Operations Consultant

• Mar 2023 - Present

Contributing to business optimization initiatives Analyzing and evaluate business functionality Providing feedback and making improvement recommendations to upper management and business owners Training management and employees on business optimization theories and practices Planning meetings, workshops and education seminars Performing cash flow management and analytics Implementing weekly standard operating procedure reviews to assess functionality and operational success Recommending and support major restructuring projects to improve business operations Show less

Head of Technical Customer Support

• Feb 2022 - Mar 2023

A year ago I joined Elliptic in a newly created role as Head of Technical Customer Support, my task was to establish a highly skilled team of Tier 2 & Tier 3 Technical Support Agents in a fast-growing and highly innovative industry of crypto compliance, at a values-led company. As Head of Technical Customer Support, I empowered and grew the global customer support team from 1 to 4 highly skilled product experts in 8 months, leading the strategic direction and operations for our customer support function. The support function has also expanded to cover all regions, so all support functions operate 24/7 with a key focus on customer committed SLAs and customer satisfaction feedback. Customer Success was a key area in this role and we delivered Customer Onboarding, Customer training, Customer renewals and Customer upsell. I developed a team that is a source of product expertise for Elliptic customers and contributes to the constant evolution of Elliptic Solutions by proactively sharing insights and feedback from customers. New to the world of Crypto I undertook self training with the technologies - Understand Cryptocurrencies, Blockchain transactions blockchain analytics using tools, knowledge, and insights needed to become an expert on Elliptic Lens, Navigator, and Discovery to screen wallets, monitor transactions, and surface entity information at scale. My team supported end users of Elliptic with various queries regarding in-depth cryptocurrency investigations relating to fraud, using Elliptic's Investigation tools. Answered queries regarding complex crypto concepts like smart contracts, NFT’s and internal transactions. Show less

Director of Global Support

• Jan 2020 - Nov 2021

Director of Global Support for StarLeaf, StarLeaf is a SaaS video conferencing and collaboration software company that provides cloud-based messaging, meeting, and calling for business users globally.StarLeaf Global Support Programme provides comprehensive peace of mind to all end users through 24/7 self-service support for deployments of all sizes. Dedicated support was available through StarLeaf Gold and Platinum levels for organisations that required priority handling and instant resolution.I was involved in various areas of the business and attend Exec Meetings, Board meetings, and Release meetings – discussing strategy, new products, marketing strategy R&D feature releases, and fixes on products with a keen focus on ensuring the company's vision is realised through delivery of service to the customer. Collaborating with Customer Success, Product Management and R&D teams to manage, implement and report and deliver against business goals and targets. Proactively involved with Customer Success working with High touch and low-touch customers reducing churn and growing recurring revenue.Over the 6 years with StarLeaf, I have been in Senior Management scaling and leading the Customer Support team, in regions including the UK, US, CALA, ASIA, and Australia. It was within my remit to scale the team as StarLeaf expanded exponentially and I grew the team from 2 support engineers to 26 engineers spanning multiple support levels namely, 1st Line Technical, 2nd Line Technical Specialists and 3rd Line Technical Expert Engineers. I have also implemented a customer-focused self-service knowledgebase and an AI-based chatbot. Show less

Head Of Support Operations

• Jan 2017 - Jan 2020

Leading Customer Support function globallyBuilding and scaling high performing global teams in a high growth business Strategic thinking, with disciplined execution and focus on operational optimisationExecutive-level communication both internal and externalWorking with customer success, Product development and R&D TeamsA track record of hiring, developing and mentoring great talent, and building and motivating high achieving teams

