ELIR Panel Member @ Quality Assurance Agency for Higher Education
HNC, Computing @
University of the Highlands and Islands
I have been working at Rackspace for over 3 years, I have progressed from a Datacenter Technician to a Technical Customer Care Team Lead. Lead a team of Technical Service Delivery Managers for the EMEA SMB collocation business alongside a team of Cloud Service Delivery Managers responsible for our Core Cloud Product in total responsible for monthly
I have been working at Rackspace for over 3 years, I have progressed from a Datacenter Technician to a Technical Customer Care Team Lead. Lead a team of Technical Service Delivery Managers for the EMEA SMB collocation business alongside a team of Cloud Service Delivery Managers responsible for our Core Cloud Product in total responsible for monthly revenue of £2 million. This exploits my skills, specifically Customer Care, Hardware, Networking and storage knowledge.
I enjoy both hardware and software computing and am a quick learner. I am regarded as being dependable, confident, patient and methodical.
Outside of work I enjoy Rugby and Cooking.
Specialties: Windows Server - Design, Implementation and Support
HP Server Hardware - Expert
Dell Server Hardware - Expert
Network Management and Troubleshooting (Including CCNA)
Advance Hardware management
Virtualisation – VMware
Storage - iSCSI and FC – Including HP MSA & LeftHandSAN, EMC CLARiiON - VNX.
Data Management - CommVault Certified System Administrator & CommVault Certified Engineer
Service Delivery - ITIL Compliant
Customer Care Manager @ Lead a team of Technical Service Delivery Managers for the EMEA SMB collocation business alongside a team of Cloud Service Delivery Managers responsible for our Core Cloud Product in total responsible for monthly revenue of £2 million.
Responsible for the delivery to the business on KPI's of Churn, Install Base Growth, Credits & NPS (customer satisfaction). Setting team targets and managing/monitoring performance accordingly while ensuring the integration of new team members and maintaining the Rackspace culture
Act as point of escalation for all Service Delivery Management related issues for the team with customers and working with cross departmental leaders on delivering 'fanatical customer service' to the install base. From August 2010 to Present (5 years 5 months) London, United KingdomManaged Colocation Technical Service Delivery Manager @ Managing the relation ship of an account base ranging from SMB clients to Enterprise Clients. Providing a single technical contact with detailed understanding of clients solutions.
Acting as a point of escalation for clients (Available 24/7) From February 2012 to May 2013 (1 year 4 months) London, United KingdomELIR Panel Member @ Working within a 6 Person review panel, conducting reviews of Scottish Higher Education Institutions. Communicating the outcomes and conclusions of the review in a collaborated Report.
Skills – Team Work, Collaboration, Lead Discussions, Assimilate a large amount of Disparate Information, Form Evidence-Based Conclusions, Confidentiality. From January 2009 to August 2012 (3 years 8 months) Managed Colocation Technical Account Coordinator @ Managing and Documenting the deployments for Clients within the Managed Colocation Segment. Also Supporting the Technical Service Delivery Managers. From November 2011 to February 2012 (4 months) Datacenter Operations Technician @ Deployed and Supported Servers for Rackspace Managed Hosting customers and The Rackspace Cloud. From August 2010 to November 2011 (1 year 4 months) London, United KingdomSystems Engineer (Placement) @ Working on hardware support helpdesk, Focusing on backup and server management, CommVault System Administrator From January 2009 to February 2010 (1 year 2 months) Placement Student @ Helped to create a unified communications strategy between the university and students, regarding university wide issues. From June 2008 to August 2008 (3 months) Summer Job @ Working as a part time IT assistant, helpdesk response and hardware / software upgrades. Production assistant specialising in construction of guarding for machinery From June 2007 to August 2007 (3 months)
BSc(Hons) 2:1, Computer Network Management and Design, 2:1 @ The Robert Gordon University From 2006 to 2010 HNC, Computing @ University of the Highlands and Islands From 2005 to 2006 Ben Paton is skilled in: Network Administration, EMC Storage, CommVault, Dell PowerEdge Servers, HP Procurve, SAN, Solution Architecture, Windows Server, Cisco Security, Cisco Technologies, F5 BigIP, Imperva, Dell PowerVault, Microsoft Exchange, SQL
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