Responsible for 3rd Party Vendor team to resolve, & if necessary, escalate issues on 3rd party vendor products (Broadpeak, Ates, Edgeware, Verimatrix, Dell).

2nd line escalation support of Axiom, Mobix, and Adrenalin VoD (Video on Demand) platform software and hardware. Support provided via email, phone & remote desktop for customers such as Liberty Global, Virgin Media, UPC, Eir, Net Brasil.Application support & Window Server OS, SQL, Cassandra, VM Ware, AWS environments.

Front line support of Axiom, Mobix, and Adrenalin VoD (Video on Demand) platform software and hardware. Support provided via email, phone & remote desktop, for mainly UK & Irish based customers, Virgin Media, BBC, Eir.

Trainer in evening courses in Comptia A+ Computer Technician, PC Maintenance, Microsoft MTA Windows OS Essential & BTEC Computer Systems courses.

Monitoring customer equipment & environmental conditions in the Data Centre. Offering hands & eyes support for customers over email & telephone

I delivered a range of full time IT courses; CompTIA A+ Computer Technician, FETAC Level 5 computer hardware, software, networking & internet.

A member of the Operations Management Team reporting to the COO. Manager of technical team of 8 people of team providing daily service & support of high turnover PC & notebook production lines (capacity 800 a day) including building & maintenance of multi-language Windows OS images & RIS network deployment, R&D, integration of updated hardware, OS updates, drivers and applications, PXE BIOS & Windows PE support.Presented daily status updates to the Ops Management team. Unresolved technical issues were escalated to me by the team; Provided hands-on solving of issues & advised on solutions and if appropriate, escalated issues with suppliers.Facilities Management: maintenance & analysis of power, lighting, heating & security of 10,400 sq m building. Prepared & analysed monthly KPI's which were reviewed by the Management Team. Monitored service providers SLAs.Projects & Responsibilities:iQon were a Launch Partner for Microsoft Vista OS. As iQon lead contact with Microsoft on this project, I was responsible for implementing the “Ready for Vista program” on new PCs manufactured & meeting the Vista launch production deadline. Cost, designed, sourced and implemented a production system for 3rd party manufacture of Philips External Hard-drives project, with successful completion of an independent Philips audit. Management of rolling project; Microsoft MDA programme. Bi-annual audit of iQon manufactured PCs to meet Microsoft technical milestone requirements and consistently received Microsoft accreditation.Implemented the iQon technical project for Microsoft WHQL (Windows Hardware Quality Labs); to carry the “Designed for Windows” Logo on all iQon produced PCs.Factory relocation; incorporating planning, scheduling and execution of dual IT and facilities site services. The project included ensuring 2 sites were fully serviced with email, business management software, phones and security during the transition period and then full migration to the new facility.

IT management & support of Windows servers, network, email, internet, business management software, and phones for the manufacturing floor, administration staff and customer service call centre representatives (100+ users). This included hands on trouble shooting & problem solving, maintenance of user accounts & Server housekeeping.Hands on IT support of entire facility & PC production line. Creation of Windows OS images for daily PC Production. Facilities management of 3,000 sq m building. Resolved escalated technical support calls.I was responsible for writing & updating the technical section of user manuals & website pages. I created support documents based on information / feedback from the technical team, this was interpreted for tech support phone agents for them to use when solving issues for end users.Technical support of production lines (capacity 300 PCs per day). Introduced RIS network based Windows OS deployment system to PC production (Softthinks software).Chaired technical meetings with Swedish PC manufacturer partner regarding sharing of technical resources & manufacturing techniques.Technical liaison with 3rd party Polish PC assembler of iQon PCs for Tesco Eastern European stores.Configured & supported Blackberry / Smartphone email for Field Sales Agents. Management of daily backups and ensuring the security of offsite storage.Monitoring technology trends, innovations & new products. Acquainted with supplier road maps.

iQon Technologies (formerly Romak Computers CHS)Responsible for technical support of production lines & production of PCs (capacity 100 PCs per day) and also the facilities technical infrastructure. Management & organisation of daily PC production. Managed the complete diagnostic cycle of PCs. Responsible for final QC of product to be shipped.Resolved escalated tech support calls from general public end users who were customers of ESB, Shop Electric (NI) stores & Argos.

iQon Technologies (formerly Romak Computers CHS)Supervisor of 7 production staff. Resolved escalated tech support calls. Responsible for production of PCs (capacity 40 PCs per day). Co-developed quality system with control procedures resulting in the company being awarded ISO 9001.

iQon Technologies (formerly Romak Computers CHS)1st technical employee of new start-up company. Assemble & test PCs.Handled tech support calls from customers.

Evening class Instructor of “CompTIA A+” Computer Technician course to a class of mature students.