Guest Speaker - Peter Baker, Microsoft

 

Peter Baker based in the UK and is Platforms Support Director of the Global Technical Support Center (GTSC) Europe Middle East & Africa (EMEA).

 

The GTSC brings together local support experts in a single organization, providing 24/7 support to customers across EMEA.

 

As Platforms Support Director, Peter is responsible for managing all aspects of the service delivery operation, customer interaction and product group relationships for GTSC Platforms Support. He oversees the regular business as well the financials of a developing and growing organization, which is distributed across Europe.

 

Peter is also managing the change of the business towards a global set-up and delivery model, delivering both proactive and responsive high quality support services to Microsoft’s Enterprise customers in EMEA. In his current position, Peter has been responsible for successfully delivering the best ever customer satisfaction for the Premier Customer in Europe.

 

Peter will share the following with the TSANet membership present;

 

• How the GTSC is organized, regionally in EMEA and how it forms part of a global operation
• What are Microsoft enterprise customers’ needs and expectations for the future?
• How is the GTSC adapting and planning for changes in future customer service requirements

 

Peter joined Microsoft in 1995 as a Regional Support Centre Team Manager. Prior to joining Microsoft, he was Manager of Operational Computing Systems at P&O European Ferries and also spent several years as Computer Services Manager for BAeSEMA and Sema Group.

 

 

Guest Speaker - Graeme Hackland, Renault F1 Team

 

An enterprise customer’s perspective on vital vendor support …

 

"The responsibility of the IT Department is to support and empower all areas of the Formula 1 Team, ensuring they maximise the benefits of the available technology. I want our users to focus on their own skill areas, progressing our team’s aim to win the World Championship, with the benefit of the best IT available.”

 

Originally Graeme worked in South Africa as a computer engineer then as a Novell Network Support Analyst before being promoted to Technical Manager of Compustat Ltd. On moving to England he eventually joined Benetton Formula Ltd as a Network Support Analyst, and in 2002 became I.T. Manager.

 

Just as the state-of-the-art high performance F1 car is built from a complex array of subcomponents, relying on close involvement etween partners in the event of issues - the same is also true of enterprise IT solutions – what does the sophisticated IT user want/expect from their vendors to support them better? Graeme will set out the agenda and requirements as Renault F1 Team sees it for vendors and TSANet to offer even better support.

 

• An overview of the Renault F1 Team mission, people & operational structure
• The wide range of IT hardware, software and services required to keep the modern F1 team on the road to success!
• Graeme’s ‘wish list’ from the IT service & support community to keep in pace with Renault F1 Team’s needs