Simon Conway Email & Phone Number

United Kingdom

Bellevue, Wa, Us

• Identify & Nurture talent within the industry and support developing careers as part of a successful global organisation• Secure Quarter on Quarter 90%+ Gross Retention Rate for SaaS solutions within the Apptio Toolkit• Grow the business via delivery of solutions and services to support Customer Success and achieved 10x value• Provide clients with an awesome onboarding experience during the delivery phase coupling live step by step guidance and digital content, aimed at achieving continued success as clients move into Business As Usual and see year on year value

Bellevue, Wa, Us

Enabling Customer Success and progression into the Cloud Journey with a Global Client base, through the combination of driving an organisation wide adoption of award winning software Cloudability and the adoption of the FinOps Methodology. I manage a range of clients from Startup to Fortune 500 Enterprise who continue to make fantastic progress with their public cloud strategies.I deliver the roles of Trusted Advisor, Data Scientist, Trainer, Product Consultant, Troubleshooter and Cloud Finance Optimizer

Bielefeld, De

• Compiling and delivering periodical Customer Service review session content, reporting on support desk usage as well as resource utilisation and growth for hosted customers, fulfilling the role of TAM & SDM. Ensuring the hosted estate would expand in parallel in line withCustomer requirements and projected growth.• Acting as a point of escalation for Data Centre partner for hosted customers out of multiple sites.• Having devised and implemented a revised Change Control process for all hosted customers across the global business, chair CAB & ECAB meetings to ensure 100% adherence and compliance and governance.• Deliver periodical reporting and analysis of Service Desk KPIs geared towards CSI principles and successfully deploying the derived recommendations.

Bielefeld, De

Owning the day to day management of the 24/5 Sapphire Technical Team, responsible for supporting Infor SunSystems and SAP Business ERP software both on on-premise and cloud based customers, with team members based in numerous locations in the UK, US and Mumbai.• Managing the assignment , prioritization of technical support calls.• Managing and agreeing courses of action with team members for high priority/system downs. • Identifying and tracking training programmes for technical team staff.• Contacting and escalating serious issues/bugs with software partners.• Managing the scheduling of the 24/5 technical support cover across all members of the on-site support team and liaising with the technical consultancy team when appropriate.• Ensure the team provide timely assistance for the Sapphire Account Managers, Projects and Project Managers around queries of work, modules and no of days required to complete a job. • Take ownership, troubleshoot and resolve technical support cases raised by the 500+ ERP customers.• Continue to drive an innovative approach towards Customer Support, periodically reviewing existing processes and contributing suggestions around new approaches / amendments.• Take advantage of the latest technology to ensure the department continues to evolve.

Birmingham, Gb

• Having conceived the idea of the award winning Double Check managed service, strive to identify sales opportunities amongst the customer base and deliver the service.• Appointed team leader of the cross divisional virtual technical team.• Devised and implemented a new initiative around initial incident response. The “First Look” approach, winner of company “Brainwave” reward scheme for innovative ideas."It's (First Look) a good idea, especially for new customers" - Vin Murria• Winner of the Team Player of the Month award May 2014.• Retaining overall responsibility for the technical support. • Continue to manage the OpenAccounts FMS technical team and provide on the job training for additional team members.• Assigned the role of relationship liaison with hosting / SaaS teams (internal and external) and V1 Document Management Software.

Birmingham, Gb

• Retained overall responsibility of technical support provision for all OpenAccounts FMS customers.• Provided on the job training to an additional members of the technical support team.• Manage the day to day workload of the technical team, including incoming incidents and the ownership of the Support+ service.• Attend customer site to present face to face overviews to key finance users and IT staff of the Support+ managed service. Configuring the service to each customer's specific requirements.• Created a repository of “How to” documents and corresponding video clips aimed at reducing overall solution time for customer service incidents.• Continued to liaise and periodically attend site for Support+ customer to maintain relationships. Identify potential new customers and deliver the service for existing.

• Sole member of the technical support team, providing 2nd and 3rd line technical support for over 500 Commercial customers of the OpenAccounts FMS and complimentary products and V1 document management software. All issues of a technical nature ranging from application to database and from server to hardware would fall under my responsibility.• Co-conceived and co-delivered the managed service, Support+. Providing the customer with a 24/7 monitoring and alert service and assuming overall technical responsibility of the customer’s system.• Completing monthly health checks and providing accompanying reports for the Support+ customers.

• Deliver periodical database and system health checks as part of a Managed Service for the eFinancials FMS system. An Oracle based system, I’d run health checks and produce reports detailing amendments made and recommendations. Also maintaining internal production and UAT systems• Install the eFinancials and additional bolt on products on customer site. With the system running on Oracle v7, v8 and v9 on both Windows and UNIX systems, I gained knowledge and expertise to add to that which I’d already attained in my role as Oracle DBA. Offering consistent support to the customer for the duration of the project.

• Provide 2nd and 3rd line technical support for the FMS system for 70+ local government customers. Including some UNIX and PRO-ISAM, C-ISAM and Oracle database support, the preferred type of deployment for the FMS product.• Install the FMS system on customer site and integrate this with customers other existing systems. Also providing technical expertise to project manager, trainer and customer.• Maintain and develop the company intranet, publishing the latest information in one central repository.

• Install the FMS system on customer site and integrate this with customers other existing systems. Also providing technical expertise to project manager, trainer and customer.• Within this role I would be required to meet customer to translate their requirements into specifications which the developers and the customer could follow.

Rsa Level 2 & 3 In Information Technology, Databases, Desktop Publishing, Spreadsheets And Word Processing

Education record