Devin Stair Email & Phone Number

Dublin, County Dublin, Ireland

Use strong communication skills to collaborate with staff to ensure optimal business operation.Maintain VOIP system, as well as helping call center users with software, audio equipment issues and more.Mentor, greet and welcome new staff with a warm, friendly and positive attitude.Coordinate the upgrading, repair and maintenance of office equipment daily.Maintaining, creation, deleting and editing various users accounts throughout the different accounts the company uses (such as Office 365, Rackspace and more).Providing 1st, 2nd and 3rd line technical support, answering support queries from staff and guides in Dublin, and remote offices (Italy, France, UK, USA).Working and maintaining a TCP/IP network environment, including DHCP, DNS and Ethernet.Administration and management of Windows 2008-2012 File and Print Servers, Active Directory, Exchange, Rackspace, Azure and Linux Servers.Administration of Virtual Servers (Windows Server 2012) running Live Websites, Live applications.Provide ongoing support for Desktops, Laptops, Mac’s, Servers, Firewalls and more.Setup and management of City Wonders Systems, Back Office CRM, Diver, Emailgistics, JIRA, Sharepoint, Office, Smartsheet and Team Portal (document management).Administration of firewalls and VPN software, as well as monitoring and assigning of staff laptops and mobile phones.

County Waterford, Ireland

Customer Renewal and Retention: Achieved a 65% increase in customer renewals by developing effective engagement strategies and personalised upsell opportunities.Event Management: Assisted in planning, implementing, and providing live support for over 30 large-scale events, enhancing client engagement and satisfaction.CRM Implementation: Set up a Customer Success Pipeline in PipeDrive CRM (Customer Relationship Management), enabling the team to efficiently track client interactions, update statuses, and set tasks/check-ins.Client Portfolio Management: Managed all EMEA Enterprise customers, totaling over 25, and supported 250,000+ registered users of the ENGAGE platform, including Free and Plus subscription tiers via phone, email, ticketing and business reviews.Onboarding Process Development: Created and implemented a new onboarding process, serving as the main point of contact for clients throughout their journey with ENGAGE, including sales confirmation, training customers, and regular check-ins.Support Team Management: Led the Metaforce support team, maintaining a 94% customer satisfaction rating through effective team management and customer support ticket resolution in Freshdesk within a fast-paced customer service environment.Staff Training: Regularly trained new staff on using the ENGAGE application and trained CSM team members on role-specific tasks, ensuring team proficiency and effectiveness.Product Ownership: Managed Freshdesk and Mailchimp systems, maintaining ISO27001 standards, and ensuring alignment with best practices and compliance requirements.Live Event Hosting: Hosted hundreds of live events on the platform, demonstrating features to prospective clients and generating valuable sales leads.Churn Reduction: Collaborated with the network team to analyse platform metrics, contributing to a 40% reduction in churn by implementing data-driven retention strategies, resulting in developing relationships and retaining key clients.

County Waterford, Ireland

Work as Cutomer Success with the Sales Team to assist clients and potential sales oportunitiesProvide demos and training to potential sales lead and new clientsManage Metaverse Support team of 3 users accross different timezonesProvide Live Support at LINK Metaverse HelpdeskMonitoring and Replying to Support Tickets/EmailsCreation and Updates for Delete Account RequestsClient Metaworld Creation and Updates to Host PrivilegesQA work/support as and when required.Hosting of Live Events (How to Collaborate in ENGAGE, hosted each Wednesday with 1 for EU at 1pm GMT and 1 for US at 6pm GMT)Assisting Events team with large scale eventsAssist internal teams when they need additional supportAssist in Training New Staff or Clients in how to use ENGAGE and other internal toolsAdditional Team Lead responsibilities:Work with the internal ENGAGE teams when issues are reported, or Content needs to be changed/updated in LINKAct as Metaforce team point of contactArranging and updating of team rosterEnsure that all in-house systems and procedures are updated, revised and modified to meet the needs of Metaforce teamWeekly Internal Management Meetings

County Waterford, Ireland

Serve as first point of contact for users logging into the ENGAGE LINK MetaverseProvide tutorials and answer support questions from users inside the platform via Live HelpdeskResponsible for answering support tickets, emails and forum posts from External Clients, Customers and Internal StaffProvide support for virtual events held inside ENGAGE LINK and provide additional training for event organizers, clients, internal staff and moreAssist in Creation, Verification and Deleting of ENGAGE User AccountsCreation of new Metaworlds for clients, editing Metaworld permissions and morePlanning, Monitoring and Assisting in Live Internal or Client Events (from Small to Large scale)Creation of new Content within the Metaverse, varying from Helpdesk Snapshots to Tutorials and morePass on any feedback or suggestions by customers to the appropriate internal teamAssist in Support for various live Sales meetings with Clients and large scale Events with Event teamProvide second level support to the QA team during testing periodsTraining of new ENGAGE team membersAdditional Duties:Hosting and Assisting in numerous weekly Events within ENGAGE (such as Exploring ENGAGE and ENGAGE World Tour)Completed Projects:Setup, Maintenance and Operation of Miniverse (Pre ENGAGE LINK)Training of new Metaforce Team MembersCreation of Documentation for Metaforce Team

