Jack Halpin Email & Phone Number

Dublin 1, Ie

Dublin 18, Ie

-Designing, building, implementing and delivering projects using various technologies such as Citrix Endpoint Management and Microsoft Intune & AzureEnterprise Solutions is a trusted provider of IT Solutions and Managed Services to a wide range of Irish organisations. Founded in 1997, our aim has always been to make IT work to our customers benefit, allowing them to concentrate on their core business activities while we look after their IT.We have achieved this by becoming a trusted advisor to all our customers, enabling them to leverage our technical expertise, gained from hundreds of successful IT deployments throughout Ireland.The Enterprise Solutions team is the largest Citrix Mobility Professional Services Team in Ireland and we have successfully delivered and supported many varied Citrix XenMobile based solutions. Our team of certified professionals have years of real world technical experience, spanning multiple generations of Citrix products, including the latest versions of XenMobile, Netscaler & ShareFile, with Citrix Specialisations in Mobility and Virtualisation. Enterprise Solutions provides a comprehensive range of scalable and modular IT Solutions covering: ► Citrix Consultancy & Solutions► Enterprise Cloud Solutions ► Managed IT Services► Desktop and Server Virtualisation► Infrastructure Solutions► IT Procurement

Chicago, Illinois, Us

-Provide a high level of technical knowledge to design, build, test and implement projects in a timely manner. -Provide guidance to Project Managers in issue resolution and acting as a point of contact for technical guidance. -Employ a high level of interpersonal and communication skills to interact with clients to establish a detailed program specification. -Deliver quality technical resolutions in a timely manner by interpreting problems, researching available resources, and applying solutions in accordance with established guidelines and procedures. -Achieve and maintain to a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction. -Search and retrieve data from various databases. -Provide reporting analysis as necessary. -Working on internal development work for use in processing large data-sets of client's data.

-Provide a high level of technical support via telephone and/or other electronic mediums for a major product category up to 50% of assigned shift.-Provide guidance to Support Professionals in problem solving and using resources.-Employ a high level of interpersonal and communication skills to defuse customer and support professional frustration and move toward a solution. Provide resolutions to complex problems as necessary.-Identify the degree of Evaluate the customers’ technical knowledge and adjust problem solving communications accordingly.-Deliver quality technical resolutions in a timely manner by interpreting problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.-Achieve and maintain to a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction.-Log all incoming calls and accurately create case notes in a call tracking database.-Search and retrieve data from various databases.-Provide reporting analysis as necessary.

Eagan, Mn, Us

-Receiving and dealing with Xbox customer complaints-Prioritizing complaints, diagnosing and resolving issues related to the complaint.-Liaise with internal Microsoft departments to resolve issues.-Provide weekly reports on the source of complaints and resolutions.-Liaise with various departments to formulate policy or recommend policy changes through feedback.Contact and liaise with VIP customers, developers and internal Microsoft employees.

Eagan, Mn, Us

Second level support for Microsoft Xbox contract. The position covered a range of responsibilities focused on improving the quality of service delivered by front line agents and taking ownership of cases that did not have an immediate resolution, or that required escalation to Microsoft Tier 3 Support.Day to day responsibilities on site in Dublin included:-Assigned to a team of up to fifteen Tier 1 agents. I assisted them with issues that are undocumented in the knowledge base, or issues that require further investigation by either me or Microsoft Tier 3.-Should a customer request to speak with a supervisor I was required to take over on the phone and carry ownership of the case on a priority.-Managing escalated cases and calling customers back with a resolution.-Documenting interactions with Tier 1 agents to identify any gaps in knowledge or training material.-Updating Tier 1 teams with new processes or documentation in team meetings.-Liaising with Microsoft about emerging issues and new processes.

Eagan, Mn, Us

- Receiving and dealing with Xbox customer complaints- Prioritizing complaints, diagnosing and resolving issues related to the complaint.- Liaise with internal Microsoft departments to resolve issues.- Provide weekly reports on the source of complaints and resolutions.- Liaise with various departments to formulate policy or recommend policy changes through feedback. - Contact and liaise with VIP customers, developers and internal Microsoft employees.

Centrecom primarily provides managed broadband services to companies and their staff to enable remote and homeworking. Centrecom also provides telecoms and IT support for client companies’ offices. Duties:- To provide remote, phone based support to broadband customers- Troubleshoot, diagnose, and problem solve broadband faults- Liaise with 3rd party broadband networks to resolve issues – DSL, Cable Broadband, Fixed Wireless Broadband, Mobile Broadband networks- Assist customers with wifi, laptop and- Support Netgear routers- Mange new broadband orders- Provide weekly service reports to clients- Provide IT network support