Derek Mitchell Email & Phone Number

County Dublin, Ireland

County Dublin, Ireland

• Responsible for the day-to-day management of three separate teams, On-boarding team, Customer Care team and the Technical Support team.
• Ensured that all customer interaction was dealt with in a timely and professional manner while at all times exceeding internal and external KPI’s
• Responsible for Service Desk Assistants work load to ensure balance between project work, development and customer service
• Designed and produced reports that were presented to Senior management monthly.
• Designed and produced reports to track the team KPI’s
• Made hiring recommendations based on analysis of compiled data

• Assisted in Implementation and roll out of new company CRM tool.
• Admin of the company CRM, responsibilities include design and evolution of modules to fit a changing and growing company.
• Responsible for Service Desk Assistants work load to ensure balance between project work, development and customer service.
• Responsible for the production and development of internal Service Desk Reports for both management and international sales teams.
• Provide technical assistance to customers (enterprise end-user and reseller) on Asavie products.
• Troubleshoot APN/VPN connections through end devices, firewalls and associated routings via a cloud based SaaS

Dublin

• Provide First Line Support for UPC business customers
• Troubleshoot & Resolve Broadband issues
• Bridge Modems in to Customers Fire Walls
• Troubleshoot & Resolve DTV issues
• Load services onto Modems & CPE's

Dublin

• Client Facing support and resolution of queries via phone, email and Fax,
• Expert in a variety of accounting software packages including SAGE, Big Red Books and Thesaurus payroll manager.
• Data Extraction and Analysis of accountancy data
• Forensic analysis of data from companies IT systems.
• Preparation and publication of Internal and External reports to strict formats and deadlines.
• Preparing Revenue returns in respect of VAT PAYE/PRSI RCT and Corporation Tax via ROS.

London, United Kingdom

• Twice winner of Archant Media best Irish Chef in london
• Implementation and maintenance of a computer based stock control and order system
• Facilitator and content provider for corporate websites
• Planning and preparing and publication of seasonal menus.
• Coordinate the HACCP system for the chain.
• Communicating effectively with front of house and customers