• Hired as Support Engineer. Promoted to Senior Support Engineer, March 2015.• In-depth expertise across SAP Software products: SAP BW, SAP BPC and SAP ERP.• Work as part of a global support team and engage with internal SAP departments, external 3rd parties and customers to troubleshoot and resolve issues.• Provide remote/back office support to SAP customers including Coca Cola, Intel, Diageo and JP Morgan.• Provide onsite support for US clients, including Bank of America and Walmart (8-12 weeks per annum).• Member for SAP BPC on HANA Escalation team that ensured successful Go Live for US food retailer.• De-escalation Architect (DEA) for SAP BPC on HANA global escalation for leading US health insurer.• De-escalation Architect (DEA) for SAP Global Risk and Compliance (GRC) global escalation at Walmart.• During my role as a DEA I manage identified SAP software issues to ensure they are resolved by relevant party. I would also present status updates to internal and customer management teams.• During services for SAP customers my tasks have included the following: Providing SAP system configuration recommendations, system monitoring during/post Go Live, fixes for critical SAP system production down issues and recommendations to improve runtime of key processes. • Engage with customer teams to assess SAP solution, document core processes and identify configuration or design weak points.• Perform root-cause analysis of SAP reports/queries to identify source of performance bottlenecks. • Mentor new hires. Provide remote support to colleagues at customer locations.

I was permanently based with JPMorgan as DSS employee• Provided IT support to 220 staff located in Dublin and remote sites. Included HW and SW support (Blackberry, Multifunctional Devices, Laptop/PC, VoIP, Windows OS, MS Office, and MS Outlook).• Met monthly KPI target for number of tickets processed.• Managed roll out of new build PC’s to 168 users. Delivered project on time and budget.• Created common task user guides for applications within JP Morgan HFS.• Ran weekly Symantec Enterprise Security Manager reports. Monitored and circulated reports.• Assisted with full disaster recovery testing with management, business users and IT support colleagues

I was based full time in the Department of Communications, Energy and Natural Resources (DCMNR) as a Calyx employee.