Experience

Utmost International

• Financial Services
• 200 - 300 Employee

• Senior Administrator, Operations & Support

  • Sep 2017 - Present

  Provide second-line\third-line support to a wide range of applications, systems and infrastructure within the companyMicrosoft Exchange • Creation/deletion of user mailboxes and distribution lists • Basic database maintenance • Exchange system upgrades Desktop Support • Computer builds and deployments • Asset Management • Windows 7 Desktop support • Office 365 Support • Software installs Server Support • Server Virtualisation • Server Builds and Deployment • Management of fileshares and user security permissions Active Directory - Group Policy ManagementSubject matter expert, liaising with contractors and vendorsSupporting projects across the departmentRecent Projects completed, Data migrations from different organizations and a Company wide role out of windows 10 and MS Teams.



National College of Ireland

• Ireland
• Higher Education
• 300 - 400 Employee

• IT Coordinator.

  • Sep 2011 - Sep 2017

  Supervise 1st and 2nd level support teams to ensure a high level of ownership and call resolution for support requests based on agreed SLAsTechnical areas of responsibility: Cisco phone setup and administrationBuilding testing and deploying new images through System Centre, Office 365 Administration, CRM administration, MS Exchange and Active Directory administration.Crossfunctional Duties:Develop and maintain an understanding of the College and the support services it requires based on growing student needs, changes in technology and business requirements.Frequent updating of customers and records with logged incident resolution detailed prior to closure so that solutions are captured for future reference.Continuously develop and maintain a ‘Knowledge Base’ for use by the Team to ensure efficient resolution of issues at first point of contact - promoting the sharing of information and ideas. Continuously manage user focused self-help guides and portals to help reduce the number of frequently asked questions to 1st Line Support. Work in conjunction with the wider IT Department in order to keep up-to-date on new and emerging developments, assessing potential impact on support requests and how this can be minimised using self-help guides and portals



GOAL Global

• Ireland
• Non-profit Organizations
• 700 & Above Employee

• Helpdesk/ Administrator

  • Feb 2011 - Aug 2011

  Supporting 50 users and 10 International sitesResponsible for maintaning multiple operating systemsWinxp, Wins7 and Windows server 2008. Active Directory Administration, SupportingMS Exchange Bpos (cloud). Supporting Office 2010. Supporting 50 users and 10 International sitesResponsible for maintaning multiple operating systemsWinxp, Wins7 and Windows server 2008. Active Directory Administration, SupportingMS Exchange Bpos (cloud). Supporting Office 2010.



Department of the Environment Ireland

• Help Desk Analyst

  • Aug 2010 - Feb 2011

  • Management of pre / post migration tasks from Novell to Exchange 2010• Setting up SCCM to roll out the new software• Training and mentoring users with walk through sessions• Creating training manuals and resources for the handover to the internal department team• Overall product training• One-on-one mentoring of users• Supporting the Help Desk with second level issues and escalating calls as necessary • Management of pre / post migration tasks from Novell to Exchange 2010• Setting up SCCM to roll out the new software• Training and mentoring users with walk through sessions• Creating training manuals and resources for the handover to the internal department team• Overall product training• One-on-one mentoring of users• Supporting the Help Desk with second level issues and escalating calls as necessary



An Garda Síochána

• Ireland
• Government Administration
• 700 & Above Employee

• Supervisor – IT Helpdesk

  • Mar 2008 - Apr 2010

  An Garda Síochána is the national police service of Ireland. The Mission of An Garda Síochána is Working with Communities to Protect and Serve. Following the establishment of the Irish Free State in 1922, the Dublin Metropolitan Police merged with the recently established An Garda Síochána in 1925. Training and mentoring junior team members to ensure that they met the standards expected of them· Liaised with the other supervisors to ensure appropriate cover at peak times and preparing roster for all helpdesk staff· Responsible for maintaining and updating processes for the services desk. · Preparing and documenting reports for management including weekly statistical reports, case review, call quality, and staff development · Monitoring the network infrastructure and Garda on-line systems such as Pulse, including the launch of new systems and procedures across the organisation· Provide second level escalated support for these systems· MS Office Suite, MS Dos, Windows 95, 98, NT, 2000 and XP· MS Exchange Server MS Outlook and Active Directory · Windows 2000 Server and Windows Server 2003· TCP/IP, DHCP, , Ethernet, Token Ring, , Mobile Cell Technologies, Router and Switch configurations· Static IP address set-up for printers and workstations and monitoring IP address usage to ensure there is enough IP addresses in the DHCP pools.



Department of Transport

• Government Administration
• 100 - 200 Employee

• Senior IT Analyst

  • Mar 2006 - May 2008

  ·Providing first and second level support to incoming queries through email, fax and phone communication · Day to day responsibilities included:◦ Answering inbound calls Ensuring IT Mailbox queries were logged and responded to in a timely manner◦Escalating calls where appropriate · Setting up users accounts, mail boxes, distributions lists assigning users permissions to the necessary shared directories· Offering desk-side / on-site assistance where applicable ◦ repairing ◦upgrading ◦ cloning · Projects would have included sourcing remote software for taking control of PC’s.· Building a clone image for a number of training PC’s, rolling out a number of network printers of the various · sites. Other responsibilities included maintaining consumables e.g. toners and PC peripherals