Mark Alejo

Experience

• 

  John Lewis

  Oct 2003 - Feb 2011

  Customer Collection PointWorking in a fast paced environment usually serving 60 face to face customers a day, making sure customers leave the store with a positive shopping experience by providing a professional last point of contact. Organising purchased goods to the appropriate shelf allocations. Working in a team of 10 has helped me develop my teamwork skills; furthermore the fast paced environment has also provided me with both time management and communication skills.Being flexible by providing support to various stock departments when areas are understaffed. Show less Audio and Electrical AftersalesFirst point of contact for customers on the phone dealing with failed deliveries and faulty electrical items purchased in store.Working in a team comprised of 8 in a high-pressured environment dealing with a minimum of 30 customers per day on the telephones.Dealing with irate customers in a calm and professional manner and escalating customer problems when necessary.Organising engineer callouts when requested by customers.Demonstrating flexibility by providing assistance to the front of house service desk when required. Show less Working in a team of 15 providing face-to-face customer service for up to 50 customers a day, which helped further develop my interpersonal skills.Handling till transactions and organising customer dispatches when required, paying attention to detail at all times to maintain a high level of professionalism and a pleasant shopping experience for the customers.Refilling and maintaining stock levels on the shop floor to ensure that stock is available for customers to purchase. Organising incoming stock deliveries from the warehouse.Ensuring that stock room is tidy and verifying available stock, ordering required stock from the warehouse usually by fax to ensure stock is available for the next working day. Show less

  • Sales Assistant

    Oct 2007 - Feb 2011

  • Admin Clerk

    Mar 2007 - Oct 2007

  • Sales Assistant

    Oct 2003 - Mar 2007
• 

  Thomas Pink

  Jan 2012 - Mar 2012

  IT Support (Short term Contract)

  Supporting up to 230 users onsite and globally via phone, email and face to face. Using VNC Viewer to remotely troubleshoot software related issues.Documenting and logging each call utilising the TrackIt call logging system in accordance to the SLAs. Troubleshooting Windows XP, Windows Vista and Windows 7 environments as well as being responsible for PC buildsUtilising Active Directory when adding new users, resetting passwords and managing user accounts Configuration of BlackberrysUsing Arcserve for backups Working in a team of 4 rectifying the backlog of call logs which required strong team working skills. Show less

• 

  Mimecast

  Mar 2012 - now

  • Serving as a third line support engineer for all internal departments which is not limited to global Service Delivery, Professional services, Pre-sales and internal IT.• Utilizing our tool base to troubleshoot complex issues raised by Service Delivery this includes and not limited to:o Efficient use of SQLo Using Linux commands to aid with investigations, using SSH on production boxes in the Grid to gather logs and analyse logs to help troubleshoot with issues.o Use of postman using SQL lite.o Replicating customer issues within our customer data environment suite.• Bug verification before raising potential bugs to our developers. • Deeper log analysis and understanding of Mimecast applications and Mimecast infrastructure to help pinpoint specific issues and raising escalation tickets to the correct swim lanes. Show less • Serve as the customer’s primary point of contact for project coordination and technical configuration assistance for Mimecast software products. • Assist customers and senior consultants with implementing the Mimecast services, in addition functioning as 2nd level support for our customer base which includes after-hours support coverage as per the schedule rota.• Migrate customers from other secure email gateways to Mimecast secure email gateway, using our best practice.• Provide detailed training sessions to partners and customers.• Create customer FAQ’s and work to streamline support processes as appropriate.• Provide support to Mimecast customers, partners, resellers, and internal staff.• Configure Mimecast email secure gateway definitions and policies• Escalation and tracking of feature requests raised with Mimecast Product Development• Configure of Targeted Threat Protection policies such as Attachment Protection,• Impersonation Protection, URL Protection, Internal Email Protection• Escalation and tracking of issues raised with the global Mimecast service delivery Teams• Assist customers with SPF, DKIM, DMARC and MX records configurations Show less

  • Software Engineer 1

    Aug 2021 - now

  • Engineering Support

    May 2018 - Aug 2021

  • Implementation Team Lead

    Apr 2017 - May 2018

  • Senior Implementation Engineer

    Apr 2014 - Apr 2017

  • Implementation Engineer

    Jul 2013 - Mar 2014

  • Support Engineer

    Mar 2012 - Jun 2013