Systems Support Manager

• Jul 2021 - Present

Senior Systems Support Engineer / Support Desk Supervisor

• Dec 2013 - Jul 2021

Resolve escalated customer calls from 1st and 2nd line support engineers to the customer’s satisfaction within the target time.Manage the rollout of fixes and upgrades, in coherence with version control, to products and hardware where required.Document any change requirements and pass to the software development team through the correct development systems.Analyse call data to identify reoccurring software problem areas and prioritise them for the software development team.Reproduce customer issues and resolve them by identifying and producing solutions and/or by passing software change requests to the software development team.Run SQL queries on live transaction based MSSQL databases to troubleshoot and resolve software issues.Monitor and provide support to 1st and 2nd line Support Engineers. Manage workload evenly across the support desk staff. Update reports and matrices.Maintain the CRM software system to create, assign and manage customer requests.Mentor staff on company QMS and ensure Support Desk performance is managed to the highest customer quality and company objectives. Show less

IT System Support Engineer

• Feb 2008 - Dec 2013

Manage the support for accounts of Retail IT systems across the Musgrave Supervalu and Centra chain in Ireland. Implement the latest EPOS systems and provide on-site customer training.Analyse customer requirements and customise installations to meet their needs.Deal with customer queries quickly and effectively.Troubleshoot IT related issues using problem solving skills.Provide estimated timelines for on-site service requests.Manage the installation of EPOS systems adhering to ISO procedures. Show less

Technical Support Analyst

• Sep 2007 - Feb 2008

Dealt with technical issues and customer service queries over the phone,chat and email including complaint management. Responsibility for ensuring technical queries resolved efficiently, creating repairs and processing orders Delivering excellent service to customers and ensuring customer satisfaction with client products and services Dealt with technical issues and customer service queries over the phone,chat and email including complaint management. Responsibility for ensuring technical queries resolved efficiently, creating repairs and processing orders Delivering excellent service to customers and ensuring customer satisfaction with client products and services