Daniel Delaney Email & Phone Number

Cork Metropolitan Area

Key Responsibilities:Customer Engagement & Support: Assisted clients in maximizing the use of our Identity and Access Management software, adhering to Service Level Agreements. This involved addressing customer queries and ensuring effective utilization of our solutions.Knowledge Management: Authored and updated Knowledge Base articles using the Knowledge-Centered Service methodology, ensuring both accuracy and relevance.Risk Management & Escalation: Identified and… Show more Key Responsibilities:Customer Engagement & Support: Assisted clients in maximizing the use of our Identity and Access Management software, adhering to Service Level Agreements. This involved addressing customer queries and ensuring effective utilization of our solutions.Knowledge Management: Authored and updated Knowledge Base articles using the Knowledge-Centered Service methodology, ensuring both accuracy and relevance.Risk Management & Escalation: Identified and mitigated potential service delivery risks, minimizing client operation impacts.Complex Issue Resolution: Managed and resolved intricate customer issues in collaboration with Product Managers and Support Management, focusing on customer and support enhancements.Performance Analysis & Operational Improvement: Analyzed support team KPIs, reported trends, and suggested process enhancements for better efficiency.Technical Environment Replication: Replicated customer technical environments in labs (VMWare/Azure) to resolve issues, ensuring high service levels. Technical Expertise:Identity & Access Management Solutions: Experienced in supporting solutions like Active Roles, Password Manager, and Quick Connect.Active Directory Management: Proficient in Active Directory management, including user/group administration and Group Policies.Federation Services & Scripting: Skilled in LDAP, SSO, ADFS, SAML, WS Federation, and PowerShell scripting.Cloud Technologies & Server Management: Knowledgeable in Azure, IIS, and IIS logging.SQL & Network Troubleshooting: Experienced in SQL queries, OS/network troubleshooting, and network analysis.Security & Connection Protocols: Deep understanding of user authentication, authorization, certificate management, and remote connection methods like OpenSSH, Telnet, and FTP.Network Traffic Analysis: Capable of analyzing network traffic, identifying anomalies, and determining data loss causes using tools like Fiddler and Wireshark. Show less

Mitchelstown, County Cork, Ireland

Spearheaded the deployment of new technologies, encompassing both hardware and software, to enhance end-user experiences.Provided comprehensive technical support for desktops, laptops, printers, phones, and peripheral devices.Skilled in supporting a variety of applications including Microsoft Office, email, internet access, desktop computing, and printing solutions.Demonstrated expertise in remote access, VPN management, and adept in using SCCM for efficient system… Show more Spearheaded the deployment of new technologies, encompassing both hardware and software, to enhance end-user experiences.Provided comprehensive technical support for desktops, laptops, printers, phones, and peripheral devices.Skilled in supporting a variety of applications including Microsoft Office, email, internet access, desktop computing, and printing solutions.Demonstrated expertise in remote access, VPN management, and adept in using SCCM for efficient system administration and deployment.Conducted training sessions for system users and helpdesk support staff, ensuring effective knowledge transfer and skill development.Prioritized and analyzed assigned support calls, applying critical thinking to deliver timely and accurate solutions.Implemented and documented resolutions while adhering to Dairygold’s IT policies and procedures.Proactively challenged existing policies and practices, suggesting innovative alternatives to optimize operations.Coordinated with Level 2 and Level 3 support teams, ensuring effective tracking and escalation of support issues.Analyzed incident data to identify recurring problems, initiating resolutions and implementing permanent fixes.Maintained clear communication with users, ensuring they are informed about issue resolutions and updates.Managed and updated documentation on processes and support issues, keeping a meticulous track of assets in our asset tracking system.Provided reliable out-of-hours support on a rotational basis, ensuring uninterrupted IT services.Utilized SharePoint for managing and sharing information across the organization, enhancing collaboration and data accessibility.Regularly updated the Technology Manager with status reports, highlighting progress and any outstanding issues. Show less

Cork Metropolitan Area

Created a report on blockchain's potential for a global consulting company. Key Findings: Broad Potential of Blockchain Technology: Blockchain is recognized for its vast potential across various industries, especially in energy and commodity trading. It's particularly relevant for renewable energy and precious earth metals, offering various technological attributes that can be applied and implemented in these markets​​.CapSpire's Role and Expectations: CapSpire, a leader in… Show more Created a report on blockchain's potential for a global consulting company. Key Findings: Broad Potential of Blockchain Technology: Blockchain is recognized for its vast potential across various industries, especially in energy and commodity trading. It's particularly relevant for renewable energy and precious earth metals, offering various technological attributes that can be applied and implemented in these markets​​.CapSpire's Role and Expectations: CapSpire, a leader in commodity solutions, anticipates that blockchain adoption in industrial practices will grow exponentially over the next decade. They aim to consolidate their position as a leading technology solutions provider by understanding and implementing blockchain in the commodity industry​​.Distributed Ledger Technology (DLT): DLT, a key aspect of blockchain, is highlighted for its role in energy trading firms. It promises encrypted and immutable data, potentially cleaning up unethical behaviors in high-value businesses and reducing the need for extensive documentation and third-party intervention​​.Blockchain as a Disruptive Technology: The report underscores blockchain's role as a disruptive technology that can technically enhance energy commodity trading. It investigates how blockchain has been used in this area and aims to provide new insights into its role in the industry​​.Technical Implementation Insights: A thorough understanding of blockchain technology is established, along with knowledge of specific commodities that could benefit from blockchain and existing use cases in similar industries like financial trading. This creates a practical framework for CapSpire to enhance its value to clients​​.Transformation in Energy Trading: Renewable energy trading is undergoing a shift from centralized to a more decentralized paradigm, with small energy prosumers (producers and consumers) generating energy and participating in the energy market​​.URL: https://ucc-ie.academia.edu/DanielDelaney Show less

Cork, County Cork, Ireland

• Worked on the Pinergy and Smartzone campaign. • The Pinergy campaign involved outbound sales calls. • The Smartzone campaign involved scheduling the workload for teams across Ireland, optimized driving routes, and handled customer inquiries.• Prioritized and assigned jobs efficiently, ensuring smooth operations and customer satisfaction.• Processed payments, documented calls, and collaborated with colleagues to meet performance targets.

Master'S Degree, Information Systems For Business Performance

MSc Information Systems for Business Performance

Bachelor'S Degree, Biological & Chemical Sciences - Microbiology

BSc Microbiology