Experience

FRS Network

• Ireland
• Farming
• 1 - 100 Employee

• IT Systems Administrator

  • Jul 2022 - Present

  Azure Admin / Server AdminIf IT can be done - IT shall be done!Part of the IT Projects Team

• IT Support Analyst

  • Aug 2020 - Jul 2022

  Internal IT Support across all of FRS companiesMicrosoft Office and Office 365 AdminMS Azure Admin/Intune Management & Deployment Helpdesk SupportAssignment and deployment of End User's EquipmentUser Accounts & Mail accounts management.



Direct I.T. (Munster)

• Technical Manager

  • Sep 2016 - Aug 2020

  Day to Day Operations of the Repair CentreDisaster Recovery SpecialistGeneral Workshop ManagerPerformed same duties as IT Technician plus:Managing and monitoring backups for all Service Agreement clients, using Iperius Backup solution and monitoring via in-house PRTG system.Provided Disaster Recovery services for all clients on various systems on a quarterly basis.Introduced and Deployed Remote Server Monitoring For all Clients with Network Management SystemsRedesigned Company's website / GDPR compliance / Web maintenanceConverted and migrated the company's internal servers to VMWare ESXI for streamlined backups andredundancy and general maintenance of ESXI systems.Maintained PXE Server for image deployment, Tools and diagnostics for the Workshop.Rebuilt / Redesigned & maintained the company’s Internal Book-in System.

• I.T. Field Service Technician

  • Mar 2015 - Sep 2016

  IT General Support Engaging in onsite repairs and installations of standalone computers as well as fully-fledged networks, server, systems and printers.Remote service calls and support for all business end user clients.Consulting to businesses and clients for the provision of new hardware and adapting existing installations around structural changes.Scheduling regular server maintenance for all business customers, including regular patches, backup checks and miscellaneous routine servicing.Arranging the provision of parts and creating inventories in advance of site visits. Engaging in remote support in the event of emergencies.Provided Disaster Recovery services for all clients on various systems on a quarterly basis.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Senior Technical Advisor

  • 2012 - 2015

  Providing support for Apples range of Mac systems, associated peripherals and software over the phone and through Email and Chat sessions.Logging calls to internal databases, following escalation procedures and providing the customer with support from initial diagnosis to final resolution.Creating and maintaining strong professional relationships with Apples diverse customer base.Applying a high understanding of internal procedures and policies to ensure full customer satisfaction.Logging and providing daily feedback to Management to address and identify common call volume trendsProvisioning onsite engineers and arranging replacement parts and repairs.Acted as a point of escalation to Tier 1 agents.Providing training to Tier 1 agents and new employees.Liaising with customers to resolve outstanding issues and complaints.Providing peer feedback to enhance Tier 1 processes and procedures.Acting as a consultant for other AppleCare groups to identify product behaviour that may deviate from specification.



ADEC Arise

• Outsourcing/Offshoring
• 1 - 100 Employee

• Fault Management Analyst

  • 2010 - 2012

  Helping customers resolve broadband and connectivity issues as part of a Second Level Support team.Internal Knowledge Base / Wiki Developer.Participated in conference calls with our clients management to discuss fault queues, solutions and new processes.Training/Coaching/Delivering Presentations to new agents in the First Level Technical Support team.Managing workloads and delegating tasks to the team.Escalating cases to Wholesale Telecom suppliers.Proactively monitoring network usage, bandwidth and efficiency to compile accurate trends and provide foresight on any potential issues.Managing global network issues and supplying the appropriate helpdesks with the information required to resolve them.Generating daily reports on queues and team performance.Weekly summary reports on outstanding fault progression and workloads.