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Work History

Dec 2007Mar 2009

Director of Solutions Marketing

Citrix Systems

Responsible for creating marketing collateral that extends the companies value-proposition and to build market awareness and demand for multi-product solutions.  Led a team of senior marketing and technical professionals.

  • Established Citrix as a player and thought leader in the emerging "Green IT" Market.
  • �Implemented a "Solution Stack" of marketing assets for each solution aimed at C Level down to technical audiences that were widely used by regional Sales, SE, Marketing and Partners.
  • �Envisaged, planned and launched the highly successful Citrix "Geek Speak" event program with user-created sessions and industry bloggers as speakers.
  • �Drove market acceptance for cross-product sales by creating technical whitepapers, presentations and best practices supporting both global and regional marketing campaigns.
  • �Introduced into Citrix the use of social media, podcasts, vodcasts and chat rooms as marketing assets.
  • �Briefed industry analysts, media and c-level customers on emerging trends such as Green IT, Outsourcing & Consumerization.
Jan 2006Dec 2007

Director of Operations and Communications

Citrix Systems

Responsible for managing the operations of Citrix's applied research and development teams located in 3 locations globally, with specific focus on increasing the utilization of research output in product management and marketing. Led a team of research and development staff.

  • �Ensured requirements from product development, sales and marketing groups were included in research and prototype projects.
  • �Increased the rate of research projects that improved the current product range, closing the gap between innovative and incremental development.
  • �Widened the number of products receiving output of R&D projects from a single product group to multiple product groups.
  • �Produced and managed the production of whitepapers that utilized research output in formats that can be used for sales and marketing, education, analyst and media relations.
Jul 2001Jan 2006

Senior Manager, APAC Technical Support and Customer Care

Citrix Systems

Managed technical support resources and revenue for the Asia Pacific Region customers and partners. Later was responsible for the Pacific "Subscription Advantage" software maintenance program which drove approximately 20% of total annual revenue.

  • �Established a regional, high availability support organization with centres in Sydney, Hong Kong, Bangalore, Kuala Lumpur and Seoul.
  • �Built a on-site professional services business for 1 week - 2 month engagements throughout APAC.
  • �Grew annual services revenue from US$200K to 2 Million in 3 years, also increasing average services renewal rates from 65% to over 90%.
  • �Grew revenue responsibility to almost 10 million directly and 20 million indirectly through the additional management of the software maintenance program.
  • �Established an APAC-wide Customer Care Call Centre in addition to Tech Support, recruiting, managing and developing 25 staff in 2 years.
  • �Directly managed the Japan Subscription Advantage renewal sales team in 2005, doubling their annual sales from USD 2.4 to 5 million.
  • �Established the Implemented ITIL Service Delivery processes and functions.
  • �Achieved "world-class" customer satisfaction scores consistently over a 4 year period.
Aug 1998Jul 2001

Manager, Outsourced Management Group

Compaq

Managed the teams providing outsourced support to multiple customers Windows, Novell and Macintosh server environments. Assist bid teams as the Systems Management Subject Matter Expert.

  • �Grew management responsibilities from a single team of 6 to multiple teams containing over 50 employees.
  • �Increased productivity by successfully transforming the delivery model from individual customer based teams to a shared services model.
  • �Led the re-architecting of our largest customer's Citrix server farm, improving performance, uptime and customer satisfaction.
  • �Was involved in numerous successful contract bids, some of which were over US$100 million in scope.
  • �Implemented and managed numerous high-availability e-commerce server farms in the UK, Belgium and Sweden.
  • �Established ISO9001 compliant support processes which were used across the EMEA regional organization.
  • �Designed and implemented a cross-platform system monitoring application, saving the company and customer tens of thousands of dollars in hardware and licensing costs.

Skills

Web Platform Development
Developing sites by through integrating existing platforms tied together with custom code developed by myself or by managing developers
Enterprise Architecture
Developing architectures of technology, process and team structures that best need the organizations objectives
Process Improvement
Increasing efficiency and output through:   Identification and implementation of best practices from inside and outside the organization Implementing realistic, relevant and quantifiable metrics Thorough and ongoing resource training Adoption of approaches such as ITIL Process documentation Following CSIP (Continual Service Improvement Program)
Customer Satisfaction
Throughout my career, even when in non-customer facing roles, I have ensured that customers are satisfied with my work and that of my organization through:   Regular communication and updates Understanding the customers needs Setting and meeting realistic expectations
Communications
I am adept at clearly explaining the benefits of technology to a business audience, and more uniquely, the benefits of business objectives to a technical audience.
Managing People
I have proven track record of getting the highest results from the people I have managed through people focussed management, understanding and using the different motivational factors, results oriented goals, career development, inspriring people and most of all creating a team environment that fosters hard work, trust, supportiveness and openess.

Education

University of Technology, Sydney

Sydney College of T.A.F.E

Objective

To use my technical background, management skills and business acumen to provide leadership in an organization that demonstrates the value of I.T. to the technology community. 

Summary

An experienced business and people manager with 18 years experience in I.T. infrastructure development and support, I have a proven track record of exceeding targeted metrics in customer SAT, staff development, process improvement, cost control and revenue generation. Over the past 4 years, I have combined this experience with my passion for technology and my talent for bridging the gap between technology and business audiences to establish myself as a leader in utilizing emerging communications platforms for marketing, evangelism and industry thought leadership.