Matthew Brown

Experience

• 

  HP

  Mar 2004 - Nov 2015

  Responsible for the quality, magnitude, and effectiveness of business relationships between HP ITOC and the customer, In concert with the HP sales & delivery teams. Serves as the ITOC's principal representative to the customer, making business decisions on behalf of ITOC. Responsible for revenue, profit, and increasing the business volume by increasing depth and breadth of HP services.* Plan and direct the delivery of contracted deliverables of the ITOC for assigned contracts* Accountable for the financial performance of the contract – in terms of Revenue / Margin and Growth potential on the portfolio of contracts, including account and billing enquiries/concerns* Accountable for customer satisfaction with respect to ITOC services* Establish yearly budgets and controls expenses to achieve financial goals* Lead business negotiations for Service Variation Orders and ensure all managed objects are appropriately invoiced* Direct delivery resources that deliver ITOC services to the customer* Develop and nurture management level relationships with the customer* Work with the BDM/SA to identify and secure any potential opportunities for upsell* Communicate with the customer during high-profile P1/P2 outages* Advocate for customer* Explore & engage teams to look at proactive work that increases performance, availability, capacity, resiliency of the managed service* Survey the customer on a periodic basis to measure and manage Customer Satisfaction* The first point of escalation for all client concerns and service delivery issues* Ensure processes are up to date and correct* Pro-actively contribute to the customer’s business improvement, planning and budgeting process* Develop processes with the customer in areas such as performance metrics and measure, escalation, change management and communication.* Maintain effective communication with and between functional areas of the account team, as well as with HP and partners to achieve service outcomes. Show less

  • IT Operations Centre - Customer Delivery Lead

    Jan 2008 - Nov 2015

  • IT Operations Centre - Network Support Specialist

    Jan 2007 - Nov 2015

  • Associate Network Consultant

    Jan 2006 - Jan 2007

  • Field Services Break/Fix Engineer

    Mar 2004 - Feb 2006
• 

  Hewlett Packard Enterprise

  Nov 2015 - now

  - Supervises the engineering technical resources (within the network and managed private cloud teams) including directing daily work activities/priorities, people recruitment and development, cost management. - Ensure operational excellence by monitoring key metrics and ensuring team goals and contractual commitments are met. Ensure team is meeting customer and internal SLAs. - Resolve/monitor routine escalations, as appropriate. - Ensure customer satisfaction is held to a high standard at all times. - Harvest a Service first mentality within team - Manage resource scheduling. - Manage resources overtime, annual leave, and TIL effectively. - Capacity and capability planning. - Ensure necessary technical training, awareness and experience levels are maintained in order to deliver to customer contracts.- Ensure resources keep qualification current and meet new challenges.- Own recruitment process and selection process. Work with recruiters to select candidates. Conduct interviews and technical assessments. - Succession planning within team. - Responsible for driving employee engagement & satisfaction. - Take overall responsibility for leadership, control and decision-making with team. - Report to management on all technical issues relevant to their area of responsibility. - Provide technical knowledge and leadership in the specific technical areas covered by the team or department. - Work with business team and greater HPE Teams to identify efficiencies and opportunities that increase performance, availability, capacity, resiliency of the managed service and the customer environment. - Bring in new opportunities from within current customer base. Show less Apply developed subject matter knowledge to solve common and complex business issues within established guidelines and recommend appropriate alternatives. Work on problems of diverse complexity and scope. Act as a team or project leader providing direction to team activities and facilitate information validation and team decision making process. Exercise independent judgment within generally defined policies and practice to identify and select a solution. *Provide detailed technical design for enterprise solutions and implement solution to client in accordance to agreed design*Understand a broad spectrum of technology in order to provide detailed technical design which meets customer requirements*Lead medium technical projects*Work with and under the direction of the Project/Technical Manager and with customer representatives*Provide technical support & input on the application of technology to a defined business segment*Advise on solution and integration opportunities to defined segments*Technically lead specific integration activities that are part of an engagement*Provide planning & design support for the development of solution architectures that will be implemented in a multiple system environment*Contribute to KB tools and communities, and ensure project learnings are documented / shared*Sufficient depth and breadth of technical knowledge to be individually responsible for the design and scope of deliverables within field of expertise*Possess advanced level of business, technical, or functional knowledge*Perform/drive resolution of problems on combinations and interactions of products*Apply technology and consulting to solve a client business problem*Communicate / present complex issues*Knowledge sharing and reuse within practice & profession*Use professions to meet the relevant certification & professional standards*Produce internally published material e.g KB*Participate in the selling process with sales/principals on presales activities Show less - Act as a technical focal point for the assigned customer and be the owner for business deliverables within the account - Managing the overall provision of IT monitoring and management services to your assigned clients and consulting with them on their requirements. - Overseeing the customer contracts for the service, ensuring deliverables are met, the configuration management database is accurately aligned to billing and alarming. - Become technically proficient in the technologies within scope and up to the level required to support the SOW. - Identify any skill gaps in the team to support the customer. - Drive alarming audits and transitions tasks for the customer. - Providing support to Account team (EAM, FTM, ASMs etc.) and provide input regarding business development and solution expertise. - Identify growth opportunities within the account (Lead generation / SVO). Participate in the PROP (Pre-Renewal Opportunity) meetings when invited and share potential growth opportunities for business and wider HPE within the account - Providing input to the rest of the business team on the client environment and drivers. - Analysing customer incident, change and problem data, providing input to the monthly report. - Facilitate discussions with customer, vendors and resources within the business for problem resolution. - Leading and resolving customer escalations technically and provide regular updates in customer meetings. - Contributing to Service Improvement opportunities both within the customer engagement and with the wider business team. - Explore proactive opportunities that increase performance, availability, capacity and resiliency of the managed service and the customer environment. - Assists in relationship building between business and the customer. - Deliver the Customer Delivery Plan quarterly. Show less - Successfully resolve technical issues by driving incidents, service request and problems through to resolution. - Provide input to the customer for strategic and planning purposes. - Responsible for the technical deliverables in the customer’s Statement of Work (SoW) - Ensure all established processes and procedures are adhered to. In particular, Incident, Problem and Change Management. - Understand and utilise ITIL methodology. - Represent and lead a HPE team in a face to face customer location visit. - Create and provide documentation and diagrams to assist delivery. - Explore proactive opportunities that increase performance, availability, capacity and resiliency of the managed service and the customer environment. - Assists in relationship building between the business and the customer. - Provide analysis and make technical recommendations in the monthly report. - Work in on-call roster and perform required work after-hours as necessary. Show less

  • IT Operations Centre - Engineering Team Leader

    Oct 2018 - now

  • Technology Consultant

    Jan 2006 - now

  • IT Operations Centre - (Acting) Account Delivery Manager (S.A Gov Client)

    Dec 2018 - Dec 2021

  • IT Operations Centre - Technical Lead

    Jun 2016 - Dec 2021

  • Employee Focus Group Leader

    Sept 2017 - Sept 2020

  • IT Operations Centre - Network Specialist Engineer

    Nov 2015 - Oct 2018