1. Scott Dowden
Mob: 07801 350911 scottdowden@me.com
Professional Summary:
An experienced,enthusiasticITprofessionalandleaderwithakeenfocusondevelopingteams
and individualstorealizetheirfullpotential.
Skilledatunderstandingbusinessrequirements/challengesanddevelopingstrategiestoresolve
these.Aneffective projectleaderandverycapable managingtoughcustomersituations.
Key Attributes
● BuildingandDevelopingNew Teams.
o Recognizedforbringingtogetheradispersedteamandbuildingthemintoa
cohesive highfunctioningteam.
o Adeptat identifyingkeyindividualsandskillstobenefitthe overall team.
● StrategicThinkingandProblemSolving
o Able toworkefficientlyinemotionallychargedsituationsmakingdecisionsthat
have a longterm impactrather thana shorttermgain.
● Leadingcultural transformation,change management,optimization,andprocess
improvement.
o Specificallychosentoleadthe Middle-East,Africa,RussiaandTurkeyteam
because of my cultural adeptnessandabilitytoworkeffectivelywithdifferent
cultures.
o Lead twoteamsthroughthe recentSymantectransitions.
● Translatingthe strategicvisionintogoalsanddeliveringresults.
o Developedthe new Core deliverablesforthe BCSteamroles.
o Developedthe new Keyperformance indicatorsandmeasuresforthe team.
● Strongabilitytomotivate teams.
o 100% scoredon the latestManager review byemployees.
● Adeptat buildinginternal andexternal relationships.
o Strongrelationshipswithkeydecisionmakersinlocal Salesteam –Country
Manager Level.
o Relationshipswithkeycustomercontacts.
● Projectmanagement.
o Global ProjectLeadon the RolesBasedCurriculumproject –To create a
frameworkforbothon-goingtraininganddevelopmentforexistingstaff
membersaswell ascreatinga comprehensive programfornew staff members.
Throughthese programswe aim to create a baseline of core competenciesand
deliverablesforall jobroles.
o Global projectleadonNew Hire training & Mentoring- The goal isrevise and

2. redefine the new hiretrainingandmentoringprograms.
● IndustryExperienceandKnowledge of:
o Messaging
o Archiving,e-discoveryandcompliance.
Career History:
Employer: Symantec Software
Position: Various Positions
Dates: June 2005 to Date
Symantec is the largestmaker ofsecurity software & the 7th largestsoftware company in the world with
18,500 employees & generating revenue of$6.7bn (2014).
April 2015 to Date: Snr Manager,BusinessCritical Services
Leading a multi-functional team of 16 individualscomprised of Technical accountmanagers ,Service
delivery engineers and clientmanagers.Managing140 key Symantec customers with annual revenue of
circa $7 million USD.
Responsiblefor technical services delivery(Premier) to key Symantec customers in UK,Ireland, Nordics and
Emerging regions.EMEA responsibility for Symantec's Trust Services and Identity & Authentication services
business.
Key Deliverables Include:
90% Customer retention.
15% YOY Business growth - Stretch 25%
Build and Maintain technical proficiency in the team.
Ensure continued high value/high quality servicedelivery.

3. Achievements:
Successful Integration of Client Managers into the Premier business.
Increased customer basethrough the Symantec company split.
Builtoperational structureto ensure success in the new Symantec business.
Increased revenue through Symantec transition to security focused business.
August 2013 to March 2015 Snr Manager, BusinessCritical Support
Leading a team of Business Critical Accountmanagers (BCAM’s) responsiblefor 80+Symantec business
critical accounts(Circa$6.5 million) located in the Middle East, Africa,Russia and Turkey.
Key deliverables:Leadingthe team through the transition to our new Business Critical Support(BCS)
offering and the new requirements of the BCAM role. Bringingthe dispersed individualstogether to form a
strong cohesivehigh performing team. Buildingstrongrelationshipswith the Country Managers in this
region and working with them to ensure that our most critical customers purchasethe BCS offering.
Project lead on the followingprojects:
Roles based Curriculum – a global projecttasked with providingan effective education program for all BCS
employees.
Gold Standard – A global projectto define the gold standard in servicedelivery for BCS employees
Support Integration – An Emea based projectwith the goal of improvingthe relationshipsbetween the BCS
and technical supportteams.
November2012 to July 2013: Manager, BusinessCritical Support
Responsiblefor a mixed team of Business Critical engineers (BCE’s) and Business critical accountmanagers
(BCAM’s) based in the UK.
Key deliverables:Leadinga team to ensure they met key goals and KPI’s,includingefficientand effective
on-site delivery (BCE’s) and maintaininga 90%+customer renewal rate (BCAM’s). Guidingthe team
through the company transition under the new CEO.
Workingwith the leadership team to define the Priorities to improve Responsiblefor definingthe new
career path matrix,goals and KPI’s and evaluatingthe technical services offered to our customer’s through
the Business critical engineers.
July 2008 to November2012: SeniorPrincipal BusinessCritical Consultant
Senior Principal BusinessCritical Engineer in the Business Critical Services Team,responsiblefor providing
the highest level of technical supportand services on Symantec’s enterprise level products to its Strategic
Accounts - major enterprise customers, on premium contracts.
Key deliverables focus on:delivery againstrobustKPIs includinginternal and external servicelevel
agreements; customer satisfaction ratings;and customer retention / contractrenewal.
Responsiblefor resolvingcustomer escalationsand drivingproductchangerequests involving:engaging
with clientand internal teams; performing in-depth analysisof issues;identifyingand researchingfit-for-

