and Public Safety markets. Duties include:• Managing each project throughout the entirety of its’ life cycle.• Meticulous planning of each project process group; initiation, planning, execution, monitoring & controlling, and closing.• Coordinating and planning project resources.• Pro-actively leading the project team to ensure a high quality and timely delivery of products and services.• Manage communications between different internal teams. For example, pre-sales, sales, professional services. advanced support and R&D.• Ensure that each project is delivered according to plan and within budget.• Ensure consistency of service delivery while actively identifying opportunities to increase profitability. • Set priorities, formulate plans and agendas, and manage action items.• Identify any risks and plan ahead in order to minimize or eliminate any negative impact on the project plan or schedule. • Lead regular status meetings for each project. • Establish strong customer relationships.• Be the single point of contact for customers throughout the project delivery from cradle to grave.• Be the first point of escalation and manage any escalation pro-actively and efficiently. • Liaise with senior management both internally and externally regarding project health and also the status of any major issues.• Leading project review meetings at the end of each project in order to gain insights regarding the customers opinion of the project delivery, identify any areas for improvement and to document the lessons learned for future reference.

Emea

Responsible for the technical planning and also the technical delivery of projects spanning the NICE product portfolio. This included a wide range of project types such as Greenfield installations, migrations and also MAC projects. These projects covered NICE products such as NICE Engage, NIM v4,1, NICE WFM, NICE Inform, NICE Perform, NPX, NRX, NTR, NICE Universe, NICE v8.x etc.Duties included:o Preparing and executing NICE technical implementations. This included planning, implementation, configuring the integration to the customer environment, user acceptance testing and initial go-live support.o Perform meticulous preparations in order to ensure a smooth delivery. o Manage adherence to project scope and technical best practices – ensure project is delivered as per technical documentation and officially supported spec and configuration.. o Proactive approach to implementation issues, for example, assume ownership of issues and attempt to resolve them independently in order to avoid unnecessary delays. o Manage and execute technical delivery in accordance to planned timelines.o Alpha testing new products in order to improve product and documentation quality.

Emea

Responsible for providing customer support to NICE customers across EMEA with an emphasis on the U.K. and Ireland. As a senior engineer, I was required to provide additional services over and above the normal support role, some of which are detailed below. Duties included:o Provide customer support services to NICE customer base.o Provide 24/7 support for both software and hardware issues.o Act as stand-in customer support manager.o Team Lead for Irish support team. This included managing resources within the team and mentoring other team members.o Initial point of escalation for customers. o Perform installations as a technical project manager when required.o Create quotations for customers requiring support outside of a valid support contract and manage resourcing and delivery of same. o Manage technical escalations to advanced support and R&D.o Manage hardware stock and perform regular inventory checks.o Build local lab system for testing and training purposes.o Build lasting customer relationships.o Identify opportunities to expand install base and increase profitability.

Emea

Providing customer support with primary focus on Ireland but also supporting customers throughout EMEA.Duties:o Provide customer support to NICE customer base.o Provide 24/7 support for software and hardware issues.o Perform implementations on top of customer support duties. o Technical account manager for key business partners in EMEA. This included holding weekly service review meetings and assessing the status of open support cases. o Help to build up the customer base in Ireland by actively seeking opportunities, delivering a quality output and also by building lasting relationships with customers. o Perform system health checks for customer base and also create system diagrams.o Create and maintain central storage area for technical documentation and also technical lessons learned.o Create and maintain a technical lab facility.o Create and maintain a hardware and spare parts stock for supporting the customer install base.

Ireland

responsible for the installation and maintenance of Siemens PABX systems and also associated systems such as ACD, call recording, voicemail, IVR etc.Duties included:o Provide installation and maintenance support to Siemens Ireland customer base.o Full charge of managing support and maintenance for several business campuses (1000+ users) for key customer account Bank of Ireland. o Member of project team for key PABX installations across the enterprise and public safety sectors. o Also provided installation and maintenance support for IPC dealer equipment for customers in the financial market. o Member of team responsible for installing the first Siemens VoIP PABX system in Ireland.o Member of team responsible for installing the first IPC VoIP dealing system in Ireland. o Member of team responsible for installing the first Siemens Flex Routing ACD system in Ireland.

Ireland

Responsible for installation and maintenance of PABX systems for the primary Siemens contractor in Ireland. Duties:o Provide installation and maintenance support of Siemens PABX equipment.o Manage support for key customers.o Member of installation team responsible for the largest Siemens PABX installations in Ireland.

City And Guilds Certificate., Telecommunications And Electronics

Computers And Electronics

1 year completed

National Leaving Certificate

National Junior Certificate