25 July 2018

Employee Spotlight: Steve O'Connor, Customer Support Manager

There are 3 core elements that contribute to Celaton’s success –reputation, capability and most importantly our people. Our team comprises of business, operational and technical experts with all the knowledge and experience needed to rapidly deploy and support inSTREAM to solve challenges even in the most complex environments. They enable us to continue to work towards our vision to be an organisation envied for its innovation, creativity and customer service.

steve oconnor articleA prime embodiment of this vision is Customer Support Manager and all-round service champion, Steve O’Connor. Steve is a key driving force behind our continual efforts to deliver exceptional service to our customers and his passion infiltrates every aspect of the organisation. We sat down with Steve to find out what drives him.

What gets you out of bed in the morning?
The smell of Coffee. Once I’m actually awake, I’m keen to get into the office to monitor what our customers are doing. Our data centre offers graphical minute granular reporting which shows me exactly what everyone is doing and the quantity respective to that. It’s a little bit like people watching but for me, but far more satisfying. Knowing that we are helping our customers provide a first class service to their customers.

What three words would you use to describe your role?
• Learning
• Challenging
• Rewarding

What is your biggest achievement to date – personal or professional?
I’ve been a part of many big projects in my life, I’ve worked for and with some amazing companies. From a professional side, my greatest achievement has been a bespoke integration system for a large manufacturing company. Completely designed and implemented by myself, this piece of kit imports over 5,000 sales order lines a day, revolutionising and optimising the sales activities of that company.

From my personal life, getting married. As anyone else who has gone through the process can attest to, it is the single greatest feat of project planning and budgeting that you can go through. Especially with a demanding wife – hopefully, she won’t see this.

What is your motto or personal mantra?
Enjoy the job you do – love the people you work with. I believe any job in the world can be made the best job in the world when you are surrounded by talented and fun people.

What piece of advice would you give some starting out in a technology customer support role?
Support is such a great place; whether you’re starting out your career and haven’t decided where you want to go just yet or you’re a battle-hardened 3rd line support technician, there is always something new that you’ll have to learn.

If you’re just starting out; read as much as you can, speak to as many people as you can – this will help you decide where you want to go to with your career and you’ll learn some really neat stuff along the way.

There’s loads of advice and help on the internet that will help you understand the technology that you’re going to be using. Your manager should be encouraging you to sign up for resources such as Stack Overflow or Pluralsight, if they aren’t, you should be asking! The key thing is to get motivated and enthusiastic about learning new things.

From a personal point of view, make sure you understand what people want and are asking before you reply or react, in order to do that, you kind of need to slow down. Which is what your brain is telling you not to do! Some of my greatest mistakes have been made by not understanding exactly what is/was being asked.

going live picture

What is your favourite film and why?
Really tricky question! I really enjoyed Moneyball. One of Bradd Pitt, Jonah Hill and Phillip Seymour Hoffman’s lesser-known movies. It’s based on a true story and it’s a sports movie so it’s bound to get stars from me.

What you probably didn’t know about Steve is ….
I was on Going Live if anyone remembers that, many years back.