Dennis Harnett Email & Phone Number

Perth, Wa, Au

Cork, County Cork, Ireland

Headline: Technical Support Team Lead | Setting up first support office in Perth AustraliaSummary:As a seasoned technical support Engineer and team lead with 10 years of experience, I am excited to take on the challenge of setting up the first office in Australia. I have a proven track record of building and leading successful teams, ensuring customer satisfaction, and implementing effective support strategies. This role includes the hiring and training of like minded… Show more Headline: Technical Support Team Lead | Setting up first support office in Perth AustraliaSummary:As a seasoned technical support Engineer and team lead with 10 years of experience, I am excited to take on the challenge of setting up the first office in Australia. I have a proven track record of building and leading successful teams, ensuring customer satisfaction, and implementing effective support strategies. This role includes the hiring and training of like minded Technical Support Engineers to make the foundation for a support center of excellence.Successfully led a team in delivering top-notch technical support to customers in Cork IrelandImplemented support strategies that reduced response time and increased customer satisfactionCollaborated with cross-functional teams to identify and resolve technical issues, and provided feedback to product teams to improve product quality Show less

County Cork, Ireland

- Data Security Application Support- Trouble shooting and configuring the Data Security platform- Teaching and supporting customers of all technical skill levelsReporting and assisting in monitoring internal and external threats

County Cork, Ireland

County Cork, Ireland

- 1 of 5 starting Engineers - Our goal was to develop the Tier 2 backbone Team for Europe/Ireland- Required fast pace learning to bring us up to speed on all Varonis Products Including GDPR- Helped establish the Tier 2 and Tier 1 teams- Supply support to Varonis customers to the highest standards I have experienced.- Represent Varonis at Career Days to assist in recruitment of the T1 and T2 teams.- Trouble shooting and configuring the Data Security platform-… Show more - 1 of 5 starting Engineers - Our goal was to develop the Tier 2 backbone Team for Europe/Ireland- Required fast pace learning to bring us up to speed on all Varonis Products Including GDPR- Helped establish the Tier 2 and Tier 1 teams- Supply support to Varonis customers to the highest standards I have experienced.- Represent Varonis at Career Days to assist in recruitment of the T1 and T2 teams.- Trouble shooting and configuring the Data Security platform- Reporting and assisting in monitoring internal and external threats Show less

Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote sessionsInteract with customers at all levels, with a demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators)Manage and work support tickets per industry best practices utilizing existing CRM systemsEffectively communicate technical information to non-technical… Show more Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote sessionsInteract with customers at all levels, with a demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators)Manage and work support tickets per industry best practices utilizing existing CRM systemsEffectively communicate technical information to non-technical customersCoordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelinesContribute to our Knowledgebase (author and edit knowledge base articles)Maintain working lab systems to facilitate reproduction of customer issues Show less

Balincollig, Cork

Resolve customer issues and queries, primarily through telephone, e-mail and remote support.Document all steps, inquiries and management details into our case management tool Salesforce Review and analyze system logs through log reviews.Using the resources available I would Troubleshoot a wide variety of customer issues - Hardware/Software/Networking faults - Configuration issues and Consultation cases Develop workarounds and resolutions where documentation does… Show more Resolve customer issues and queries, primarily through telephone, e-mail and remote support.Document all steps, inquiries and management details into our case management tool Salesforce Review and analyze system logs through log reviews.Using the resources available I would Troubleshoot a wide variety of customer issues - Hardware/Software/Networking faults - Configuration issues and Consultation cases Develop workarounds and resolutions where documentation does not exist on the issueInteract and work directly with other staff in multiple departments - including quality assurance/engineering/operations/administrationUse internal and personal labs to reproduce issues for trouble shooting, and attempts to identify the root cause of the issueAbility to Explain the issue and process to non technical personnelWorked on multiple cases at once in an ever evolving environmentWorking with products such as VMware vCenter Server, ESXi, vCenter Heartbeat, VMware Converter, SQL Server, vPostgres, Windows and Linux. Show less

Galway, Ireland

- Provide phone and chat support to internal employees. Remote access to trouble shoot any further issues.- Support consisted of standard software application packages and platforms in which the business operates. - Required in depth knowledge of technical skills in hardware, MS Operating Systems, Networks, Remote Connectivity and business processes.

Dublin, Ireland

Provided online support for approximately 1,000,000 European customers across 5 games platforms, engaging directly with 100+ customers per day, resolving a wide range of issues, exceeding all targets in quality and output.Worked collaboratively in a team of 50 customer service representatives sharing information to resolve issues quickly.Helped and guided new players to help them discover the features of the gameTested and reported on unreleased game content for… Show more Provided online support for approximately 1,000,000 European customers across 5 games platforms, engaging directly with 100+ customers per day, resolving a wide range of issues, exceeding all targets in quality and output.Worked collaboratively in a team of 50 customer service representatives sharing information to resolve issues quickly.Helped and guided new players to help them discover the features of the gameTested and reported on unreleased game content for stability and player experience.Maintained a database of all in-game issues to increase knowledge and efficiency of the customer support department.Investigated and took action on player accounts found to be in breach of the rules of conduct of the games. Show less

Bachelor'S Degree, Computer Science And Software Development

Fetac Level 5, Theater And Dance, Distinction

Fetac Level 5, Information Technology And German, Distinction