Summary
Work History
Education
Skills
Certification
Timeline
Generic

Aaron Walker

Support Director
22 Riverside Cottages, Ballynure

Summary

Accomplished Support Director with extensive experience leading technical support teams to exceed KPIs and enhance customer satisfaction. Proven ability to manage critical situations, drive process improvements, and foster cross-functional collaboration. Skilled in escalation management, team development, and optimizing support operations in high-pressure environments.

Work History

Support Director, Azure for Operators (EMEA)

Microsoft
5 2022 - Current
  • Led team of 12, providing top-tier support to major EMEA telecommunication providers including British Telecom, Deutsche Telekom, and Wind Tre, consistently exceeding KPI and CSAT targets.
  • Developed and implemented AFO Incident Management process, enhancing incident response effectiveness.
  • Scored in 90th Percentile for Overall Confidence in Effectiveness of Leadership in Apr '24 Microsoft Manager Signals Survey
  • Facilitated cross-functional collaboration to resolve complex customer issues, ensuring seamless operations.
  • Designed and executed comprehensive training programs to optimize team performance and development.

Support Director, Azure for Operators (Americas)

Microsoft
03.2019 - 05.2022
  • Led team of 30 Support Engineers and Managers delivering second-line technical support to major North American telecom providers.
  • Led integration and process adoption following Microsoft's acquisition of Metaswitch Networks.
  • Increased profitability by streamlining processes and creating Centralized Services team to enhance L2 engineers' focus on complex issues.
  • Fostered culture of continuous improvement and open communication, empowering employees to contribute ideas.
  • Implemented cost-saving measures, improving operational efficiency and overall service delivery.

Customer Support Manager

Metaswitch Networks
06.2017 - 03.2019
  • Established and led Metaswitch Support Centre of Excellence in Belfast, managing team of 10 engineers supporting 400 North American telecom customers.
  • Trained and developed support engineers, ensuring effective adoption of technical support best practices.
  • Consistently met KPI targets, enhancing customer satisfaction and retention rates.
  • Proactively reviewed and resolved overdue tickets to address root causes and improve response times.
  • Implemented structured training programs to elevate team performance and technical proficiency.

Tier 3 Software Engineer (Strategic Accounts)

Broadsoft (Cisco)
07.2013 - 06.2017
  • Delivered software fixes and enhancements to key strategic accounts (Sprint, Verizon, Telstra) as founder member of Belfast Sustaining Engineering team.
  • Provided 24/7 third-line emergency support, ensuring rapid resolution of critical issues.
  • Contributed to PRD, functional specification, and code review meetings, enhancing development processes.
  • Developed GUI-driven front-end for internal build systems, streamlining operations.
  • Improved software performance by identifying and resolving code bottlenecks and conducting thorough regression testing.

Tier 2 Support Engineer

Broadsoft (Cisco)
04.2010 - 07.2013
  • Delivered second-level technical support for the flagship BroadWorks platform as part of a global support team.
  • Presented technical overviews of BroadWorks ECCR/ECL solutions at industry conferences, showcasing expertise.
  • Mentored and trained new team members, facilitating their onboarding process.
  • Collaborated with cross-functional teams to resolve customer issues and implement requested enhancements.
  • Developed knowledge base articles, improving self-service resources and maintaining high customer satisfaction through effective communication and problem-solving.

Customer Support Engineer

MyITdepartment
08.2008 - 04.2010
  • Delivered comprehensive technical support for Windows PC users, peripherals, and office technologies.
  • Managed Windows Server and Exchange Administration, firewall, and network support for commercial clients.
  • Provided desktop support and resolved technical issues for end users across Ireland.

Technical Development Manager

Clarity Telecom
08.2006 - 08.2008
  • Developed Asterisk-based PBX systems for various firms across Ireland, collaborating with vendors like Snom and Polycom.
  • Led Clarity Engineering team in developing HPBX systems and managing support and sales engineering efforts.
  • Supervised small team of engineers, ensuring high-quality technical support and customer satisfaction.

Education

HND - Software Engineering

South Eastern Regional College
Bangor
09.2003 - 06.2006

Skills

Team Leadership and Development - Proven ability to build, manage, and develop successful technical support teams

Escalation and Crisis Management - Skilled in handling critical situations and managing escalations effectively

Customer Relationship Management - Expertise in maintaining high customer satisfaction through excellent communication and problem-solving

Process Improvement - Experience in streamlining processes and implementing operational efficiencies

Technical Expertise - Strong technical background with in-depth knowledge of support operations and relevant technologies

Cross-Functional Collaboration - Demonstrated ability to work with engineering, sales, and product teams to resolve complex issues

Change Management - Skilled in managing transitions and ensuring smooth integration during organizational changes

Performance Optimization - Ability to design and implement training programs to enhance team performance

Strategic Planning - Experience in developing and executing support strategies aligned with business goals

Mentorship and Training - Proficient in mentoring and training new team members to ensure successful onboarding and continuous development

Certification

Microsoft AI-900 Azure AI Fundamentals

Timeline

Microsoft AI-900 Azure AI Fundamentals

06-2024

Support Director, Azure for Operators (Americas)

Microsoft
03.2019 - 05.2022

Customer Support Manager

Metaswitch Networks
06.2017 - 03.2019

Tier 3 Software Engineer (Strategic Accounts)

Broadsoft (Cisco)
07.2013 - 06.2017

Tier 2 Support Engineer

Broadsoft (Cisco)
04.2010 - 07.2013

Customer Support Engineer

MyITdepartment
08.2008 - 04.2010

Technical Development Manager

Clarity Telecom
08.2006 - 08.2008

HND - Software Engineering

South Eastern Regional College
09.2003 - 06.2006

Support Director, Azure for Operators (EMEA)

Microsoft
5 2022 - Current

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