Help Desk Manager

• Nov 2022 - Present

Support Engineer

• Apr 2020 - Nov 2022

3rd Line Support Engineer

• Jan 2019 - Mar 2020

Helpdesk Analyst

• Nov 2015 - Dec 2018

Assisting a base of over 100 customers in sectors including finance, legal, and travel. Client size ranges from small businesses to FTSE 100 companies. Logging and resolving IT incidents and requests in a Ticket Management System. Supporting a full customer base from the top of the organisation down. Assisting a base of over 100 customers in sectors including finance, legal, and travel. Client size ranges from small businesses to FTSE 100 companies. Logging and resolving IT incidents and requests in a Ticket Management System. Supporting a full customer base from the top of the organisation down.

IT Helpdesk Analyst

• May 2014 - Nov 2015

Providing first and second line support to a range of companies mostly in the financial industry, working to agreed SLAs. Main technologies supported: Windows Server enviorments including Active Directory, Group Policy, MS Exchange, File and Print services, File Redirection, etc. Virtualisation technology indluding HP iLO and Vmware. Basic Cisco Networking. Windows desktop enviorments. Telephony, both VOIP and traditional. Providing first and second line support to a range of companies mostly in the financial industry, working to agreed SLAs. Main technologies supported: Windows Server enviorments including Active Directory, Group Policy, MS Exchange, File and Print services, File Redirection, etc. Virtualisation technology indluding HP iLO and Vmware. Basic Cisco Networking. Windows desktop enviorments. Telephony, both VOIP and traditional.

Customer Support Officer

• Mar 2013 - Nov 2013

1st and 2nd level support of a large amount of customers with in house telephony systems. Included are virtual switchboards, support of SIP and IAX setups, sip softphones and more. Maintenance of office network infrastructure both hardware and software. 1st and 2nd level support of a large amount of customers with in house telephony systems. Included are virtual switchboards, support of SIP and IAX setups, sip softphones and more. Maintenance of office network infrastructure both hardware and software.

IT Technician

• May 2010 - Sep 2012

Providing IT Support over phone, email and in person to over 140 users on a daily basis in 8 different locations throughout Ireland. Supporting: Citrix, SQL / PHP / HTML / CSS, Digital Dictations, Lotus Domino 7.5, Blackberry Enterprise Server (BES), Digital Pen forms and printing, HP & Canon printers, Windows XP/Vista/7, Windows Server 2003, Toshiba Strata CX 40, 100 & 650 telephone systems, Call recording, Network infrastructure, remote android users. Providing IT Support over phone, email and in person to over 140 users on a daily basis in 8 different locations throughout Ireland. Supporting: Citrix, SQL / PHP / HTML / CSS, Digital Dictations, Lotus Domino 7.5, Blackberry Enterprise Server (BES), Digital Pen forms and printing, HP & Canon printers, Windows XP/Vista/7, Windows Server 2003, Toshiba Strata CX 40, 100 & 650 telephone systems, Call recording, Network infrastructure, remote android users.

General Labour

• Jun 2008 - May 2010

Worked on the chemical cleaning of stainless stell water system on site for companies such as Pfizer, Sherring Plough and others. The work involved the strict working regulations of both the pharmaceutics industry and the construction industry. Tasks included the setting up of systems to properly and safely clean the water systems used in the production of pharmaceuticals, the safe use of industry regulated chemicals, and general manual labour. Worked on the chemical cleaning of stainless stell water system on site for companies such as Pfizer, Sherring Plough and others. The work involved the strict working regulations of both the pharmaceutics industry and the construction industry. Tasks included the setting up of systems to properly and safely clean the water systems used in the production of pharmaceuticals, the safe use of industry regulated chemicals, and general manual labour.