Simon Noori Email & Phone Number

Loughborough, Leicestershire, Gb

San Antonio, Texas, Us

Responsible for customer facing delivery team of 2000~ employees, $140 million P&L responsibility for across 17 functions, 35 distinct teams, from Frontline, L1-L5, Engineering teams. Setting strategic direction and goals.

San Antonio, Texas, Us

San Antonio, Texas, Us

San Antonio, Texas, Us

My role as the Enterprise Technical Support Director is responsible for the strategic direction and execution to enhancing the scalability and efficiency of our Technical support teams. The ultimate goal is to drive the highest levels of customer satisfaction and loyalty across our Hybrid hosting portfolio. The Rackspace Technical Support teams are the front line of Rackspace’s industry leading Fanatical Support™. Our customers trust us to host their most critical web applications and as such have a high expectation for the level of support provided. As the leader of the technical support division I need to ensure that our customer’s expectations are being exceeded. Key Accountabilities• Budgetary planning for the Technical team • Provide leadership and guidance for the Technical Support management team• Oversee a support team of Managers and individual contributors in the planning and execution of best practices, metrics measurement and Racker development• Provides regular operational reviews on KPI metrics and overall team performance to senior leadership team.• Reporting on and adherence to contractual SLA’s, creating clarity around Fanatical Support for the different service levels offered• Critical review of Rackspace product set and working practices, working closely with our Product teams to drive supportability requirements for our hosted/cloud-based products• Drives standards in service management, including continual service improvement, and implementing processes and systems that will generate higher productivity and reporting accuracy• Drive recruitment strategy with management team and recruitment team to significantly reduce the time-to-hire for technical staff• Maintain an engaging and supportive environment for front-line Rackers and managers, uniting multiple teams• Improve employee process and technical knowledge, driving readiness for change through continual training of technical teams

San Antonio, Texas, Us

I am responsible for the Leading our Enterprise Technical Support teams (Windows/Linux/Network Security) within our dedicated Hosting segments. The teams key responsibility’s is do deliver Fanatical Support to our International customers.These teams consist of 12 technical teams with over 100 technicians

San Antonio, Texas, Us

I am responsible for Leading our Linux Technical Support teams & Support Specialist teams within our Managed & Intensive Hosting segments. The team key responsibility’s is to deliver Fanatical Support to our International customers. These teams consist of 6 technical teams with over 50 technicians• Team standards and consistory across different team members • Ensure that we are responding within our SLA• Hiring and developing team members.• Feeding the rest of the support teams with technicians • Improving customer experiences and improving systems and processes.• Customers facing meeting on what we could do

San Antonio, Texas, Us

• Complete team management (staffing/holiday and recruiting, customer escalations)• Ensure we are providing high levels of customer services• Performance management/hiring • Personal development and progression planning • Improving team and team efficiency• Team goals and objectives

San Antonio, Texas, Us

• Receiving all inbound calls and support calls • Responding to Critical Monitoring multiple systems• 1st Line resolution

Wembley, Gb

My role as 2nd/3rd line Technical Support Analyst involves • 2nd Line support calls• 3rd Support to Clients IT Support Staff• Dealing with call escalation• Answering technical queries by phone, email, or using remote access tools / visits clients• Configuring/Support of the WTS systems• Upgrades and new client installation, (Servers and workstations)• Training new teams members (1st Line staff)• Creating/ Editing Support Documentation As the Systems Administrator, I’m responsible for complete network infrastructure support and server support. • Maintaining user account information.• Network printer management• Backups, Operating system updates, Antivirus management• Installing and configuring of new hardware/software• Security, Performance and Maintenance• E-mail configuration/maintenance• Firewall and Router configuration and Credit card authorisation systems• VPN server management• IT purchasingOne of our events was support at the Edinburgh Fringe Festival. From 2004 - 2006 I was in charge of the system and support setup for the Edinburgh Fringe Festival’s ticketing systems. In 2005 they sold over 1.3 million tickets in the 6 weeks the festival was on. They had 20 remote sites with over 200 users.It was my responsibility to ensure systems setup was done on time and with minimal problems and also to make sure the system is working effectively for the whole time, with minimal down time.

Wembley, Gb

Working in a support team of 4, and 3 software developers, Looked after a number of clients. One of my main responsibilities involved the setup and supporting a 100 seat call centre, Design, build and implementation. Provided support across their ticketing software, OS, servers, networks, hardware, phone system (IVR) and AD user management.The White labelled call Centre managed ticket sales for various clients nationwide so we had to ensure the ISDN lines, campaign content, and comms were running with no downtime during core hours.