Joe McDermott
Senior Technical Support Specialist at StarRez, Inc.- Claim this Profile
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English -
Topline Score
Bio
Credentials
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NVQ Customer Service Level 2
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Experience
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StarRez, Inc.
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United States
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Software Development
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200 - 300 Employee
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Senior Technical Support Specialist
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Sep 2022 - Present
Tasked primarily to deal with 3rd line and escalation issues where I’m now finding that I’m working on the more complex side of StarRez and taking full ownership of urgent issues that might arise.I’m also managing a broad scope of initiatives to ensure Service Level Agreements (SLAs) and team metrics are being met.Major Accountabilities/Essential Functions:• Monitor ticket and other possible issues in absence of Support manager• Guide and advise the Support team in conjunction with Team Leads and CSM.• Facilitate support team/new team member training on a regular basis• Participate in the mentoring and development of existing team members.• Manage to successful resolution internal, external, and executive escalations• Utilize critical thinking skills to analyze information and provide swift solutions to complex issues
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Technical Support Consultant
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Jan 2019 - Aug 2022
StarRez is a leading software package for the student accommodation sector. Initially started in Australia they now have a global reach with customers all over Australia, Asia, Europe the UK and USA. Working for StarRez, I have found that I am primarily supporting our UK & European customers with all software related issues that might arise. I find myself dealing with 1st, 2nd & 3rd line technical issues ranging from students being unable to login to the StarRez Portal or perhaps an issue with the design of their portal, right through to priority 1 (urgent) tickets where there are issues with the database, the customers system/portal is down or students are unable to make payments etc. I am often on the front line of our StarRez European conferences where I am conversing with customers and building relationships. With my manager being US based, means that I have to prioritise my workload and manage my day to day tasks and with my colleagues being disbursed across Australia the UK and USA then I often find myself supporting our customers in these regions as well.
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Customer Success Advocate
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Nov 2017 - Jan 2019
Tasked with onboarding new customers and ensuring that they had a smooth transition over to StarRez. Initially reaching out to the customer to schedule in a welcome meeting and presentation, once done I would then become their first point of contact with any questions/issues that they might have. I would also ensure that I touched base with them on a weekly basis to ensure that everything was running smoothly. I would often find myself dealing with a variety of technical issues primarily 1st & 2nd Line where I would take ownership of those issues from start through to resolution. I would also find myself at the StarRez European conferences where I'd be conversing with the customers to help build and maintain relationships
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Campus Living Villages
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Australia
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Higher Education
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300 - 400 Employee
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Application Support Analyst
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Feb 2016 - Nov 2017
Working as the sole UK application analyst for a global student accommodation company I am tasked with upgrading, maintaining and supporting several different integral pieces of software such as StarRez, Sharepoint and Netsuite which are utilised by the company on a daily basis. I find myself dealing with tickets raised by end users regarding software issues they might be experiencing, which I would take ownership of until resolved. Doing end user administration of Sharepoint. Arranging and managing StarRez updates rolled out across the UK. Being the StarRez lead for the UK on new mobilisation projects, which would involve implementing the systems in to new buildings. With my manager being Australia based means that I very much have to manage my own workload and priorities, and with my other team members disbursed across the US, Australia and New Zealand then I can find myself dealing with queries from these countries and at times assisting my colleagues on issues across these regions.
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Online E-Commerce
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Lancaster, United Kingdom
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Founder
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Jan 2014 - Feb 2016
Finding a niche in the market and utilising marketplaces such as Amazon and eBay I decided to venture in to the world of on-line sales and e-commerce. While striving to establish an on-line presence I found running my own company was quite the challenge but one which I relished in! I was tasked with maintaining the company website, (which I designed and built myself), dealing with suppliers, finding new suppliers and creating new sales avenues for the products. At the height of the business I also employed 3 staff members, which helped grow my people skills. I was also the face of the company while attending trade shows and open days, Where I was engaging with prospective buyers/sellers.
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Tribal Group
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United Kingdom
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IT Services and IT Consulting
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700 & Above Employee
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Graduate Support Consultant
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Oct 2011 - Dec 2013
Working as a graduate support consultant supporting software for the education sector. Working both 1st and 2nd line support, When a new query comes through I'm expected to handle that query from the start right through to resolution. I currently use software such as Bomgar to dial in to customer's computers to attempt to resolve the issue remotely. I find myself dealing with customer networks, system configurations and SQL databases on a daily basis. Alongside this I have also been added to the Maytas.net team. Here I'm tasked with writing the FAQs for the Maytas5 website. Since being here I have developed my working knowledge in SQL, HTML, databases and software configuration.
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Computer Engineer
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Oct 2010 - Mar 2012
Running my own PC Repair company www.heblan.com I found it to be a productive way of maintaining my current skill set as well as gaining new skills. Running my own PC Repair company www.heblan.com I found it to be a productive way of maintaining my current skill set as well as gaining new skills.
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B&Q
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United Kingdom
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Retail
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700 & Above Employee
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Cash Office Administrator
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Jun 2007 - Oct 2011
I worked in the Cash office at B&Q Southport. Where I had to oversee all financial movements within the store, make sure all the tills have enough money in them and do lifts when needed. I helped to manage the front end staff and engage with the public on a daily basis. I reported directly to the manager to give him an update on the cash flow within the store I worked in the Cash office at B&Q Southport. Where I had to oversee all financial movements within the store, make sure all the tills have enough money in them and do lifts when needed. I helped to manage the front end staff and engage with the public on a daily basis. I reported directly to the manager to give him an update on the cash flow within the store
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CYFOR Group
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United Kingdom
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Security and Investigations
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1 - 100 Employee
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Trainee investigator
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Apr 2011 - May 2011
Here I was working as a forensic investigator undertaking many different tasks; I had been gaining a working knowledge of both phone and computer investigations as well as working closely with the onsite technician, Here I was working as a forensic investigator undertaking many different tasks; I had been gaining a working knowledge of both phone and computer investigations as well as working closely with the onsite technician,
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Education
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2006 - 2010
University of Central Lancashire
BSc, Forensic Computing -
2003 - 2004
Calderdale College
AVCE ICT, Information Technology -
1996 - 2001
Calder High School
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