Connor Doherty Email & Phone Number

Northern Ireland, United Kingdom

Belfast, Northern Ireland, United Kingdom

I am an experienced Customer Support Engineer with a strong background in managing and optimizing cloud environments. My expertise in Virtual Private Cloud Hosting (VCP), VMware, and system integration allows me to effectively maintain and enhance cloud-based solutions. I am adept at working with Nginx and Linux and Microsoft to manage and host web services, ensuring high availability and performance. In my previous roles, I have been responsible for integrating various systems, supporting and maintaining existing infrastructure, and troubleshooting server and performance issues. I also have experience in client engagement and technical pre-sales, working closely with commercial managers to provide technical insights and solutions. I am passionate about delivering high-quality support and am committed to leveraging my technical skills to contribute to your team’s success.

Belfast, Northern Ireland, United Kingdom

As a Support Engineer, I bought a strong technical background and a proven track record in managing and supporting Microsoft 365 services, including Exchange Online, SharePoint, and Intune. I have extensive experience working with Microsoft Client Operating Systems (Windows 7/8.1/10) and key desktop applications like the Microsoft Office suite. My expertise extends to Windows Server operating systems, with a solid understanding of core networking fundamentals, including TCP/IP, LAN, and WAN technologies. I am also familiar with Mac OS and its Office applications, enabling me to support a variety of platforms.

Belfast, Northern Ireland, United Kingdom

Manage and support our network infrastructure, including website hosting, DNS management, and firewall configurations. Oversee email filtering solutions and ensure robust security and compliance across the network. Handle VOIP communications, specifically with 3CX and Microsoft Teams, to keep our team connected. Assist with IT hardware provisioning, software licensing, and maintain managed WiFi systems. Utilize Azure to support cloud-related tasks and ensure smooth operations. Focus on delivering reliable IT services while adhering to security and compliance standards.

City Quays 2

Manage and maintain our company’s network infrastructure, ensuring everything runs smoothly. Troubleshoot and resolve network issues quickly to keep things up and running. Work closely with other teams to make sure our network is secure and meets compliance standards. Continuously monitor network performance and tweak it as needed for optimal efficiency. Help develop disaster recovery plans and stay on top of the latest networking trends and technologies.

Carryduff

As a Service Desk Team Member I was tasked with providing 1st to 3rd line support to a varied customer base. My responsibilities include managing the entire incident and request lifecycle, from initial receipt through to resolution and closure, ensuring alignment with service level agreements. I deliver remote support through multiple channels, including phone, instant messaging, and tools like Teamviewer and LogMeIn Rescue, while maintaining proactive communication with customers. My role extends to offering technical support, conducting both online and in-person training, and diagnosing hardware and software issues to provide effective solutions. I diligently log and manage customer interactions in Microsoft Dynamics CRM, aiming to meet service outcomes and cultivate positive customer relationships. Additionally, I update self-help documents, prepare hardware for customer installations, and oversee the correct execution of installation procedures. My duties also include configuring customer equipment for internet connectivity and actively participating in team meetings to drive continuous improvement.

Antrim

As the Team Lead for the BSO Phase 9 Deployment initiative, I was tasked with leading the deployment of desktops and laptops across Northern Ireland, overseeing the decommissioning of outdated equipment, and auditing all devices in line with asset management protocols. I guided the team in addressing and resolving any technical issues related to software and hardware that occurred during the decommissioning and upgrade processes. Additionally, I ensured that team members adhered strictly to all decommissioning and upgrading procedures, with any necessary escalations being managed by myself.

Antrim

In the capacity of Desktop Support/Rollout Engineer for the BSO Phase 8 Deployment, my responsibilities included configuring and deploying laptops and desktops for users, installing necessary applications and images onto the hardware. I supported the business through upgrades and migrations, handled administrative tasks related to stock management, and ensured the correct provisioning of IT equipment, permissions, and licensing. I maintained close communication with internal customers across departments, providing support for their hardware and software needs. I worked independently to meet tight rollout schedules and coordinated with customers to arrange on-site visits for ongoing support and system upgrades.

Newtownabbey

As the primary point of contact for calls logged through phone, portal, and mailbox, I was responsible for providing comprehensive support across four separate contracts, supporting around 25,000 end users and 30,000 devices. I participated in an On-Call rota to manage high-priority issues after hours. My responsibilities included troubleshooting a wide range of technologies, from laptops and desktops to servers, Citrix, printers, mobile devices, telephony, LAN/WAN networks, and bespoke software. I continually updated my skills to ensure effective problem resolution and served as the Service Desk subject matter expert for colleagues and customers. I meticulously logged incidents using VMWare Infra Enterprise v8 & v9 and provided training on systems and procedures to colleagues. My role also involved managing Active Directory, including troubleshooting, password resets, and permission assignments, as well as handling RADIUS authentication and VPN troubleshooting. Additionally, I managed Blackberry accounts and the Genesys system, providing essential training to maintain service quality. I was committed to taking ownership of user problems, ensuring prompt resolution and maintaining strong relationships with internal and external support teams.

Computer Science, Computer Science

Presently in my second year

Ocr Level 3 Extended Diploma In Ict Systems And Support, Ict