Thomas Gould Email & Phone Number

Basingstoke, Gb

Part of the interconnection team, responsible for Equinix peering interests in Europe. Introducing new initiatives that lead to successful growth of the company's Internet Exchanges and closer business partnership with all hosted third-party Exchanges operating from Equinix facilities. The Equinix Interconnection team is also responsible for developing interconnection ecosystems, monitoring, reporting and growing all forms of

London, England, United Kingdom

Part of the interconnection team, responsible for Equinix peering interests in Europe. Introducing new initiatives that lead to successful growth of the company's Internet Exchanges and closer business partnership with all hosted third-party Exchanges operating from Equinix facilities. The Equinix Interconnection team is also responsible for developing interconnection ecosystems, monitoring, reporting and growing all forms of interconnection.

Slough, United Kingdom

Customer Success Manager I 06/2018 – 10/2019 – Equinix*Promoted* Customer Success Manager II 10/2019 – 05/2020 – EquinixResponsible for over 50 customers in Financial Services – including FinTech, Payment, Tier 1 Banks and Trading companies. Management of new and existing customer installations with a strong understanding of cross functional requirements. Experience at technical and customer service levels of project delivery and maintenance.Deep understanding of client structure through regular Service Reviews, building and maintaining strong relationships with key stakeholders within major accounts. Minimising customer churn and maximising retention. Voice of the customer and brand ambassador for Equinix.Providing a high level of customer satisfaction and service when handling a variety of customer requests and issues. Mediation through bridge calls during customer escalation periods and events.Cross functional working through post sales implementation, strong and established relationships with Billing, Sales Engineers, EIS (Equinix Infrastructure Support), QSS/SSA, Capacity and Sales.Customer training during onboarding process through Equinix portal, ensuring smooth transition to Equinix services.18 months experience with Equinix and their portfolio of services drawn from technical background to front end support. Clear and established understanding of Equinix procedures, systems and products.

Slough, United Kingdom

To provide 7/24/365 support to Equinix’s Datacentres.Responsible for providing technical assistance and overall support to Equinix customers, including the installation of racks housing Telco and computer equipment. Responsible for the ongoing process of monitoring, ensuring the successful operation of the installed customer equipment and networks. Working all Smart Hands through to completion with timely response and closure of all calls within the Trouble Ticketing system.Monitoring and troubleshooting. Responsible for maintaining and reacting to established monitoring and alarming systems. Escalating calls in a timely and orderly manner Support to Equinix Operations. Responsible for managing and implementing all installations as required by Equinix Operations. Terminations, testing and labeling of all cross connects in the datacentre (COAX, Cat5, Cat6 and Fibre). Exhibiting quality workmanship on all work and maintaining collocation space cleanliness. Hardware installation including shelves, power strips, rails, cable management and customer equipment. Performing remote hand services for customers. Knowledge and use of the Trouble Ticketing System. As an integral part of the Equinix operation, the system will be fully utilized to its capabilities ensuring accuracy and timely update of data at all times. Customer Communication. Pro-active communication with all customers with the ability to work effectively and resolve potentially volatile issues in a calm and controlled manner Reporting on current status via the ticketing system, preparation of a daily reports and email & telephone communication Implementation of system security/practices including password management, data security and discrete working practices where there is access to confidential information Quality. Ensure that all Operational Procedures are strictly adhered to, in accordance with the Quality Management system, escalating any issues to the Team Leader / Datacentre Manager

Farnborough

Farnborough

Farnborough, Hampshire