Information Technology Engineer

• May 2023 - Present

Information Technology Support Analyst

• Jun 2021 - Jun 2023

Solving all types of IT support related problems. Currently working hybrid with a team of engineers providing support to up to 200 customers. A member of the Nostra Internal IT, dealing with various in-house service requests and incidents. Member of the backup audit team, reviewing all backup solutions for over 60 clients, using Datto, Veeam and other solutions. Previously, the sole onsite IT resource for a Nostra customer for 1 year, effective system administrator; managing all types of devices, servers and VMs, and investigating network related issues. Managing Microsoft 365 and customer domain; eyes and hands for remote project engineers. Philosophy of knowledge sharing and documentation, assisting users and explaining issues in terms they can grasp to help their technology literacy. I engage in hardware disassembly and rebuilding, investigation of hardware issues and install new or replacement parts to get the most from devices. I'm a team player, and I lead by example. Show less

Student with the Pallottine Fathers

• Sep 2019 - May 2021

Philosophy Student at St. Patrick's College Maynooth (year 1 results: 1.1) I was on a full-time programme studying with the Missionary Society of St. Vincent Pallotti known as the Pallottine Fathers. Maintained IT skills while in the programme: Troubleshot IT issues, established WiFi extenders for two buildings, assisted senior staff in using Zoom, Google and Gmail functions, assisted staff in document recovery and advised on computer hard drive wiping and recycling strategies. Philosophy Student at St. Patrick's College Maynooth (year 1 results: 1.1) I was on a full-time programme studying with the Missionary Society of St. Vincent Pallotti known as the Pallottine Fathers. Maintained IT skills while in the programme: Troubleshot IT issues, established WiFi extenders for two buildings, assisted senior staff in using Zoom, Google and Gmail functions, assisted staff in document recovery and advised on computer hard drive wiping and recycling strategies.

Service Desk Analyst

• Jun 2018 - Sep 2019

Provided IT support services internally to Ergo and externally to 30 + client companies. Provided system level support for multi-user operations systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems. Acted as the sole first point of call for most valued customers during night and weekend shifts. ● Assumed full ownership and responsibility of all allocated support tickets ensuring they were dealt with promptly and professionally and satisfactorily concluded. ● Followed established P1 protocol for most valued customers with sole responsibility for escalations during weekend and night shifts. ● Ensured strict adherence to SLA when dealing with customer tickets/calls. ● Installed, configuring, and troubleshooting of IT related software and hardware. ● Highlighted any anomalies on customer sites raising a service ticket and escalated using the correct escalation procedures. ● Developed and maintained an in-depth technical knowledge of Ergo products, services and solutions. ● Worked closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times. ● Documented relevant technical information on the internal SharePoint portal, Help Desk CRM, and iVanti application, including site schematics, system problems, problem resolution and knowledge base content. ● Technical Skills Used o Microsoft Windows OS V7/8/8.1/10 o MS Office 365 o Microsoft .Net o Citrix Receiver o Anti-Virus/spyware/malware applications o Networking – TCP/IP – Switching – Firewalling, etc. o Industry Standard Troubleshooting Procedures o Web Applications and website hosting o Help Desk CRM, iVanti, Service Now o Alient Vault o Document Management Systems – iManage Worksite / OpenText eDocs DM o C# Show less

Community Volunteer

• Apr 2016 - Jun 2016

Contributing to the construction of new homes after Tropical Storm Haiyan at Tacloban in the Philippines. I contributed to the construction of new fishing boats and laboring efforts to construct the foundations for new homes. I also led a team of short term international volunteers and facilitated their collaboration with native Filipino volunteers on a deconstruction project. Responsibilities involved signing in and out of tools, ensuring health and safety guidelines were followed and that team morale was lifted and remained high. Show less

