Ross Graham Email & Phone Number

Hucknall, Gb

After building a web following from the ground-up, I now have a writing team who provides some of the most comprehensive articles aimed at people with interests in the Miniature Wargames & Model painting hobby space.At the time of writing, the site is only 2 years old, FauxHammer.com has served a growing audience and currently sees over 150,000 monthly visitors.Getting to this level has required the employment of a wide variety of skills and now with a team behind us we will be able to specialise in more areas of our work - providing much better content for our readers.

Derby, England, United Kingdom

Responsibilities:-Own, lead and manage one or more projects-Develop funding and benefits plans-Define project scope and goals-Plan and schedule project timelines-Instil regular project governance & controls-Identify and manage risks and issues-Stakeholder engagement & management-Implement and assess quality standards-Own the business readiness activities-Guide Motorpoint teams through change, leading by example-Support wider group strategies and initiatives e.g. Diversity & Inclusion

Nottingham, United Kingdom

-Test and assure the quality of software at a functional and environmental level before release to the customer-Provide support of a customer’s user acceptance testing, taking a proactive role in helping the customer test for acceptance-Assisting customers to prepare for implementation, inclusive of providing configuration workshops -Responsible for system configurations in order to meet the customer’s requirements in line with the scope of the project and in order to achieve the required business benefits-Train customers on how to use the Microlise system-Responsible for the communication through appropriate reporting procedure and process to both customer and internal projects audience-Diagnose, log and manage issues through to resolution.-Gauge the need for timely escalation of issues and any changes having a significant impact on the project.-Direct management of customer relationships

Eastwood, Nottingham

-Using Diagnostic Method and SQL skills to validate system Bug’s raised by Service Desk staff-Coaching and mentoring of technical skills and product knowledge to Tier I & Tier II colleagues-Gatekeeping system bugs and managing prioritisation-Chairing regular prioritisation meetings to review and feedback on current bug status-Liaising with senior management staff

Eastwood, Nottingham

-First and Second-Line Customer incident support for issues with the MIcrolise Telematics Systems-Direct issue management and liaison for multi-national customer accounts-Using diagnostic method and SQL skills to analyse, diagnose and correct customer issues.-Formal escalation of system issues to Bug status where applicable. Ensuring clear and direct recreation steps for product developers and QA staff.

Mansfield, Nottingham

• Provide comprehensive 2nd line technical assistance and support for hardware or software related issues for over 175 hospitals and private care units nationwide.• Promptly respond to queries, identify problems and implement solutions as first point of contact.• Escalate IT issues to 3rd line support and IT Manager when necessary as well as supporting and maintaining HSS software packages installed on UNIX and LINUX servers.• Record and maintain escalated calls utilizing a logging system, allowing for more efficient management of incidents while coordinating support with third parties by phone and/or email.• Using excel to manipulate data from clients old systems into a format which is supported HSS own software.• Using SQL to perform initial data migration into Oracle and Postgres databases, ensuring successful project delivery for new clients.• Offer training and knowledge to new employees on company policies and assistance to enhance their abilities to use company systems.• Restructured & Maintained HSS internal Mediawiki system to provide key support information for all support staff.

Giltbrook, Nottingham

Sole Accountability for Business Development within Digital Plumbing, ensuring growth and improvement year to year. Including but not limited to;• Brand development• Marketing• Sales• Customer Engagement• Management• Budget• Workflow Process• Facilities• Workflow Efficiency• Website Development

Knowhow™ National Repair Centre, Newark

• Implemented video game style ranking system for the entire workforce, encouraging productivity whilst complimenting quality.• Successfully educated several Quality Assurance Testing Operatives to the promoted role of Engineer.• Staff Management, Development & Progression• Monitoring and Enforcing Workplace Policy & Process Compliance.• Ensure quality standards are met for 10,000 to 15,000 customer's repairs per week• Investigate returned failed repairs for operational improvement opportunities.

• To facilitate best-practise repair processes in a Repair Centre, including induction of new products and technologies.• To investigate consumer electronics, assess and reports on viability for including products in the Newark Repair Centre’s range of serviced goods.• To provide a central point of contact for all service partnerships with brand manufacturers.• To measure Development opportunities and communicate repair expenditure within the operation.• Work-up solutions to implement within process' and communicate to management teams.• Introduce Product and Brand Manufacturers to the Repair Centre, supporting the negotiation of service partnerships, including Accreditations.• Induct new products and brands into the Newark Repair Centre, create and refine repair process.• Identify Training Requirements for Engineers to ensure the centre is compliant with Accreditation agreements.• Manage Development Operation reports to ensure they are concise and accurate. • Set up QA & Development Operation processes/spec changes/accounts• Produce training/procedure notes/flow charts for Technical Staff.• To take responsibility for decision making, taking advice where necessary• Undertake any other tasks as directed by the QA & Development Manager• Escalate areas of non-compliance to relevant manager• Promote and Champion consistent workflow and output.• Encourage management teams to “buy-in” to proposed operation solutions• Operate within the Organisation Structure• Operate within Company policies and procedures• Impart knowledge to colleagues

• Constructed and directed a repair claim investigation team identifying attempts to circumvent “accidental damage cover” policies and rejecting fraudulent claims, saving £30,000 per week. This project is expected to save over 1.5m • Recovered, tested and re-worked spares from units written off under customer protection policies to use as refurbished parts, rivaling suppliers for our spares purchasing operation. Currently reporting predicted savings of over £250,000pa.• Managed multiple small scale projects and teams whilst handling a discomforting site closure and transition of over 200 staff.• Co-Produced a training video showcasing methods to identify excessive notebook damage.• Reconfigured KPI communication as a leading indicator to motive teams, directly rivaling monetary incentive scheme.• Compiled Diagnostic, Repair and Upgrade tools for colleagues onto USB format memory sticks to halve loading and operating times.

• Repaired over 12,000 Customer’s products• Laptop Repair for customers of Currys Dixons and PC World.• Applied skills in problem finding/solving and time management to exceed average repair quota above 30%• Developed a method to reclaim spares from stock considered beyond economical repair, to greatly deter cost of stock parts from the business. Saving 2.5M within the first year. (this was increased to 10M p/a by 2012)• Trained colleagues and directly investigated, potentially false extended warranty claims. Saving 1.6M p/a in false claims.• Assisted in the development of workshop Customer, Asset and Location management system.

Encouraged & utilized Customer Service skills and Technical Knowledge to identify and solve faultsover the phone.· Maintained customer loyalty in minimalist time to decrease call volumes.· Provided advanced technical skills to diagnose unfamiliar software queries for premium lines bringinga percentage of revenue into a warranty based service operation.

Nottingham, United Kingdom

Ilkeston, Nottingham

It, Maths, Physics, Graphic Design,

Gcse

Activities and Societies: Duke of Edinburgh - Silver Greece Production - Stage Design and Production