David O Carroll Email and Phone Number

As a Service Manager at Vhi, Ireland's leading health insurer, I am responsible for ensuring the delivery of high-quality IT services that support the company's strategic goals and customer needs. I have over ten years of experience in managing IT service operations, projects, and contracts across various industries and sectors.

As the service desk manager my primary responsibility was to oversee the operations of the service desk team and ensure that customer service and IT support is delivered efficiently and effectively. Developing and implementing processes: I was responsible developing and implementing processes to ensure that the service desk team is working efficiently and effectively. This has included developing standard operating procedures, incident management processes, and escalation procedures.

As a Service Delivery Manager I was responsible for the delivery to one the largest retail chains across Europe. My focus was on a setting new support teams including building a knowledge article library, Major incident management team, 1St, and 2nd line support teams.

I was responsible for the Security Operations team for one of the Major Banks here in Ireland including a SIM/SOC/TVM teams.

I was responsible for the creation of a global service operations centre playing a key role in the PCI DSS business space as part of team creating new business offering to protect small business from cyber threats and maintaining support levels for security applications installed on their local computers.

I was responsible for stakeholder management within the account, liaising with senior managers and developing relationships with key stakeholders to protect the interests of the group.I ensured that the technical competencies of the delivery team was in place and available with sufficient level of skills exist to deliver the service.Working with the account director I had commercial management of the account ensuring service was profitable, identifying upsell opportunities, changes were recorded and projects were delivered profitably.I developed the overall governance structure for the accounts ensuring the correct processes and procedures were in place.I also directly managed all the people who worked on the various accounts - this included all permanent staff and contractors.

Actively seeking new career opportunities

Working closing with large multinational clients setting up digital services team to support their customer and to help their sales teams to grow the new products.Working closing with Microsoft to ensure that our clients where delivering the right standard when it came selling, supporting and implementing Microsoft productsWhich involved creating procedures and best working practices. I was also responsible in creating and developing the company’s 2 E-commerce stores.I was heavily involved in helping the company become a Microsoft CSP partner.I was responsible for developing support KPI metrics.Develop and maintain client relationships and build trust.Effectively manage the performance and provide mentoring to staff to reduce staff attrition.Analyze Customer Satisfaction Survey results and operation metricsDetermine team readiness and training plans.Foster collaboration and knowledge sharing across different sites across Europe.Deployment of projects.Adhere to IT design principles and standards as defined by Global Infrastructure & Design Services.Staff management including objective setting, performance Developing, prioritization, mentoring and trainingManaging a team of up to 25 staff made up of Desk based engineers Field based Engineers and Administration staff. covering Ireland, UK Switzerland and GermanyAnalyze data trends and drive development of the team and Process tools used I am also heavily involved the provisioning systems used by our Telco customers in all countries.I was also involved in new client tender proposals and once secured helping to get our team up and running including requirement process creation and tool building.Microsoft Maximize Work Shops: January 2012I have delivered Maximize workshops on behalf of Microsoft to Telenor Denmark / Telefonica UK.The key deliverables were improving overall Office 365 Sales and Assignment rates and customer

• Manager for in HP Enterprise Services division, outsourced managed services; providing support to Microsoft’s Office 365 Cloud Service customers in EMEA region (BPOS and Office 365) • Managing a frontline support team of 18 German agents, responding to inbound calls and cases created via web portal.• Gathering all operational data and preparing daily operational reports and briefings on business performance at team and agent levels. Analysing reports to find performance trends, issues and areas of improvement. Reconciling forecast data with actual performance.• Continuous engagement with Microsoft Service Delivery team; preparing weekly operations deck (report) and leading conference calls on operations performance review, offering substantiated opinions and feedback on the direction of the business, performance and issues as they arise. Responding to requests for ad-hoc data and reports.• Planning and implementing actions to meet performance targets for CSAT and Quality of Service objectives.• Reviewing the performance of staff; regular one to ones, identifying training needs and personal development plans.• Improved productivity performance by analysing MPI and case activity. This allowed for the development of improvement plans to address organisation of agents’ daily activities and division of tasks and roles in the team to better respond to workload, thereby improving productivity / case closure delta and decreasing backlog.• Increased CSAT in German team from 45% in September to currently 82%.