Dawn Cosingan Email & Phone Number

County Dublin, Ireland

Dublin 18

A full time job, working as a Level 1 Support. The role is to provide technical support for EMM and MDM solutions (such as MobileIron, AirWatch, Wandera, Movius, etc) on platforms such as Android, iOS and Windows and escalate issues to next level support to further resolve reported issues. In this role as well, we will do tasks for Managed Services for some companies, depending on their contracts. Responsibilities: • Communicate helpdesk customers through phone calls and ServiceNow ticketing system for any reported issues and bring tickets to resolution; otherwise escalate to the next level support when required • Execute administration tasks for Managed Services (depending on customer’s contract) and communicate directly to the end-users • Create draft kitting documents, configure devices according to the agreed kitting process, implement kitting QA process • Work to meet SLAs • Support in EMM and MDM Solutions on platforms such as Android, iOS and Windows. • Work with Enterprise Mobility Managed Services, supporting a wide range of leading vendor mobility platforms such a MobileIron, Wandera, Geopal, CheckPoint, AirWatch, LookOut, Movius, Acronis and others.

- Worked as a full time technical support associate- Provide technical support for Microsoft products: Microsoft Surface RT and Pro, Xbox and Microsoft Band - Communicate with customers through inbound calls and scheduled callbacks using Avaya Telecommunications - Document and report any reported issues and its resolutions using the CRM software (Assistant Support Desk, Customer Assistant Portal) - Worked briefly as a sales agent for Microsoft Surface products and accessories using Digital River

Dublin

The following are the responsibilities in working as a customer support engineer: - provide support to customers in using Webroot consumer products- perform troubleshooting skills in any reported issue - communicating with customers through proprietary CRM software (written communication) and use Avaya telecommunication software (verbal communication) for inbound and outbound calls- manage customer issues and if required, escalate it to the correct department Tools used: proprietary CRM software (OpenWebroot), Avaya Telecommunications (inbound/outbound calls), LogMeIn Rescue, Virtual Box, TestTrack and proprietary software in collecting logs OS: Windows, OSX, iOS and Android platforms

Athlone, Co. Westmeath

I work as an intern in Customer Support for three months. In this department, it is the Tier 2 of Customer Support where the escalated Customer Service Request (CSR) and Emergency CSR are handled. The team or area that I was working on, Performance Management (PM) and Ericsson NIQ (ENIQ).

Post Graduate, Professional Practice

Msc Applied Software Technology

B.Eng, Electronic Engineering With Computers

Education record

Highschool