Microsoft Certified: Power BI Data Analyst Associate

Bachelor’s

Technical Support Manager

Strategic program manager professional with a track record of stakeholder management, project planning and KPI delivery. Strong understanding of business drivers and reporting. Applies in-depth knowledge and understanding of client support requirements to oversee and manage projects.

• Developed and implemented a new Premier Support Partner offering to deliver heightened support for our Partners that grows as their business increases.
• Automated Management reporting and alerts, ensuring all KPIs were available in a single up-to-date report and all case alerts were pushed to the primary collaboration tool.
• Managing a portfolio of support partners, overseeing project planning, execution, risk management, and quality assurance. This includes 4 multinational IT companies generating over 5000 support tickets a year.
• Conduct regular status meetings, prepare comprehensive reports, and present project updates to key stakeholders and senior management.
• Orchestrate the seamless integrati

Senior Program Manager

• Successfully led and mentored technical support teams, fostering a collaborative and high-performance work environment. I empowered team members, encouraging their professional growth, and ensuring a customer-centric mindset.
• Focused on ensuring high levels of customer satisfaction. Consistently monitored and analysed customer feedback to identify areas for improvement, working closely with cross-functional teams to implement necessary changes to enhance the overall customer experience.
• Committed to optimizing support processes and workflows to increase efficiency and reduce resolution times. By implementing best practices and leveraging modern support tools, I have achieved significant improvements in operational efficiency.
• Through the application of strong communication and problem-solving skills I successfully managed critical and escalated issues while ensuring the engineers concentrated on resolving the issue as quickly as possible.
• Cross-Functional Collaboration: As a 

Ian Hamblen

builder of simple, privacy-first web tools. I made [Oddjobby](https://oddjobby.co.uk/), free PDF, image and UK tax tools