Stuart Williams Email & Phone Number

Bracknell, England, United Kingdom

Bracknell, England, United Kingdom

Bracknell, England, United Kingdom

United Kingdom

Bracknell

• In addition to the support director role (below) I have director responsibility for quality and interlock for the whole support organisation
• Directing the interlock between support and our partners to ensure the quality of product and customer experience (SaaS, R&D, Sales and Campaign Managers)
• Using Product Lifecycle Management (release control, enablement, planning and EOL) to drive quality and product insight to generate support strategic plans per product (staffing, enablement and resource management).
• Owning the creation and implementation of a strategic plan for the HP software online presence (forums, YouTube, blogging and online technical support).in the last 6 months we saw a 70% increase in forum activity and a.
• Driving our online and internal Knowledge availability - to drive faster case resolution via enablement and increased customer self-solve abilities via online contentin the last 6 months we saw a 15% increase in.
• Proactive escalation – develop methods to learn from existing and past escalation to plug any gaps that caused past escalations and take proactively measures with potential customers before they escalate

Bracknell - UK

• Responsible for leading the Big Data Global Technical Support Delivery Organization in HP Software Support. My team of Technical support engineers deliver technical break fix support across our entire Big Data line of.
• Directs customer support delivery of technical support across the Big Data product portfolio to thousands of HP customers worldwide.
• Directs 300+ HP plus Partner based globally diverse, multilingual employees worldwide while managing a budget.
• Directs measurable customer satisfaction (CSI) and loyalty (NPS) efforts to ensure overall customer needs are met or exceeded.
• Partners with internal HP business units to ensure total customer satisfaction.
• Driving the KPI's whilst meeting the budget constraints

Bracknell

• I gained experience of working at an executive level within support and in my interlock role with R&D
• Managed a global team of Support product managers
• Responsibility to ensure that the support organisation was represented within R&D and that product quality and supportability are on the agenda.
• I designed and implemented the joint R&D and support Metrics. This was implemented across the whole organisation and was the first time that support and R&D have had shared metrics and goals.
• I attended monthly GM level QBR’s to represent support

Bracknell

• I managed several different support delivery teams within HP at both a first line and 2nd line manager
• The teams covered all areas of support L1, L2, L3 and incubation
• During this period I developed a new delivery model for an incubation product – this model had so much success that it was adopted for the whole of the Software support organisation

Bracknell

I joined HP as an L2 support engineer within 12 months I made the move to WTEC/L3 support team. The WTEC team gave me great experience of escalation & customer management and taught me the importance of keeping calm and analytical at all times. Within the WTEC team I was heavily involved in proactive work and particularly knowledge transfer. I generated.

Newbury

Isle Of Man, United Kingdom

Cardiff, United Kingdom

Monmouth

Certified Support Manager

Accelerated Development Program For Directors, Business

Education record

Education record

Btec Ond Computer Studies