Jonathan Redsell

Experience

• 

  Silversands

  Jul 1998 - Mar 2001

  Senior Help Desk Analyst

  I started as a Junior Engineer, then quickly promoted to Help desk Analyst, then to Senior Help desk Analyst. My roles included providing support on a wide range of desktop and server-side software and hardware solutions.As part of my later role, I was responsible for setting up onsite help desk teams, developing knowledge bases to aid in customer support, and providing service delivery reports to senior management.

• 

  Europacom.net

  Mar 2001 - Dec 2001

  IT Network Manager

  I was responsible for developing and implementing corporate IT policies/procedures and supporting infrastructure across four (UK (two), France, and Germany) offices.

• 

  RIAS PLC.

  Jan 2002 - Nov 2003

  Senior Help Desk Analyst

  I provided second-and-third-line (hardware and software) support for over 500 internal clients. I was directly responsible for implementing and managing the Remedy help desk solution, remote desktop support applications, and outbound dialling platform.

• 

  Netcall

  Dec 2003 - now

  Experienced in orchestrating pre and post-sale activities to deliver exceptional partner experiences, increase adoption, and drive subscription sales. Expert at building strong relationships and collaborating with cross-functional teams to ensure partner success. Excellent communication, analytical, and problem-solving skills, with a deep understanding of SaaS and platform deployments. Committed to driving continuous improvement and personal professional development.Key Responsibilities:- Drive partner adoption and success through proactive engagement with existing partners.- Understand partner usage of solutions, services, education, and support offerings.- Design and implement engagement programs aligned with partners' business priorities and technology landscape.- Act as an internal advocate, ensuring the right resources are engaged to overcome obstacles.- Provide onboarding support for partners, expediting time to value.- Promote partners' participation in communities and knowledge sharing.- Generate partner testimonials and referrals.- Facilitate renewal efforts by documenting technology usage and engaging with account team members.- Foster strong relationships with sales, professional services, customer services, operations, product development, and marketing teams.- Ensure timely communication of software releases and announcements to partners.- Support onboarded partners with tender content, client meetings, product demonstrations, and technical mentoring. Show less Working for Netcall for over 18 years, I have gained extensive skills and knowledge in Contact Centre design, integration and deployment, support, training, and consultancy services. My current role has me focused on training & consulting on the company's Liberty Converse (Contact Centre, IVR, Speech Recognition, Voicemail, Outbound Communications) and Liberty Connect (Messaging/Bot) platforms.In my current role, I am responsible for:- Managing training projects through their lifecycle. Create, deliver, and administer a detailed training plan to suit each customer's needs. Gain feedback and sign off once delivery is complete- Delivering engaging and enjoyable Instructor-Led Training courses both on-site and remote to Contact Centre Agents/Supervisor/Managers and System Administrators.- Delivering product training to internal staff.- Designing, creating and developing engaging, enjoyable, and easy to follow content and material for both Instructor-Led Training and eLearning courses.- Work closely with the product teams to deliver feedback from customers/staff and help identify changes that will have a meaningful impact on how customers use and engage with the software.- Work alongside customers and internal teams, assisting with solution design and implementation strategy and helping them understand their data to facilitate meaningful change in how they engage with customers.- Working with customers to help identify other products within the Netcall portfolio that they could implement to address further needs.Work with our community team to respond to customer questions providing easy to follow guidance and hosting informative and engaging live events. Show less

  • Partner Success Manager

    Oct 2022 - now

  • Trainer

    Jan 2014 - Oct 2022

  • Technical Support Specialist

    Jan 2011 - Dec 2013

  • Professional Services Engineer

    Jan 2005 - Dec 2010

  • Technical Support Specialist

    Dec 2003 - Jan 2005