Experience

CEM Systems

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• AC2000 Product Support Manager

  • 2003 - Present

  Management of Staff – including recruitment, yearly performance reviews, setting goals, mentoring and developing Support Engineers, Trainers and Technical Authors. Planning the schedule of work and allocating tasks.Management of the CEM Support team, responsible for: o Managing a Global (EMEA, APAC & US) L2 & L3 Support Team for the bespoke CEM Product “AC2000”, a critical security system required to work 24/7 365 days per year. Providing support for CEM field devices, Linux servers and Windows workstations according to customer SLAs. o Key Account Management - maintaining regular contact with customers (visiting in person when possible) to ensure good relations, to check that their expectations are being met and to ensure that as a company we are listening to the needs of our customers. o Delivering information to the Senior Management team on Help Desk performance statistics, customer feed-back and complaints.o Managing major customer issues (Critsits), working with internal Engineering teams to diagnose and to provide solutions or workarounds to the issues always ensuring that the customer is kept informed about the current status. o Representing the customer within the organisation by providing important customer feed-back on the use-ability of the system or new feature requests/system improvements to the Product Management and Engineering teams. o Responsible for the Project Management and delivery of System upgrades both remote and on-site. Some of these upgrades may take up to 12 months planning with a revenue value of £1-2M. They involve working with and advising the Project teams (Project Managers, IT Team etc.) on Network design, Server specifications, Virtual machine infrastructure requirements, Change Control management and how to upgrade a critical system with minimal down-time and customer impact. o Responsible for defining, constantly reviewing and improving our internal working procedures

• Senior System Engineer

  • 1996 - 2003

  Responsible for: ● Providing second and third line support to customers ● Logging and resolving support queries via telephone call or email● Installation of OS and AC2000 application on servers and workstations plus customer specific configurations ● Attending the customer site to resolve system issues ● Testing Software and Firmware before rolling out to site. ● Planning and writing Method Statements for planned system Upgrades and attending site to deliver system upgrades and end-user training

• Production/ Installation Engineer

  • 1993 - 1996



Marquette Electronics

• United States
• Telecommunications
• 1 - 100 Employee

• Electronic Test engineer

  • 1991 - 1993