Commercial Business Manager

• Oct 2022 - Present

Commercial Business Analyst

• Nov 2021 - Oct 2022

The Information Lab is a Gold partner of Alteryx and Tableau, two of the world's leading data analytic solutions. The Group operates across 6 territories in Europe, with over 200 consultants, 5 world leader experts in Tableau and two in Alteryx. The Information Lab Ireland is the #1 reseller of Tableau and Alteryx in Ireland. Since starting in 2016, we have grown significantly and currently partner with leading international corporations with headquarters in Dublin, driving their data analytic strategy.We empower companies to connect with their data in a whole new way. Tableau was founded to help companies see and understand their data and that is an approach we take to all our clients.We aim to be the number one provider of data analytics professional services and expertise in Ireland and our customers will attest to the high quality work and expertise that have become hallmarks of our service.

Sernior Business Analyst - Project Manager

• Nov 2016 - Oct 2021

Eirtight is an award-winning cloud technology and software development services provider. We believe that technology should enable rather than restrict your business. We build long-term relationships with our clients, partners, suppliers and employees and have broad industry knowledge and experience. With offices in Dublin and London, we partner with clients in over 30 countries to deliver technology solutions that enable them to do business more efficiently and at lower cost. Eirtight is an award-winning cloud technology and software development services provider. We believe that technology should enable rather than restrict your business. We build long-term relationships with our clients, partners, suppliers and employees and have broad industry knowledge and experience. With offices in Dublin and London, we partner with clients in over 30 countries to deliver technology solutions that enable them to do business more efficiently and at lower cost.

Senior Business Analyst & CRM Consultant

• Aug 2015 - Oct 2016

• Senior Business Analyst and Project Coordinator, leading an initiative to upgrade from MS Dynamics CRM v2013 on-premise to Microsoft Dynamics CRM v2016 which Failte Ireland are the first in the country to do. • Preparing and running requirement gathering workshops across all business areas at all levels of the organization, and documenting these requirements through CRM. • Providing recommendations on which CRM processes are/are not working and identifying opportunities for continuous process improvement, in accordance with maintaining a list of Change Requests and work directly with vendor to coordinate the implementation of new CRM functionality. • Collaborating ideas and identifying an enterprise solution across several business units within Failte Ireland and implementing a new portal to external partners that will integrate with the CRM application. • Assisting with developing a roadmap for a series of further implementations across the business and further deployment of CRM functionality to the broader business. • Providing CRM administration and operational support including user and security and license management, and acting as the key communications link between Users, the ICT Helpdesk & Vendor Support as a super-user for all existing processes, reports and dashboards. • Inspecting test scripts and handling UAT testing to assist with post-implementation support and maintenance of the applications. • Supporting the improvement of data management by users through the promotion of data consistency, security and standardization throughout the business. In collaboration with the Data Analyst, work on maintaining an organization wide set of CRM data management policies and procedures.

Senior Business Analyst

• Jul 2011 - Aug 2015

Acted as the main POC for EMEA Support, Managing User Story Prioritization Process / Scrum Meetings, by working closely with IT, Stakeholders and QA to ensure project demands are being met. • Maintained multiple projects at any one time, and communicated with the business to identify and define process/product optimization and automation initiatives for customer support related business functions. • I had a major involvement in performing detailed analysis of business and technical issues, system problems that impact end-to-end processes and have resolved these by defining Project Documents (FRD and BRD), by creating workflow designs, process mappings, functional specifications, gap analyses and case metrics. • Working closely with stakeholders for the purpose of improving business processes and creating and recording User Stories capturing the detail of the high level requirements. Using my creativity and analytical skills, I designed and shaped requirements specific to the customer’s needs. • I defined, scoped and led the Solution (Knowledge Base) project, which was rolled out to the FAST Support Team 60+. Providing input consistently with the team to improve user experience and provide enhancements on a quarterly basis. • Leading the Territory Realignment, on a half-yearly basis for EMEA with various junior team members and high-level stakeholders to align these territories with submitted sales strategies. • Business trips to Bangalore and Palo Alto to work with ETM Team (Enterprise Territory Management) and various teams to ensure that our support teams are in sync with stakeholders and to build a solid relationship with team members.

Tier 2 Premier Technical Support Analyst & Frontline Project Manager / Associate Trainer

• May 2009 - Jul 2011

• Provided Premier Global technical support for Salesforce.com whilst maintaining KPI’s. Escalations were coordinated with the system management and business process teams. • Hands on approach in performing detailed analysis of business and technical issues and system problems that impacted end-to-end processes. • Initiated the development of new employees and liaised with the Quality Department to provide feedback to agents on CSAT. As I was actively involved in managing CSAT recovery for the team, I formed an initiative to improve SLA. • Developed and implemented the Frontline Customer Enhancement project. The aim was to increase EMEA Customer satisfaction, assist with employee development, meet call demand and reduce call handling time.

IT Administrator

• Feb 2008 - May 2009

• Analyzed and resolved issues to minimize or eliminate user or system downtime using Business Continuity & Disaster Recovery. • Effective in setting up an office network, software and hardware installation, and have good TCP/IP, FTP, and DHC knowledge to configure, build and customize computers in line with business needs. • Liaising closely with third-party vendors to oversee and evaluate new computer security and anti-virus software / updates. • Using my creative skills, I designed a promotional ad campaign using Photoshop and Illustrator. This was shown nationwide in various business locations and had a positive impact on the company’s, then, current campaign, which resulted in increased revenue.

IT Support / Customer Care

• Mar 2005 - Feb 2008

Assisted on many projects such as the company website development, managed weekly flight reports to assist with Air Ambulance scheduling, installing and setting up hardware, software and anti-virus updates. • Consulted with vendors to identify a suitable network solution, which would increase business revenue for the company. Assisted on many projects such as the company website development, managed weekly flight reports to assist with Air Ambulance scheduling, installing and setting up hardware, software and anti-virus updates. • Consulted with vendors to identify a suitable network solution, which would increase business revenue for the company.