Jacqui Chaplin Email & Phone Number

Ireland

• Creation of a change management process in line with Audit and ITIL standards
• Delivery of new change management process to the wider business
• Maintained and management of the change management process as the change manager
• Chair weekly CAB, providing minutes, actions, review updates and communications to the business of upcoming changes being implemented
• Providing bi-weekly and monthly metrics, policy and process, and compliance review to shareholders.
• Provided training and assistance to new change management process to the wider IT department

County Kildare, Ireland

• Delivery of Front Office infrastructure second and third line operational support
• Desktop and client support, local server and network support, desk-side delivery and desk-side training of end users and installations
• Collect and maintenance of support requests to facilitate service and management level reporting
• Ownership of all desktop issues, within agreed incident management and request fulfilment processes, to completion
• Provide root cause analysis for all new issues and offer workarounds to the business where applicable
• Manage relationships and engage with Service Delivery teams and third-party support providers to resolve issues and incidents as appropriate

County Dublin, Ireland

Grange Castle, Dublin

• In-depth experience troubleshooting on DELL/HP/Proliant servers and server components (motherboards, array controllers, network cards, processors, memory and SATA and SCSI Hard Disk Drives)
• Performing network connectivity including TCP/IP
• Imaging servers through Altiris
• Project Management of deployments to completion and resolving technical issues that may arise
• Working with MS Data Center tools (GFSDeploy, MsTicketing, Msasset, GDCO App)
• Communicating with Data Centers and management across the EMEA region

Naas Co. Kildare Ireland

• Implementation support and assistance of metrics and reporting across the Kerry Group customer care teams
• Provide administration support and assist the Customer Care Management, Project & Sustaining team in the implementation of the Customer Care Transition Plan.
• Generation and creation of various reports / presentations that will be used within the Customer Care Centre.
• Documentation, tracking and communication of analysis to the Customer Care team leads and management on a weekly basis.
• Maintain the Customer Care mykerry lite site – Customer Care forum site.
• Participation in various project / work streams.

Kildare, Ireland

• Desk side support specialist assisting Bord Na Mona Change Management, project team with the roll out of the Windows 7 operating system, replacing Windows XP. Including a migration from the GroupWise mailing system to.
• Installation of key 3rd application software used by staff on the new OS, and direct face to face assistance with any user issues post installation, with special focus on the VIP user base
• Troubleshooting and identifying any issues that may arise post migration and providing direct assistance to the application support teams.
• Microsoft exchange administration, management of company exchange accounts, distribution list management and assisting with delegation and mailbox setups.
• Providing key feedback and trend analysis in daily meetings to help gage roll out progress and contribute to solutions where required.

Naas, Co. Kildare

• 2nd Line support technician, to assist Kerry ICT in the completion of their new greenfield technology centre in Naas Kildare. This was a hands on customer facing role in a very deadline driven environment.
• Installation, maintenance and support of hardware and software along with Cisco telecoms using Cisco Call Manager, assisting migration to MS Lync Telecoms, building and distribution of new Dell laptops for the Kerry.
• Tasked with the setup of migrated staff into the new building ensuring all ICT services were tested and working post go live.
• Supported the Kerry Unified Communications project which involved migrating all users from lotus notes to Outlook 2013. This involved the setup and support of office 365 and the configuration of mobile devices iPhones.
• BAU support through Service Now ticket management with demanding SLA’s, logging and tracking of new hardware within SAP, Active Directory administration OU, group and user changes.

Tellengana House, Blackrock, Cork

■ Receive and record all reported incidents and service requests from internal and external customers■ First line support providing an initial assessment of all incidents and requests■ Escalation of all queries when necessary / as per procedure■ Monitoring the status and progress toward resolution of all open work items■ Directly managing customers needs.

City Gate Business Park, Mahon, Cork

Key Duties■ Specialised phone support of an in house sales application used to establish a live connection with SAP■ Management of agents SAP business processes and business rulesKey Skills used:■ ITL based operations and process for dealing with company customers and VIPs■ Use of multiplatform operating systems including Windows 7, XP and vista and mac.

Certification, Certified Cyber Risk Officer (Ccro), Merit

Diploma Of Education, Leadership And Management, Merit

Computer Network Installation And Maintenance, Comptia A+, Comptia Network+ 2012

Interpersonal Communications Certificate

The aim of the course was to provide me with a solid understanding of the process of emotional and social maturity and the means of.