Ciaran Hennessy Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

• Responsible for the efficient in-life management, maintenance and troubleshooting of the BT Ireland Network and customer networks, comprised of varying networking technologies including DWDM, SDH, MPLS, Ethernet, SD-Wan.• Completion of fault diagnostics and in-depth investigation across a multi-vendor environment (Nokia, Cisco, Huawei), driving faults to resolution within agreed SLA, collaboration with other engineering teams, vendors and providers to resolve more complex issues• Monitoring and analysis of all network alarms ensuring all alarms accounted for and investigating any outstanding alarms.• Network incident response and investigation ranging from minor issues to major outages, managing incidents through to resolution, ensuring timely and accurate internal communications and customer interactions regarding incidents.• Completion of network assurance requirements including circuit configuration, testing, build integrity verification and documentation accuracy validation.• Managing access control via Authentication, Authorization, and Accounting (AAA) tools, ensuring secure and compliant network and site access for engineers, vendors and third party contractors.• Monitoring and responding to Infrastructure and Data-Centre related SIEM events, tracking Data-Centre environmental conditions and engaging with Data-Centre engineers to address anomalies and issues.

Dublin, County Dublin, Ireland

• Analysis of key customer data for the design and provision of KPIs, customising performance data views based on customer requirements• Support for employees in relation to onsite I.T issues, troubleshooting, hardware / connectivity issues, supporting the I.T team in relation to the same • Identifying service issues through the monitoring and analysis of key customer data, Liaising with Business Development and Operations Managers in relation to the same• Analysis of departmental contact data to identify peak areas and allocate headcount requirements to ensure adequate availability of resources• Compiling and analysing reports to measure delivery centre process compliance, Liaising with Operations Managers to improve compliance• Assessing eligibility of new accounts to be managed by the Preferred Customer team• Acting as first point of contact for onboarding to ensure key customer success, setup and demonstration of customer data management tools

County Dublin, Ireland

• Ensured proactive communication was exercised and maintained between Nightline and UPS departments regarding Customer migration, aligned customer expectations and needs to UPS systems and services during migration• Managed Team Leaders to ensure all Team performances were monitored and optimised, Coached Team Leaders, to ensure Team motivation was maximised and maintained• Assessed key performance indicators to determine areas meeting and falling below business expectations• Supervised operation of contact centre to ensure proper client experience, first contact resolution, accuracy and quality levels

Dublin

• Managing call handlers and B2B key account handlers to guide and instruct to improve performance• Assessing individual and team objectives regularly; developing procedures and processes to ensure Key Performance Indicators (KPI) are met and overall performance is maximised• Conducting regular one-one and team meetings to gather ideas to improve team performance based on weekly performance and customer feedback reports.• Tracking the quality of all confidential inbound and outbound customer communications, including telephone calls, e-mails, morning reports and other channels• Assisting team members to find specific solutions to customer issues and concerns• Promoting an enthusiastic and competitive team atmosphere to increase motivation and results• Overseeing the recruitment of new team members, including initial and on-going training.• Designing of training documents to assist agents in learning of systems and processes.

• Managed B2B account activity on a daily basis for clients in retail, shipping and other fast-moving sectors; as key point of contact maintained collaborative relationships and reported daily on KPIs• Corresponded extensively with clients, using MS Outlook features to facilitate swift responses to enquiries; handled and directed a high volume of calls to applicable departments, in a fast-paced and high-pressure environment• Used multiple software systems to effectively manage workload and complete reports on time• Exercised initiative to identify and investigate complex client issues, proactively communicated with other departments to ensure smooth delivery and implemented lessons learned

Postgraduate Diploma, Cyber Security

Higher Diploma, Science In Computing, 1.1

Master Of Arts - Ma, American Literature, 2.1

Bachelor Of Arts - Ba, English, Psychology, 2.1