Alex Mccraith Email & Phone Number

United Kingdom

London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

London, United Kingdom

London, United Kingdom

Responsible for progressing customers' sales orders through to a live operational system that meets the customers' needs. Projects include: phone systems, SIP Trunks, MPLS circuits and Ethernet circuits. As a Project Coordinator an understanding of both the customers' needs and the scope of the project is essential and allows practical application of CCNA knowledge. Whilst not all projects are the same typically all projects will have:• Pre-sales meetings to ensure the correct solutions are being sold.• Post-sales meetings to review the customer's orders and gain an understanding of key points the customer has mentioned to the Account Mangers.• The creation of a Project Plan outlining the orders, summary of the project and timeline.• Drawing of a Network Diagram detailing the expected set-up.• A Programming Document to outline the phone system configuration and ensure that the phone system is configured to meet the customer's requirements.Projects are typically inter-departmental, they often require communication with external providers and in some instances; sub-contractors. Whilst liaising with different departments and providers, it is important that the customer is kept up to date of all developments and that the timescale meets the customer's requirements. Upon successful implementation of a project the Project Coordinator is responsible for liaising with the customer to ensure that any necessary changes are made before the project is completed.

London, United Kingdom

Promoted to a Senior Support Technician in October 2015.Key responsibilities included answering customer calls and emails, logging support cases, managing a queue of cases and achieving case resolution within the Service Level Agreement (SLA). As primarily dealing with business users it was important to identify potential workarounds to ensure minimal customer impact while the case remained open. Key responsibilities and achievements included:• Diagnosing customer issues and offering 1st and 2nd line support and, where necessary, liaising with Suppliers or a 3rd line engineer. • Designing the format for and producing, the weekly departmental statistics which were used within the department and sent to the Joint Managing Directors.• Reviewing customer complaints and concerns and producing a report for review by the Customer Service Director.• Developing a loan hardware process and worksheet which allowed the department to track loan hardware and the Team Leader to easily identify any outstanding hardware.• Monitoring – Being responsible for managing Technicians' queue levels, allocating cases and running reports to check various SLAs. Also entailed ensuring Support Technicians were available to answer customer calls.• Duty Manager – In addition to usual duties, providing customers with out of hours (evening and weekend) support, reactively progressing support cases and where necessary escalating cases to a Joint Managing Director.

Siem Reap, Cambodia

The Marketing Executive based in Siem Reap, Cambodia. Key achievements include helping to create a new See Cambodia Differently website, implementing a number of SEO techniques into the new websites and working on brand development for the company. Other roles include:• Promoting the company using a number of Social Media sites.• Using a number of online travel platforms such as Tripbod & Trekiz to further the companies reach.• Helped to develop new tours/packages to offer clients.• Designing, writing and publishing a monthly newsletter.• Designing a number of new documents as well as Re-designing existing documents to send to clients.

Madrid Area, Spain

Based in Madrid as part of the Corporate Human Resources Team, with a main role maintaining and updating Amadeus e-Learning World (AeLW) which is an e-learning site available for all Amadeus employees. Other roles included:• Maintaining and updating AeLW.• Offering first level support to in excess of 7400 global AeLW users.• Marketing AeLW using a variety of techniques.• Designed and created a departmental database to replace existing excel documents.• Accredited Amadeus Internal Faculty Member and taught English on a weekly basis.

Bachelor Of Science (Bsc), Computer Forensics, 2.1

Education record

BTEC National Certificate IT Practitioners (General) – Double Distinction A level History, AS Business, Foundation Spanish