Graeme Byers Email & Phone Number

Dalgety Bay, Gb

Dalgety Bay, Gb

Edinburgh, Scotland, United Kingdom

Utilisation (of billable resources and across revenue streams)Customer satisfaction (internal customers i.e Customer Delivery and Professions)Operational EfficiencyPlanning: Plans personal work in line with overall team goalsStakeholder Management - Builds strong relationships with stakeholders in Customer Delivery and Professions through open communication, empathy and diplomacy.Planning & Organising - Manages own workload and competing priorities effectively. Contributes to the planning of business unit activities.Influencing & Negotiating - Able to advocate for the business unit/company and influence internal and external stakeholders. Knowing when to hold firm, escalate or compromise.Capacity Management - Understands the importance of capacity management in resourcing professional and managed services in a consultancy. Owns and manages reporting of capacity, driving improvements to the way in which Cloudreach views and responds to capacityDemand Management - Understands the drivers and dependencies in demand management (upstream / downstream) and how this contributes to revenue, profitability and utilisation in CloudreachResource Management - Understands the requirements for effective resource allocation across projects and services. Manages the communication and enables decision making for effective resourcing taking into account skills and capabilities of resource pools as well as requirements of engagementsDesign & Development - Providing advice, feedback and support to the business unit on initiatives. Promote best practice within the team and ensures quality of work with ownership to ensuring continuous improvement to those processes relevant to the function that best serves the businessTechnical Knowledge

Edinburgh, United Kingdom

Jobs specific to me:• Designed, created and managed a hardware matrix of all supported hardware within the business• Create, update and maintain our 'Standard Operating Procedure' libraryGeneral Tasks• Liaise with Account Managers about the requirement of Service Engineers.• Scheduling Service Engineers daily work.• Dispatch, monitor and close service calls to Service Engineers.• Co-ordinate Service Engineer daily activities.• Monitor engineers and ensure daily productivity is maximized• Proactively manage local SLA and engineering escalations• SLA reporting & trend analysis• Report all absences to Engineering Manager• Report installation progress to Engineering Manager and Account Managers.• Manage and Maintain Service Engineers holiday requests and remaining allocation.• Inform Maintenance Department of spare part requirements on behalf of engineers• Organise spare parts to go to Service Engineers for service calls.

Edinburgh, United Kingdom

• Data entry • Report creation in the form of written word documents and excel spreadsheets. • De-briefing our couriers at the end of each day to ensure all figures correlated between our IT systems and hard copy, as well as investigating any discrepancies.• Monitoring couriers geo-location codes to ensure compliance• Contacting couriers throughout the day for updates and enquiries• Dealing with customer enquiries both over the telephone and via our internal systems and email• Liaising with other service centres around the country.• Dealing with customers in a face to face role at our reception • Handling cash and card payments• Locating customers’ parcels for collection.• Delivering late parcels to customers• Collecting and sorting ballot boxes for Scottish and UK Elections.• Sorting and highlighting customer feedback comments from our website

Edinburgh, United Kingdom

• Data entry • Report creation in the form of written word documents and excel spreadsheets. • De-briefing our couriers at the end of each day to ensure all figures correlated between our IT systems and hard copy, as well as investigating any discrepancies.• Monitoring couriers geo-location codes to ensure compliance• Contacting couriers throughout the day for updates and enquiries• Dealing with customer enquiries both over the telephone and via our internal systems and email• Liaising with other service centres around the country.• Dealing with customers in a face to face role at our reception • Handling cash and card payments• Locating customers’ parcels for collection.• Delivering late parcels to customers• Collecting and sorting ballot boxes for Scottish and UK Elections.• Sorting and highlighting customer feedback comments from our website(Temporary agency position that became full time)

Portsmouth, United Kingdom

I had joined the forces as an Artificer Apprentice, on the fast track to becoming an officer aboard the UK's nuclear submarines, unfortunately however due to an injury sustained during basic training I was medically discharged from service.

Hnd Computing: Technical Support, Computing, Pass

Education record