Nick MacKechnie

Stuck somewhere between family life and IT...

October, 2004

Blog - About

About Nick MacKechnie

My name is Nick MacKechnie and I am a Principal Service Delivery Manager at Microsoft New Zealand.
I am responsible for a group of customers that have a direct managed support agreement in place with Microsoft. This involves ownership, escalation, coordination, liaison, facilitation, and communication of all aspects associated with the ability of Microsoft to effectively support and manage technical issues and ensure resolutions are delivered within an acceptable and agreed timeframe.

Microsoft Premier Support is designed to identify and prevent problems, increase system availability, reduce development cycle times, and decrease the time required to find effective resolutions for new problems. We know, from our experiences, that for every hour your team spends discussing problems with our Support Professionals, they, on average, spend four times that amount researching and troubleshooting the issue themselves. Our aim is to short-circuit that loop and keep your business up and running.

We do this through proactive engagements such as Operations Consulting (ITIL/MOF), Proactive Healthchecks, Supportability Reviews, Technical Workshops, Service Delivery Planning, understanding business requirements and helping customers align and deliver to business expectations.   

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