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  1. 1. Scott Dowden Mob: 07801 350911 Professional Summary: An experienced,enthusiasticITprofessionalandleaderwithakeenfocusondevelopingteams and individualstorealizetheirfullpotential. Skilledatunderstandingbusinessrequirements/challengesanddevelopingstrategiestoresolve these.Aneffective projectleaderandverycapable managingtoughcustomersituations. Key Attributes ● BuildingandDevelopingNew Teams. o Recognizedforbringingtogetheradispersedteamandbuildingthemintoa cohesive highfunctioningteam. o Adeptat identifyingkeyindividualsandskillstobenefitthe overall team. ● StrategicThinkingandProblemSolving o Able toworkefficientlyinemotionallychargedsituationsmakingdecisionsthat have a longterm impactrather thana shorttermgain. ● Leadingcultural transformation,change management,optimization,andprocess improvement. o Specificallychosentoleadthe Middle-East,Africa,RussiaandTurkeyteam because of my cultural adeptnessandabilitytoworkeffectivelywithdifferent cultures. o Lead twoteamsthroughthe recentSymantectransitions. ● Translatingthe strategicvisionintogoalsanddeliveringresults. o Developedthe new Core deliverablesforthe BCSteamroles. o Developedthe new Keyperformance indicatorsandmeasuresforthe team. ● Strongabilitytomotivate teams. o 100% scoredon the latestManager review byemployees. ● Adeptat buildinginternal andexternal relationships. o Strongrelationshipswithkeydecisionmakersinlocal Salesteam –Country Manager Level. o Relationshipswithkeycustomercontacts. ● Projectmanagement. o Global ProjectLeadon the RolesBasedCurriculumproject –To create a frameworkforbothon-goingtraininganddevelopmentforexistingstaff membersaswell ascreatinga comprehensive programfornew staff members. Throughthese programswe aim to create a baseline of core competenciesand deliverablesforall jobroles. o Global projectleadonNew Hire training & Mentoring- The goal isrevise and
  2. 2. redefine the new hiretrainingandmentoringprograms. ● IndustryExperienceandKnowledge of: o Messaging o Archiving,e-discoveryandcompliance. Career History: Employer: Symantec Software Position: Various Positions Dates: June 2005 to Date Symantec is the largestmaker ofsecurity software & the 7th largestsoftware company in the world with 18,500 employees & generating revenue of$6.7bn (2014). April 2015 to Date: Snr Manager,BusinessCritical Services Leading a multi-functional team of 16 individualscomprised of Technical accountmanagers ,Service delivery engineers and clientmanagers.Managing140 key Symantec customers with annual revenue of circa $7 million USD. Responsiblefor technical services delivery(Premier) to key Symantec customers in UK,Ireland, Nordics and Emerging regions.EMEA responsibility for Symantec's Trust Services and Identity & Authentication services business. Key Deliverables Include: 90% Customer retention. 15% YOY Business growth - Stretch 25% Build and Maintain technical proficiency in the team. Ensure continued high value/high quality servicedelivery.
  3. 3. Achievements: Successful Integration of Client Managers into the Premier business. Increased customer basethrough the Symantec company split. Builtoperational structureto ensure success in the new Symantec business. Increased revenue through Symantec transition to security focused business. August 2013 to March 2015 Snr Manager, BusinessCritical Support Leading a team of Business Critical Accountmanagers (BCAM’s) responsiblefor 80+Symantec business critical accounts(Circa$6.5 million) located in the Middle East, Africa,Russia and Turkey. Key deliverables:Leadingthe team through the transition to our new Business Critical Support(BCS) offering and the new requirements of the BCAM role. Bringingthe dispersed individualstogether to form a strong cohesivehigh performing team. Buildingstrongrelationshipswith the Country Managers in this region and working with them to ensure that our most critical customers purchasethe BCS offering. Project lead on the followingprojects: Roles based Curriculum – a global projecttasked with providingan effective education program for all BCS employees. Gold Standard – A global projectto define the gold standard in servicedelivery for BCS employees Support Integration – An Emea based projectwith the goal of improvingthe relationshipsbetween the BCS and technical supportteams. November2012 to July 2013: Manager, BusinessCritical Support Responsiblefor a mixed team of Business Critical engineers (BCE’s) and Business critical accountmanagers (BCAM’s) based in the UK. Key deliverables:Leadinga team to ensure they met key goals and KPI’s,includingefficientand effective on-site delivery (BCE’s) and maintaininga 90%+customer renewal rate (BCAM’s). Guidingthe team through the company transition under the new CEO. Workingwith the leadership team to