John Straker Email & Phone Number

Chertsey, Surrey

I am responsible for managing incidents from support within EMEA that have a major impact to clients and to manage the escalation until resolved.

Chertsey, Surrey, United Kingdom

Winnersh, Wokingham, Berkshire

The role of the SDM is to drive Operational Excellence in delivering a world-class "On Demand" service experience. The key focus is to deliver day-to-day success of the Remedy On Demand (RoD) to designated clients by delivery the best Software-as-a-experience Service (SaaS) experience. Overall, the SDM is accountable for the delivery of SaaS operations activities to assigned clients and to build strong and trusting relationships with the client.

Reading, United Kingdom

3 month contract working at Microsoft within the Global Business Support organisation. My responsibilities are to support the business country managers within Western Europe by reducing incident backlog, and to work with the support engineers to progress stalled-cases towards resolution, whilst improve customer satisfaction levels.I also identify opportunities for improving the service by introducing best practice whilst ensuring adherence to support processes and standards.

Slough, United Kingdom

Promoted to a management position within premier support responsible for the service delivery team and fostering new business within Europe. Responsible for the planning, communication and execution of the team’s goals and objectives, and to performance management team to drive results and to ensure that the quality of services provided meets standards and customer expectations.Developed internal relationships with business units and collaborated with sales and channel sales teams to build account pipeline and develop new business opportunities in region.Successfully achieved 100% customer satisfaction and product retention and without loss of business.Point of contact for all critical issues/major escalations; working closely with the support, development, and senior executives.

Egham, United Kingdom

Promoted to senior position in premier support responsible for defining the strategy for delivering relationship-based services and establish the policy, standards and procedures for the service delivery team. Scheduled1-2-1 meetings with direct reports to measure performance using KPI’s, and identified opportunities for continuous improvement through coaching and development.Hosted conference calls with other support regions focusing on global consistency, identified areas of ‘best practices’ for adoption globally, and opportunities for business process improvement.Escalation sponsor for several strategic accounts representing the service delivery team reporting any major/critical issues that requires heighten awareness to senior executives. Collaborated with the Enterprise/Channel sales teams to assist in the pre-sales activities for selling services to potential enterprise clients, and support marketing events to promote new business opportunities.

Egham, United Kingdom

I joined as a Support Account Manager responsible for developing the support relationship with up to 6 Top Fortune 500 accounts, across all lines of business. I was the single point of contact for clients and being the customer advocate for their service needs, and to provide proactive services to further develop the clients’ BlackBerry environment.

Egham, United Kingdon

I changed role to manage the support relationship between vendor support team and 3rd party Partner support organisations that provided tier 1/2 support to Remedy End-users, and to manage the partner approval status against the support criteria defined in the support agreement.I was the single point of contact for 79 System Integrators/Partners providing assistance on support process & customer care issues, whilst developing the relationship between both support organisations.I was instrumental in developing a dashboard that measured quality of services being provided by partners and to enforce adherence to policy and standards, and that KPI’s are fully achieved.

Egham, United Kingdom

I developed in a support account manager to manage up to 3 large, enterprise clients to provide relationship-based, proactive services. I was the point of contact for their open incidents and acted as a conduit between the clients support and vendor support teams.

Bracknell, United Kingdon

I started as a support engineer that provided tier 1 support to Remedy end-users and partners, to respond to support calls, dispatch incidents to the team, and troubleshoot technical issues towards resolution.

London, United Kingdom

Managed the quality management system for the commercial division, responsible for planning and carrying out of internal audits on business processes, projects and consultancy assignments, and maintenance of the QMS. Developed into the National Quality Assurance team to assist with the planning, design, and implementation of the new Quality Management System. Instrumental in the strategy to transition the documented QMS into a new Graphical User Interface environment using the Intranet.

Ashford, Middlesex, United Kingdom

Responsible for promoting quality to all international sites and provide support and assistance towards gaining certification. Instrumental to the strategic planning and direction of quality-related activities within Informix Corporation, whilst managing the ISO 9000 certification for EMEA Customer Services, including support, maintenance contract administration, consultancy and user training.

Ashford, Middlesex, United Kingdon

Responsible for project managing and implementing ISO 9002 certification for UK and Germany support centres and to worked with other european sites seeking ISO approval.Successfully extended ISO 9002 certification for France, Sweden and the Czech Republic 100% first time and within planned timeframe whilst retain certification to existing sites.

Ashford, Middlesex, United Kingdon

Managed the accredited support centres that delivered 1st & 2nd Tier support whilst developing new business by selling maintenance support contracts for the database products

Ashford, Middlesex, United Kingdon

Project managed internal projects within customer services including the outsourcing of the 1st line helpdesk to 3 authorised support centres, and the design, development and support for the contract maintenance system.

Ashford, Middlesex, United Kingdom

Team Leader for the Office Automation helpdesk managing team of 10 staff responsible for providing 1st line support to end users.

West Byfleet, Surrey, United Kingdom

A Level, Eng.Drawing, Computer Studies

Activities and Societies: MetalworkO Levels, A Levels

Gcse Level, Mathematics, Chemistry, Technical Drawing, Geography, Accounts, C

O Levels

Activities and Societies: Sports, CCF

Education record

Education record