Ciarán Carrick Email & Phone Number

County Dublin, Ireland

Main responsibilities:• Handles and responds to inquiries/escalations related to Enterprise / Outbound customer technical support through Phone, Email and Chat support via Zendesk, Jira and CRM (SalesForce)• Experience with tools and technologies like Salesforce, Zendesk, SQL databases, APIs, and LLMs.• Troubleshoots customer's problems and provides customised recommendations to enable high customer engagement with the product.• Experience with REST APIs.• Documenting customer information and recurring technical issues to support product quality programs and product development.• Submit bugs/tasks to be resolved via Phabricator/JIRA.• Communicate complex technical information in user-friendly ways to both technical and non-technical users• Provide a quality and friendly user experience, reflective of the Dropbox & Hellosign brand• Provide consultative services to enable custom configuration of Dropbox settings, preferences, and workflows• Work cross functionally with stakeholders (e.g. Account Managers, Technical Account Managers, Technical Architects, Engineers, CSM's) to ensure a seamless experience for our users• Optimisation of our internal and external documentation and processes to build and maintain context on Enterprise Customers and Premium Customers on a 24/7 operational basis covering weekend shifts• Managed employee training for all new recruit's over a 12 month period and offered continuous advice, guidance and mentorship on duties and best practices.• Providing On-Call Priority support via PagerDuty

Dublin, Ireland

Main responsibilities:• Work with Facebook CO/Trust and safty team in optimizing Mobile operations, improving overall process & workflow of the platform via feedback, suggesting improvements to Policies regarding Trust & Safety.• Comprehensive Understanding of Facebook Community standards/policies.• Represent Facebook by maintaining a friendly, active presence online, day-to-day moderation of the Help Center Community building healthy relationships with power users.• Support, educate, and build relationships with people using the platform to encourage self-expression sustaining a safe environment.• Drive projects and strategies to ensue overall forum well-being, provide high-quality and personalized responses.• Explain complicated product & policy concepts in simple, jargon-free language.• Support processes to improve Facebook’s product & support experiences for a scalable community of 2.2 billion users.• Execute scalable strategies to engage, educate, & highlight the broader community as well as active members.• Escalate high priority issues and user queries when appropriate, log bugs & troubleshoot technical problems.• Leverage data to identify trends, provide actionable insights, & improve product and backend experiences.

County Dublin, Ireland

Lecturing DIT’s School of Media and School of Computing. Different programming modules covered in various stages. Artificial Intelligence and Object Oriented scripting to 1st-2nd year BSc students. Modules were designed for B.Sc Computer Software Development, Software Engineering Course students.Main responsibilities included:• Provide problem solving counsel for Student's projects.• Prepare educational material about the academic year’s requirements.• Deliver tutorials to students about different lecture’s subjects (Lua, Java and C#)• Provide learning support to struggling students.• Assist lecturer in evaluating, marking academic exams and projects.

Master Of Science - Msc, Software Development & Software Applications, Dt9540, First-Class Honours

Modules Included: - Software Architecture - Information Design - Digital media - Design Principles - Design Practices - Web Authoring - UX.

Bachelor Of Science - Bsc, Computer Software And Media Applications, 2:1

Activities and Societies: I was elected student leader of the class to arrange entertainment, outings and activities. Modules: -Software.

Hetac Certificate In Principals Of Programming, Computer Science, Distinction

Associate’S Degree, Computer Science, Distinction

Modules: -Object Orientated Programming (Java) -Graphical User Interface Programming -Web Development -Software Architecture -Project.