Experience

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  Digital equipment corporation

  Jun 1991 - Oct 1999

  Began work on Enterprise Vault when it was at the powerpoint stage. I went on to lead a team of QA 10 engineers in the testing of Enterprise Vault V1.0 release. I was responsible for writing and reviewing QA and performance test plans, all aspects of hardware, execution of manual tests and overseeing the development of an automated test suite. Worked on a market leading email and document management system called ALL-IN-1. I rapidly grew to be QA lead on several significant features of the product over many releases. Carrying out all the typical QA duties, manual and automated testing. Enjoyed working closely with the engineers to develop a high quality product.

  • QA Lead for Enterprise Vault

    Apr 1997 - Oct 1999

  • Principal QA Engineering

    Jun 1991 - Apr 1997
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  Freelance

  Jan 1995 - Jan 2024

  Side hussles

  In addition to straight forward career roles, there have been various projects I have developed in parallel. So for example in 1997 I help developed the first electronic prescribing system in the UK and won a national award, I got passionate about bringing down UK car prices so set up a website/business to help people do that. In doing so I appeared in trade shows, newspapers, TV, and helped sell over £15,000,000 of cars. More recently I've written a product to allow organisations to quickly create their own digital personal assistants to improve end user productivity and onboarding which users can interact with via voice,text, documents and images. Show less

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  Kvs - (startup that developed enterprise vault)

  Oct 1999 - Sept 2004

  Technical support manager

  KVS went from startup to buyout by Symantec in 4 years for $225 million. Hired at the start with the challenge of building and running a customer support organisation. By 2004 my team of 15 was dealing 24x7 with all EMEA customers who ranged from SME through to very large multi-national corporations. Other roles included, on site consultancy, design reviewer, direct customer support, IT hardware, software QA automation, CRM system management.

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  Symantec

  Sept 2004 - Aug 2012

  I was specfically focused on delivering improvements for the existing customer base using the NetPromoter(NPS) system. Success means taking on many roles and working with a cross-functional team of engineers and services leaders to design product changes and implement process improvements to the engineering and support organisations so we can exceed customer expectations.• Delivered 10 point improvement in customer satisfaction in 2 years.• Reduced call volumes by over 7% and reduced time to resolution by 10% • Identified and led resolution of key causes of product unreliability, leading to 20% improvements in reliabilty in 6 months• Filed 5 patents in data archiving and e-discovery Show less

  • Director of Product and Support Experience

    Apr 2010 - Aug 2012

  • Director of Technical Support

    Sept 2004 - Apr 2010
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  Transvault software

  Feb 2013 - Jun 2021

  • Product Manager

    Jan 2017 - Jun 2021

  • Director of Customer Experience

    Aug 2015 - Dec 2016

  • Customer Success Manager

    Feb 2013 - Aug 2015
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  Proventeq

  Jun 2021 - Jul 2024

  Software product manager

  Experienced product leader reporting to the CEO, driving innovation and growth. Led a cross-functional team of 20 engineers across the UK, Europe, and India to revamp our B2B product and expand it into a suite offering. Accomplishments include a successful product UI refresh, creation of new market-ready products, and process improvements for quality and efficiency. Activities include strategy and analysis, roadmap, delivery planning, scrum-master, stakeholder and escalation management.