Tom Bennett Email & Phone Number

London, England, United Kingdom

Acting as the Technical Lead and voice of the customer by escalating all P1/P2 support cases, meeting KPIs.Evaluating case reviews with action items and next steps, contributing to business requirements and goals.Regularly carrying out root-cause and failure analysis whilst handling internal coordination of resources.Providing quality support by conducting analysis with recommendations/best practices, exceeding targets.Keeping up to date with the standardisation of software releases whilst producing business reviews.Organising and tracking product/feature adoption as well as attending virtual/onsite customer visits.Executing other tasks including enhancing the tracking of KPIs and reducing risk levels.

United Kingdom

The Cohesity Technical Account Manager (TAM) Support Service helps ensure enterprisecustomers get the highest possible value from their Cohesity investment. Cohesity TAMscombine deep industry and product knowledge with best-practice insights from globaldeployments to ensure the immediate and long-term success of the Cohesity multi cloud datamanagement platform.Primary Duties and Responsibilities Case Management• Escalation management of all P1 and P2 support cases• Frequent case reviews with action items and next steps• Root-cause analysis and failure analysis• Internal coordination of resources requiredPreemptive Care • Case trend analysis with recommendations/best practices• Review and standardisation of software releasesAccount Management• Quarterly business reviews• Planning and tracking of product/feature adoption• Onsite and virtual customer visits• Feature enhancement trackingProactive Information Sharing• Proactive risk notification and mitigation• Roadmap discussions• Access to subject matter experts (SMEs) for key discussions/planning

London, England, United Kingdom

Supervised all communications regarding escalated situations from technical to C-level, attaining goals.Recognised as the voice of the customer by driving technical and managerial conversations.Delivered feedback on lessons learned, documented deliverables and ensured exit criteria were met.Boosted company’s brand awareness and visibility; adhered to all guidelines and regulations at all times.

Reading, United Kingdom

The Critical Situation Manager responds to requests from internal stakeholders for assistance with highly escalated customer situations. Their primary workload comes from the Escalation Management Team, and consists of engagement in cases that are political, sensitive, or a significant business impacting scope. The CSM intervenes and coordinates an effective Veritas response, gathering information, enlisting the assistance of the appropriate parties, and coordinating resolution of customer issues. The CSM assists Veritas by gathering data regarding customer issues and delivers that data back to the organisation for continuous improvement. • Duties and Responsibilities+ Respond to internal and external customers regarding escalated situations+ Coordinate a Veritas response and assist with customer delivery+ Collect and deliver customer feedback to accountable organizations+ Give feedback to various teams inside the company for improvement+ Assist in writing and telling user stories+ Document cases in detail in accordance with our best practices+ Protect the Veritas brand by restoring customer confidence+ Assist with retention efforts as requested+ Implement proactive outreach programs+ Develop and maintain reporting and dashboards+ Assist the Escalations Managers with overflow or in BCDR situations+ Other duties as assigned

London, United Kingdom

Managed workload and directed daily operations of the global support centre, using technical skills.Became the primary escalation point for critical situations whilst communicating with other business units.Promoted a positive work culture environment based on excellent team leadership and collaboration.Resolved problems quickly, utilized only the necessary resources and ensured high customer satisfaction.

Slough, United Kingdom

Complete global overview of customer support issues as they occur and using technical skills and knowledge of available resources and skills, deploy individual resources, if necessary assemble appropriately skilled teams and often directly engage customers to work towards timely resolution and escalation management of the most critical and politically sensitive issues.

Slough

Provide technical support and customer service in a fast paced, worldwide 24x7 support center.• RAID Storage (Hitachi, EMC, IBM) • SAN Switches (Brocade, Mcdata, Cisco, Qlogic, Ancor, Nishan, InRange) • Open systems (Windows, Solaris, AIX, Linux, VMware, Novell, Tru64, OpenVMS, HP-UX) • Mainframe (ZOS, MVS, Escon, Ficon) • Host Bus Adapters (Emulex, Qlogic, JNI) • Network Attached Storage • Networking Concepts (TCP/IP, VLAN, FTP) • Other operating system software (Veritas, MSCS, Oracle, Exchange, etc.)

Swansea

Manjaro was founded in June 2012 with the vision to create positive change in society by:1. supporting individuals interested in climbing to the summit of Mount Kilimanjaro in Tanzania2. increasing local community spirit and togetherness by providing a common goal for individuals to accomplish both nationally and internationally3. giving back to the community through donating proceeds to St. David’s Medical Foundation and the Kilimanjaro Orphanage Centre website: http://www.manjaro.co.uk

Family business. Taking in and checkingdeliveries, making sales on the premises, internet sales and sales over thetelephone, instrument repairs including some soldering and basic electronics

- 2004 * present. Work placements and freelance work (2 months a year). I was set tasks such as creating networks over different operating systems, running cables, troubleshooting and running scripts.

2Nd Class Degree With Honours, Computer Science

Activities and Societies: Swansea University Computer Society, Ski Society, Athletics Union.The modular course has consisted of individual.

Bsc, Computer Science

Graduated with a second class degree with honours

A Levels, Ict, Biology, Physics And Music

Modules selected consisted of ICT

Biology; Physics And Music

Modules selected consisted of ICT

Education record

The modular course has consisted of individual and team coursework and programming projects supported by lecturers which include:-