Rolf Krolke's Email Addresses & Phone Numbers

I am a highly motivated, skilled and experienced support and delivery services senior manager specialising in account management, engagement management, people management and operations management. My key abilities and experiences are in people management, customer engagement, researching and developing effective strategy and driving change within a business unit/organisation. I am a strong, dynamic and consultative leader. I...

I am a highly motivated, skilled and experienced support and delivery services senior manager specialising in account management, engagement management, people management and operations management. My key abilities and experiences are in people management, customer engagement, researching and developing effective strategy and driving change within a business unit/organisation. I am a strong, dynamic and consultative leader. I am passionate about delivering people, process and technology solutions that enable customers to maximize their IT investment. I have a proven ability to motivate people to achieve the best they can and have been instrumental in the career development of numerous colleagues. I find it rewarding and invigorating to work across business units within an organisation to deliver world class support services and solutions. I am customer experience focused and am responsible for the delivery of customer’s satisfaction relating to Service Management Consulting engagements. I have a significant amount of experience meeting customers at a Director/C level to discuss services and solution opportunities, review escalations of critical incident/problems and building customised support processes as part of contact negotiations. Many of my key achievements involve managing a variety of transformational projects across the different business units. This has involved working with senior executives from Finance, Engineering, Sales, HR, Marketing and Support and Services from around the globe in order to achieve results. I have vast experience in the recruitment of new staff and I possess exemplary time management and organisational skills. I have extensive experience in managing, coaching and mentoring staff.. Specialties: People Management. Strategy Development and Execution. Operations Management.Engineering Support Manager @ Responsible for the day-to-day management of a team of Cloud Engineers based in Sydney and supporting customers around the globe. Responsible for attracting, developing and promoting talent for one of the fastest growing IT companies on the planet. Accountable for providing AWS customers the best support experience, every time. Responsible for driving operational process improvements leveraging LEAN and Six Sigma methodologies. From March 2015 to Present (10 months) Sydney, AustraliaSenior Engineering Manager, Customer Service and Support @ • Responsible for the day-to-day management of a regional team of Premier Field Engineers and IT Service Management Consultants across New South Wales, Western Australia, Singapore, Indonesia and Malaysia. • Accountable for delivering of Key Performance Indicators such as Utilisation, Customer Satisfaction, Budget, Allocation, Market Growth and Contract Consumption. • Responsible for the growth and development of the Microsoft IT Service Management business across Asia-Pacific region. • Management and execution of regional programs to further develop and improve the Global Business Support organisation. From December 2012 to February 2015 (2 years 3 months) Sydney, AustraliaEngagement Manager @ Since joining Microsoft Australia in November 2012, I have had the opportunity to work across Premier, Consulting, Sales areas of the Services Business as well as engaging with the Account Transactional Unit on large Premier opportunities. My key focus has been on Microsoft Premier’s large accounts in the financial, retail, mining and government sectors. I have been pivotal in driving the evolving Service Management Consulting practice across Australia through the introduction of governance, risk management and business management practices. From November 2011 to December 2012 (1 year 2 months) AustraliaAccount Service Senior Manager @ • Accountable for the overall management, measurement and capability development of a team of Technical Account Managers focused on delivering Premier support services to Dell’s ProSupport customers across Australia, New Zealand, United States and Europe. • Manage operations costs within budget constraints, look for opportunities to reduce costs and regular interlock with the Finance Team to review performance. • Regular service delivery and contract review meetings with Premier customers across the Large Enterprise and Public segments throughout Australia & New Zealand. • Responsible for Customer Experience results across the Premier Support Services team. • Present monthly and quarterly reviews to executive management on the team’s performance, highlighting key wins and opportunities, progress towards strategy implementation, business performance and leadership asks. • Regular interlock with Sales leaders across all segments, identifying support services growth opportunities and strategy, holding a $10.8M USD target. • Global Program Lead for several strategic initiatives within the Technical Account Management team. These are: Business Intelligence, Front Line Capability, Tools & Automation. • Regional Program Lead for Siebel CRM. From August 2010 to November 2011 (1 year 4 months) Technical Account Manager - Team Lead @ • Accountable for the day to day operations of 22 professional staff located in Sydney, Australia and Austin, Texas. • Facilitate customer facing meeting to discuss support opportunities, present value of Dell Services and build customised support processes. Assist inside and outside sales teams with tender responses and presentations. • Performance measurement through the development of KPI’s and associated scorecards. • Responsible for Customer Experience across the TAM and SDM Team. • Regular interlocks with delivery and support partners and customers to find opportunities to improve the support experience. • Global Critical Situation Manager accountable for resolution of catastrophic failures on Dell or their partner’s hardware/software (Microsoft, VMware, RedHat, Cisco, etc.) • Regional Program Lead for Seibel CRM and Process development and deployment covering China, Hong Kong, Japan, South Asia, Taiwan and India. From August 2008 to August 2010 (2 years 1 month) Technical Account Manager @ • Incident and problem management for Dell customers who purchased ProSupport or Premier Enterprise Support. • Executive level communications for all critical and major incidents. • Work with a dedicated group of accounts to provide regular service history reports. • Development and presentation of incident reports to customers. • Process and procedure development to drive efficiency and standardisation across the support services organisation. From April 2006 to August 2008 (2 years 5 months) Enterprise Support Engineer @ • End to end ownership of incidents related to Dell hardware and software. • Troubleshooting and resolution of hardware failures occurring on Dell’s PowerEdge servers, PowerVault storage or Dell|EMC SAN’s. • Resolution of software issues on Windows 2000 and 2003 operating systems. • Engagement with Engineering for complex issues. • Management of customer escalations. From November 2004 to February 2006 (1 year 4 months) Network Engineer @ Network engineer providing deployment services to small to medium business across Australia. Specialising in Windows 2003 Server, Exchange 2003 and Citrix From October 2003 to November 2004 (1 year 2 months) Master of Management, General Management @ Macquarie University - Graduate School of Business From 2008 to 2011 Post Graduate Diploma in Management, General Management @ Macquarie Graduate School of Management (MGSM) From 2009 to 2009 Post Graduate Certificate in Management, General management @ Macquarie Graduate School of Management (MGSM) From 2008 to 2008 Batchelor, Information Systems @ Australian Catholic University From 1999 to 2002 Rolf Krolke is skilled in: People Management, Operations Management, Strategy Development, Customer Relations, Incident Management, Siebel, Microsoft Certified Professional, Server Architecture, Team Leadership, Team Management, Customer Engagement, Agile Methodologies, Management, Microsoft SQL Server, Technical Architecture