Rodney Smith Email & Phone Number

Sydney, Nsw, Au

Australia

Leading all aspects of customer adoption, addressing technical issues, and partnering with sales and support to build and ensure customer satisfaction and exceptional service.

I have led the rapid expansion of Tech-Support from initially servicing SMEs to sourcing customers from large enterprises and government. Providing consultancy to address issues and define resolutions, as well as delivering pre and post-sales support, I have maintained a 100% customer satisfaction rating for 20 years. Skilled in contractor management, I routinely outsource work ensuring best fit in terms of company requirements and contractor skills and abilities. To support my own professional development, I also designed and developed a lab in which to conduct ongoing self-training.

Sydney, New South Wales, Australia

Reporting to Senior Director, Professional ServicesGlobal Responsibilities for management, costings and development of the Commvault Managed Services offering for On-Premise and SaaS.• Interactions with Customers, Partner and internal stakeholders at all levels local and internationally.• Responsible for designing and maintaining the service level terms and conditions to ensure we were contractually meeting SLAs and satisfaction levels.• Escalation point for any issues for the service; internal and external.• Enablement point for new hires and people unfamiliar with the service.• Liaison between internal departments as well as external stakeholders.• Developed and managed systems and processes to efficiently and effectively deliver services.• Helped identify customer pain points and worked to find resolutions that would be beneficial.• Building out metrics to allows better customer oversight.• Designed and implemented a new price strategy to keep value for customers while ensuring resourcing and costs were factored correctly.

Sydney, Australia

Reporting to Director, Support Expertise Team• Helping and training internal staff and partners.• Developed a testing infrastructure that allowed real world simulation of environments and issues and the assessment of these.• Published training content and assisted staff with designs, issues and escalations as needed.

Sydney, Australia

Reporting to Senior Manager, Enterprise SuccessResponsible for supporting large enterprise customers who were contacted for Business Critical Support, by assisting in managing their Commvault solutions operational and technical support issues. I was the customer liaison between Technical Support, SW Engineering, Product Management and Field Operations.Roles and Responsibilities:• Serve as customer advocate to ensure their day to day issues and goals/objectives are met from Technical Support, SW Engineering, Product Management and Field Operations• Achieve a high degree of Customer satisfaction• Provide accurate reporting on a weekly, monthly and quarterly basis to CommVault team and the Customer • Work as a Technical Support Engineer and with the Technical Support Team, SW Engineering and Sales to ensure customer goals and objectives are achieved• Communicate and manage issues with customer as required• Handle critical escalations for customer issues• Facilitate ongoing customer conference calls• Conduct post-implementation follow-up, face to face meetings or phone conversations to monitor customer satisfaction• Coordinate onsite meetings with customer as required• Participates in audits and work with management to establish or revise procedures and processes• Continually keep abreast of new technologies and new CommVault products• APAC wide travel to customer sites• Assist in assessing the support service delivery risks in complex client proposals, developing & executing pragmatic approaches to eliminating or containing these risks.

Sydney, Australia

Specialised in the delivery of effective large-scale IT infrastructure solutions. I am particularly skilled in diagnosing infrastructure issues and proposing solutions.Specialising in Commvault Simpana(Backup, Archiving, Replication, Content Indexing and SRMConsulting with customers on a wide range of projects, I provide a first point for customer contact. This includes a wide range of blue-chip private and public companies, and government contracts. I successfully rolled out a 180TB+ archiving and backup solution for a blue-chip client. In addition I have overcome company constraints to deliver large-scale backup solutions within a broad range of companies and sectors. Often the technical lead on projects, I am committed to delivering and maintaining best practice solutions in line with customer requirements. This includes streamlining customised systems and maximising commercial products.

Within this role I delivered system integration, software support and internal security administration to key clients. Specialising in CommVault (Backup, Archiving, Replication, Content Indexing and SRM), I also utilised certifications in Administration, Support and Engineering. This included delivering a solution to resolve an APAC-wide backup system issue.Recommending key improvements to roles and departments, I supported the streamlining of company functions. In addition I delivered exemplary customer service to build company reputation and promote increased profitability and market share.

Sydney, New South Wales, Australia

Based on exemplary performance as a Senior Systems Engineer and previous management experience, I was offered the role of National Services Manager. As a result, I became responsible for remote and direct management of the national service region. This included supporting and developing local staff, as well as up to 30 remote employeesIn order to facilitate increased cost-effectiveness in repair and servicing, I implemented a contracting model with other service vendors. In addition I implemented operations and growth programs in service centres and other areas of the company. Further, I outsourced selected servicing to external companies to drive even greater efficiency.

Sydney, New South Wales, Australia

After the reverse merger of Digital Tape Solutions with E-Data Services, I became responsible for providing customised backup/storage solutions for businesses and government sites. In addition I also supported the APAC region for technical support calls. Designing and implementing large-scale deployments, I was instrumental in the rollouts of initial backup/storage solutions in a number of large-scale companies. This included leading technical teams and providing ongoing customer support.Committed to providing exemplary customer service, I was awarded the Top Service Award in 2001. This award acknowledged my skill in developing effective customer relationships to ascertain and effectively meet their needs.

Sydney, New South Wales, Australia

Commencing as an Engineer, I responded to the needs of the business by building an outsourced service arm through my own company, Smith Swift Solutions (now Tech-Support). This included shaping and implementing all service strategies and leading a multidisciplinary team of motivated engineers to provide robust service to customers.A key element of this role was direct liaison with international companies to ascertain technical information, and action repairs and Return Material Authorisations (RMAs). To support this function, I built a RMA system from the ground up. This enabled more accurate and efficient tracking and management of RMAs in and out of the service centre.In addition I researched and implemented an electronic dispatch/delivery system, and implemented a new stock tracking system.