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Colin Mead
Vice President Global Technical Services at Pure Storage
Colin Mead is an experienced executive currently serving as the Vice President of Global Technical Services at Pure Storage, a position he has held since May 2015.1 With over two decades of international support and services leadership experience in the high-tech industry, Mead has established himself as a prominent figure in supporting global enterprise customers.3
At Pure Storage, a company known for providing flash storage solutions and analytics, Mead plays a crucial role in maintaining the company's reputation for outstanding customer experience. Pure Storage has grown significantly, now serving 11,000 global customers and boasting an impressive 81.4 Net Promoter Score, the highest in the industry.2
Under Mead's leadership, Pure Storage has implemented several initiatives to optimize customer support:
- Adoption of ServiceNow Technology Provider Service Management (TPSM) to centralize customer support and streamline processes.2
- Implementation of Service Bridge, which has reduced mean time to resolution from 27 days to 6 days.2
- Proactive monitoring of customer environments, with up to 72% of cases being raised by Pure Storage before customers notice issues.2
Mead's commitment to customer service is evident in his approach to technology adoption. He states, "ServiceNow is as committed to creating a great customer experience as we are, and we've seen it deliver on that commitment over the years. It's our partner of choice for reliable, high-performing solutions."2
Throughout his career, Mead has received several honors and awards, including:
- Star Award: Best Emerging Company (Support) from The SSPA in 2009 and 2010
- Excellence in Service Operations (ESO) - Global Certification from The Technology Services Industry Association (TSIA) in 2012
- Certified Technical Services and Support Program - Global Certification from J.D. Power and Associates in 20121
Mead is also actively involved in addressing cybersecurity challenges. He has noted that his team frequently witnesses the devastating impact of ransomware on organizations and government agencies worldwide, highlighting the importance of cyber resiliency in today's digital landscape.4
Highlights
My team unfortunately gets to witness first hand the devastation that ransomware has on organizations and government agencies around the world. The attacks are becoming more frequent and increasingly sophisticated with almost zero hope of data recovery once hit without adequate protection in place.
Pure”s SafeMode feature has literally been a lifesaver for our customers that have it turned on, enabling them to instantly restore data from immutable snapshots on the arrays.
SafeMode is included at no extra charge as part of Pures Evergreen subscription to innovation.
From a CIO after recovering from a recent attack “Simply, Thank You!!!”
No more words needed.
