Daniel Whiting

Experience

• 

  Barclays

  Sept 1997 - Sept 1998

  Business Excellence Coordinator

  ● Year in work placement as part of four year degree

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  Various employers

  Jul 1999 - Jul 2000

  Various temporary positions

  Worked in a range of admin positions while seeking a permanent role following graduation

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  Farnborough College of Technology

  Jun 2001 - Jul 2001

  Academic Records Administrator
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  Linguarma GmbH

  Sept 2001 - Oct 2004

  Business English Trainer
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  Harte Hanks Market Intelligence

  Nov 2004 - Mar 2005

  Market Research Assistant
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  HP Services

  Mar 2005 - Dec 2005

  Hotfix Agent

  - Telephone and mail support providing quick fix solutions for known issues to professional customers- Key achievements:- Targets for CSAT and productivity consistently exceeded

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  HP Enterprise Services

  Jan 2006 - Feb 2013

  - Accountable for consistently driving operational performance to meet and exceed client’s customer satisfaction targets (74%+ ‘very satisified’)- Representing the business to the client at account management level and communicating strategy and actions to maintain and improve performance- Took the business from ‘at risk’ status (with two of four teams performing at <70% ‘very satisfied’ customers) to best in class (consistently achieving >74% ‘very satisfied’ customers across four lines of business) by driving performance management and initiatives to improve staff development and retention- Close cooperation with operation in Sofia to ensure consistent delivery across two sites- Managing a team of four Team Managers and around 60 level 1 and 2 technical support staff- Responsible for guiding, mentoring, and coaching Team Managers and other staff in the operation- Planning long and short term staffing levels based on incoming volume forecast, training schedules and driving optimum efficiency- Improved operational efficiency and reduced headcount by developing engineers’ skill sets through training programs, enabling them to work across multiple lines of business, which also lowered exposure to absences and attrition while creating development opportunities for the team and improving retention- Successfully drove investment in staff retention scheme to counter attrition and decrease long term staffing levels and costs by eliminating cost of contractors Show less - Managing multinational team of over 20 technical support engineers and level 2 engineers- Operational reviews with client - Drove outstanding customer satisfaction results (>78% ‘very satisfied’ customers) in final months of FY10 (July 2009 - June 2010), significantly improving average results for financial year (to 74% ‘very satisfied’ customers) and helping to ensure the business stayed with HP- Managing recruitment activities with personnel vendor- Coaching engineers in customer management and case handling- Managing workload by leveraging resources across language and technology clusters- Tasked with a project to manage the recruitment of circa 50 level one and level two technical support agents for new business, including the development of selection criteria and technical tests, creating reporting and forecasting for updates to the client, as well as coordinating resources to perform technical tests, interviews etc.- Developing new processes and best practices following migration to new CRM tool Show less • Managing multinational team of around 15 technical support engineers and level 2 engineers• Activities as per Professional Support Team role (above)• Premier support was critical to our business with Microsoft (strategically and financially) and performance was acknowledged when awarded sole responsibility for all Microsoft Premier Support at HP Services Dublin following restructuring• Led Premier team to recovery from a deficiency notice after assuming sole responsibility• Developed case management tools which were rolled out across the business Show less

  • Operations Manager

    Nov 2010 - Feb 2013

  • Team Manager – Microsoft Platforms Support Team

    Mar 2010 - Nov 2010

  • Team Manager – Microsoft Premier Support Team

    Jun 2007 - Mar 2010

  • Queue Tracker

    Jan 2006 - Jun 2007
• 

  VMware

  Jun 2013 - Sept 2016

  Technical Support Manager

  - Took sole responsibility for vSAN technical support management in EMEA in Q1 2016- vSAN is one of VMware's key strategic products for the future, with 100% growth in H1 2016 (compared to H1 2015)- Daily accountability for operational metrics and CSAT- Team CSAT scores of 87.6% (H1) and 85.9% (H2) achieved in 2015 while managing circa 28 direct reports during colleague’s prolonged absence- Strong track record of supporting career development for team members - Handling technical and management escalations- Analysis of call volume metrics and creating plans for local and global load balancing- Coaching, development and performance reviews of engineers at all levels- Working with product development and knowledge management teams to ensure the optimum end-to-end customer experience- Coordinating case management with support centres in NASA and APAC regions- Acting as single escalation point in EMEA for Approved Service Providers (Dell, HP etc.)- Introduced new Escalation Engineer coverage model for weekend, ending on-call weekend rotations, which had been a cause of dissatisfaction for senior engineers- Awarded EMEA responsibility for support of key strategic product (vSAN) from Q1 2016 Show less

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  J2 Global

  Oct 2016 - Nov 2019

  KeepItSafe European Technical Support Manager

  - Managing a team of technical and supervisory staff across four locations (Dublin, Almere (NL), Copenhagen and Oslo) in J2 Global's backup business- Ensuring customer backups are up-to-date, secure and available for restore when needed - Working with the sales team to on-board new customers, develop existing customers and maximize retention- Introduced clear metrics, performance review scorecard and documentation for support engineer performance measurement- Created goals for existing and new roles in the support organization- Have driven a knowledge-sharing culture across regions, growing an internal knowledge base from 50 to over 450 articles (process and technical) and introducing global technical forums and chat groups for colleagues to share problems, solutions and ideas- Moved the support business from a local to a regional focus by enabling cooperation, knowledge sharing and load balancing across sites- Introduced enhanced service for key accounts with dedicated engineers and regular touchpoint calls - Worked with sales team to improve customer on-boarding experience- Ensuring continued adherence to ISO27001:2013 information security standards and extended certification status to two additional sites in the Netherlands and the US Show less

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  Atlassian

  Dec 2019 - now

  - Managing a team dealing with high complexity support tickets on Atlassian's developer tools products (Bitbucket and Bamboo)- EMEA (Netherlands + India) developer tools team grew from circa 14 to developer tools 20 during this period- Worked closely with counterpart in India to build a cohesive EMEA team across Netherlands and India sites during aggressive growth- Took on developer tools Premier Support team and broke down barriers between Premier and 'standard' support to create growth opportunities and operatinal efficiencies Show less

  • Senior Technical Support Manager

    Jul 2021 - now

  • Technical Support Manager

    Dec 2019 - now