Responsible for the IT function. Main responsibility is the setting and managing of internal Customer expectations in relation to service quality. Main duties include Vendor Management, Project Management, Warehouse Management Systems, Process Improvement and Business Continuity & Disaster Recovery.

• Support for Bank of Ireland on-site all-Ireland deployment of Windows 7, Internet Explorer 11 and Office 2010 including, installation, configuration, maintenance and support of these systems during roll out. • Work with the hands on team in each branch to pre-test deployment of branch PC’s, printers and peripherals for Win7 rollout.• Engage with each branch champion to ensure that all customer facing users have priority and are successfully logged in and working before required opening time.• Resolve all technical issues in a timely manner with the Wintel team post Windows 7 upgrade. • Participate in a weekly review meeting with Bank of Ireland & Ergo on deployment issues and lessons learned. • Maintain issues log and make changes to the deployment documentation as required.

1. Delivering timely maintenance, management and troubleshooting of Windows server hardware and software technology.2. Configure and support Exchange Server and Proofpoint Enterprise Protection which includes spam detection, virus protection, zero-hour threat detection and phishing protection and management.3. Support Citrix Presentation Sever and Citrix XenApp.4. Administering Commvault Backup and Recovery. 5. Administering B2B VPN connection requests. 6. Resolving and closing escalated technical issues from helpdesk using LanDesk.7. Implement hardware and software rollouts across the business as requested using LanDesk.8. Contributes to quarterly disaster recovery site testing.9. Works closely with internal customers to oversee incident management reviews and identifies areas of improvement.10. Implement hardware and software rollouts across the business as requested using LanDesk11. Supporting the business with prompt and accurate implementation of change control requests12.Delivered quarterly I.T risk management assessments as agreed with the risk management team.

1. Project managed the technical outsourcing of customer call centres from Europe, North America, Costa Rica and Asia into the HP infrastructure.2. Solutions included both Blackberry Enterprise Server and Microsoft Exchange Server Active Sync.3. Provided 3rd level technical incident management, problem management and change management support.4. Supervised level 1 and 2 support teams to ensure technical resolutions within agreed SLAs.5. Analysed incident trends and implemented a Knowledge Management System to reduce escalations.6. Liaised directly with customers and account managers, participating in monthly customer service reviews.7. Resolved and integrated customer complaints and service delivery issues into service improvement plans.8. Worked with Sybase Afaria, Microsoft SCMDM and HP Enterprise Mobility System software.

1. Researched, replicated and resolved EMEA Mobile and Wireless technical problems.2. Assisted product development teams with complex technical issues.3. Provided on-site resolutions for high profile customers e.g. Revenue Commissioners, O2-UK.4. Presented new product training to EMEA Technical Solution Centres both virtually and in person.5. Supported development of Hewlett Packard’s online Technical Customer Knowledge Management tool.

1. Provided primary phone support for technicians on the UK and Ireland Mobile Team.2. Mentored and trained support technicians, monitoring sample calls to improve quality of service

1. 1st level technical support as part of the UK and Ireland Mobile Team to Compaq Warranty Customers,2. Resolved customer problems instantly or escalated calls to the appropriate departments

1. Worked within a team to provide technical support for Windows ’98 warranty customers.