Laycya Graham (ActionCOACH)

Experience

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  Jamaica Energy Partners Group

  Jun 2007 - Sept 2007

  Intern

  Provided assistance with maintenance of Diesel Wartsila Engine sets. Water, Engine and Oil Logs were taken while reporting to the Control Room Operator on the findings. A project was lead and implemented by myself to maintain on a recurring basis the types of power being produced by the engines.

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  The University of the West Indies, Mona

  Sept 2007 - May 2008

  Laboratory Technician

  Assisted with the administration of tutorials and laboratory sessions with first and second year students. Assisted individuals with break-fix issues with their machines hardware or software related and provided guidance to students in understanding general course material. Assisted with the monitoring and maintenance of the laboratory environment overall.

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  Fujitsu Caribbean

  May 2008 - Mar 2015

  Provides proactive analysis of information from a customer's environment in order to make apt and suitable recommendations for the customers needs. My role involves working with cross-regional and international teams to enable optimum service delivery at the required OLAs and SLAs agreed on by Fujitsu and the customer. It also includes reporting on service level and environment performance, Crisis Management in the event of failure or disaster, financial Management ensuring that the ROI is achieved as well as risk management to prevent future failures. My role is not only to manage the delivery of customer service but ensure and enhance the customer's experience. Show less Handling Hardware and Software break-fix issues in order to ensure that KPIs under customer SLAs are met. Through constant collaboration with regional and international teams which involves brainstorming and troubleshooting techniques. Being lead engineer for three projects related to the roll-out of GFI Languard for a major Bank, Implementation of Symantec San Client for a major Telco and Implementation of Oracle Hardware for a Bank in the Bahamas including up selling other services while implementing to increase revenue. Skills and Capabilities with experience include NetApp, Solaris Operating Systems, Virtualization, Symantec NetBackup and Backup Exec, Dell Servers, Checkpoint, Cisco and Oracle Hardware. Show less

  • Service Account Manager

    Apr 2011 - Mar 2015

  • Systems Engineer

    May 2008 - Apr 2011
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  Microsoft

  Mar 2015 - Jul 2018

  Managed Jamaican Corporate Accounts customers at Microsoft Jamaica, including enterprise customers, commercial and/or public sector to drive revenue growth, market share, and customer satisfaction.Managed the local office team both external and internal staff. Managed the relationships within the Partner Ecosystem in Jamaica, Costa Rica, and Trinidad.Directed and managed the implementation of program initiatives in the designated country, including the development of program policies and procedures. Worked closely with the host country's governmental agencies, as applicable, as well as other non-governmental organizations.Contributed to revenue generation through utilization and identification of further product and service opportunities Show less Managed Corporate Accounts (CA) customers in Jamaica, Bahamas, Bermuda, Cayman, Turks and Caicos, and Belize, including enterprise customers, commercial and public sector to drive revenue growth, market share, and customer satisfaction.Oversaw resourcing and execution by the Microsoft Supplier Program (MSP) with partner and Microsoft resources and ensured opportunity data was updated in the customer relationship management (CRM) Drove annuity growth in Jamaica, while ensuring customer adoption of Microsoft Technology Accelerated customer migration to the Cloud by acting as a subject matter expert on Microsoft’s cloud strategy, evangelizing its benefits to all customers. Also, supporting in building subject matter experts in the partner ecosystem. Show less

  • Country Representative

    Jul 2017 - Jul 2018

  • Corporate Account Manager

    Mar 2015 - Jul 2017
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  Inova Solutions N.V.

  Sept 2018 - Oct 2022

  To drive customer success (return on investment for purchased technology from Inova Solutions)t for Inova Solutions customers for the English, French, and the Dutch Caribbean.Management and Expansion of Sales, Services, and MarketingExecution of Customer Success Marketing and Sales related ActivitiesExcellent customer relationships with both Government and Private sectors entities at C-Level and Ministerial Levels regionally.Creation and Execution of Customer Success program across the region to support drive and maintain technology usage for the specific fit of each customer's organizational structure.Led and Represent local office and apart of the leadership team Show less

  • Country Success Manager

    Apr 2022 - Oct 2022

  • Regional Customer Success Manager

    Jan 2021 - Jul 2022

  • Country Manager

    Sept 2018 - Jan 2021
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  Holmes Graham Limited

  Jan 2023 - now

  Chief Executive Officer
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  ActionCOACH Global

  Mar 2023 - now

  Business Coach