• Building strong relationships with clients by understanding their needs, goals, and challenges. Act as a trusted advisor and point of contact for clients.• Facilitating the smooth onboarding process for new clients, understanding their requirements, and ensuring their expectations are met.• Managing client accounts and ensuring client satisfaction by proactively addressing any issues or concerns. Regularly assessing client needs and recommending appropriate IT solutions.• Overseeing the delivery of IT services to clients, ensuring that services are delivered on time, within budget, and align with client requirements. Monitoring service level agreements (SLAs) and Key Performance Indicators (KPIs).• Coordinating technical support for clients, ensuring prompt resolution of any IT issues or incidents. Collaborating with the technical team to ensure effective communication and problem resolution.• Identifying opportunities to upsell and cross-sell additional IT services or solutions to existing clients, based on their evolving needs or business expansion.• Providing regular reports and updates to clients regarding their IT services, performance metrics, and any upcoming projects or initiatives. Analysing data and providing insights to improve client satisfaction and drive business growth.

• Install, support, and maintain both physical and virtual network servers and appliances.• Ensure reliable back-up and recovery procedures are in place.• Monitor network and systems to improve performance.• Maintain system security by managing access control, passwords, and document configuration.• Provide technical support and guidance to users.• Set up, manage, and troubleshoot domains, user accounts, and software accounts.• Evaluate and recommend system improvements and upgrades.• Develop and document system standards and procedures.• Aid in strategising for disaster recovery and business continuity.• Maintain the overall health of systems by keeping systems updated and patched.

• Part of an 8 person International team providing remote support to over 10000 users.• Supported cross-platform (OSX/Chrome OS) hardware, software and connectivity issues.• Responding to remote calls and Helpdesk tickets from users in a quick, professional and friendly manner.• Troubleshoot and resolve issues to meet SLA Targets and Goals• Managed G Suite and other Chrome OS services• Administrated Okta, Zendesk, Slack, MDM and other internal software.• Creation and updating of IT Knowledge documents, processes and Video Tutorials• Facilitating remote onboarding sessions with new employees on a weekly basis• Onboarded new staff with hardware, software and internal permissions• Exiting user accounts, retrieve IT inventory and reclaims administration in JAMF• Monthly Primary and Secondary On-Call IT Coverage for entire company.

• Technical troubleshooting & resolution of retail hardware and software• Development growth strategies for merchants in retail environments• Live call advice recommending Shopify hardware and subscriptions to fit merchant needs• Educational and setup interactions over calls and webchat

• Technical troubleshooting & resolution of platform issues• Development growth strategies for merchants to increase revenue• Deputy lead duties including 121s, coaching, meeting facilitation• Engaging with stakeholders regarding emerging issues and incidents• Cross team collaboration to ensure effective delivery of SLOs and related targets / deadlines. • Providing technical support at onsite events • Regional chair for organisation of in person events

• Primary Duties include Installing and configuring Sky TV & Broadband Products• Fulfilment of daily on-site service visits, troubleshooting Customer problems• Management and ordering of Stock Inventory, Catalogue and return Faulty Products• Complete all jobs in order to meet and exceed KPI’s set out by SKY and Actavo.• Daily Compliance of Strict Health and Safety Standards on site and Work at Height

Customer Management during transition from Green Light Media after acquisition• Develop a New Portfolio of Products to compliment Ocean Media Existing Services• Training of Sales / Account Managers on new services available through Ocean Brand• Managing Design and Web development teams to meet targets and deadlines.• Day-to-day operations of the business from Sales, Quotations, Debtors.• Quickly understand customer needs to deliver timely and cost-effective solutions.

• Developed commercial relationships with key customers and partners• Consultation on marketing strategies, advertising and online solutions for clients• Strong analytical & creative skills with a passion for brand building & problem solving using a variety of Web and Digital Marketing tools• Managing design and web development teams to meet targets and deadlines.• Day-to-day operations of the business from Sales, Quotations, Debtors.

Ocean Fm hired me, into a similar role as Kfm during the launching period i.e. Engineering, Training, IT and Networking. I then was given sole responsibility for the technical operation of the 3 Studios in Sligo, Donegal and Leitrim and all outside broadcasts including sporting and political events. I managed the day to day running of the IT Network over the Wireless Area Network, PC Trouble shooting, Printer problems, Management of the Main ON-AIR Server and the Admin Servers.Seven Fm - Again I was brought into oversee the technical side and training of staff before the launch of the station; I stayed with the station during its first few crucial months.I was tasked during the acquisition of the Q Radio Network to carryout a full technical audit and eventually took over the management of the IT and engineering team. Again with the acquisition of Mid106 fm, I conducted a full technical audit and worked closely with the NMG CEO on the re-branding to Six FM.I was sent to launch Five Fm on the technical side. Within one month on air, I took over as Station Manager where I was given total responsibility for the operation of the station from programming, marketing, and sales. I quickly increased sales revenue and audience by managing a very hardworking and loyal team and Five Fm became the best performing station in the Northern Media Group.During the launch and takeovers of the NMG Radio stations, Rivermedia newspapers were launching a new title every three months, which again I had to manage from the technical side.I was asked to return from Five FM to Letterkenny in August 2007 to help project manage the build of Riverhouse, Rivermedia’s Group Headquarters in Letterkenny from the ground up. Here my team and I built a central Production Hub for the majority of Rivermedia newspaper titles. This included the setup and connection of asecure VPN powered by cisco security across 10 locations reaching from Donegal to Wicklow.

I joined Kfm before their launch in February 2004, and worked extremely hard in the setting up of all IT equipment, worked with Broadcast Consultants in the building of the studio and Broadcast Infrastructure. I was responsible for building the station music database and training presenters on play-out software. I put in a full 50-hour shift with no sleep until the end of the launch day, which was a huge success.My main role while at Kfm was managing the on air scheduling of all advertising, competitions and promotions. I worked closely every day with local Sales Executives, Advertising Agencies, and Independent Radio Sales Ltd, where I developed professional relationships with all key staff. I was responsible for all IT Issues within the Station and Transmission sites

Grant Design was a small but successful graphic design company, where I worked on the design of various projects from press advertising, company profiles, branding & logo design, and Multimedia Presentations for various types of companies, councils and various public services.

I was the first line of support for all PC’s on the factory production line as a member of the ECS team responsible for the installation and setup of new pc’s, barcode readers, network installation and cabling. Providing maintenance and preventative maintenance during a 12hour shift, both day and nights.