Richard Wilson Email & Phone Number

United Kingdom

Farnborough, England, United Kingdom

Senior Marketing Insight & Performance Manager looking at all areas of reporting, insights and performance and establishing an automated self service reporting capability. Standardisations and definition of all metrics & KPIs to ensure common understanding

Working alongside the GEM Team to ensure all tooling meets current and future needs and aligns to the Strategy and innovative methods used to ensure Events are delivered to high standards.I am working on Strategic Projects and Initiatives across the GEM Portfolio aligned with the Events FrameworkOnboarding platforms in the Philips Integrated Landscape.

St. Ives, England, United Kingdom

• To ensure that core services are monitored, managed, performant, secure and available. Using KPI’s and Reporting Systems and working with IT counterparts, in particular Service Delivery, to drive the performance of IT.
• Security
• Asset Management
• Software Inventory Management and Optimisation
• Certificate Management
• Development and Compliance with Standards

Netherlands

Working with the Global Experience Marketing Team focusing on the localisation of the GEM Tool Stack for use across AsiaWhere localisation is not possible, looking for alternatives that suit local language and regulatory requirementsI am also working on some smaller projects across different areas of the GEM space

Huntingdon & London

Oversee a team of Technical Support Engineers, Service Desk Analysts and Customer Service personnel ensuring support is consistently delivered to defined KPI’s & SLA’s in a Multi-Channel environment Provide relationship and account management as a point of escalation for EACS customersHandle customer complaints and escalations through to resolutionPoint of.

Oversee a team of Analysts & Engineers, ensuring support is consistently deliveredEstablished KPI’s & SLA’s to support businessCreated a roadmap to modernise the support function and support growthProvide relationship and account management as a point of escalation for EACS customersHandle customer complaints and escalations through to resolutionPoint of.

Abingdon, Oxford

Overseeing teams of Technical Support Personnel across multiple sites on and offshore, ensuring support is consistently delivered to defined KPI’s & SLA’sProvide relationship and account management as a point of escalation for high profile Sophos customersHandle customer complaints and escalations through to resolutionPoint of contact in Support for Sales.

Xerox Europe

I have been part of a small team leading the modernisation of Xerox Technical Services arena. I have been working closely with teams from around the world developing new strategies to modernise what we do, improve our customers experience and make us more efficient using technology, improved processes and training. It has been very satisfying creating new.

Welwyn Garden City

I lead the European support centres for Xerox flagship products and solutions and during my tenure increased performance of the support teams, improved the customer experience, saved cost by rationalising areas and established a strong team commitment and morale.Role AttributesHead of European & Developing Markets Production Product Support Group & UK.

Welwyn Garden City

I was a true “Techie” in this role, but I have always been focused on the customer and the company, so my actions and personality found me travelling the world to see customers in their environment to fix or own the resolution of any issues they had, many times my actions saved Xerox hundreds of thousands of dollars.Role AttributesSpecialised Support.

I was part of a small team of highly trained technical people. I worked with nearly all types of environment from Windows XP to Solaris and all network environments. I had to replicate and solve all customer problems; these would range from colour matching issues, application issues to operating system or print driver problems. I was also required to visit.

Bedfordshire

As the IT Manager for this outbound 100 seat call center I had full responsibilities for all I.T. duties including Training of Staff on incumbent technologies, establishing security policies, Networking and Telephony maintenance.I also helped in the the creation of sales campaigns based on integrated telephony and screen based content.

Master Of Business Administration (Mba), Business Administration And Management, General

MBA

Bachelor Of Science (Bs), Computer Science, 2:1

Computer Science Honors Degree, comprised of programming, networking, databases and business modules.