Product-Led Growth Fundamentals

Delivering a world-class customer support experience

Scrum Fundamentals Certified (SFC)

Providing programme support for Squirrels, the newest section of Scouts providing skills for life to 4-6 year olds.

Assistant County Commissioner - Squirrels

Leading the media and communications team for all members across Gloucestershire and Tewkesbury.

County Media & Communications Lead

School Liaison Volunteer

I was elected as Deputy Member of Youth Parliament for Cheltenham & Tewkesbury in 2005 where I helped represent my constituency along with the Member of Youth Parliament.

Deputy Member of Youth Parliament

Coaching leaders on the phased roll out of the new Early Years section (Squirrels).

Squirrels Cohort Coach

Bringing skills for life to young people aged 6-8 years on Mondays & Tuesdays.

Beaver Scout Leader

1st line support team taking phone calls from customers who were experiencing issues with services provided by Star. This included troubleshooting mail issues, DSL broadband issues, security related issues with firewalls including VPN tunnels and also domain and DNS queries.

Service Desk Analyst

Collaborating with business stakeholders to lead and implement a scalable IT service management (ITSM) solution across multiple business functions, including 24/7 operation teams. Using a variety of technologies available to solution an application suite that underpins a set of streamlined, one-size-fits-all, ITSM processes, including integration with monitoring tools, incident communication tools and automated change control. 

A key responsibility is also integrating other teams into both the IT service management application suite and the processes. From requirement gathering to analysis to finally full implementation, I have been successful in integrating over 10 teams with a user base of 500 users which includes using the same operational processes as other teams.

Achieved solutions include:

- Marval Service Management: Supporting 1,000 business users, key component of ISO 270001 certification & fully resilient with a 100% uptime availability.

- JIRA Service Desk (Data Center) 

Principal ITSM Solutions Engineer

Leading the technical roll out of a new, highly scalable collaboration platform (Atlassian product suite) that was in response to a business problem to bring ITIL best practice to the cloud platform organisation. Responsible for engaging key stakeholders throughout the design and implementation stages.  

Skills developed: Expert understanding of Marval Service Management, JIRA Service Desk, Confluence, Crowd, OpenStack, Galera MySQL, Apache, Nginx, ITIL, Windows Server 2008/2012, Microsoft IIS 7.0, .NET Framework 4.5, Microsoft SQL Server,  SQL Server Management Studio,

Senior ITSM Applications Specialist

Developing, implementing and leading the strategic strategy for Symantec's incident communication tools, built using Atlassian Statuspage and PagerDuty. Adopting ITIL and Agile methodologies to develop an integrated, global, toolset that delivers world-class incident and change notifications to Symantec's cloud customers.

Leading the technical delivery of the toolset working in partnership with Symantec's Cloud Command Center, our toolsets deliver service status and planned maintenance notifications to Symantec's thousands of customers, reaching over 11,000 subscribers and 8.5million pageviews.

Product Owner - Statuspage

Responsible for making configuration changes to customer devices and cloud services. A change request would be raised by the online portal and sent directly to the Change team. Requests included changes to Cisco switch, Juniper SSG firewalls, Nominet UK domains and Microsoft Exchange.

Change Management - Support Analyst

Responsible for monitoring and maintaining the Symantec .cloud infrastructure which includes responding to monitoring alerts, attempting to fix these alerts in a timely manner, escalating to third line engineers or development teams in fourth line.

Security Infrastructure Administrator

Providing world-class messaging to Broadcom's Software customers through a global Service Status platform for incident management powered by Atlassian Statuspage and ServiceNow. Working with internal teams from engineering to operations in providing customer focused communications during outages, service degradation and scheduled or emergency maintenances.

Successfully consolidated 24 products into 8 curated pages which involved migrating 14,000 users without causing an impact and migrated the Broadcom Service Status landing site (status.broadcom.com) from Amazon Web Services (AWS) to Google Cloud Platform (GCP) within a week.

Engaging with key stakeholders to further on-board Broadcom's Software Products onto the Service Status platform which includes Project & Portfolio management (PPM), Payment Security and DevOps providing a single platform for our customers.

Product Owner - Service Status

As a Tech Team Leader, you know that service interruptions are inevitable. When they happen,
you want them to be controlled organised and to go as smoothly as possible. But to do that, you need a status page that can communicate and easily fits into your current workflow.

The problem is that all of the status page providers seem like they’re just copycat versions of one
another. There’s no real distinction and no real-life humans to talk to.

You’re already feeling rushed and pressured from the latest incident, but it’s taking forever to get
your questions answered and to figure out if this will work for you.

At Sorry, status pages are our obsession. Sure, it’s a strange thing to obsess over. But that
obsession allows us to handle millions of status requests every month.

The next incident could happen at any time; if it does, you need to control who gets
informed and how. As an obsessed status page champion, I'm here to help you get set up. Let's connect!

Customer Experience Manager

Building Newlytic · Customer Experience @ Sorry™

Know about Nic Coates’s work experience, education, bootcamps, certifications, and much more. Nic Coates