About
An intelligent, innovative, motivated and ambitious self-starter, who specialises in delivering technology solutions to drive forward business change. Proficient in adopting emerging technologies and the design and implementation of new systems aligning to the needs of the customer. Having the technical skills and influence to inform customers in adopting new capabilities in a public-sector organisation. A dedication to technical advancement and thriving on new challenges. Able to identify opportunities to influence strategy and business outcomes. Personable, confident, positive and passionate about changing the world through technology and improving customers experience.
Personal Profile
Excited by the constant evolution of technology and the practical application, with a keenness to change the current status quo. Successful in building and using a strong professional support network. Strong interpersonal skills, capable in both written and verbal communication, confidence and a high level of professionalism; allow for the creative communication of complex technical information clearly and concisely to diverse audiences. Confident in building and working within virtual teams, collaborating with customers and subject matter experts.
A passion to learn, improve, and continue to qualify both personally and technically. Specific areas of interest include; the research and use of cognitive services in modern culture and the development of artificial intelligence. Developing a technically broad knowledge of the Microsoft services and platform allowing for the simplification of problems and building of customer solutions. Actively utilising Microsoft resources, Office 365 and Azure to understand the theory and practice of the emerging Microsoft technologies. Maintaining in-depth knowledge of both current and emerging technologies, and strategies of market leader.
Resume
Current Role
Customer Success Account Manager
Microsoft
Feb 2022 - Present
As a Customer Success Account Manager (CSAM) in the education sector, my role is crucial in ensuring that our clients in educational institutions are fully supported and satisfied with our services. My expertise in the unique challenges and needs of the education sector enables me to effectively support these institutions in achieving their educational goals. As their primary point of contact, I work in close collaboration with various teams to address their needs, providing guidance and resources that help them leverage our products and services for success. Building and maintaining strong relationships with our customers is a cornerstone of my approach, driven by a deep commitment to understanding their specific needs and driving their success. My responsibilities include:
- Customer Relationship Management: Developing engagement models with key customer stakeholders and technical professionals to deliver quality solutions and maintain solution health.
- Technical Relevance: Aligning Microsoft solutions and technical capabilities to customer needs and priorities, leveraging my technical aptitude and industry awareness.
- Customer Success Leadership: Initiating conversations with customers to connect their objectives with Microsoft's portfolio, supporting account team planning, and promoting business and technical needs for change.
- Operational Excellence: Delivering on program planning and customer-facing program reviews, prioritizing engagements, and engaging with key stakeholders to address customer outcomes and account priorities.
- Driving Customer Success: Identifying and addressing blockers to consumption, tracking product adoption and usage, and developing strategies to drive usage and retention.
These skills are underpinned by a foundation of qualifications and capabilities that include experience in customer success or related areas, and certifications in Microsoft or competitor technologies. My approach is informed by a commitment to embodying our company's culture and values, ensuring that every interaction with our clients is reflective of the high standards we uphold at Microsoft.
Previous Experience
Infrastructure Analyst
Dorset Council
Jan 2020 - Feb 2022
- Technical lead for end-user computing, identity, and access management for the council.
- Worked to complete the merger of six local government authorities into one council. Including merging all backend systems, Microsoft 365 tenants, device management.
- Initiated workstream to move to modern management of identity and devices, including the move the Intune, Windows 11, and cloud-deployed applications.
- Improved the adoption of M365 stack across customers and technical colleagues. This included enhancing the use of Power Platform, OneDrive, and Teams during the COVID 19 pandemic.
- Responsible for managing the M365 and Windows licensing for Dorset Council, including the consolidation of previous authorities licensing into one consistent set of licences for customers.
Previous Experience cont.
Infrastructure Officer
Dorset County Council until April 2019 when Dorset Coucil was formed
Oct 2012 - Dec 2019
- Technical lead for design and transition to Dorset County Council's (DCC) new ICT service management and monitoring solution involving;
- Microsoft System Center Operations Manager, Orchestrator and Service Manager.
- Facilitated technical engagements with Microsoft partners to fast track the implementation of the solution.
- Aided DCC's adoption of Azure services by using infrastructure and platform as a service to deliver the solution.
- Lead discussions between subject matter experts, Microsoft, Microsoft partners and customers to create required solutions and ensure requirements are met.
- Researched and developed; high level infrastructure and client device reporting using Power BI; aligning to the reporting strategy.
- Technical lead for the design and implementation of self-service password reset using Microsoft Identity Manager 2016; followed by driving the adoption of the tool.
- Contributed to the development of DCC’s ICT strategy.
- Provided technical direction for the virtualisation of applications using Microsoft App-V 5 and SCCM 2012; rationalising 2,400 applications down to 700.
- Supported the design and implementation of DCC’s 5,000 device upgrade from Windows XP to a Windows 8.1 and Windows 10 estate comprising of VDI, RDS and mobile devices.
- Corporate device image creation for Windows 8.1 including; thin terminals, VDI, desktop and mobile devices.
- Supported a wide range of devices from Dell desktops to Microsoft Surface Pros.
- Implemented Microsoft Bitlocker Administration and Management for BitLocker device encryption.
- Technical lead for the design and implementation of System Center Configuration Manager.
- Implemented and supporting Lync 2013 VoIP telephony solution for DCC.
- Maintained the Cisco portion of DCC’s network estate.
Service Desk Officer
Dorset County Council
Oct 2011 - Sept 2012
Provided first line incident resolution and support to customers, initially in a voluntary unpaid capacity for three months, while also working in the evening, until a position became available. Flexibility, initiative, communication and problem-solving skills quickly recognised, resulting in an offer of permanent employment and swift progression.