Stuart Newton

After 14 years as technical field support engineer, a move into Account Support Management role saw me become principal contact for Hewlett Packard Enterprise into a number of tier one accounts including Macquarie bank and Vodafone. Additional high-level accounts included Boral, SBS Television and Qube Logistics.

Responsibilities included.

- Act as the primary point of contact for HPE with a focus on fostering strong business relationships with key account stakeholders, ensuring open and constant lines of communication are maintained between business groups and that business goals are aligned and clearly understood.

- Ensure that service delivery metrics are delivered and maintained against all agreed Service Level Agreements (SLAs). Implement strategies to improve and maintain all deliverables to highest standard. Coordinate with cross-functional teams to address any issues that may affect customer satisfaction.

- Facilitate monthly meetings to review account status, discuss technical issue that have arisen during the month, identify any potential risks to operational service, and discuss active measures to mitigate against any identified risks. Align business and technical support teams to ensure continuity of service.

- Oversee major incidents and escalation. Ensure critical event management processes are followed and provide support in ensuring coordination between HPE and account technical support teams. Ensure business escalations are initiated and are in line with technical escalations. Ensure open lines of communication are maintained with regular status reporting to key stakeholders during major events.

- Conduct regular reviews of account IT infrastructure to ensure optimal performance. Deliver reports with findings and recommendations for improvements. Work with business and technical teams in “future proofing” accounts IT infrastructure.

- Ensure highest standard of support is delivered across all aspects of each account with focus on ensuring highest level of customer satisfaction.

14 years' experience providing both remote and onsite technical support for mission critical enterprise scale storage and server environments to tier 1 customers including Telstra, Optus, Vodafone, Woolworths, Commonwealth Bank and Macquarie Bank. Additional tier 1 Government accounts include Australian Tax Office (ATO) and Australian Securities & Investment Commission (ASIC), Department of Infrastructure.

Advanced knowledge in a broad range of HPE Storage platforms including, HPE XP24000 storage arrays, 3PAR Storage, StoreOnce, Apollo, MSA storage and MSL Tape Storage. Additionally, advanced knowledge in HPE Server/ Compute platforms including HPE ProLiant, HPE Synergy, HPE c3000/7000 Blade Enclosures, Virtual Connect, iLo and HPE OneView.

Roles and responsibilities include.

- Providing reactive onsite technical support to clients ranging from minor issues to mission critical system outages.
- Apply standard troubleshooting methodologies in diagnosing complex issues while identifying root cause and implementing effective solutions to ensure rapid resolution of issues and optimise system performances.
- Support clients in taking “proactive” measures to mitigate any risks across their server and storage environments while minimizing any potential high impact outages.
- Perform both software and firmware upgrades across varied server and storage platforms to clearly defined HPE supported baselines.
- Act as a dedicated technical support engineer to tier one Mission Critical accounts.
- Act as the primary point of contact during major incidents and system outages. Ensure that escalations are initiated in a timely manner and that higher level technical teams are appropriately engaged.
- Ensure that both HPE and the client's technical teams are aligned during major escalations to ensure speedy resolution.