Head of Technical Services

• Jan 2015 - Oct 2016

Motivate, mentor, coach and develop the skills and competencies of expanding teams, ensuring effective accreditation and skill sets across the technical services team of 11 UK and US based I am the senior point of customer escalation for all major technical service issues. My team is responsible to resolve all tier 3 category faults within SLA.Lead the design of technical aspects of the service provided to our internal clients. Also ensure that all the design and delivery work is in line with the technical and business architecture policy.Manage the 24x7x 365 Technical services teams. Adhering the global SLA’s to provide 3rd line technical resources to our global customers.Devise and build technical road map for the Managed service to provide scalable global technical service architecture.Develop, educate and communicate the strategy to our teams and other areas of the business ensuring that the strategy is understood and adhered toEnsure technical team is cost effective and the work load is balanced across the teams delivering a global 24x7x365 service.Develop and maintain customer and key stakeholders relationships (internal/ external to DD) to add value and drive up client experience, retention and profitable growth.Contribute to the development and execution of the overall Client Services strategy as part of the management teamMaximise intra and inter departmental efficiencies by influencing/designing, implementing and managing people, processes, systems, tools and methodologies to support Dimension Data’s culture, values and service propositionsProduce and communicate management/ business information to enable visibility and decision making to maximize the current and future health of the businessInput into the development and implementation of the Service portfolio (new and existing Services)Ownership and drive execute of Release Management cycles, and Lab functions including all field trials and software development of all VNOC technical tool sets Show less

Technical Services Manager

• Apr 2014 - Jan 2015

A new dawn...a new day...a new adventure!!! ITaaS strategy

Technical Manager

• Dec 2010 - Apr 2014

• Creation, development and implementation of Low Level Designs, Vendor Recommendations, Best practices, Technical prerequisites and Remote Access.• Management of the videoconferencing estate creating the Dimension Data Advance Management Platform which included the following services:• Remote Access Device implementation of remote access into the {Client} videoconferencing environment• Availability Management Tool monitoring requirements of the {Client} videoconferencing infrastructure and endpoints• Resource Management Tool video meetings scheduling • Reporting - Carbon Miles• Projects included design for clients such as Dimension Data Regions and Global Customers Show less

Network Manager

• Oct 2008 - Oct 2010

Selected Achievements Co-ordinated managed and financially tracked the migrations of 250 plus customers from a complete public IP network to a full private MPLS network within 16 months. Working with video network architects to build and deploy an award winning video only managed network across the UK and Europe, Developed and documented process and procedure to ensure the Video Network Operations Centre within mvision managed customer expectations and met assigned SLA's. Implemented network change control, structured 1st, 2nd and 3rd line support models to ensure resourcing requirements could be tracked and managed, this has enabled mvision to gain Tandberg ASP and MSP accreditations. Increased annual installation and maintenance revenue by reviewing and improving customer services and project management skills to become one of the largest Tandberg inbound global deployment partners in the UK, supporting customers on behalf of other Tandberg partners, which now generates 140K maintenance revenue per year. Successfully project managed large global Tandberg video conferencing infrastructure installations. Managing Tandberg T3 & T1 Telepresence installations including room builds on behalf of Tandberg Professional services. Including procurement, delivery, project documentation and budget control. Implemented and developed mvision fully managed video service, creating procedure and training Video Operators to run the Concierge services for Global customers which has grown to over 500 endpoints in the last 3 years. Growing the VNOC team from 2 members of staff up to the current level of 12 staff over the last 3 years including recruitment, performance and development appraisals and introducing Key Performance indicator and targets to the VNOC team Show less

3rd Line Video Conferencing Engineer

• Oct 2006 - Apr 2008

• Proactively manage and administer Hosted Video network and client on premise equipment for the specialization device that are allocated to your role.• Participate where required in the VNOC Change review board on a monthly basis.• Develop and maintain continual improvement plans for all VNOC processes and products.• Provides technical input when required, to Tier 1 and 2 Helpdesk Teams.• Provides input when required, owns deliverables into project and transitions planning for MSVC clients.• Assist as a Project Resource for internal Network Operations projects and roll outs.• Assist in the Technical Transition of new MSVC clients, providing and documenting best practice recommendations.• Assisting in release management Managing carrier escalations from Helpdesk Teams ensuring incidents are dealt with within expected time frames.• Management of the VNOC lab environment, including specialism as assigned by Operations Director Show less

Video Conferencing Engineer

• Oct 2004 - Oct 2006

Account Manager

• Jan 1996 - Apr 2004

Sales Account Manager

• 1996 - 2004