Dominic Mckay Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, Leinster, Ireland

City Quay Dublin

I joined Grant Thornton in 2016, having previously worked in IT service management for a Global Outsourcing IT Company. I bring over 10 years’ experience in the IT industry having worked with a number of national/ international, public and private sector organisations, specialising in the delivery of IT managed services to those clients. I previously served as a service delivery manager working with a large Irish PLC specialising in the energy supply market. I was responsible for access management, service integration, change management, incident management and asset management. I also have an adept technical knowledge of IT managed services and the delivery of such services to a range of businesses and industries. Other areas of experience :ICT strategy formulationIT Service Integration and ManagementDevelopment and Implementation of ITIL standardsIT risk managementIT GovernanceProject ManagementIT resource management

Dublin 2

• Change Manager - Chair change advisory board meeting – Plan and coordinate all infrastructure changes • Escalation Manager - Handle escalation from both customer and IBM and see them through to resolution. Put action plans in place to avoid future similar situations• Incident Manager - Handle weekly and monthly reporting to include - Age ticket analysis - SLA attainment reporting - E2E review - ensure that queues are kept low actions put in place to tackle issues• Service Management – Prepare and chair weekly and monthly operation and governance meetings. • Asset management – Review and spot check the customer asset inventory ( all hardware and mobile devices)• Project Management - Planning and co ordination of upcoming projects with IBM Project management.• Out of Hours on call service manager – Work as part of a weekly on call service management rota leading any major incidents experienced through to resolution.

Work very closely with our Irish clients, managing incidents and service requests. Heavily involved in reporting and trending with an aim to both reduce backlogs and prevent a reoccurence of issues. My role has extended also into escalation management and service coordination with some of our larger clients. Customer satisfaction is my goal in the service we deliver. I constinstantly engage resolvers groups to work together to get issues resolved

Achieving all Service Desk KPI and SLA targets.Managing team performance In charge of operations and Task Management of Resource Scheduling and utilizationChairing Weekly Service review calls & hosting customer visits.Global End to End incident and escalation management

Worked as quality lead for a team of 70+ agents, ensuring quality work was completed, actions and improvements were put in place to increase customer satisfaction to be above our 90% SLA. Many best practices created on this team are still widely used across the centre today. Was also in the roll of complaints coordinator and worked directly with customers to resolve there issues.

Bachelor Of Science (Bsc), Information Technology

Education record