Volunteer

• Aug 2015 - Oct 2015

I planned and facilitated after school activities for primary school children. -Arts and Crafts -Soccer matches -Kite making and flying -Computer classes I facilitated an introductory computer course for young adults. -using educational software from Edubuntu I designed and implemented a community survey to collect and record the views of the indigenous community regarding the presence of the NGO. -used international M&E standards to analyse results I planned and facilitated after school activities for primary school children. -Arts and Crafts -Soccer matches -Kite making and flying -Computer classes I facilitated an introductory computer course for young adults. -using educational software from Edubuntu I designed and implemented a community survey to collect and record the views of the indigenous community regarding the presence of the NGO. -used international M&E standards to analyse results

Monitoring and Evaluation Volunteer

• Jan 2015 - Apr 2015

PREDA Foundation Inc. Monitoring and Evaluation Volunteer (Jan – April 2015) I worked alongside PREDA’s Monitoring and Evaluation Officer to ensure all PREDA departments reported on achieving their monthly and quarterly targets, I reviewed activities and monitoring tools to maintain strict budget allocations agreed upon with funder USAID. I also taught literacy and numeracy two days a week and supported the facilitators during sports activities at PREDA’s diversion centre for children in conflict with the law. Tasks: -Monthly Progress Report -Quarterly Progress Report -Annual Narrative Report -Teaching Literacy and Maths -Sports -Data collection -Reporting to USAID -Letter writing -English grammar seminars Show less

Volunteer

• Sep 2014 - Dec 2014

Missionary Society of St. Columban Volunteer (Sep – Dec 2014) The Columbans work in a number of different fields in Fiji, from political development and social, economic justice to evangelisation and youth work. My role was to support the priest authorised to establish commissions in these areas. I facilitated youth workshops (at times with a translator), met with NGOs and researched and documented the major socioeconomic issues facing the poorest communities in order to inform the newly formed Social Justice and Development Commission. -Workshop facilitator for youth groups -Research and report writing -Attend events and visit local community -Driver for priests and indigenous people Show less

Marketing/Sales/Education Intern

• Jan 2014 - Aug 2014

Building business links between African businesses and European markets to support value addition in Africa. Maintaining and updating an internal database of African Businesses, assess their potential to export to Europe based on ISO standards of quality assurance and potential to expand operations. I promoted Proudly Made in Africa's secondary school course book among secondary schools all across Ireland. This involved cold calling, building a database, networking at national events and hosting a stand. Show less

Tour Guide

• May 2013 - Aug 2014

Public speaking, inter-cultural negotiation, logistics, people management, time management, professional driving, customer service.

Customer Service Representative

• Jul 2011 - Jun 2013

Administration, problem solving, tour logistic management, sales, credit card sales, cash sales, coffee making, record keeping

Business Development Officer/Marketing Intern

• Jan 2014 - Mar 2014

Maintaining and updating records on Salesforce, recording donations, building relationships with clients and donors, arranging computer collections, issuing certificates. Maintaining and updating records on Salesforce, recording donations, building relationships with clients and donors, arranging computer collections, issuing certificates.

Volunteer

• 2013 - 2014

I spent time each week with a young experiencing stress and anxiety. Our aim was to encourage this young man to see opportunities, think positively and try new things. Getting out and being sociable was of enormous benefit and a great experience for me. I spent time each week with a young experiencing stress and anxiety. Our aim was to encourage this young man to see opportunities, think positively and try new things. Getting out and being sociable was of enormous benefit and a great experience for me.

English Teacher / Tour Guide

• Jun 2010 - Sep 2012

Prepared itineraries, presented history and geography of regions in Ireland, entertained audiences, public speaking, lesson preparation, classroom management. Prepared itineraries, presented history and geography of regions in Ireland, entertained audiences, public speaking, lesson preparation, classroom management.

English Language Teacher

• Jun 2009 - Feb 2010

Lesson design, classroom management, behaviour management, progess reports, student assessments, teaching. Lesson design, classroom management, behaviour management, progess reports, student assessments, teaching.

English Language Teacher

• Jun 2006 - Sep 2008

Summer School Teaching. 4 to 1. Summer School Teaching. 4 to 1.