Ben Grainger

Experience

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  Syscap

  Aug 1998 - Jan 2002

  Technical Support Analyst
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  .

  Mar 2002 - Jul 2002

  Various Temp IT assignments

  Conract Role

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  AMTEC Consulting

  Sept 2002 - Feb 2003

  Internal Sales Executive

  Contract role

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  DHL

  Mar 2003 - Jul 2004

  Technical Support Specialist 2nd line
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  Greene King

  Jul 2004 - Nov 2004

  Technical Support 1st and 2nd line
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  Autocue Group Ltd

  Nov 2004 - May 2005

  Technical Support 2nd line
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  BBC

  Oct 2005 - Dec 2006

  Technical Refresh Consultant & 2nd line support

  •Providing 2nd line support to a client base of 1000+ in house and multiple Satellite sites around the world on a 24 hour on call basis•Software and hardware implementation on all desktops for studio builds•Programming of studios with new released software•Active Directory Administration, changing OU groups along with adding in relevant MSIs•Configuring bespoke BBC software (ENPS, Cool play, Studio Edit pro, NPR Runtime)•Worked on £5 million production house for all machines and software implementation and troubleshooting•Studio, workstation, laptop maintenance, upgrades and problem resolution•Server administration on user accounts and groups•Radmin (remote access to client pc’s)•SAP•Radioman (QEP bespoke software for the companies Radio)•Microsoft Exchange 2000•Supporting users on Win2k, 2003, XP•End user support on all Transmission and Broadcast critical issues•Support for ENPS-Electronic News Production System•Quick Edit Pro Sadie BB (Audio Editing) support•VPN-My connect for Remote users &CPS-Web editing software Show less

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  Princess Cruises

  Apr 2006 - Sept 2006

  Computer Officer 1st - 3rd line support
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  ITV

  Jan 2007 - Mar 2010

  2nd/3rd line Support Analyst

  •Supporting 2000+ staff across a multi site environment within strict SLA’s•Support to all ITV applications on a Novell/Windows 2003 Platform•Windows 2003 MS Admin and Novell Console 1 administration•Created necessary user ids, passwords, groups, and related PC, workstation and network administration tasks•Dameware/workstation remote control•Blackberry BES server admin and Blackberry client device configuration and installation•Novell EDirectory server support•Assyst Call logging and helpdesk database•Desktop, Laptop building and configuration•Mass image desktop production•Iprint Server administration and support for all internal printers•Software upgrades and configuration•Wireless and 3G configuration and support•MAC OSX support Show less

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  Clearswift

  Apr 2010 - Dec 2010

  Technical engineer

  •Qualified Clearswift Sales and Technical Support Engineer on all clearswift products from level 1 tolevel 3, support on Clearswift software.•Providing a high level of support to both channel partners and customers, communication both onthe phone and via e-mail.•Producing technical notes for customers and channel partners on technical aspects of Clearswiftproducts within the Clearswift Knowledge Base.•Providing detailed Technical solutions to the customer in system level as well as software basedconfiguration.•Understanding of the TCP/IP protocol stack, DNS, Routing, DHCP, LDAP Directories, SQL•Databases, Proxy Servers, Firewalls•Solid understanding of the SMTP protocol. Show less

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  Websense

  Jan 2011 - May 2014

  The Technical Account Manager is responsible for ensuring that Mission Critical Support (MCS) Websense customers receive the appropriate care – the highest support entitlement that Websense offers. The goal is to ensure customer success, focusing both on reactive support and pro-active services to enable the customer to successfully deploy their Websense solution set and achieve targeted business benefits. The TAM is the single point of contact for the customer and also all internal Websense teams as he/she guides the customer through all phases of the Customer Experience Blueprint, providing expertise and guidance on leading best practices for a successful enterprise security solution.Some of the functions performed are:-• Serve as strategic advisor to customer and provide product functionality, technology and implementation expertise. •Builds and grows relationships with both Technical staff and Sr. Management from the customer team.•Actively contributes and leverages from the ongoing MCS ‘Standards and Best Practices call’.•Collaborates with Engineering and QA teams in Websense to validate Deployment architectures and Sizing parameters.•Conducts at a minimum a weekly call with each of their accounts and provides the customer team a status update.•Performs a quarterly review of the account with Sr. Management staff of the customer team.•Owns, drives and tracks Hot Customer escalations, including partnering with the CritSit, Sustaining Engineering, Product Management teams.•Ensures that all cases opened for their accounts are being actively worked and progressing towards an expeditious resolution.•Partners closely with Product Management to ensure that customer FR’s are logged and appropriately prioritized and also ensure that future product direction aligns with customer road map.•Conducts on site audits/reviews as needed.•Performs TAM duties for 10 – 12 MCS accounts at any time.•Works on staying current on both the technology and product fronts. Show less •Provide technical support via phone and email for Websense software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found.•Document all technical inquiries and customer-reported problems in the customer tracking database and in the escalation tracking system, including the nature of the inquiry, and the resolution recommended. Multi-task, prioritize and organize all calls and e-mails sent and assigned. •Research difficult configuration, compatibility or product-defect issues and track results of investigations in appropriate systems. Update the Knowledge Base with solutions as appropriate. •Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, customer registration, and problem escalation. •Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation. •Perform other duties and projects as assigned. Show less

  • Technical Account Manager

    Jan 2013 - May 2014

  • Technical Support Specialist

    Jan 2011 - Jan 2013
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  Microsoft

  Jun 2014 - now

  The Delivery Pursuit Lead (DPL) is a presales delivery leader accountable for supporting the presales process by shaping and scoping deals tosatisfy customer’s requirements. I work closely with sales and delivery partners to define and scope quality solutions that drive business outcomes. I am responsible for leading a collaborative solution design process and should possess a comprehensive understanding of our solution areas and the challenges customers face as cloud and emerging technologies enable the digital transformation of their organizations. I use my solution area expertise to provide deal scope, solution approach, accurate cost estimates, staffing plans, financial costs, risks and contingency / risk reserve requirements, and budgetary estimations. You reuse Intellectual Property (IP) to scope end-to-end lifecycle solutions across my portfolio of pursuits that enable growth while ensuring that deal velocity and deal quality remain paramount. Show less As a Global Technical Account Manager (GTAM) I am responsible for the delivery of Support services aligned to the customer’s technologies, projects and goals. A key focus of the role is to drive change and optimize the customer’s environment by focusing on people, process and technology. This can only be achieved through:Being a trusted advisor to customer stakeholders and leverage the Service Delivery Methodology to: o Developing and maintain customer centric Service Delivery Plans o Managing the delivery and follow-up of proactive services outlined in the SDPs o Help customers realize value of our solutions and cloud services through active usage and supporto Managing the delivery of reactive support o Develop a strategic customer relationship to grow Service coverage and ultimately the delivery and realization of its value Customer business value is realized by aligning the services and technologies provided by IT with the goals and objectives of the business. By improving the health of IT operations, improving the efficiency and effectiveness of the operations and reducing risk of products, services, and projects, IT can become a business enabler versus a cost centre. Customer value is realized through the effective alignment of the IT services in support of the business objectives and outcomes. Commitment to Microsoft:o Drive Revenue growth o Maintain exceptional Customer Satisfactiono Deliver on and support Microsoft strategy Show less

  • Principal Pursuit Lead

    Mar 2020 - now

  • Senior Pursuit Lead

    Jun 2017 - Mar 2020

  • Global Senior Technical Account Manager

    Jun 2014 - Jun 2017