David Selwyn

Background

About David Selwyn

Experienced IT, Support and Account Management Professional. Holds UK Engineering Council Incorporated Engineer status and full Professional level Membership of the Institution of Engineering and Technology and the British Computer Society. Cloud Computing and SAN (Storage Area Networks) certified. Extensive experience working with Small and Medium to Enterprise and Global sized organisations and companies. • Customer Field Service and Support Management experienced. Projects, implementations and assignments experienced. • Familiar, comfortable and effective working at all customer levels to include engineers, technologists, managers and executives. • Technically competent in Cloud Computing, Storage Technologies, Networking, Cyber Security, Host/Server technologies and IT software applications. Can lead and drive to resolution customer escalations/issues/concerns. • Maintains and builds Customer Satisfaction (CSAT), Experience (CX) excellence and Net Promotor Score (NPS and eNPS). • Identifies, promotes and builds-on account development opportunities. • Very experienced with live critical or Major Incident escalation and resolution management, remedial analysis, post incident review, root and failure cause analysis production and delivery. • Experienced developing and implementing Account/Customer recovery, stabilisation and Service/Relationship Improvement Plans. Skills: Account Management | Customer Support/Liaison | Service/Technical Account Management | Cloud Computing | Cyber/IT Security | Converged/Hyper-Converged Infrastructure | ITIL/ITSM | Sales Support | KPI’s/CSF’s | SLA’s | CSAT/NPS | Project Management | Troubleshooting | Problem Solving | Service Improvement | Field Service Management | Communication Skills | Interpersonal Skills | Presentation Skills | Report Writing | Escalation, Incident and Resolution Management | RCA | Account recovery/Stabilisation | Risk Assessment/Mitigation | Customer Service | Mentoring | Coaching | BSI/ISO/IEC 27001 and 9001 | Quality Management Systems | EMC Storage/Networking | Cisco/Brocade/Broadcom | Dell Servers/Compute | Dell Storage/Networking | Business Continuity/Disaster Recovery | Fibre Channel | SAN/NAS/CAS Storage | Ethernet | TCP/IP Networks | LAN/WAN/MAN | iSCSI | Virtualisation | VMware | STEM Skills | Linux/Unix | MS Office Suite and Windows