Experience

eDesk

• Ireland
• Software Development
• 1 - 100 Employee

• IT Support Engineer

  • Nov 2019 - Present

  * Providing telephone/email and online chat based support for xSellco/eDesk products. * Troubleshooting issues reported from users. * Helping users get started and setting up of their accounts. * Logging issues onto ticketing systems. * Bug management and liaising one to one with development staff. * Remote desktop training. * Software testing before/after releases. * Suggestions for improvement to the software products supported. * Keeping customers constantly updated… Show more * Providing telephone/email and online chat based support for xSellco/eDesk products. * Troubleshooting issues reported from users. * Helping users get started and setting up of their accounts. * Logging issues onto ticketing systems. * Bug management and liaising one to one with development staff. * Remote desktop training. * Software testing before/after releases. * Suggestions for improvement to the software products supported. * Keeping customers constantly updated on issues reported. * Creation and revision of helpfiles on the knowledge base. * Running SQL queries to aid in solving support tickets. *Devops. Show less * Providing telephone/email and online chat based support for xSellco/eDesk products. * Troubleshooting issues reported from users. * Helping users get started and setting up of their accounts. * Logging issues onto ticketing systems. * Bug management and liaising one to one with development staff. * Remote desktop training. * Software testing before/after releases. * Suggestions for improvement to the software products supported. * Keeping customers constantly updated… Show more * Providing telephone/email and online chat based support for xSellco/eDesk products. * Troubleshooting issues reported from users. * Helping users get started and setting up of their accounts. * Logging issues onto ticketing systems. * Bug management and liaising one to one with development staff. * Remote desktop training. * Software testing before/after releases. * Suggestions for improvement to the software products supported. * Keeping customers constantly updated on issues reported. * Creation and revision of helpfiles on the knowledge base. * Running SQL queries to aid in solving support tickets. *Devops. Show less



Lucid Interactive

• United Kingdom
• Software Development

• Information Technology Support Engineer

  • Nov 2013 - Nov 2019

  * Providing telephone/email and online chat based support for products. * Troubleshooting issues reported from users. * Helping users get started and setting up of their accounts. * Logging issues onto ticketing systems. * Bug management and liaising one to one with development staff. * Remote desktop training. * Software testing before/after releases. * Suggestions for improvement to the software products supported. * Keeping customers constantly updated on issues… Show more * Providing telephone/email and online chat based support for products. * Troubleshooting issues reported from users. * Helping users get started and setting up of their accounts. * Logging issues onto ticketing systems. * Bug management and liaising one to one with development staff. * Remote desktop training. * Software testing before/after releases. * Suggestions for improvement to the software products supported. * Keeping customers constantly updated on issues reported. * Creation and revision of helpfiles on the knowledge base. * Taking sales calls when required. * Running SQL queries to aid in solving support tickets. Show less * Providing telephone/email and online chat based support for products. * Troubleshooting issues reported from users. * Helping users get started and setting up of their accounts. * Logging issues onto ticketing systems. * Bug management and liaising one to one with development staff. * Remote desktop training. * Software testing before/after releases. * Suggestions for improvement to the software products supported. * Keeping customers constantly updated on issues… Show more * Providing telephone/email and online chat based support for products. * Troubleshooting issues reported from users. * Helping users get started and setting up of their accounts. * Logging issues onto ticketing systems. * Bug management and liaising one to one with development staff. * Remote desktop training. * Software testing before/after releases. * Suggestions for improvement to the software products supported. * Keeping customers constantly updated on issues reported. * Creation and revision of helpfiles on the knowledge base. * Taking sales calls when required. * Running SQL queries to aid in solving support tickets. Show less



AXA Direct NI

• Derry City

• Provisioning Team

  • Nov 2010 - Apr 2013

  • Processing of client policies for home, vehicle and commercial insurance. • Monitoring orders through sales teams. • Manage the acquirement of legal documents. • Run daily and monthly reports. • Issuing Insurance certificates upon completion. • Facilitate sales teams with telesales when required. • Team liaison for internal communications. • Processing of client policies for home, vehicle and commercial insurance. • Monitoring orders through sales teams. • Manage the acquirement of legal documents. • Run daily and monthly reports. • Issuing Insurance certificates upon completion. • Facilitate sales teams with telesales when required. • Team liaison for internal communications.



Firstsource Solutions Limited - O2 Broadband

• Derry City

• Broadband Technical Support Advisor

  • Mar 2010 - Oct 2010

  • Customer support agent for 02 Broadband via phone and email. • Providing technical knowledge to customers to facilitate easy home set up. • User friendly problem solving. • Maintaining customer base by demonstrating extensive product knowledge. • Rectifying any supplier based issues. • Ensuring post sale customer satisfaction. • Customer support agent for 02 Broadband via phone and email. • Providing technical knowledge to customers to facilitate easy home set up. • User friendly problem solving. • Maintaining customer base by demonstrating extensive product knowledge. • Rectifying any supplier based issues. • Ensuring post sale customer satisfaction.



Stream Global Services

• Derry

• Provisioning Specialist

  • Sep 2007 - Nov 2009

  • Specialist provisioning team for home moves. • Working to target delivery deadlines. • Producing and adapting to daily reports. • Responding to customer phone calls and email enquiries. • Ensure order progression to completion. • Facilitating closure of accounts for the deceased. • Specialist provisioning team for home moves. • Working to target delivery deadlines. • Producing and adapting to daily reports. • Responding to customer phone calls and email enquiries. • Ensure order progression to completion. • Facilitating closure of accounts for the deceased.



Northern Ireland Civil Service - I.T Group

• Belfast, United Kingdom

• I.T Technician

  • Nov 2005 - Jul 2006

  • Providing I.T support to all C.S users in the Department of Health, Social Services and Public Safety. • Installing new software and hardware. • Troubleshooting computer hardware peripherals. • Develop & implement training on new software . • Provide solutions to helpdesk queries. • Setting up wireless networks & daily server back up. • Website development and maintenance. • Maintaining strict confidentiality. • Providing I.T support to all C.S users in the Department of Health, Social Services and Public Safety. • Installing new software and hardware. • Troubleshooting computer hardware peripherals. • Develop & implement training on new software . • Provide solutions to helpdesk queries. • Setting up wireless networks & daily server back up. • Website development and maintenance. • Maintaining strict confidentiality.