4. purpose technical solutions;and installingand testingamendments.
Provideon-site supportof high availability products e.g. EnterpriseVault to customers under various
Windows platforms to ensure business continuity.
Personally responsiblefor engagingwith key customers and buildingrelationshipsatsenior decision maker
level to drivelong term contractual arrangements.Clients includeBP, Credit Suisse,BarclaysGroup,JP
Morgan Chase,RBS, BT, London Stock Exchange and IBM.
June 2005 to July2008: Enterprise Vault Backline Engineer
Recruited as a BacklineEngineer, responsiblefor providinghigh-level technical supportto customers using
the VERITAS/Symantec data archivingproduct - Enterprise Vaultand delivering fit-for-purposesolutions
for utilization in multi-user / multi-location environments.
Key deliverables focused on:delivery againstrobustKPIs includinginternal and external servicelevel
agreements; customer satisfaction ratings;and customer retention / contractrenewal.
The role involved resolvingescalations fromFrontlineand Advanced Line Engineers unableto provide
effective solution or required technical assistance.
Accountable for reporting ‘bugs’ and for makingrecommendations and suggestingenhancements to
deliver improved customer serviceand product performance.
Wrote technical specification documents / Transfer of Information packages for known issues and
forthcoming product features for use by internal Frontlineand Advanced Line Engineers.
Responsiblefor training,mentoring and coachingless experienced members of staff.
Personally responsiblefor engagingwith key customers and buildingrelationshipsatsenior decision maker
level to drivelong term contractual arrangements.Clients includeBP, Credit Suisse,BarclaysCapital,RBS,
Rabobank,Pfizer and Airbus.
Earlier Career:
Jan 2004 to June 2005: HP: Exchange Server Support Engineer
Sep 2003 to Dec 2003: Man Financial:ExchangeConsultant
Mar 2001 to Aug 2003: Compaq / HP: Exchange Server Support Engineer
Oct 1999 to Feb 2001: MicrosoftCorporation:Exchange Support Engineer
Feb 1999 to Oct 1999: Compaq Computer Corporation:Exchange Server Support Engineer
Feb 1996 to Nov 1998: MobileTelephone Networks: Exchange Systems Engineer

5. Qualifications:
Itil V3 Foundation
Microsoft Certified Systems Engineer (MCSE)
Certified Novell Administrator
Certificate in Information Technology
Matriculation (South Africa): 6 Including English and Mathematics (Equivalent to O-Levels)
Professional Development:
WitwatersrandTechnikon:InformationSystemsI& II;DevelopmentSoftwareI& II(Cobol);
Turbo Pascal;AccountingSkills;SystemSoftware I& II;and C/C++
SYS-CON:CertifiedNovellAdministrator(CAN)
WindowsAcademy:AdministeringNT;Core TechnologiesNT;NTEnterprise Technologies;Core
TechnologiesMS;and Exchange 5.0
Microsoft:AdvancedTCP/IP(RPC);VBA;Active Directory;andExchange 5.5 to 2000 Migration
Symantec:Enterprise VaultBasictoAdvancedtraining,debuganalysis,SQLserver2005/2008
fundamentals.Multiple Aspiringmanagerandgeneral managementtrainingcoursesforexample
leadinganeffective team,crucial conversations,presentationplus,coachingfundamentalsand
leadingthroughchange.
Technical Expertise:
OperatingSystems:Windows7,2003,2000, NT 4, 95/98; and Novell Netware 4.1/ 4.11
Hardware:CompaqServers,Desktops&Raid;Dell Servers&Desktops;and3Com Hubs&
Modems
ProgrammingSoftware:C/C++;VBA;andVB Script
Front Office Software:MsOffice upto 2013, Visio,MsProjectand ClarifyFrontOffice
Back Office Software:MSSQL Server2000/2005/2008; Exchange Server2010, 2007, 2003, 2000
& 4.0/5.0/5.5; Enterprise Vault5.0/6.0/7.0/7.5/8.0/9.0; Active Directory,Terminal Server;
InternetInformationServer;Wins;DNS;Arcserve;Netmon;Faxination;Certificate Server;MCIS;
MAILsweeper4.3;Double Take;BEAP;X400 (messagingprotocol);andSMTP /ESMTP
Personal Details:
Address:8 Dovecote Road,Reading,RG28UJ
Languages:EnglishandAfrikaans
DrivingLicence:Full UK(Clean)