David Corr Email & Phone Number

Ireland

Most recently maintaining service and support contracts for a multinational logistics company on behalf of a large global IT service provider. In this role I have improved desk performance. - I manage a high performing team including 35 L1 agents, 5 L1.5 agents, 6 support staff, across 5 languages.- I help to ensure all client Service Level Agreements (SLA) and Key Performance Indicators (KPI’s) are met, including performance, turnaround, people, and transition management.- Other support provided relates to, recruitment, quality management, policy communication, disciplinary, and HR interaction.- Acting as a point of referral for complex and escalated queries including complaints and feedback procedures.- I develop and oversee the coaching of my technical teams, ensure all knowledge is documented and made available and encourage a learning environment to safeguard operational stability and continuing excellence.- I have focused, motivated and inspired teams by setting bonus targets and implementing internal competitions to reward performance. - I review call and case evaluations and Customer Satisfaction (CSAT) on a weekly basis to ensure consistency and adherence to all regulatory requirements and best practice in customer engagement.- I conduct monthly “one to one’s” and bi-annual performance appraisals to assess performance against objectives, so to improve productivity and encourage employee progression.

Ireland

- Export of raw data and compilation of performance reports with regards to SLAs and KPIs ensuring compliance with service contracts.- I created a dashboard for this role to allow for the daily review of pertinent SLA’s and KPI’s cutting down manual workload required for data tracking.- I analysed, simulated and optimised new and ongoing processes and met with employees after implementation to determine effectiveness. In partnership with the onsite Client Capability Lead I drafted an authentication process for high clearance onsite domain accounts satisfying security concerns by both parties. This was followed with training for the service desks and testing the desks knowledge and compliance with the new procedure.- I advised decision makers such as the Service Delivery Manager and the Account Executive on the established service procedures, appropriate courses of action, estimated required man hours for projects, and wrote memos and reports to document their decisions.- Continuous liaison with External Customers and Technical Counterparts including escalation, resolution and any follow up required, this included writing up a performance improvement plan for a 3rd party second level team, which included documentation of errors and the standard procedures referenced from a level 4 process contract.- Meeting all Control and Compliance requirements and updating and drafting Standard Operating Procedures as required.

Dublin, Ireland

- Development and provision of training and documentation on new applications and services; I rewrote the security and anti-virus training documentation, had it approved by Security team and the Service Delivery team.- Analyse problems, answer questions about applications and services that were beyond the capability of a level one Technical Support Analyst.- Monitoring, identification and prevention of potential and on-going priority issues for business’ critical services for a large multinational pharmaceutical corporation. - Identify and test new applications and services on behalf of the Service Delivery team.- Assisted new starters in setting up their credentials and preparing them for a new workplace.- Research of issues inherent in dealing with 3rd party technology.

Leixlip, Co Kildare, Ireland

IT support for HP client Celesio.Provide first application level phone/email support to customers.Analyze problems, answer questions and provide training about the software.Make basic customizations based on customer needs.Identify, test, and identify workarounds for bugs.Provide regular updates to customers on open support issues.Research issues dealing with 3rd party technology.Assist in editing of training materials and manuals.

Amiens St, Dublin 1, Ireland

Processing claims for Respite Care grant.

Assist potential customers in making informed decisions and presenting industry products in the best possible light.

Castleblayney, Co. Monaghan

Working within a diverse team I provided support to the site manager, ensuring required materials were ordered and delivered on time and that all design plans were followed to specification.

Grad Cert, Computer Aided Mechanical And Manufacturing Engineering

Activities and Societies: Judo, Aikido, SwimmingComputer Aided Mechanical and Manufacturing Engineering

Beng, Aeronautical Engineering

Activities and Societies: Aikido, Kayaking, Dancing, Clubs and Societies board, Clubs and Societies Budget Appeals Committee, European.