define the Priorities to improve Responsiblefor definingthe new career path matrix,goals and KPI’s and evaluatingthe technical services offered to our customer’s through the Business critical engineers. July 2008 to November2012: SeniorPrincipal BusinessCritical Consultant Senior Principal BusinessCritical Engineer in the Business Critical Services Team,responsiblefor providing the highest level of technical supportand services on Symantec’s enterprise level products to its Strategic Accounts - major enterprise customers, on premium contracts. Key deliverables focus on:delivery againstrobustKPIs includinginternal and external servicelevel agreements; customer satisfaction ratings;and customer retention / contractrenewal. Responsiblefor resolvingcustomer escalationsand drivingproductchangerequests involving:engaging with clientand internal teams; performing in-depth analysisof issues;identifyingand researchingfit-for-
  4. 4. purpose technical solutions;and installingand testingamendments. Provideon-site supportof high availability products e.g. EnterpriseVault to customers under various Windows platforms to ensure business continuity. Personally responsiblefor engagingwith key customers and buildingrelationshipsatsenior decision maker level to drivelong term contractual arrangements.Clients includeBP, Credit Suisse,BarclaysGroup,JP Morgan Chase,RBS, BT, London Stock Exchange and IBM. June 2005 to July2008: Enterprise Vault Backline Engineer Recruited as a BacklineEngineer, responsiblefor providinghigh-level technical supportto customers using the VERITAS/Symantec data archivingproduct - Enterprise Vaultand delivering fit-for-purposesolutions for utilization in multi-user / multi-location environments. Key deliverables focused on:delivery againstrobustKPIs includinginternal and external servicelevel agreements; customer satisfaction ratings;and customer retention / contractrenewal. The role involved resolvingescalations fromFrontlineand Advanced Line Engineers unableto provide effective solution or required technical assistance. Accountable for reporting ‘bugs’ and for makingrecommendations and suggestingenhancements to deliver improved customer serviceand product performance. Wrote technical specification documents / Transfer of Information packages for known issues and forthcoming product features for use by internal Frontlineand Advanced Line Engineers. Responsiblefor training,mentoring and coachingless experienced members of staff. Personally responsiblefor engagingwith key customers and buildingrelationshipsatsenior decision maker level to drivelong term contractual arrangements.Clients includeBP, Credit Suisse,BarclaysCapital,RBS, Rabobank,Pfizer and Airbus. Earlier Career: Jan 2004 to June 2005: HP: Exchange Server Support Engineer Sep 2003 to Dec 2003: Man Financial:ExchangeConsultant Mar 2001 to Aug 2003: Compaq / HP: Exchange Server Support Engineer Oct 1999 to Feb 2001: MicrosoftCorporation:Exchange Support Engineer Feb 1999 to Oct 1999: Compaq Computer Corporation:Exchange Server Support Engineer Feb 1996 to Nov 1998: MobileTelephone Networks: Exchange Systems Engineer
  5. 5. Qualifications: Itil V3 Foundation Microsoft Certified Systems Engineer (MCSE) Certified Novell Administrator Certificate in Information Technology Matriculation (South Africa): 6 Including English and Mathematics (Equivalent to O-Levels) Professional Development: WitwatersrandTechnikon:InformationSystemsI& II;DevelopmentSoftwareI& II(Cobol); Turbo Pascal;AccountingSkills;SystemSoftware I& II;and C/C++ SYS-CON:CertifiedNovellAdministrator(CAN) WindowsAcademy:AdministeringNT;Core TechnologiesNT;NTEnterprise Technologies;Core TechnologiesMS;and Exchange 5.0 Microsoft:AdvancedTCP/IP(RPC);VBA;Active Directory;andExchange 5.5 to 2000 Migration Symantec:Enterprise VaultBasictoAdvancedtraining,debuganalysis,SQLserver2005/2008 fundamentals.Multiple Aspiringmanagerandgeneral managementtrainingcoursesforexample leadinganeffective team,crucial conversations,presentationplus,coachingfundamentalsand leadingthroughchange. Technical Expertise: OperatingSystems:Windows7,2003,2000, NT 4, 95/98; and Novell Netware 4.1/ 4.11 Hardware:CompaqServers,Desktops&Raid;Dell Servers&Desktops;and3Com Hubs& Modems ProgrammingSoftware:C/C++;VBA;andVB Script Front Office Software:MsOffice upto 2013, Visio,MsProjectand ClarifyFrontOffice Back Office Software:MSSQL Server2000/2005/2008; Exchange Server2010, 2007, 2003, 2000 & 4.0/5.0/5.5; Enterprise Vault5.0/6.0/7.0/7.5/8.0/9.0; Active Directory,Terminal Server; InternetInformationServer;Wins;DNS;Arcserve;Netmon;Faxination;Certificate Server;MCIS; MAILsweeper4.3;Double Take;BEAP;X400 (messagingprotocol);andSMTP /ESMTP Personal Details: Address:8 Dovecote Road,Reading,RG28UJ Languages:EnglishandAfrikaans DrivingLicence:Full UK(Clean)