Experience

Department of Public Expenditure and Reform

• Government Relations Services
• 1 - 100 Employee

• IT Technical Support Engineer

  • Feb 2013 - Present

  Merrion Street Responsibilities • BTS Helpdesk and ticket management • Server and Active Directory support and management • Responsibility and accountability for ensuring ICT/client issues are resolved within set timeframes • Detection, troubleshooting analysis and resolution of technical problems • Management of escalation processes • Asset management and onsite management • Procurement of ICT services and products • Vendor and contract management • Assist in evaluating new… Show more Responsibilities • BTS Helpdesk and ticket management • Server and Active Directory support and management • Responsibility and accountability for ensuring ICT/client issues are resolved within set timeframes • Detection, troubleshooting analysis and resolution of technical problems • Management of escalation processes • Asset management and onsite management • Procurement of ICT services and products • Vendor and contract management • Assist in evaluating new services, processes, and technologies introduced at the helpdesk. • Provide off-site and remote support to clients/department stakeholders • Hardware and software deployment, trouble shooting and resolution • Work with departmental staff and stakeholders to promote, develop, and maintain high standards of customer service. • Train and mentor/coach Clients, Team Colleagues and new staff • Video conferencing support and management • Maintain and support mobile technologies. (Android, iPad, iPhone, Laptops ) • Support of our remote access system Summary The BTS helpdesk is a dynamic and fast paced environment. I have developed a multi-disciplinary set of skills and experience which has allowed me provide a high standard of support to both onsite Teams and BTS Stakeholders. In my capacity as a Senior ICT Specialist I have provided support, mentoring and training on a diverse suite of services to both Team Colleagues and BTS Stakeholders Show less



Version 1

• Ireland
• IT Services and IT Consulting
• 700 & Above Employee

• IT Technical Support Engineer

  • Feb 2009 - Jan 2013

  Dublin- Ireland • Client support and management internal and external stakeholders. • Support Version1 Software External clients directly ie Focus Ireland, 123.ie, ICG and O2 • Installation, repairs and support of Hardware, Desktop and laptop devices • Software management, deployment and troubleshooting • Office365 File management access and issue resolution • Management and installation/configuring of a diverse selection of Network/Local Printers • Troubleshooting and resolution of Printing… Show more • Client support and management internal and external stakeholders. • Support Version1 Software External clients directly ie Focus Ireland, 123.ie, ICG and O2 • Installation, repairs and support of Hardware, Desktop and laptop devices • Software management, deployment and troubleshooting • Office365 File management access and issue resolution • Management and installation/configuring of a diverse selection of Network/Local Printers • Troubleshooting and resolution of Printing and hardware issues • Work with departmental staff to promote, develop, and maintain high standards of customer service. • Train and education Version1 Software clients in the use of their products and services Show less



Version1 Software

• IT Technical Support Engineer

  • Feb 2009 - Jan 2013

  Providing 1st and 2nd level support to different clients



Focus Ireland

• Ireland
• Individual and Family Services
• 200 - 300 Employee

• IT Technical Support Engineer

  • Jan 2002 - Feb 2009

  • Provide network support Focus Ireland Staff nationally • Security and Encrypting management of all company laptops • Provide support company software applications • Installing and configuring network printers • Arc Server Backup management and backup auditing • Support and management of blackberry devices on the Bes Server • Audit of all company hardware and software licenses • Hardware inventory management • Active Directory management • Outlook exchange mailbox… Show more • Provide network support Focus Ireland Staff nationally • Security and Encrypting management of all company laptops • Provide support company software applications • Installing and configuring network printers • Arc Server Backup management and backup auditing • Support and management of blackberry devices on the Bes Server • Audit of all company hardware and software licenses • Hardware inventory management • Active Directory management • Outlook exchange mailbox user management Summary The work in Focus Ireland was diverse and for 7 years my role involved providing ICT training, support and services to Focus Ireland staff nationally. The ICT services I provided supported ranged from hardware, ICT devices to software application. Show less