Gary Shaw

Experience

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  Computer Sciences Corporation (DXC Technology)

  Mar 2002 - Nov 2005

  • Administered various Firewall and Security devices across multiple platforms.• Performed content filtering and bandwidth utilization monitoring.• Conducted log analysis and reported network traffic anomalies.• Applied updates to security devices, including IOS upgrades.• Provided 2nd and 3rd line support for the organization and clients.• Coordinated with external vendors, clients, and support personnel.• Managed hardware/software purchasing and planned for future network expansions.• Developed alternative technical solutions under budget constraints.• Documented processes, procedures, and diagrams using Microsoft Office tools.• Produced incident reports and managed change control slots. Show less

  • Network Security Administrator

    Sept 2003 - Nov 2005

  • Network Shift Operator

    Mar 2002 - Sept 2003
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  Matsco Solutions

  Jun 2006 - Feb 2008

  IT Consultant

  • Providing IT solutions to 120 clients, mainly small to medium enterprises and hedge funds• Specializing in firewall technologies, including various firewall models• Managing and providing comprehensive desktop and server support services• Supporting mobile devices and installing several mobile device servers for clients• Working with server technologies from multiple well-known manufacturers, including HP and Dell

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  Eze Castle Integration

  Oct 2008 - Mar 2013

  • Manage client technology projects: Oversee and deliver technology solutions for clients.• Technical support: Provide expert technical support and troubleshooting.• Client relationship management: Maintain strong relationships with clients, ensuring satisfaction and retention.• Team leadership: Lead and mentor a team of technical professionals.• Innovation and improvement: Identify and implement new technologies and processes to improve client services. • Manage projects: Deliver technology solutions for clients.• Technical support: Provide expert technical support and troubleshooting.• Client management: Maintain strong relationships with clients, ensuring satisfaction and retention.• Innovation and improvement: Identify and implement new technologies and processes to improve client services.

  • Associate Client Technology Manager – Singapore

    Apr 2011 - Mar 2013

  • Senior Systems Engineer, UK

    Oct 2008 - Apr 2011
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  Eze Castle Integration

  Mar 2014 - Sept 2020

  • Leading and developing engineers and managers, focusing on skills development, succession planning and innovative hiring• Implementing IT solutions, specializing in server, network and desktop deployments to ensure seamless and efficient operations• Managing daily operations and customer relationships for EMEA, ensuring effective solutions and proactive requirement gathering• Developing scalable support models and operational efficiencies including creating dedicated teams and streamlining processes• Monitoring service trends and vendor performance, addressing root causes of issues and benchmarking against other providers• Participating in global strategy and R&D, recommending new products and driving research • Negotiating agreements and driving sales pipeline, partnering with business development to identify opportunities within the existing customer base Show less • Infrastructure Design: Develop and implement robust infrastructure solutions tailored to client needs.• Security Implementation: Design and deploy security measures to protect client systems and data.• Performance Optimization: Analyze and optimize system performance to ensure efficient operation.• Vendor Management: Manage relationships with technology vendors and service providers.• Documentation and Training: Create detailed documentation and provide training for clients and internal teams. Show less

  • Senior IT Manager – Associate Director, UK / Europe

    Sept 2018 - Sept 2020

  • IT Manager, Client Technology Manager UK / Europe

    Mar 2014 - Sept 2018
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  Field Effect

  Dec 2020 - now

  Customer Success Manager

  • Overseeing daily operations with meticulous attention to detail, while managing service delivery and complex issues• Supervising, coaching, training, motivating and mentoring new hires• Establishing, implementing and overseeing effective systems, strategies, processes and controls• Delivering a high standard of customer and technical support including conducting business reviews• Customer service and liaison, building strong working relationships and effective communication channels with key stakeholders, resolving complaints and enquiries• Developing customer education programs• Customer information management, maintaining meticulous records• Reading and interpreting technical documentation, analyzing data and providing feedback• Forecasting and tracking metrics to improve business performance• Producing various reports, presentations, analyses, correspondence and other documentation • Performing as a strong member of a cohesive team with strict adherence to statutory regulations, service level agreements, quality standards, governance processes and compliance requirements Show less