IT Service Management & Infrastructure Supervisor

• Nov 2021 - Present

Senior IT Technical Support Engineer

• Sep 2014 - Dec 2021

Manage the flow of day-to-day operations across 4 sites in Dublin and 3 other location across the country. Ensuring SLA targets are achieved locally as well as regionally on all incident tickets Ensuring SLA targets are achieved on all Hardware Orders. Maintaining a high level of ITAM compliance for all assets on site. - Creating a CMDB Structure and being SME for the asset management life cycle. Lead position in assisting the delivery of in-country and Regional ITS projects. SME for Imaging and configuring Workstations, Laptops and Mobile Devices for new and existing employees for both office and work form home Creation of work instructions for the team for non standard equipment and providing training Local server support contact for regional teams On call support / escalation contact for critical operation hardware and software Environmental monitoring of Data center and Network switch rooms Active Directory Admin Vendor Management Training Facilitator

Site Services Team Lead

• Sep 2013 - Sep 2014

Team lead duties: Manage the flow of day-to-day operations Maintaining a high level of ITAM compliance for all assets on site. Site resource planning liaising with management and other locations for Leave, sickness and shift / task rota’s Responsible for daily ticketing processes and SLA measures for the site. Ensure all site SLAs are achieved, and complete RCA if not. Project management Escalation point for the Team for any issue. Escalation point for Client on Service related issues Delegation of site activities to the team Weekly / Monthly reports for Senior management and the Client Recruitment Duties: Supporting 1000 – 1500 users across Office, laboratory and Production Manufacturing area’s for Hardware and Software. Imaging and configuring Workstations and Laptops for new and existing employees on both Office and Manufacturing area of the site. Setup Users IPhone / IPad and Android devices as per the company’s procedures Providing “Hands and Eyes” server and networking support. Server hardware part replacement on Production and non production devices Responsible for Daily backup tape operations of Site server. Environmental monitoring of Data center and Network switch rooms Installation and configuration of non standard software. Working with 3rd party vendors for hardware install’s and hardware repairs Creation of work instructions for the team for non standard equipment and providing training Raising RFC’s for server retirements, de-racking of servers as per the retirement instructions. On call 24*7 support for business critical issues

Deskside Support Engineer II

• Sep 2011 - Sep 2013

Desk-side Support Engineer II based on Pfizer Pharmaceuticals Biotech Campus at Grange Castle. Main duties: Supporting 1000 – 1500 users across Office, laboratory and Production Manufacturing area’s for Hardware and Software. Imaging and configuring Workstations and Laptops for new and existing employees on both Office and Manufacturing area of the site. Setup Users IPhone / IPad and Android devices as per the company’s procedures Providing “Hands and Eyes” server and networking support. Server hardware part replacement on Production and non production devices Responsible for Daily backup tape operations of Site server. Environmental monitoring of Data center and Network switch rooms Installation and configuration of non standard software. Working with 3rd party vendors for hardware install’s and hardware repairs Creation of work instructions for the team for non standard equipment and providing training Raising RFC’s for server retirements, de-racking of servers as per the retirement instructions. On call 24*7 support for business critical issues

Desk Side support

• Jun 2009 - Jan 2010

My role in this company was to provide 1st and 2nd level IT support for the staff based on site and in remote depots. Supporting Dell and Celtic PC Hardware Hardware setup and configuration as per the company standard requirements. Software configuration dependant on the department the device will be used in. Disaster Recovery Plan Equipment set up and extensive testing of the equipment Documenting of non standard Hardware and software set up and configuration. Daily tasks: Server room walk through for cable management, temperature control, cleanness. Daily Server check for schedule tasks for backup and system check. Escalating any issue to the correct People for any issues ITAM Inventory project. Full site inventory of all Assets including mobile library trucks, Public library general use PCs.