County Dublin, Ireland

Responsible for supporting 100+ users internally while also configuring, maintaining and upgrading servers, devkits, PCs and more as Gaming technology evolves.Promptly respond to staff support tickets in person or via ticketing system, email or phone.Quickly and efficiently troubleshoot software, hardware, network and other IT issues.Maintain, upgrade and configure new gaming technologies to production environments.Ensure remote working measures remain operational and work efficiently.Providing 1st, 2nd and 3rd line technical support, answering support queries from staff and clients in Dublin, and remote offices (France, Canada and China).Administration and management of Windows Servers (Active Directory, Group Policy, Share Drives), Microsoft Office (Rackspace, Outlook, Excel) and Google Suite (Google Admin, Docs, Sheets).Working and maintaining a TCP/IP network environment, including DHCP, DNS and Ethernet.Administration of Virtual Servers (Windows Server 2012, Ubuntu) running Active Directory, Websites, live applications and more. Install Updates and troubleshoot any server issues on the live production environment.Provide ongoing support for Desktops, Laptops, Smart Phones, Servers and more.Administration of data center cabinets, backups, firewalls and VPN software.Administration and monitoring of staff mobile phones, game consoles/devkits, servers and PCs.Out of hours on call support and troubleshooting of any IT issues that arise.Additional Duties:Social Committee Communications Liaison (Assist in organization of Company events from Black Shamrock).Completed Projects:Added all office PCs and Laptops onto Active Directory domain.Implemented Anti-Virus across all of the office PCs and devices.Implemented backup procedure and data encryption method.Improved New Start and Leavers process between HR, IT and other departments.Implemented Remote Work process to allow users to remotely connect to PCs or bring office PCs safely home.

County Dublin, Ireland

Work alongside team in the configuration, upkeep and reliable operation of network, gaming, call center and computer systems. In addition to assisting in BetBright acquisition process.Encrypt company devices (DESlock) and ensure high security on client projects, including periodic network testing, Disaster Recovery procedure and more.Collaborated with IT team to quickly resolve staff issues with appropriate troubleshooting.Maintaining, creating, deleting and editing various users accounts throughout the different accounts the company uses (such as Office 365, Slack and more).Providing 1st, 2nd and 3rd line technical support, answering support queries from staff and working with the DevOps team for project work.Administration and management of Active Directory, DESlock and ACT Manager.Working and maintaining a TCP/IP network environment, including DHCP, DNS and Ethernet.Administration of Windows 2008-2012 File and Print Servers and Linux Servers.Administration of Virtual Servers (Windows Server 2012) running Live Websites and applications. Install Updates and troubleshoot any server issues on the Live Environment.Provide ongoing support for Desktops, Laptops, MAC’s, Servers.Manage and monitor the access control system across the building (ACT).Administration and monitor of staff mobile phones.Troubleshooting and out of hours on call support.Additional Duties:BetBright Fun Committee Liaison (Assist in organization of Company events, organizing improvements to the workplace and more).Completed Projects:Assisted in the migration of BetBright systems to 888 Holdings including Office 365/Rackspace systems, Active Directory and more.

County Dublin, Ireland

Maintaining, creating, deleting and editing various users accounts throughout the different accounts the company uses (such as Office 365, Slack, Lastpass and more).Providing 1st, 2nd and 3rd line technical support, answering support queries from staff and guides in Dublin, and remote offices (Poland and UK).Administration and management of Active Directory and Exchange.Maintaining Jitsu phone system.Working and maintaining a TCP/IP network environment, including DHCP, DNS and Ethernet.Administration of Windows 2008-2012 File and Print Servers and Linux Servers.Administration of Virtual Servers (Windows Server 2012) running Live Websites, Live applications. Install Updates and troubleshoot any server issues on the Live Environment.Provide ongoing support for Desktops, Laptops, MAC’s, Servers and more.Setup and management of Slack, Hipchat, Office 365, LastPass, Deslock, ESSET Endpoint and ACT Manager.Manage and monitor the access control system and access cards across the building (ACT Manager).Administration of firewalls and VPN software.Administration and monitoring of staff mobile phones.Additional Duties:Fun Committee Organizer (Assist in organization of Company event with team in BetBright and more).Completed Projects:Improved New Start and Leavers process between HR, IT and other departments.

