Claire Colohan Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

• Working as part of the Service Delivery team to deliver a high-quality service to end users in Tusla• Interacting with users on a daily basis - being helpful, understanding and providing excellent customer service• Jitbit Incident and Service request queue management of all assigned tickets in my queue• Desktop support and application support• Device Support - Setup of laptops and phones• User Administration and new starter equipment setups• AD and O365 administration for accounts, groups and computers• Working on the ICT hub once a month (or for cover) to provide drop-in helpdesk services for the Brunel building and surrounding areas.• Liaising with external vendors e.g: for backup restores• Imaging of laptops• Creation of Knowledge Base articles int IT Helpdesk System• Assist with training up staff that join the team• Escalation of Incidents to Line Manager when required• Adhering to all the policies and procedures Tusla have put in place• Working with the team but also on my own using my initiative• Implementing the ITIL 4 framework in my daily tasks• Liaising and dealing with all parts of the ICT department to resolve any incidents that occur

Dublin, Ireland

• Owner of Incident, Request and Escalation process for the local IT Service Desk within Volkswagen Financial Services Ireland• Supervised the Service Desk activities• Ensuring day to day operations activities were assigned and managed through to• completion• Worked on all incidents and Service requests logged in HP Manager Helpdesk tool• User Management administration and re-certification of authorizations/permissions for business and IT applications in line with HQ requirements• Installing, configuring and troubleshooting all IT related software• Imaging and setting up of all laptops/desktops• Setup of all phones/iPad using Apple DEP• Office setup post covid and desk moves/equipment replacements• Performed user on-boarding and off-boarding activities• Liaising with external vendors to buy equipment• Managed and organised the escalation of incidents to different teams in HQ• Followed and met all Service Level Targets set up by HQ• Produced the Monthly KPI report and worked with HQ to automate the report from PowerPoint to Apex Reporting system• Maintenance of hardware asset register and recycling of all old equipment• Co-ordinated, Escalated and managed the local aspects of all major P1 & P2 IT incidents• Provided VIP support for SMT members• Organised and ran Weekly/Monthly meetings with UK and HQ teams that looked after some of our incidents• Creation of Knowledge base articles• Identifying better and smarter ways to work• Project work - M365 rollout, VPN upgrade, Interns system setups, upgrade of laptops to windows 10• Automation of monthly KPI report and FS.Get set up (new service catalog where users logged Incidents and Service Requests)

Westland House, Westland Park, Willow Road, Dublin 12

IT Service Desk ManagerIT Service Desk Team LeaderSenior IT Analyst• Managed technical support desks in Dublin and Glasgow providing deskside and application support for 3000 staff spread across head office, depot offices, call centres and field staff• Led a team of 5 help desk and deskside support technicians in Dublin and Glasgow• Owner of Incident, Request and Escalation process for the IT Service Desk• Co-ordinated all major IT incidents and outages• Set up SLAs and managed monitored their subsequent adherence • Hired and developed help desk and technical support staff in Dublin and Glasgow• Managed and organised the escalation of issues to 3rd level support and subsequent root cause analysis• Co- Ordinated and oversaw Project work including roll out of window’s 10, relocation of offices, configuration and deployment of mobile devices to field engineers • Designed and Implemented processes and procedures to improve the IT Service Desk• Reported on IT Service Desk performance and governance to senior management • Gained extensive experience in mobile device management, Office365, Exchange, AD, Networking principles• Built and maintained strong relationships with IT support partners

Leopardstown, Dublin 18

• Provided desktop Support – first response through to resolution• Supported all business applications • Supported Mobile/Data Device – Blackberries, Smart Phones and IPads• Provided infrastructure support - Cabling/Patching • Administrator for MS-Exchange, AD and Lotus Notes• Built strong customer relationships• Liaising with 3rd party vendors• Instrumental in implementation of the new IT Helpdesk System – Freshdesk• Delivered IT induction for all new employees

Naas, Co. Kildare

• Provided desktop support – first response through to resolution• Provided day to Day support of all core business applications• Installed, maintained and provided trouble shooting expertise for Hardware, Software and Network components• Provided mobile device support• Administration for MS Exchange and AD• Evaluated and recommended purchase of IT equipment• Liaised with 3rd party vendors• Project work – assisted in the development and Training Office 2010 program

Brisbane, Australia

• Provide Helpdesk Support via Helpdesk system– Heat • Resolved software and hardware issues • Escalated issues to 2nd or 3rd level support when required • Liaised with 2nd and 3rd level support regarding same problems in order to resolve them • Monitored last modified calls - contacting the customer to see if call is resolved and contacting of 2nd or 3rd level support if required.• Mainframe support - mainly un-revoking of user accounts and printing issues0

Excel Meats, Kilbeggan, Co. Westmeath

• Support of Production Systems e.g. Scanvaegt and associated databases. • General Hardware Support e.g. printers, Scanners, Indicators, terminals and Scales. • Client Network Support – providing full support for PC hardware and software queries.• Assisting in the installation and maintenance of hardware, software and network equipment.• Check Daily backups• Perform files recoveries on request• Maintaining of Exel Meats Cattle Payments System• Documentation and labelling of all IT Assets• Identifying of problem areas within IT support function and reporting these problems to the field IT supervisor.

Itil 4 Foundation, Itil, Pass

Bsc. Computing & Information Technology Management, First Class Honours

Network Systems Mgt. Advanced Database Systems Human Resource Mgt & Law Multimedia Systems Strategic Mgt & Info. Systems Management.