Dónal O'Hara Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

New York, United States

•Managing hybrid work environment team of Service Desk Engineers based in New York and London across multiple time zones.•Full management responsibilities including recruitment, onboarding, performance management, team/individual development.•ServiceNow Knowledge Base ( KB ) creator and Technical Writer - as ServiceNow Admin created End user and Technology only facing Knowledge Base - containing bespoke application and software processes, guidelines, troubleshooting steps and technical manuals for all of Investcorps custom in-house applications and 3rd party integrated software,ensuring that the documentation is clear, correct, comprehensive, and easy to use for its intended audience. • Experience using JIRA and ServiceNow for issue tracking, developed the Incident & change management modules and workflows in ServiceNow reviewing all form design , UI design, help text and error message configuration.• Familiar with content development lifecycle, including: identifying and understanding the information needs of the audience ; gathering information, interviewing SMEs, and conducting research ; authoring, publishing, and managing online/web content.• Understanding of reading HTML/CSS and Javascript code development in ServiceNow, batch file creation, command line and powershell AD and Exchange experience.• Supplemented Technical Writing skills with formalizing industry standard best practices via Udemy Training courses.• Excellent software knowledge, including Microsoft products, MS InTune Admin, Azure AD experience, On-prem Exchange and 0365 Admin. MAM and MDM implementation experience. Instrumental in rollout of MS Teams and OneDrive for domain joined devices. BYOD device management. SharePoint on prem to SharePoint Online project management• Keen focus on improving ServiceDesk processes automation and scalability of solutions as Investcorps office presence continued to expand globally. Problem management owner and Change management approver

New York, United States

280 Park Avenue, New York

• VMWare ESXi 7.X environment, experience configuring & managing hosts & virtual centers with vSphere 5.0.• Experience with deployment to VDI environment such as Updates/Patches & Applications via PDQ• Sound knowledge of ESX Architecture, guest OS installation, setting up VM priorities, cloning, VDI migration and snapshots.• ServiceNow Admin & Advanced Admin - ITIL Process Architect, Workflow Design Admin • ServiceNow Admin & Advanced Admin certified, expertise in co-coordinating applications, platform upgrades, configuring Asset Management & Discovery, Business roles, UI Policies, UI Actions and ACL's including scripting of each (JavaScript)• Microsoft Office 365 Enabling & managing certified (M20347), roll-out implementation & end user support.• Microsoft Azure Fundamentals certified ( M10979).

London, United Kingdom

• IT Admin as part of the IT Europe Team supporting all of Merrill's European locations , both from an operations and infrastructure support role including remote and on site travel when required to each company location ; Offices in Paris, London, Dublin, Frankfurt and any temp pop-up locations required for Merrill legal work throughout Europe.• Based in the London office in a team of four IT Admins we completed full 2nd level , desk-side support and as required 3rd level projects for the Merrill European offices, including data center installations, configurations and closely working with the various US based infrastructure and system teams.• Full mobile Device support for all employees including Android, iOS and Blackberry OS support, BES server admin included. Troubleshooting both software and hardware issues.Server procurement, installation and configuration both on site in London Comms Rooms and when needed Data Center deployments and projects.• Server performance monitoring and capacity planning.• Telecommunication support using Openscape Admin platform. Rerouting of hunt numbers and vectors as business required. Liaising with 3rd party network providers.• Completed quarterly individual projects to automate and increase business performance in areas of the business both highlighted by management and self diagnosed areas of improvement.

Dublin

• Worked as Analyst on IT Ops Team consisting of 2nd level and 3rd level support.• Dealt with all the IT Support Issues for over 300 internal employees• Daily support of the company's infrastructure including the physical and virtual server environments, client environment, printing, telephony and full deskside support.• Ensure all desktops and in-house network infrastructure is at optimum level of patching.• Avaya Site Admin Experience, CMS Supervisor and IVR Telephony admin.• Ensure Agreed Service Level Agreements are adhered to by 3rd party suppliers, whilst also adhering to strict SLA framework in-house.• Logging of Incidents in the companies internal helpdesk system• Develop, manage and implement project plans as required ( Full Project list available )• The monitoring of network infrastructure and initial diagnostics and troubleshooting of issues. ( Manage Engine Monitoring Tool) ( Incident Management )• Escalating issues effectively to the relevant contact (either internally to IT Manager or IT vendor) and proactive follow up of these issues. Regular update comms to stakeholders.• Maintaining and reporting network statistics to relevant Management, including Availability, Faults, Capacity, etc.• Maintenance of servers (replace hard drives, power supplies etc). Liaising with data centre• Data centre deployments - hardware installation, and cabling.• Executed monthly Controls to ensure Compliance with company standards for IT infrastructure and processes.• Tracking all IT equipment on and off site. Managed asset tagging system and Controls to streamline this process.• Disaster Recovery Experience – Scoping, planning and executing DR scenario recoveries bi-annually to Data Centers and re-routing of telephony IVR lines.• Monitoring infrastructure capacity and reporting these figures regularly to management

Dublin 15

• Worked as a Technical Support Analyst for IBM/CPL • Investigate and resolve all escalated Level 1 and Level 2 incidents. • Provide complete PC support including troubleshooting, setting-up new users accounts, resetting passwords and adding security permissions as part of the Tech and UAM Team.• Windows Exchange Server 2003 and 2008 experience.• Daily support through Citrix XenApp on the Windows Server 2008 Platform using Systems Inventory Management (Ver 3.0) in Citrix Shortcuts including Active Directory, Exchange Management Console, Mainframe, AS400, Tandem/Base24, pcAnywhere and RDP.• Maintaining anti-virus and anti-spyware software. • Inspecting, repairing & setting up PC's & Printers. • Windows 2003/10 Server Management including Active Directory Administration. • Support of Windows 2000/7/XP and NT/Vista• Experience with Service Management ticketing systems: OVSC and ISM.• Assisting and supporting remote access services including VPN Connections.• Provide complete support for Office Outlook, and troubleshooting other office suite applications / PCAnywhere remote access• SharePoint and large SAN interaction and usage.• Citrix XenDesktop as part of administration and troubleshooting• Experience with large scale SLA procedures, Incident Management and resolution.

• Contracted on site by P.S.S Security Company. • Worked in a three person team in the security badge office.• Provided customer support (telephone and walk-ins) for technical difficulties with security access, badge issues and other general site security matters.• Responsible for taking biometric images and assigning details for all new start employees entering the Intel site. Used special biometric image capturing and card printing software.• Placed in a project to roll out security passes for employees vehicles’ to improve security• Dealt with employee requests for access to high security areas of Intel site, controlled door access through assigned privileges to each employee’s security badge. • Gained valuable experience working in a large multinational organization with a culture of excellence throughout every aspect of its operations.• Offered and undertook the Job of Security Officer on weekends after proving myself very capable while working as office admin. Security Office role during Summers of University included duties of vehicle/personnel/access checks, site patrolling and reporting of incidents to Security Management weekly.

Bachelor Of Science (Bsc), Computer Science

Activities and Societies: Soccer TeamBSc (Hons) in Computer Science Technological University Dublin, Ireland. Subjects Year 3 & 4.

Itil Foundation Certificate In It Service Management, It Service Management, Pass

ITIL Foundation Certificate in IT Service Management Set of practices for IT service management (ITSM) that focuses on aligning IT.