County Dublin, Ireland

Used strong communication skills to collaborate with staff to ensure optimal business operation.Maintained VOIP system, Intellicom (GloCom), as well as helping call center users with software, audio equipment issues and more.Mentored, greeted and welcomed new staff with a warm, friendly and positive attitude.Coordinated the upgrading, repair and maintenance of office equipment daily.Maintaining, creating, deleting and editing various users accounts throughout the different accounts the company uses (such as Office 365, Rackspace and more).Providing 1st, 2nd and 3rd line technical support, answering support queries from staff and guides in Dublin, and remote offices (Italy, France, UK, USA).Working and maintaining a TCP/IP network environment, including DHCP, DNS and Ethernet.Administration and management of Windows 2008-2012 File and Print Servers, Active Directory, Exchange and Linux Servers.Administration of Virtual Servers (Windows Server 2012) running Live Websites, Live applications.Provide ongoing support for Desktops, Laptops, Mac’s, Servers and more.Setup and management of City Wonder Learning Management System, Back Office CRM, Diver, Emailtopia, JIRA, Sharepoint, Skype, Smartsheet and Team Portal (document management).Manage and monitor the access control system across the building (ACT and TMS).Ensure backups of NAS, Carbonite and more are successfully carried out.Administration of firewalls and VPN software, as well as monitoring and assigning of staff mobile phones.Additional Duties:Health and Safety Officer (First Aid, VDU/DSE Assessments and more).Sports & Social Committee Communications Liaison.Completed Projects:Assisted in various office moves. Helping test cabling, Wi-Fi signal strength, floor paneling, office seating plans and more.Created documentation and guides for new IT Team members as well as assisting in mentoring.

County Dublin, Ireland

Maintaining, creating, deleting and editing various users accounts throughout the different accounts the company uses (such as Office 365, Rackspace and more).Providing 1st, 2nd and 3rd line technical support, answering support queries from staff and guides in Dublin, and remote offices (Italy, France, UK, USA).Administration and management of Active Directory and Exchange.Maintaining Intellicom (GloCom) phone system for call center employees.Working and maintaining a TCP/IP network environment, including DHCP, DNS and Ethernet.Administration of Windows 2008-2012 File and Print Servers and Linux Servers.Administration of Virtual Servers (Windows Server 2012) running Live Websites, Live applications. Install Updates and troubleshoot any server issues on the Live Environment.Provide ongoing support for Desktops, Laptops, MAC’s, Servers and more.Setup and management of City Wonder Learning Management System, Back Office CRM, Diver, Emailtopia, JIRA, Sharepoint, Skype, Smartsheet and Team Portal (document management).Manage and monitor the access control system across the building (ACT and TMS).Ensure backups of NAS, Carbonite and more are successfully carried out.Administration of firewalls and VPN software.Administration and monitoring of staff mobile phones.Out of hours on call support and troubleshooting of any IT issues that arise.Additional Duties:Health and Safety Officer (First Aid, VDU/DSE Assessments and more).Sports & Social Committee Communications Liaison (Assist in organization of Company events, organization of communication to and from City Wonders on behalf of S&SC and more).Completed Projects:Improved New Start and Leavers process between HR, IT and other departments.Implemented Inventory management system.Assisted in the move from old call system to Intellicom (GloCom).

G.P.O

Helpdesk Support: Managed daily support tickets and provided technical assistance to internal teams.Network & Equipment Configuration: Configured and maintained switches for Data Center; set up meeting rooms with monitors, projectors, and audio equipment.Employee IT Onboarding & Offboarding: Managed new and departing employee processes, including account setup and permissions adjustments.Office & Server Room Maintenance: Supported the upkeep and operation of office and server room systems.

Bachelor Of Science (Honors) - Hbs, Bachelor Of Science (Honors) In Computing In Digital Forensics And Cyber Security

Application Security Advanced Network Security Biometrics and Forensics Applications Business Continuity Management & Cloud Security.

Bachelor Of Science - Bs, Bachelor Of Science In Computing In Digital Forensics And Cyber Security, Honours

Activities and Societies: Anime Society, Colours Society and Music Society.Computer and Network Forensics Secure Communications Secure.

Higher Certificate, Higher Certificate In Science In Computing In Information Technology, Honours

Activities and Societies: Anime Society, Colours Society and Music Society.LAN Switching and Wireless GUI Programming Information.

Qqi Level 6, Computer Network Technology (Ccntx), Honours

Activities and Societies: SingingSystem Software Network Models & Technologies Client Server Networks Network Administration.

Higher Levels (A1-B1) Portuguese Language Studies, Portuguese Language, Course On-Going

Higher Levels (A1-B1) Portuguese Language Course beginning October 2018 and ending in December 2018.

Beginner Portuguese Language Studies, Portuguese Language And Literature, Passed

Beginner Portuguese Language Course beginning July 2018 and ending in September 2018.