Scott Dowden Email and Phone Number

Leading the Proofpoint Premium services team delivering excellent service to Premium customers in the EMEA region.Premium services focuses on ensuring that our customers get the most out of their deployed Proofpoint products, are following best practices, up to date on the latest trends in the threat landscape, are aware of what the most common threats in their environment are, who the most vulnerable and attacked users are and how to address these

Leading a multi-functional team of 16 individuals comprised of Technical account managers , Service delivery engineers and client managers. Managing 140 key Symantec customers with annual revenue of circa $7 million USD.Responsible for technical services delivery(Premier) to key Symantec customers in UK,Ireland, Nordics and Emerging regions. EMEA responsibility for Symantec's Trust Services and Identity & Authentication services business. Key Deliverables Include:90% Customer retention.15% YOY Business growth - Stretch 25%Build and Maintain technical proficiency in the team.Ensure continued high value/high quality service delivery.

A passionate and enthusiastic leader with a keen focus on developing teams and individuals to realize their full potential. Current responsibilities include day to day team management of 10 individuals who are charged with responsibility for 80 Symantec enterprise accounts. Represents Business critical in cross-functional project teams, Including but not limited to delivery strategy, process and relationship improvement.

Senior Principal Business Critical Engineer in the Business Critical Services Team, responsible for providing the highest level of technical support and services on Symantec’s enterprise level products to its Strategic Accounts - major enterprise customers, on premium contracts.• Key deliverables focus on: delivery against robust KPIs including internal and external service level agreements; customer satisfaction ratings; and customer retention / contract renewal.• Responsible for resolving customer escalations and driving product change requests involving: engaging with client and internal teams; performing in-depth analysis of issues; identifying and researching fit-for-purpose technical solutions; and installing and testing amendments.• Provide on-site support of high availability products e.g. Enterprise Vault to customers under various Windows platforms to ensure business continuity.  • Undertake configuration assessments involving pre-site and on-site investigations to evaluate client’s implementation of products and ensure closely aligned to Symantec’s best practice requirements. Produce report for customer with implementation details and recommendations.• Accountable for delivering upgrade assistance to clients including: reviewing upgrade plans; establishing business requirements; making proposals to ensure upgrade successful; and attend site on day of upgrade and provide assistance should any issues arise.• Deliver reactive services to business critical situations as required including: investigating and troubleshooting issues; data gathering; issue definition; and performing tests as requested by internal Engineering Support Team.• Personally responsible for engaging with key customers and building relationships at senior decision maker level to drive long term contractual arrangements. Clients include BP, Credit Suisse, Barclays Group, JP Morgan Chase, RBS, BT, London Stock Exchange and IBM.

Recruited as a Backline Engineer, responsible for providing high-level technical support to customers using the VERITAS/Symantec data archiving product - Enterprise Vault and delivering fit-for-purpose solutions for utilisation in multi-user / multi-location environments.• Key deliverables focused on: delivery against robust KPIs including internal and external service level agreements; customer satisfaction ratings; and customer retention / contract renewal.• The role involved resolving escalations from Frontline and Advanced Line Engineers unable to provide effective solution or required technical assistance.• Accountable for reporting ‘bugs’ and for making recommendations and suggesting enhancements to deliver improved customer service and product performance.• Wrote technical specification documents / Transfer of Information packages for known issues and forthcoming product features for use by internal Frontline and Advanced Line Engineers.• Responsible for training, mentoring and coaching less experienced members of staff.• Personally responsible for engaging with key customers and building relationships at senior decision maker level to drive long term contractual arrangements. Clients include BP, Credit Suisse, Barclays Capital, RBS, Rabobank, Pfizer and Airbus.