Skills/

Experience 

Data Quality/Information Management of customer inventory database (Oracle)

SQL (basic level)

Assessment of change requests and developments

Trouble-shooting

Root-Cause Analysis

English (native-speaker), German (good knowledge)

Able to work with virtual teams in a global environment

End-to-End systems management (Order systems through to Incident/Network Management)

End-user support (in a global Remedy ARS environment with over  6,000 users)

Use of a wide range of industry-standard products (MS Office etc.) as well as many bespoke applications

Contact/

Personal

details

B2.09A

British Telecom

Hercules Way

Leavesden

Hertfordshire

WD25 7GR

UK

Email:               [email protected]

Xing:                 https://www.xing.com/profile/Roger_Cracknell

LinkedIn:          http://www.linkedin.com/in/rogercracknell

Mobile:             +44 7976 983832

Work:               +44 1923 667328

Date of Birth:   20^th November 1963

Nationality:       British

Marital Status: Married

Achievements/

Profile

Recognised as "Company Guru" in regard of the E2E systems/processes of an in-house, global, Remedy ticketing system (with 6,000+ users and 20,000+ customers).

Resolving issues regarding the inventory data held in back-end database, up-stream ordering systems and network management data raised by users

Advisory role on implementing new contracts effectively.

Responsible for development requests/usage policy of the Inventory Management System.

Configuration of Remedy system to provide correct functionality

Valued member of the user-base representative forum

Education

Buckhurst Hill County High School

English

Mathematics

Physics

Computer Studies

Goethe-Institut “Zertifikat Deutsch B1” (German language)

(still studying – currently in C1.2 level semester)

First Aid at Work (Erste Hilfe)

Radio Amateurs’ Examination

Employment History

2007 - Present

Data Quality and Information Management [Current role]
Project Management role covering incident ticketing system, inventory DB, network and order management systems
Currently working to maintain/improve data quality of inventory database used by multiple systems (including Remedy-based incident management system and billing for example)
Inventory database data quality & information management
Responsibility for improving/ensuring quality of inventory data and access to same via in-house portal

2004 - 2007

Administration/user support/testing/development reviews for a Global Helpdesk Ticketing system                                         (Remedy application)
Inventory Management of associated 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
UAT of system upgrades

2002 – 2004

Service Introduction of new contracts
so that Helpdesks can reliably support customers to agreed service levels

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

1993 – 1994

Customer Helpdesk - 1st-line Cisco fault-handling

1988 – 1993

BT Prestel Information Management and Technical Support
supporting Editorial Teams (including previous role on "MicroNet800")

1987 – 1988

Telemap Group (Part Of East Midlands Allied Press) 

Database Administration (“Micronet 800”)

1986 – 1987

Bank Of Credit And Commerce International 

Visa Card processing/production

1983 - 1986

Fenchurch Insurance Services 
Insurance documentation production

References

available upon request