Gerard Carney

Product Support Engineer at Merim Groupe
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Contact Information
us****@****om
(386) 825-5501
Location
South Moravia, Czechia, CZ
Languages
  • English Native or bilingual proficiency
  • Czech Limited working proficiency

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Stefano Torelli

I worked with Gerard for about 3 years when I was leading the Cloud and Managed Services business and he was working as Senior NOC Engineer Gerard quite senior engineer and for sure is one of the pillars for the NOC operation team. He is always working hard, bringing results, and achieving his objectives on time and with quality. He is extremely professional and his availability makes him quite appreciated by colleagues (especially regional organization) and customers. He fully deserves the trust managers are putting on him. Gerard is quite good in report analysis: he plays with numbers easily and was perfect supporting management in the huge task of organizing the team reporting system and the data analysis from company ERP. He is capable to present results and justify reports, with excellent presentation skills even in front of senior mamagers. As senior engineer he played his role of "Managed Service guru" perfectly, being capable to work on process and procedures to make sure the service can be delivered with no issues and according to contractual SLA. A key soft skill I appreciate in him is the commitment and availability: Gerard is always willing to help, and for this reason he is often recognized by colleagues and managers as reference. Last but not least he has a quite nice sense of humour, which helps in an operation team where the stress can affect the operations and the team mood. I also think he has the potential to cover even more complex roles. I recommend Gerard for any role where reliability, structure and process orientation is needed.

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Credentials

  • Working with Upset Customers
    LinkedIn
    Sep, 2021
    - Nov, 2024
  • Customer Service: Handling Abusive Customers
    LinkedIn
    Aug, 2021
    - Nov, 2024
  • Unconscious Bias
    LinkedIn
    Mar, 2021
    - Nov, 2024

Experience

    • France
    • IT System Custom Software Development
    • 1 - 100 Employee
    • Product Support Engineer
      • Nov 2022 - Present

    • United States
    • Software Development
    • 700 & Above Employee
    • NOC Monitoring Manager
      • Sep 2018 - Oct 2022

      Responsible for the effective and continuous running of Network Operations Center - Ensure all customer issues/queries are handled in effective and proficient manner within defined KPI's - Handling Shift rotating among team of engineers - Onboarding new customers effectively into NOC Monitoring - Customer interaction - Providing a focal point for customer to speak with as needed - On-Call support handling for out of office hours - Perform performance reviews with all team… Show more Responsible for the effective and continuous running of Network Operations Center - Ensure all customer issues/queries are handled in effective and proficient manner within defined KPI's - Handling Shift rotating among team of engineers - Onboarding new customers effectively into NOC Monitoring - Customer interaction - Providing a focal point for customer to speak with as needed - On-Call support handling for out of office hours - Perform performance reviews with all team members

    • NOC Engineer
      • Sep 2012 - Aug 2018

      Responsible for monitoring and incident management of Acision Hosted and Managed Services (VoiceMail, MMS, SMS). First escalation point for hosted and managed services customers. • Oversight of the effective management of all North American mobile servers • Monitor servers for continual and efficient performance • Respond to issues and complaints within set timelines • Staff training and development • Regular management reporting • Script writing using Linux • 24 x 7… Show more Responsible for monitoring and incident management of Acision Hosted and Managed Services (VoiceMail, MMS, SMS). First escalation point for hosted and managed services customers. • Oversight of the effective management of all North American mobile servers • Monitor servers for continual and efficient performance • Respond to issues and complaints within set timelines • Staff training and development • Regular management reporting • Script writing using Linux • 24 x 7 on-call duty involvement • Incident handling; ensuring all SLA’s are met and cases are continuously updated

    • NOC Technician
      • Sep 2007 - Aug 2012

      • Oversight of the effective management of all North American mobile servers • Monitor servers for continual and efficient performance • Respond to issues and complaints within set timelines • Staff training and development • Regular management reporting

    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Helpdesk support
      • Sep 2006 - Sep 2007

      • Staff supervision of over 3,000 employees on a rotating basis • Customer service and support • Management of new staff user accounts and security access assignments • Network support and management • Helpdesk style support to staff • Development of customer service standards and improvements • Staff supervision of over 3,000 employees on a rotating basis • Customer service and support • Management of new staff user accounts and security access assignments • Network support and management • Helpdesk style support to staff • Development of customer service standards and improvements

Education

  • Deansrath Community College
    1993 - 1996

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