Steve Cranston Email and Phone Number

Providing ICT support and assistance to staff and students at multiple primary and secondary schools in the education sector. Resolved multiple technical issues for staff and their students in regards to their software and hardware requirements. Onboarded new students and staff to access the school’s systems using multiple administrative applications. Ordered and procured new ICT equipment to meet the evolving demands of the school community. Addressed issues affecting the performance and connectivity of the school network causing the school community to be unable to complete tasks relevant to their role.

I provide help and assistance with building new access to their telephony platform based on their requirements as well as resolving issues that they client may face with usability. Telephony Applications: supporting and indirectly training over 1000 users on the correct use and management of applications to enhance efficiency and business capabilities with in the clients defined role. Customer Engagement: ensuring that all customer enquires are dealt with in a timely manner addressing any user issues or requests with a professional response, defining what is required in order to achieve the desired outcome Teamwork: working with in a team of 30 people in order resolve complex issues that arise through operations, preventing future issues arising. System Administration: facilitating the required tasks in order to ensure that all access requirements are completed successfully and efficiently in order to prevent future issues arising.

My role was to provide support for the sales call centres around the country with regards to the telephony system the business implements.Telephony Applications: supporting as many as 2000 users across the country by providing multiple outbound campaign strategies as well as administrating multiple inbound routing strategies, generating business revenue and customising modern marketing strategies. Report Generation: summarized and generated reports for all 10 sales call centers providing data relevant feedback to each centers to optimise their operations. Training & Facilitating: ran multiple workshops for new users on how to use the various applications including softphone and administration applications to assist management with feedback for their teams in order to enhance operations. Project Coordination: assisted in facilitating deployment of a new telephony platform across the business spanning across multiple call centers nation wide, defining requirements and developing initial administration for smooth operation.

My position was to answer customer queries about the launch of the Citysearch website as well as doing some data entry and administration tasks.System Administration: Updating customer information across multiple systems to ensure that they had the correct and relevant details for their business for the updated websiteCustomer Management: Providing relevant and timely information to customers regarding their business information and answering any queries they had about the product in a professional and courteous manner.Teamwork: Working with multiple people to ensure that all calls were answered within the defined requirements and that all assigned workloads were completed within the allotted timeframes.