Responsible for the Global Support Operations Team at Perforce.Consists of a Team of Support Engineers/Developers, Programme Managers and Technical Writers.The Global Support Operations team, through tooling and data analysis, helps the support organisation deliver high-quality customer support, maintains customer satisfaction, and ensures the smooth operation of support services for the 13+ business units that make up Perforce.Key responsibilities:Data Analysis and Reporting: Analyzing support data and generating reports is a critical function. This includes tracking key performance indicators (KPIs), identifying trends, and providing insights that help improve overall support quality and efficiency.Tools and Technology Management: Oversee the implementation and management of support tools and technologies, including ticketing systems, Customer Portal and Knowledgebase, as well as a range of productized customer tooling, to enhance the efficiency of support operations.Continuous Improvement: The team focuses on continually improving support processes. This involves gathering feedback from the stakeholders of the support organisation, identifying areas for improvement, and implementing changes to enhance the overall customer experience.New Acquisition Integration

Responsible for the Customer Support Operations Team at Puppet By Perforce.- Managing a Geo separated team of Support Engineers, Developers and Technical Writers- Administrating A Customer Support Portal and Knowledge Base- Creating a Publishing Customer tooling

The team lead of Puppet’s EMEA support Team, consisting of 6 engineers (inclusive). This role involves; support engineer duties such as incident handling, acting as the business escalation point for the EMEA support team up to and inclusive of the executive level, collaborating and conferring on customer related matters across a geographically split internal teams, ranging from professional services, sales and product engineering.This position expands on more general leadership experience gained from my previous professional services roles, (developing interns and graduates and managing customer projects), into providing more specific guidance and direction to a support team.Part of the role is to identify and make improvements to the customer service offering, I have identified, defined and created a puppet module and associated continuous update process. This model improves customers ease of access and execution to resolutions for known issues, and common configuration problems. The project was created in collaboration with the global support team and has recently be adopted as standard support team process.Responsibilities Include:Providing direction and guidance to help lead the team towards business goals and objectivesAct as a business escalation point for the EMEA Support Team.Point of contact and collaboration to other teams within Puppet. Including Sales, Professional Services and engineering.Support desk operations.Working as a part of a globally distributed support team.Out of hours on call rota

Current role within Arris’s Software division, is to provide consulting and deployment services for the ECO Service Management software suite to the global customer base. Including Tier 1 Telcos.The ECO Service Management software suite consists of a number of web based applications for collecting data and managing customer premises equipment, through various technologies and protocol, CWMP, XMPP, SNMP etc.Responsibilities Include:-Consult on the initial deployment and integration plan, including architecture and application and protocol selections.- Creating customised application installers and the supporting installation and commissioning documentation.- Technical support for the customer deployment in the initial installation or upgrade phases until handing over to the Arris support teams.- Provide and interface to customers to rely and discuss change requests.- Designing and hosting customer and internal product and process training.- Customer focused scalability testing / optimisation and resultant reporting.- Onsite and remote customer interactions

Part of Paces software & services group, and formally Latens system LTD, this role encompassed all tiers of customer support as well as other services including Customer installation & commissioning, training and testing. The focus of this role was on broadcast and interactive TV Conditional Access platforms (DVB / IP) middleware and STB UI applications, also incorporating OTT technologies such as PlayReady and Widevine.Customer base included many tier one operatorsResponsibilities Include:- Support desk operations, all tiers. Due to the initial size of Latens they operated a flat support organisation with engineers answering direct customer calls as well as providing advanced technical support, workarounds and interface into product development and test.- Out of hours on call rota- Installation and commissioning of customer platforms- Customer documentation including, impact assessments, manuals and validation documents.- Customer operations training- Trade show sales presentations and maintenance of demonstration systems- Onsite and remote customer interactions

Product support Engineer for:2 Way IPTV Conditional Access (CA) and Middleware SystemsOne Way Cable Broadcast CAHybrid One Way Cable Broadcast / 2 Way IPTV CAProviding Support, Installation and Training on Above Systems

Part of Nortels Metro Ethernet Division• mimic live customer networks as per their specifications in a Nortel lab, for the purpose of the verification of new product installations, upgrades and deployment configurations. My role during these engagements varies, from direct instruction and implementation, to simple consultation and problem solving. • Demonstration of products to new or existing customers.• Support of Nortel Management hardware and software in the field (customer networks)• Training of customers and Nortel installation engineers on new Hardware/software installation and configurations.• Verification of early management software loads, with feedback to a global team• Writing of Technical Documentation, including Test case scenarios for customer engagements, instructional and reference documents. Utilizing feedback gained from experiance with customers.

This position was the placement year part of the degree course, and contributed to the Diploma in Industrial StudiesThe role entailed:Performing exhaustive defect testing on End of Line Production Material, whose test results where known, with the aim of decreasing the defect rate through more efficient and accurate testing.Scripting new automated and more efficient methods of collecting and analysing test information was also keyBeing quality representative for the day shift, collation of above normal defects and other quality events, investigating causes and presenting to management on a weekly basis with the ultimate aim of lowering incidents through elimination of cause.This role involved exposure to a clean room environment and protocols on a daily basis.