Technical Systems EngineerGalway, IrelandAcorn Insurance, June 2015 – PresentTechnical Systems Engineer - Responsible for a wide range of technical and business tasks including: Call Centre Systems Administration: Administering a Microsoft Dynamics CRM based Call Centre. CRM is integrated with Dynamics Telephony sitting on top of Microsoft Lync PBX. Management of Enghouse call routing / IVR software and Quality Management Suite. Maintaining and updating RELAY broker and administration software. Help Desk and Training: Support for all call center and administration staff. Provision of training for clients on use of software systems. Setting up new users in active directory, exchange / outlook and all relevant call centre systems. IT Infrastructure: Support the Windows based network infrastructure by maintaining PC, Thin Client, RDS Server systems, voice and data equipment. Business Systems Analysis: Involved in designing, developing, testing, configuring and supporting the company’s business systems. My role includes writing software requirements specifications, carrying out smoke testing and managing user acceptance testing. Data Analysis: Checking the integrity of data entering and leaving the Microsoft Dynamics CRM Database from multiple sources. Identifying trends in the data. Creating views and compiling reports. Software License Management: Responsible for management and purchase of software licenses for multiple systems. Purchasing: Purchasing of hardware and software components required for the business. Technical Procedures and Compliance: Working with multiple teams within the business to ensure IT procedures are compliant. Documenting these IT Procedures and producing user guides and technical Wiki articles.
Support EngineerGalway, IrelandBluetree Systems, September 2012 – April 2015Support Engineer Day Shift. (September 2014 to April 1015) Member of the day shift support team primarily supporting customers in Ireland, the UK and Europe. Technical fault analysis & troubleshooting of: PC networking hardware/software Wireless vehicle telematics products Wireless data systems GPRS/GPS products Installation of products, including commissioning, upgrading and training. Monitor performance of installed software and hardware products. Provide feedback from customers to product development team. Customer liaison via phone, email or remote control. Support Engineer – Evening Shift Team Lead. (March 2014 to September 2014) To act as role model in the provision of technical support to customers in the US and Australia. Ensuring that customers experience/interaction with technical support is a positive one. Share knowledge with team of regular customer problems by writing and maintaining wiki documentation. Improve system performance by identifying problems and recommending changes. Ensuring that queue is managed and backlog is minimised. Support Engineer – Evening Shift. (September 2012 to February 2014) Member of the evening shift support team primarily supporting customers in the US and Australia.
OwnerGalway, IrelandWebordo, April 2012 – April 2014Responsible for all aspects of setting up and running my own business. I worked with a wide range of customers on projects involving responsive web design, online stores, online marketing, social marketing, social networking, training and mentoring.
AssociateGalway, IrelandIn-Tuition, April 2012 – November 2012I provided IT support for staff and students. Designed and delivered a number of training courses in pay per click advertising, HTML and setting up an online store. I also worked on web design projects for the company and was involved in the design and implementation of online strategy for In-Tuition clients.