Ross C. Email & Phone Number

Sydney, New South Wales, Australia

Singapore

Responsibilities:- Champion a customer experience focus- Evangelise our Digital Support capabilities through video content creation, social media engagement and customer/partner training- Act as a trusted advisor for support services with a focus on ASEAN (South East Asia) region.- Help educate the sales field teams and customers on the delivery of support services- Guidance and advise on escalated / complex support situations- Educate customers on the additional value add services available to them such as ActiveIQ reporting tool, Elio Chat Services. - Work with country and district managers to ensure consistent support delivery. - Be the customer advocate when taking customer feedback back to the business.- Be the "Face of Support" in this region.

Singapore

Responsibilities: - Lead a team of Field Support Engineers and Field Escalation Managers across South East Asia (ASEAN) and India.- Primary focus of this team was to assist on complex support cases and escalation scenarios across entire product portfolio. - Collaborated closely with the sales org to ensure escalation processes were clear for both internal and external stakeholders.- Acted as a "face of support" for customer situations requiring a face to face meeting/interaction. - Help drive process improvements and adapt to specialized support requirements. - Support the wider APAC Field Support Team as a team lead when required.- Provided support and a touchpoint for our partner's in region helping delivery on-site support services.

Singapore

Responsibilities:- Lead a team of technical support staff providing best in class support services to SolidFire customers as part our proactive follow the sun support model. - This team provided support to English, Japanese and Korean customers. - Drove process, tool and training improvements across the team.- Represented APAC region for all support strategy conversations- Managed team resources to ensure continued coverage at all times- Managed the APAC Support integration of the team with NetApp post acquisition - Managed and owned customer escalations. - Worked with product management to drive product improvement based on support experiences in the field.

Sydney, Australia

In my role as the Technical Operations Manager I am responsible for; - Capacity and Uptime management- Platform maintenance and improvement management- Major incident management- Advise on new product development - Contribute to; and develop company strategy - Lead technical advisor for new projects - Support and guide systems administrators in their duties - Support company in the execution of its day to day operations

Sydney, Australia

In my role as the Operations Director I am responsible for;- Development and execution of company strategy - Lead the IT Operations side of the business - Work on major projects for the business - Sat on the board as a listed director - Provide support to all aspects of the business

Sydney

In my role as the Operations Manager I am responsible for;- Team leader for the IT operations team made up for primarily systems administrators- Manage escalation of issues to the IT operations team- Co-ordinate project work amongst the IT operations team- Manage infrastructure capacity and uptime - Incident management- Complaint management- Provide sales support- Provide billing support

Systems Administrator - Windows and VMware Based.Server 2003 - Exchange 2003 - SQL Server 2005Did some desktop support - Windows XP

Level 2 Desktop Support - Primarily face to face with some phone support and supporting 3 remote sites.Windows NT - 2000 - XPOffice XP - 2000 - 2003Disablity Applications (JAWS)