Driving exceptional customer satisfaction and operational excellence, I lead the EMEA Support organization in delivering proactive, solution-oriented support to Tier 1 telecommunications providers and key strategic customers. By fostering collaboration across cross-functional teams, I ensure the seamless resolution of complex technical issues, while continuously optimizing processes to meet evolving customer needs and industry standards. My focus on service innovation and alignment with business goals drives both operational efficiency and enhanced customer experiences.

Led the UK based Americas Support organization, overseeing technical support delivery for major telecom providers across the region. Focused on driving operational efficiency and ensuring high service standards, I spearheaded initiatives to streamline support processes, reduce resolution times, and foster continuous improvement. By building strong cross-functional relationships, I enabled the seamless integration of newly acquired business units and ensured consistent alignment with business objectives. My efforts contributed to enhanced customer satisfaction, operational scalability, and overall business growth.

Led the US Heartland Customer Support division, ensuring exceptional service delivery for regional telecommunications customers. I focused on creating a high-performance support culture, emphasizing proactive customer engagement and technical excellence. Through data-driven insights, I improved team efficiency and streamlined complex support operations, resulting in higher customer satisfaction and retention. By championing cross-team collaboration and continuous process improvement, I enabled smoother issue resolution and fostered long-term partnerships with key stakeholders, driving business growth and operational success.

As Customer Support Manager at Metaswitch, I helped to establish and led the Support Centre of Excellence in Belfast, managing a team that provided top-tier support for over 400 North American telecom customers. I focused on optimizing support processes to enhance response times, streamline ticket resolution, and ensure the consistent achievement of KPIs. Through strategic training and development initiatives, I elevated team performance and technical proficiency. My efforts significantly improved customer satisfaction and retention, fostering strong client relationships and contributing to the overall success of the customer support organization.

As a Tier 3 Software Engineer at BroadSoft, I specialized in providing advanced technical support and solutions for key strategic accounts, including global telecom providers. I worked closely with engineering teams to troubleshoot and resolve complex software issues, ensuring the stability and performance of critical voice and unified communications systems. My role included developing software enhancements, performing detailed code reviews, and collaborating on functional specifications to drive product improvements. I also played a key role in emergency response efforts, ensuring the rapid resolution of high-impact customer incidents.

As a Tier 2 Support Engineer at BroadSoft, I provided advanced technical support for the flagship BroadWorks platform, resolving complex issues for global telecom customers. I played a key role in troubleshooting, analyzing, and resolving escalated issues while collaborating with cross-functional teams to implement necessary fixes and enhancements. I also developed knowledge base articles to improve self-service resources for customers and trained junior team members to ensure a consistent level of service. My technical expertise and proactive approach contributed to maintaining high customer satisfaction and improving response times.

In this role, I delivered comprehensive technical support for a wide range of Windows PC users and office technologies. I managed Windows Server and Exchange administration, provided network and firewall support, and handled desktop troubleshooting. My focus was on resolving technical issues for end users across Ireland, ensuring smooth daily operations for commercial clients by delivering timely and efficient IT solutions.

As Technical Development Manager, I led the development of Asterisk-based PBX systems for clients across Ireland. Collaborating with vendors such as Snom and Polycom, I oversaw the engineering team and provided technical support while also managing sales engineering efforts. My leadership ensured high-quality technical solutions and customer satisfaction, while also driving innovations in hosted PBX (HPBX) systems.