Career Details:

Objective   Personal  Education   Interests   References

Sony Corporation : 

June 2000 - Present   1997 - 2000   1996 - 1997    1991 - 1996    1990 - 1991

Other companies:

1988 - 1990   1984 - 1988   1979 - 1984

Objective: 

A new challenge with scope to use my experience within a wider area in Europe

12 Chestnut Leys

Steeple Claydon

Buckinghamshire

MK18 2RR

Tel: +44 (0)1296 738 110

email: catchd@freeuk.com

Married, Male , English, Date of Birth 01/02/1957

Top

In June 1999, based on the success of my then assignment in Brussels, I was asked to under take responsibility as project and operations manager for Sony's new Pan European contact center initiative. This was the first phase of a process to rationalise the many locally based call centers across Europe servicing all of Sony's mainstream products.

The initial intent of the project was to create a center in Heerlen Netherlands and thereafter to develop a virtual call center organisation involving a number of sites, managed through Cisco ICM technology. The center was also enabled for full IP support using Cisco's IPCC product. This was one of the first such sites for Cisco in Europe and thus involved many of the challenges associated with Beta implementations.

The primary goal for the project was to go live in early 2001 providing support for Sony Direct Sales. Despite the technical challenges and the political nature of the project, the site went live on schedule and today continues to expand its role in Sony's business in Europe.

Top

In April 1997, I was requested to undertake a strategic project for the company which required moving to continental Europe on an extended contract. The project involved the design, planning and implementation of a multilingual technical support and customer care center for Sony's new VAIO PC product line. The location as selected was Brussels due to its proximity to Sony's logistics center and was sited in a co-source facility. The site went live in July 1998 providing direct support to the UK, German and French markets. Before moving to my new assignment, the coverage had expanded to include Italy, Benelux and Scandinavia and involved use of 3rd part outsource resources for 1st level service coverage. In addition to providing first level support, the organisation also included support engineering, training and 3rd party management resources. I had direct management responsibility for over 80 staff when reassigned. In addition to the experience of setting up a Greenfield site as regards recruitment, systems and process, I also had direct involvement in devising the approach to service marketing and in managing relationships with configuration/logistics center, engineering, product marketing and 3rd Parties.

Top

The Information Technology Group was founded in October 1996 to prepare the Sony Branded Computer Business for the release of the Sony PC. My responsibilities were the development of technical support services for the new range of products in the UK including new accessory products such as the Digital Still Camera. This included the control and development of helpdesk facilities and the interface and management of various third party maintenance companies involved in the provision of our hardware warranty services.

As the new group was part of Sony Consumer Group I was tasked with integrating with the consumer service groups to enable efficient usage of resources. I was also tasked to work on a Pan -European basis as a part of a team to develop a more centralised model of services, up to and including a move to a centralised call center. In addition to my responsibilities as customer support manage, I also held the position as Chairman of the Service Managers Group within the Computer Suppliers Federation and was a member of Sony's Environment committee.

Top

As the result of a world wide reorganisation, the computer branded and OEM businesses within Sony were merged into the above division. At the same time sales and marketing of the UNIX product ceased.

My role in the new organisation was to manage a team dedicated to the support (both internal and external) of the computer peripheral products (CD-ROM, Displays, DDS, Jukeboxes). The team was responsible for service issues arising with our products. Using previous experience and history of support, I was responsible for the development of warranty repair services. As Sony did not carry the overhead of its own maintenance team, I was responsible for negotiation with and management of several third party service providers. This was done in conjunction with local companies and Sony service centers abroad. Due to the increasing demand from true end-users (SOHO) and the lack of any internal systems, I instigated the evaluation and eventual delivery of a software helpdesk system to facilitate improved response and management of customer queries.

Top

In response to a request from Sony I joined to establish the support organisation for their UNIX products marketed by Microsystems. Being a start-up operation reporting directly to headquarters in Cologne, the responsibilities of the job were many. The role introduced me to the evaluation and selection of third parties to maintain product. With growth came extended staffing responsibility and the creation of service contracts and policy.

Top

First technical support person employed in Europe by US start-up company Ardent (Graphics Super-computer Vendor). The role required involvement in almost all aspects of the business, but specifically the support of the UNIX system V OS, the range of vectorising/parrellising compilers and the unique 3D graphics software Dore. As part of the sale cycle of the graphics super computers much time was spent on code analysis and benchmarking customer applications.

Alongside the creation of the pre-sales environment I also created a service support structure.

Top

Recruited as pre/post sales systems support engineer. Rapidly involved with UNIX customers, due to experience. Rapidly promoted to the product support team as a UNIX Support Specialist. This was the UK center of excellence backing up the field support teams.

I was responsible for all aspect of the UNIX OS, promoting the concept both internally and externally. I trained all Apollo personnel in basic UNIX appreciation. Product areas were UNIX, C , Ada , FORTRAN, 3D graphics, X-windows.

Heavily involved in the European marketplace providing assistance to other country teams. Developed UK beta release procedure for Domain-OS, the combined sys V and BSD 4 UNIX product.

Top

Joined as trainee software engineer, working in CAD software design/maintenance group. I quickly gained experience of FORTRAN and primitive communications between a variety of machines ( IBM 3080 TSO-MVS, DG NOVA 4 RDOS, VAX/VMS, UNIX system 3 ). My responsibilities were the specification, design and implementation of graphics editing programs for the design of large PCB's. I was also responsible for implementation of auto-routing algorithms designed by GEC Hirst research center. My experience included the benchmarking and evaluation of both graphics and computer systems. I provided internal support for the Megatex graphics package 'TEMPLATE'.

Top

Upper Second Class Honours