May 2023 – Jul 2023 · 2 mos · Amsterdam, North Holland, Netherlands

• Following my passion for electronic music I did courses in music production and DJ'ing and have learned how to work with Ableton and created my first song idea.

Mar 2023 – Jan 2024 · 10 mos

• Travel in Japan, Belarus, Turkey & Malta to experience different cultures and outlooks, followed by time to further develop a long-standing interest in music production. Fully refreshed and keen to continue my mainstream career.

Aug 2017 – Feb 2023 · 5 yrs 6 mos · The Randstad, Netherlands · On-site

• Reporting to the Global Head of Enterprise based in the US, was engaged to lead, manage and grow a new 5-strong Senior Technical Support team for initially 100 Enterprise customers of Atlassian’s Confluence and DevTool solutions pan-EMEA, with some additional US & APAC clients who required follow-the-sun support. Collaborated with multiple internal and external stakeholders to ensure the highest QoS and alignment with corporate objectives.
• Managed the support team for Confluence and Crowd as Global Product Lead
• Managed the support for the DevTools portfolio including Bamboo, Bitbucket, Fisheye and Crucible
• Grew support revenue by 250% via account base growth of 100 to >250
• Global Product Lead for Confluence and Crowd matrix managed 4 managers and 35 Support Engineers globally
• Successfully lead the team to implement GDPR compliance in 4 weeks in collaboration with Engineering
• Worked with Engineering to automate processes resulting in an 8% increase in productivity
• Consistently over-achieved KPIs / SLA metrics
• o NPS (Net Promoter Score) – grew this from 81 to 92
• o LRT (Long Running Tickets) – decreased from 21% to 6%
• Grew post- support query Survey response rate from 3% to 10%
• Managed the new Bengaluru team to grew their NPS from 70 on opening to 88 within 6 months
• After >5 successful years in the role and working throughout the pandemic, chose to leave to pursue a long-held desire to travel and experience different cultures and invest some time in my passion for music production

Apr 2017 – Jul 2018 · 1 yr 3 mos · Cork

• Promoted to manage a team of Engineers directly and matrix manage a further 65 engineers (Cairo, Bengaluru & Cork) for the Isilon (Network Attached Storage) product line. Key achievements included:
• Improved SLOs (Service Level Obligations) in EMEA achieving best results globally
• Increased the teams Customer Satisfaction rating (CSAT) through effective use of follow up Surveys
• Introduced coaching programme to improve performance and created Subject Matter Expert category
• Handled Escalations with urgency & ownership until resolution
• Hired and onboarded an additional 4 TSEs growing direct line managed team from 12 to 16 TSEs
• Acted EMEA lead, held bi-weekly management meetings

May 2016 – Mar 2017 · 10 mos · Cork

Aug 2014 – May 2016 · 1 yr 9 mos · Cork

• Promotion to interim role en-route to full Manager position as part of EMC career management plan. Oversaw Workflow for support teams for EMC Storage solutions Connectrix, Vplex and RecoverPoint in Cork, Cairo and Bengaluru. Provided training & support, analysed inbound volumes to streamline service metrics.
• Silver Award “Dedication to the Workflow Manager role”
• Silver Award “Backlog and GPTW”
• Ensured Service Level Agreements (SLAs) were met
• Introduced case acceptance rotation and coach role that increased productivity
• Led Great Place to Work team throughout the year and extensive engagement in reducing Backlog in EMEA

Jan 2013 – Aug 2014 · 1 yr 7 mos · Cork

• Joined new team as head #7 which rapidly grew to global team of 120. Within months promoted to Global Lead for the team in a follow-the-sun support model preparing storage hardware for upgrades for Enterprise clients. Dealt with processes, escalations, analysis of performance metrics, implemented process efficiencies to ensure SLAs met.
• Silver Award “Make RCM a loved upgrade resource for Customers”
• 3 Bronze Awards – “Top Contributor Q3 14”, “Above and Beyond” & “Exceeding Expectations”
• Created & Delivered New Hire training programme

Aug 2012 – Jan 2013 · 5 mos

• Management of short-term and long-term forecasts up to 12 months with a +/- 5% accuracy while ensuring SLAs were met in a multilingual environment
• Intraday schedule adjustments, adherence checks, and annual leave approvals
• Management of schedules during unexpected increase in call volumes
• Tracked and analysed scheduling and forecasting data
• Successful project completion with a colleague on a tight deadline that increased the adherence to the day-to-day schedule of the Call Centre

May 2012 – Aug 2012 · 3 mos

• Account Creation and Termination
• Exchange Management
• Creation of personal and shared mailboxes
• RSA Administration
• File Share Administration for Client Folders and Outlook Public Folders
• Active Directory administration
• Escalation point for Global Service Delivery Manager

Dec 2011 – May 2012 · 5 mos

• Interacting with customers via telephone and email
• Analysing, troubleshooting and solving IT inquiries
• Became the best agent with the lowest average call handling time and highest first call resolution rate (25-30 agents worldwide)
• Dealing especially with escalations and difficult costumers
• Training for new hires

Sep 2011 – Dec 2011 · 3 mos · Leipzig

• Project based - confidential tasks