James Cross

Experience

• 

  RR Donnelley

  Oct 2009 - May 2017

  As a Desktop service engineer in the IT sector I encounter new problems every day. This forces me to think on my toes and quickly come up with solutions that will enable the user to continue their work. It also means I must draw from past instances and adapt previously successful solutions.I also interact with people very frequently and to enable me to do this well I must be able to get along with anyone, and explain to them in terms they will understand how I have solved their problem and what they may need to do to prevent recurrence. Show less My position involved me taking a step back and looking at processes that may be failing and determine a solution to better them. I am well versed in performing process tests and writing up client specific report documents. I am able to tailor the way I communicate for specific situations be it through phone, email or face to face.When performing an investigation for process non conformity, attention to detail is key and I pride myself on not leaving any stone untouched so as to achieve the most accurate report possible. I have conducted extensive tests on processes I feel need improving and found solutions to ensure future accuracy. This not only benefits RR Donnelley but also the clients image with the general public.In conjunction with these I was tasked with writing error reports on process issues. This would involve delving into why an error occurred, how we have corrected and how we are preventing it from reoccurring. This would then be transferred to the client via either email or phone call. Show less

  • IT Engineer

    Feb 2014 - May 2017

  • Production Support Administrator & Communications Champion

    Nov 2011 - Feb 2014

  • Batching operator

    Oct 2009 - Nov 2011
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  Salon Advantage Systems Ltd

  May 2017 - Sept 2019

  Client Support Manager

  My role at Salon advantage began as IT support, assisting clients with the setup and management of their systems along with correcting errors that occured within the software. Over time, my rapport with clients grew and I gradually moved into a more account management style position. Everything to advising clients on marketing strategies and social media advice to talking them through how to secure their systems and best practise processes. I was also now ‘the face’ of Salon Advantage, managing the entire onboarding process for new clients, talking with development teams making sure individual needs could be met and providing multiple training sessions when required.Alongside this role I was also charged with managing training and ongoing support making sure new clients felt as looked after and as special as possible - I created over 150 training documents and videos and pushed for the integration of training resources within the system itself. Whilst performing my duties in this role I was also tasked with managing and maintaining the business website, which I eventually shut down and rebuilt from the ground up, having no prior experience in website building. Show less

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  Agilio Software | Dental

  Oct 2019 - now

  • Product Owner

    Jan 2023 - now

  • Technical Support Specialist

    Oct 2019 - Jan 2023