Scott Phelan Email & Phone Number

Madrid Area, Spain

● Resolve issues with the highest level of complexity for Varonis customers● Work directly with R&D & QA teams to identify and resolve issues/bugs● Manage escalated cases while monitoring Engineers’ and other departments’ work ● Specialize in multiple products/areas as a subject matter expert (SME) ● Create Knowledge Base articles & training material for the global support team and customers ● Mentor junior team member in 1-to-1 Mentor program and on a daily basis

Cork

● Monitor and respond to client inquiries and support incoming Tier 2 requests for Varonis customers worldwide● Assist with product issues and configurations for various environments including Windows (Active Directory, Sharepoint, Microsoft Exchange), NetApp, DELL EMC Storage systems and SQL Databases● Engage and assist Tier 1 team with escalations● Support Varonis products on customer’s systems remotely via WebEx● Assist Sales Engineers and Partners with product issues and configuration● Assist with the installation, configuration and upgrade of Varonis products

County Dublin, Ireland

After less than 17 months at DELL, my performance led to a promotion to Dell’s specialised EqualLogic Storage Area Network Support Team● Resolve complex IT issues specific to Dell’s EqualLogic SAN product range ● Provide support for complex hardware and software issues involving Controller Failures, Lost Volumes, Snapshots, Disaster Recovery Replication & SAN Performance● Analyse detailed diagnostics via Secure Shell(SSH) to diagnose root cause of issues and provide relevant action plan to resolve these issues● Effectively collaborate with team members to provide solutions to complex issues● Configure EqualLogic Storage tools(Group Manager, SAN HQ, Auto-Snapshot Manager) to ensure customer’s environment is optimised

Dublin, Ireland

Although based in Dublin, this role deals with mission-critical application support for Hospitals, Police Services, Universities and large IT companies across EMEAI deal with following up on assignments delegated to me by Dell's international first-line support team.● Provide front-line support for an enterprise-wide support service ● Resolve complex IT issues for Enterprise Pro Support Server Customers in EMEA via Email WebEx or Phone● Identify issues, investigate root causes and recommend solutions to problems ● Resolve technical issues on multiple Operating Systems (Windows Server, Linux, ESXi)● Identify, research and input unique or recurring customer problems● Provide timely responses to customer escalations ● Perform case management functions and document relevant information to ensure that the customer is communicated with promptly about the overall progress of their issue● Drive operational excellence through quality closures and proper escalation of issues

New York

Handy is the Uber of Cleaning. This exciting and very visible startup allows consumers and businesses to manage their cleaning requirements using the benefits of digital and big data. ● Worked as part of a 2-person team managing thousands of mobile devices distributed to professionals on the platform across the US● These mobile devices were used to claim jobs, locate their jobs via the company mobile application and communicate with customers● Implemented AirWatch Mobile Device Management platform for all users● Worked closely on a daily basis with AirWatch engineers to ensure our platform was fully optimized● Nationwide rollout of these devices to 24 cities in the US ● Organised training sessions and designed training manuals ● Issuing platform-wide and specific application updates to all managed devices ● Provided sole technical support for the entire platform and all company-issued devices

New York, United States

► Competitor Analysis● Worked as part of a team in analysing all potential competitors in the London market● Handy later entered the London market with the acquisition of Mopp► Potential Marketing Channels (customers and professionals)● Analysed the potential different marketing channels that Handy could target customers and professionals and how the approach would differ from the US. Handy have now started operations in the UK, having completed a $1m acquisition of Mopp.

New York

● Analysing employment and pay rates of cleaning professionals across the US● Outlined and tested new channels for attracting cleaning professionals across the US

Ireland

►Manage Customer Databases (Excel)● Monitor and maintain a detailed list of potential clients (including their current status and receptiveness to the product)► Manage CRM System (Podio) ● Manage client list● Scheduling meetings for the Sales VP● Monitoring customer interactions● Assigning and outlining tasks for clients/potential clients► Sales Enquiries ● Dealing with initial sales enquiries and informing potential clients of the specific benefits of the product for their company● Escalating relevant enquiries to the Sales VP and informing them of the customer’s specific use case and requirements► Writing Blog Content● Published multiple blog posts regarding my personal role and experiences as an intern at a fast-paced start-up