Experience

Legatics

• United Kingdom
• Legal Services
• 1 - 100 Employee

• Senior Customer Success Manager

  • Jul 2023 - Present



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Team Lead, Legal Platform Support - Europe

  • Oct 2021 - Jul 2023

  Day to day management of European operations consisting of a team of Analysts and Senior Analysts responsible for providing support for HighQ/ Thomson Reuters clients across the portfolio of SaaS Legal Tech software products. Responsible for overseeing client escalations to ensure that a high level of support is provided to meet demands for complex / critical situations. Customer Relationship Management with key clients to maintain / enhance relationships and to understand individual use cases. Involved with strategic decision making to drive forward the team including process reviews, team growth / recruitment and product deployment. Show less



Thomson Reuters HighQ

• United Kingdom
• Technology, Information and Internet
• 1 - 100 Employee

• Senior Technical Support Engineer

  • Jul 2019 - Oct 2021

  Joined HighQ as a Senior Technical Engineer with responsibility for providing an escalated level of application and technical support for clients across the entire HighQ SaaS product range including Collaborate, Publisher & Contract Express. Skilled at complex problem solving such as Workflow, iSheets and AI integration. Key involvement across different teams from a technical perspective to ensure that high priority issues are brought to key stakeholders’ attention and worked on in a timely manner. A point of escalation for Support Analysts for day-to-day issues. Show less



Bird & Bird

• United Kingdom
• Law Practice
• 700 & Above Employee

• Software Analyst (Applications)

  • Feb 2015 - Jul 2019

  Managing / supporting the firms key software applications such as Carpe Diem Time Recording, BigHand Digital Dictation & NETConsent Security Compliance software. Also providing support for iManage DMS.

• Support Analyst

  • Jun 2012 - Feb 2015

  Support in house users with technical issues ranging across different hardware and software types. Predominately supporting lawyers, from trainees to senior partners.



Gardiner & Theobald LLP

• United Kingdom
• Construction
• 700 & Above Employee

• IT Analyst

  • Jul 2008 - May 2012

  Providing support to in-house quantity surveyors. Technical support ranging from hardware to bespoke software. Telephone, email and ticketing systems utilised.

• IT Helpdesk First Line Support

  • Aug 2007 - Jul 2008

  Provide first line technical support to in-house quantity surveyors. Troubleshooting hardware and software queries.