Tier 3 support of Applications used in ICON Bioanalytical Laboratories, Pharmacies & Early Phase Clinics in North America.Our team supports a wide range of applications and equipment used for patient telemetry, fridge/freezer monitoring, man down systems and laboratory instruments.

End User Services for EMEA, based in the ICON Dublin HQ.Responsibilities include:Provide Local IT Support for the HQ and Central Laboratory along with remote support to branch offices across Europe. (Servicenow)Imaging and app deployment for end-user Laptops and Desktops. (MECM)Interfacing laboratory instruments to the LIS Instrument ManagerAdmin of Intune for Android and iOS devices.Setup UPS Management globally via Struxureware and maintained the environment.Lead office opening & expansion projects, meeting room improvement projects, re-cabling comms rooms.Hands and eyes support for remote Infrastructure and Systems teams.White Glove support for Board members and C-Suite staff.

After my internship, I was brought on as a customer support engineer on contract with ICON plc in Dublin.Initially I was assisting with the reimaging and replacement of ~300 Windows 7 laptops and desktops in the ICON HQ in Dublin. When that project concluded, I started working with the end user services team, actioning support incidents that were escalated from the service desk and preparing/deploying IT equipment to new hires.

Service desk support. (Connectwise ticketing, phone support and remote desktop support)On-site support and proactive IT checks & maintenance. Implement and maintain Data and VM Backup systems for our clients (Veeam, Altaro, Ahsay).Laptop & Desktop imaging and deployment. (MS Pxe)Setup ITGlue for asset management, documentation tracking, password management and general knowledgebase for our client environments.Setup Brightgauge and integrated with Connectwise to create metrics dashboards for the support team and reports that our management team can use to present data to customers.Office move and expansion projects.