guillaume deleeuw

Built and led a high-performing multidisciplinary Support team, implementing scalable processes, tooling, and documentation to improve operational efficiency. Acted as a player-coach, resolving complex technical escalations and driving a customer-first approach to support delivery.

Oversaw EMEA Enterprise Technical Support Operations, directly managing and mentoring a team of 7 skilled professionals to achieve KPIs and exceed customer expectations. Utilised Business Intelligence tools to create, maintain, and manage comprehensive reports, driving data-informed decisions to enhance team performance and operational efficiency.

Led incident management efforts for IT systems across the UK region, ensuring swift resolution and minimal disruption to business operations. Implemented and managed advanced monitoring and paging systems (VictorOps, DataDog, and Nagios) to increase system observability and proactive issue detection.

Led incident management efforts across EMEA, collaborating with Engineering teams to prioritise bug resolution based on business impact and ensuring swift incident resolution. Managed and trained the on-call support team, overseeing paging software (OpsGenie & PagerDuty) to maintain readiness and responsiveness.

Led a team of nine Tech Support Engineers, managing escalations from Tier 1 to Tier 3 and coordinating with various departments to ensure swift issue resolution. Designed and implemented projects to enhance support processes and ensured the team operated professionally to deliver an exceptional customer experience.

Led the Tier 2/3 teams as a Subject Matter Expert, providing advanced support on Authentication, Security, API, SSL, DNS, and other network-related issues. Oversaw the Tier 3 Support Architecture queue, managed escalations from Tier 2, and ensured timely, effective resolution of complex technical issues.

Served as a key technical resource, guiding Tier 1 teams and other departments through live chat to resolve complex issues and ensure accurate technical positioning. Addressed and resolved customer inquiries via email and callbacks, managing escalations from Tier 1 and maintaining accountability for Tier 2 iCloud/iTunes Store Support queues.

Skillfully handled an average of 70 phone calls daily, addressing Tier 1 iOS/mobile device inquiries (iPhone, iPod, and iPad) and delivering exceptional customer service. Stayed up-to-date with new Apple products and processes to ensure a seamless and informed customer experience.

Seamlessly integrated Fax Servers into client networks on-site, adhering to internal protocols and specifications. Performed Tier 2 troubleshooting through callbacks and remote control for issues escalated from Tier 1 support.

Supervised and maintained 250 Microsoft Windows computers used by teachers and students, guiding new software and processes to ensure efficient use and smooth operation. Administered eight servers running various operating systems, including Linux, Red Hat, Debian, and Microsoft Windows Server (NT4 to 2003).

Completed an Advanced Technician Certificate in IT Management with a focus on Network Administration. Gained expertise in managing and maintaining network infrastructures.