Newsletters
Support
- Mike Day (Support Team Manager/Support Team Leader - Nursery Care)
- Mike James (Support Team Leader - Domiciliary and Agency Care)
- Paul Anderson (Support Team Leader - Residential Care)
- Clair Dunn (Support Team Leader - Hardware)
Read related newsletter articles (PDFs):
- 2007
- Quarter two
- 2005
- Quarter four
Mike Day
Support Team Manager/Support Team Leader - Nursery Care
Joined Coldharbour: April 1997
As a part qualified accountant, Mike worked in management accounting for a record company in London before developing his technical skills as a programmer, writing in C and Visual Basic. Although Mike was initially approached by Coldharbour for his programming skills, his accountancy background made him a strong candidate for our rapidly expanding support department. With eight years experience under his belt, Mike was asked to manage the support team in January 2006. As support team manager, Mike, supported by his team leaders has a number of key responsibilities:
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Managing changes to support processes.
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Maintaining focus within the department on customer support needs.
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Providing a point of contact for clients wishing to escalate a support issue.
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Ensure continuous performance improvement within the department with an on-going programme of training and development.
According to Mike, clients have often said that he resembles a cross between Brad Pitt and a young Richard Gere (see what you think!)
Email Mike Day.
Mike James
Support Team Leader - Domiciliary and Agency Care
Joined Coldharbour: March 1997
Prior to joining the Coldharbour team, Mike worked in customer relations for a multi-national company in Gibraltar. Within a month of his first interview to become a support analyst, Mike and his family had up sticks and moved to Bristol. At that time there was a small support team and each member of the team had to support all of the products we supplied.
By January 2006, and with an ever-increasing range of products being developed, the support team was split to provide our clients with dedicated product specialists. Mike became Support Team Leader for Domiciliary and Agency Care. As well as continuing to provide support to our clients, Mike is also responsible for co-ordinating his team's activities and, in addition, ensures that each member of his team undergoes a continual personal development programme. Mike also ‘handholds' our new domiciliary and agency care clients who may require a little more support during the initial stages of the live running of their systems.
Outside of work, Mike splits his time between Bristol and his home in Slovakia where his family are now living. Mike is a member of the board of trustees for The Pituitary Foundation *.
Email Mike James.
Paul Anderson
Support Team Leader - Residential Care
Joined Coldharbour: March 2003
Paul has a strong background in IT support, having worked for a large Internet Service Provider prior to joining Coldharbour. In order to spend more time with his children as they grew up, Paul worked part-time at his previous employment before taking a full-time role at Coldharbour when his children were older.
Paul started his life at Coldharbour in the offline support department, carrying out scheduled client work including product upgrades, system configuration and migrations. In 2004, the offline and online support departments joined forces and this was followed in 2006 with the reorganisation of the support department into product-centred teams. Paul initially worked in the Domiciliary and Agency Care team before an opening as team leader in the residential care team presented itself and Paul was chosen to fill the position.
Outside of work Paul continually challenges himself with various tests of fitness and stamina. In 2002, Paul learnt how to swim in order to complete a series of triathlons. This was followed in 2004 and 2005 by a number of half marathons. In May 2007, Paul completed a cycle ride from Lands End to John O'Groats.
Email Paul Anderson.
Clair Dunn
Support Team Leader - Hardware
Joined Coldharbour: June 2003
Prior to joining Coldharbour, Clair worked in IT training specialising in Microsoft, Novell and Citrix. Clair joined the Coldharbour family in 2003 as a hardware support analyst and was promoted to support team leader - hardware in 2006. In addition to providing support to our clients, Clair's main responsibilities as team leader include team appraisals, personal development programmes as well as specialist support for our Hosted Services platform.
Hardware support and the hardware department work very closely to provide a seamless and efficient service to our clients. As well as supervising hardware engineers who regularly work on the support desk, Clair's team can also escalate any support queries which cannot be rectified remotely or by phone to the hardware department.
Email Clair Dunn.
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