Conal Curran Email & Phone Number

Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Canada Area

Dublin

Dublin

• Providing hardware and software desk-side and remote support to all end users including VIP users in across multiple domains.
• Maintenance & management of the production environment including change order implementations such as Server/Client software patching & hardware upgrades.
• Server/Network monitoring with investigation & troubleshooting of any high priority issues including liaising with the appropriate teams through to resolution.
• Providing support for niche systems by managing user access and permissions, system updates, user training and server maintenance.
• Supporting and communicating with the service desk including cross skilling, training & documentation handover of any suitable tasks.

Pfizer Pharmaceuticals

• Providing 2nd level technical support to all users at the client site
• Ensuring a high level of service was maintained to all users and reported problems are closed out within agreed timelines.
• Working closely with client support personnel in teams of two.
• Leading and contributing to the development of area Standard Operating Procedures (SOP) and policies to support GMP (Good Manufacturing Practice) requirements.
• Supporting the compliance group to qualify various IT application components.
• Initiating, implementing and closing change controls to enhance functionality of systems.

Pfizer Pharmaceuticals

• 1st level support for all Pfizer Pharmaceuticals (formerly Wyeth) helpdesk queries.
• Answering all incoming IT calls via phone, e-mail and HP Service Centre ticketing system.
• Acting as the first point of IT support for 3 UK customer sites.
• Resolving problems by phone support and remote dial in.
• Troubleshooting issues with Desktops, Laptops, Printers and Network issues.
• Setting up users on Blackberry Enterprise Server, performing blackberry activations, resetting passwords and troubleshooting issues as 1st and 2nd level support.

• Providing technical support to Stream Customer Support Professionals, including desktops, hardware and network issues.
• Resolving difficult technical issues for both customers and Stream support professionals.
• Monitoring support professional calls and giving regular constructive feedback.
• Participating in the escalation processes by reporting and analysing any unresolved issues and open calls.
• Preparing operational materials as needed on various technical issues.
• Maintaining customer satisfaction according to the current SLAs.

• Providing support to customers via telephone, Web and Email and working within a call centre environment.
• Achieving and maintaining service level statistics in keeping with SLAs.
• Using numerous systems and tools to effectively troubleshoot and help in problem solving for customers.
• Tracking and documenting customer and problem information in call tracking database.
• Working as part of a team, contributing to overall team performance, providing support and assistance to new team members.