Marc Lehmberg Email & Phone Number

Perth, Western Australia, Australia

Rotterdam Area, Netherlands

Collaborate with internal teams, customers, and partners to gather business requirements, convert these to functional requirements to suit the DPX Product vision using Agile SCRUM methodologies;Create and maintain the DPX Product Road Map according to product vision and strategy;Maintain the DPX Product backlog to ensure features add business value and increase customer satisfaction;Work with customers to provide world-class support during critical situations, migrations, and upgrades;Deliver technical and non-technical product presentations for EMEA prospects, customers, and partners ;Reproduce customer issues in-house to speed up problem resolution;Produce and review technical support documents to assist customers in resolving their issues.

Amstelveen

Team lead responsibilities including coordination of team schedule, mentoring, coaching team members, and represent EMEA Support Delivery Management;Provide third-level technical support for ECX and DPX software in the EMEA region via telephone, email, remote sessions, and on-site visits;Solve problems related to customer environments (operating systems, networks, tape, and disk storage);Assisting in the development and documentation of support procedures for effective problem resolution;Liaise with the Support and development teams in the US for critical situations;Maintain and improve the Catalogic "Salesforce Service Cloud" implementation for the global support team.Achieved Employee of the Quarter due to initiative in directing special projects, including supporting the design and deployment of VMWare VCenter Support infrastructure in-migration from physical to virtual systems, as well as serving as European representative in the development of new Knowledge Management System Spearheaded planning, design, and implementation for the transition from terminal-based Case Management application to Salesforce Service cloud within one month, as well as planning migration of Exchange users to Office 365

Optimized service delivery by providing third-level support for OES, Linux, and Netware, as well as collaborating with Product Engineering to drive seamless product support transitions from engineering to mature phase Trained Novell support engineers and influenced key decision-making by providing data-driven consulting Critical transition team member supporting implementation of new Siebel CRM and worldwide launch of OES Linux

Effectively manage customer problems by maintaining ownership, driving customer incidents to quick resolution, providing regular follow-up and taking responsibility for providing a high level of customer satisfaction.Maintain professional interactions with other team members, including appropriate representation of NTS (Novell Technical Support) when involved in conference calls with customers.Debug Coredumps for troubleshooting Provide mentoring and training to NTS employees.Provide complete and accurate audits within Vantive (Call Tracking System).Create and link Technical Information Documents (TIDs) to assist the team members and customers in resolving incidents quickly.Assume responsibility for backing up other team members and management personnel as needed.

Pretoria Area, South Africa

Maximized software capabilities by leading software installation, configuration, migration, and upgrade projects Key achievements • Upgrading South African Reserve Bank GroupWise system in one weekend.

Quickly stabilized marginal Novell NetWare 4.11 / GroupWise (4.1) installation to provide a reliable service over 15-site network.Extended network infrastructure to the whole country (52 sites) including installation and configuration new servers at each location.Coordinated and migrated the GroupWise System of 2500 GroupWise system users to version 5.5. Migrated another division’s legacy mail system to GroupWise. Brought the e-mail service safely through the Y2K period, then rearchitected system to improve scalability and increase redundancy, resulting in significant usage and reliability enhancements. Assisted with the upgrade of the Novell Servers to NetWare 5.1 and the implemtation of a Zenworks System Wide installation.

Pc Engineering, Information Technology

Matric, High School Diploma