Ben Cowin

Responsible for onboarding, support, and customer success. Managed 7 direct reports including technicians, developers, customer service advisors and an account manager.

Attend weekly management meetings reporting on project output, service desk performance, platform health & customer retention.

Continue to write software for bespoke projects and contribute to the core framework. Develop tools for internal use to improve efficiency.

Developed a mobile app offering for the business (Xamarin), connecting to and improving existing platform APIs.

Responsible for the delivery of all projects, hitting financial targets, managing 4 direct reports and keeping customers updated. Also sharing other resources from the service desk for new installations & infrastructure.

Time was split between management duties and writing software for customers and internal tooling.

The pandemic caused cash concerns and switching to a SaaS model was the solution. Worked with the team to create an “out of the box” product with as many configurable features and settings as possible.

The success of SaaS reduced delivery time from 6 months to 4-6 weeks.

Worked on individual projects as well as updating and maintaining the framework (SEO best practices, compliance, delivery tools etc).

Regularly consulting with the CEO & CTO on infrastructure challenges (Windows/IIS/scaling).

Regularly involved in project management, translating stakeholder requirements into technical plans.