Colin Dunn

Background

About Colin Dunn

Started off opening small web hosting businesses, that grew to a total of 6 figure revenue through their lifetime. The last business was acquired for a humble 5 figures - by a $100+ million Cloud/Web Hosting PLC + Have worked hands on with hardware/infrastructure in data centres as a 3rd Line Systems Engineer in a Deloitte Fast 50 firm.+ I led the Tech Support function and Quality Assurance team within a Deloitte Fast 500 SaaS startup for over 3 years - and delivered hourly/daily consultancy services on large customer projects. Reporting directly to the CEO, he had opted to merge Tech Support, QA and Content Writing functions under one roof - this enabled us to shape the product around the customer needs and problems. I leveraged this position, writing release documentation and technical articles on bug fixes/features before they were rolled out. Ensuring Tech Support was always a step ahead of releases. The QA Testing + Tech Support + Customer Support + Content Writer function grew from just myself running all 4 commercial channels in the earliest days. to 2 tech support engineers and 3+ customer success reps, and 2 QA testing engineers - as the company grew rapidly.+ I am now the Technical Manager of an amazing team of 3rd line/senior Support Engineers in an IAMS (Authentication) business unit, part of a multi-billion $ firm. We focus on cyber security within the financial sector (Fintech/OpSec)- I work primarily with banks of all shapes and sizes globally to implement the latest Authentication technology and meet compliance standards. My team responds to incidents with clients cloud or on-prem solutions, usually large multi-location load balanced clusters. The "Incidents" are anything from a simple question on functionality.to identifying bugs. to responding to major outages caused by anything from a simple customer technical mishap, to completely failed hardware, corrupted data.+ As the manager, I carry out technical interviews and make hiring decisions. I am responsible for onboarding new hires, and providing training internally between teams - I also work with Pre-sales, Product Mgr, Engineering and Professional Services collaborate with the whole Business Unit. I test POC's with pre-sales, push for bugs/enhancements to be implemented with Product/Eng, and assist with technical faults during Professional Services projects. All this is on top of handling my own fair share of tech support cases, acting as a route of escalation for the technicians in my team and others - always leading and driving cases to conclusion.