Roger

Cracknell

Roger000

23 Valley Road,
Letchworth Garden City,
Hertfordshire,
SG6 4EB,
England

Tel: +44 7976 983832

Email: roger@dmuk.org

 

A respected Data Quality and Process Compliance team member who meets challenges with enthusiasm and hard work. Uses natural ability and technical skills to relate to people across multiple countries, cultures and disciplines in order to achieve positive results. Good at organising workloads. A self-motivated team player who regularly takes on new responsibilities and adapts well to new roles. Always looking to eliminate bad practices, identify system changes that can reduce costs and drive same through to implementation.

 

 
Employment History

 

2007 - Present

 

 

 

 

 

British Telecommunications plc

 

Data Quality and Process Compliance

End-to-End data governance/advisory role spanning Order Entry, Inventory Database, Incident Management and Network Management systems.

  • Assisting Customer-facing teams to significantly improve performance and reduce costs by resolving complex system/data issues across any/all of the above
  • Analysis of user issues, determination of Root Cause(s) and ownership of improvements to ensure user-experience is enhanced

 

2004 - 2007

 
 
 
 
 

Support of a Global Helpdesk Ticketing system

  • Management of Inventory Database
  • Administration of Network Management Database and monitoring systems
  • Data Quality improvements of all the above
  • Operational improvements through better inter-operation of all the above
  • User Acceptance Testing of system upgrades

 

2002 – 2004

 
 
 
 
 

Service Introduction of new contracts

  • Ensured that Helpdesks had all the necessary information and systems access to be able to support customers to agreed service levels
  • Reviewed designs and requested technical changes when deemed necessary

 

2001 – 2002

 
 
 
 
 

Internal Helpdesk Support - Administration of Management Alarm Systems

  • Management Systems service improvement  to remove redundant alarm activity and ensure that only valid alarms are presented to the correct Helpdesk(s)

 

1994 – 2001

 

      Customer Helpdesk 2nd/3rd-line Technical Support

      EDI & X.400 corporate messaging switches

  • Enhanced system configuration to eliminate redundant functions and saved Customers significant delay (and costs) in dispatching goods

1993 – 1994

 

Customer Helpdesk

1st-line Cisco fault-handling

·         Dealt with Customer calls, fault logging and fault resolution

 

1988 – 1993

 

Prestel Information Management and Technical Support

·         Supported Editorial Teams for online business systems (including earlier role on "MicroNet800")

·         Maintained online portal software

 

 

1983 – 1987

 

Various roles in Insurance, Banking and IT

 

 



Education

Remedy AR System 7.5 Developer training (BMC, Egham, UK)

BMC Remedy AR System 7.5: Foundation - Part 1 (WBT)

BMC Remedy AR System 7.5: Foundation - Part 2 - Completed 25-Sep-2009

Remedy AR System 7.x Developer training (Cirquent, Vienna, Austria)

 

Oracle Certified Associate (exam 1Z0-051 completed 5-May-2010, currently studying for 1Z0-052)

 

German language course; studied to C1.3 level with the Goethe-Institut

 

First Aid at Work
Radio Amateurs’ Examination

Buckhurst Hill County High School
English, Mathematics, Physics, Computer Studies

 

 

Date of Birth

 

20th November 1963

Nationality

 

British

Marital Status

 

Married

Driving Licence

 

Full