Jack Teehan Email & Phone Number

Dublin

Area of responsibility:• Providing 1st line technical support and answering support queries via phone.• Logging cases for a call back or engineer call out for customers.• Determining the nature of faults and the steps required to rectify it.• Create/Troubleshoot customers client email accounts for eircom.net users.• Using remote control software tools to provide fault resolution and diagnosis.• Maintain Help Desk policies and procedures.Key Skills and Competencies:• Proficiency in the troubleshooting and resolution of all client queries.• Good problem solving skills along with the ability to maintain calm under pressure.• Basic understanding of PC hardware set-up and configuration.• A methodical and structured approach to problem solving.• Ability to use numerous systems to run the required tests for the many different issues faced.• Being up to date with new technology used by end consumers.Systems Used:• Microsoft Word, Excel and Outlook• Springboard R6• UG • FHS• Ecom• CMS• Boots • Post out • Logmein

Ireland

Enclave is a Managed IT service provider that provides reliable high quality services in the Dublin Area. The company are partners with many reputable vendors such as Microsoft, Hewlett Packard, McAfee and Sage. Enclave has different workgroups with in its technical department. The workgroups include MIT, Helpdesk, Workshop, Project Management, Installation, Development, Business Management Systems & high end consulting. I was an intern in the workshop, assisted with onsite installations & work on the helpdesk. Workshop RoleTroubleshoot & diagnose issues relating to PC, laptops & tablets. Replace components, Reinstall operating systems, configure profiles and install 3rd party applications. Build machines to customer spec. Image drives. Document procedures. Used tools like CCleaner, Malwarebytes, Treesize View, Rkill, Stinger, Ubuntu, Offline password & register editor to name but a few. Helpdesk Role (1st Level)Logged cases on 1st level support from a wide variety of clients across multiple industries, using incident management database (Sage CRM),Shoretel Phone System with Logmein Central, Logmein Rescue, Kaseya and terminal server remote support. The issues encountered included: server space issues & alerts. User support, Application support. Backup & Recovery issues using Keep It Safe,, Another 9 (Assigra) & Symantec Backup Exec. Logged & tracked calls with ISP & 3rd party hardware & software vendors