Experience

Thyme-IT

• Ireland
• Software Development
• 1 - 100 Employee

• Business Analyst

  • Oct 2022 - Present

  - I meet with potential clients to discuss their current day-to-day operations, and demonstrate our solutions that will interest/benefit them based on the initial fact finding.- I will meet regularly with clients to discuss queries or issues they may be having and discussing possible developments that would help them and negotiating a schedule for that requirements release.- I will keep up to date with C&E updates in order to keep on top of how our system is operating and ensuring that it meets with the relative Customs Authorities rules.- I am also tasked with creating development cases that a client may have following a meeting. I then will explain the issue with a proposed solution to the Development team and then I can test the release to ensure that everything works as expected. Show less

• Support Agent

  • Dec 2020 - Oct 2022

  - I provided support to customers at all stages of their lifecycle including setting them up on systems, providing introductory training, support with any issues or queries customers may have and adjust to their needs as their company grows.- I was entrusted with testing new solutions in advance of release. Whenever this was in a state I felt happy with I began the first stages of the solution's roll out and working with a few companies so that they can complete their own tests. This involved numerous calls and meetings to discuss the clients requirements, needs, and general queries.- I carried out research to the C&E world as this is what our software was used for, so that I could improve my support to our clients.- I used Microsoft Outlook and Teams to hold Demonstrations of our software to potential clients. Show less



IMAC Group

• United Kingdom
• Facilities Services
• 1 - 100 Employee

• IT Support Technician

  • Sep 2018 - Dec 2020

  - Sole IT support person for UCD Residences; providing IT support to both staff and students while undertaking change management exercises to improve day-to-day technical operations and the efficiency of the support service. - Provided excellent customer service to both internal and external stakeholders, covering a range of IT support from issues with business critical software to individual IT queries. - Using SQL, developed queries to allow for a more automated and efficient approach to large customer data files. - Collaborated both cross functionally and with 3rd parties to implement best practice protocols across various projects including upgrading IT services provided by UCD Residences and other departments to ensure a campus wide standard for customer satisfaction. - Analyzed day-to-day system operations to highlight any weak aspects and presented solution options to management. - Worked to several SLAs, ensuring all target KPIs were reached. Show less