Welcome to meet the experts
Welcome to “Meet the Experts” where you get to learn a little more about the experienced specialists behind Spinnaker Support. When we ask our clients “What makes working with Spinnaker so special?” they list out several reasons, but the most common answer we get is… “the people”. We’re excited for you to get to know more about these amazing and highly experienced people. And good news, when you decide to work with Spinnaker, you just might be partnered up with one of these awesome individuals we are featuring.
What is your role at Spinnaker Support?
I’m handling the director role for Application Support Services in EMEA. It’s all about looking after our applications, mainly in the Oracle space, across Europe, the Middle East, and Africa. I’m the go-to guy for anything touching the application side of things, especially the front ends. Basically, my bag is making sure everything runs smooth for our users who aren’t too techy.
In your words, what does Spinnaker Support do?
We’re here to provide support for applications and technologies, often stepping in where the usual vendors might not cut it. Our whole game is support – nothing else. This means we’re not getting sidetracked by developing new products or other stuff like that. Our team is all seasoned pros, no one’s learning on the job. We focus on making sure our customers get the expert support they need.
How did your journey in the tech industry lead you to Spinnaker Support?
My journey to Spinnaker was a blend of professional relationships and shared values. I was approached by Anthony Cefola, our VP for Technology, whom I’ve known professionally and personally for many years. We had worked well together in the past, and when an opportunity arose at Spinnaker, he thought of me. The decision to join was influenced heavily by Spinnaker’s commitment to integrity and excellence, values that I personally resonate with. This, combined with my background and skills in Oracle applications, made the role at Spinnaker a perfect fit.
What degrees and certificates do you currently hold?
I’ve got a Bachelor of Commerce in Information Systems, which is right on target for what we do here. But I’ve also kept up with continuous professional development. I’m certified in the old school stuff like Siebel and Oracle and the new waves like Salesforce and Microsoft Azure. This mix helps me and my team stay relevant, no matter what our customers are moving onto.
What Spinnaker Value most resonates with you and why?
Integrity’s the big one for me. It’s all about trust, isn’t it? In the world of tech support, trust is paramount. Our clients rely on us not just for solutions but for guidance through complex challenges. This trust is built on a foundation of integrity – being honest, transparent, and accountable in all our interactions. This value is critical in forging lasting relationships with our clients and ensuring they feel confident in our services.
Is there a particular project or accomplishment at Spinnaker Support that you’re most proud of?
One project that stands out is our response to the log4j security vulnerability. We were able to develop and deploy a fix much faster than the industry standard, exemplified by Oracle’s slower response. This not only demonstrated our team’s deep technical expertise but also our commitment to proactive and responsive service. It was a significant accomplishment that underscored our ability to handle urgent and complex challenges effectively.
Can you share a particularly challenging case you worked on and how you resolved it?
A particularly challenging case involved Cancer Research UK. They faced a critical issue with their Siebel system due to changes Microsoft made to Exchange. This threatened their primary channel for fundraising. We developed a bespoke solution, integrating their system with the new Exchange setup. This solution was critical in ensuring their fundraising efforts continued uninterrupted during a particularly difficult period. The success of this project was a testament to our team’s ability to develop innovative solutions under pressure.
What excites you about the future of technology and Spinnaker Support’s role in it?
The future of technology is incredibly dynamic, and what excites me the most is the shift towards more user-centric, flexible solutions. This aligns perfectly with Spinnaker’s ethos of empowering organizations to chart their own technological paths. As technology becomes more integrated into every aspect of life, our role in supporting this integration in a way that is both efficient and tailored to individual needs is increasingly vital.
How do you envision the impact of emerging technologies on your work?
AI’s the big talk these days, right? I see it playing a role in making our support delivery smarter, like with ticket triaging and gathering info quicker. But it’s not about replacing us – it’s about making what we do even better. We’re still the ones with the know-how, the experience. AI’s just a tool to help us do our job better. The human element – our experienced team – remains central to providing the nuanced and complex support our clients require. In the end, it’s all about serving our clients better.
Can you share a fun fact about yourself that not many people know?
Here’s a bit of a weird one – I once ran a 56-mile Ultramarathon, trained for six months for it. I was so bored with it that I couldn’t even look at running shoes for months! These days, I prefer disconnecting from technology when I’m done for the day and spending time on my tractor.
When you work with Spinnaker, you get to have someone like Darren on your side
