Jeffrey Glover Email & Phone Number

Dublin

Duties include the following:- Maintenance of standard desktop computer hardware and software in a networking environment- Provide ah-hoc support for on-going projects- Support standard desktop applications and operations- Identify potential service level problems before they occur and implement solutions- Process requests for and schedule new or upgraded desktop computer hardware and software- Provide holiday and sickness cover for existing… Show more Duties include the following:- Maintenance of standard desktop computer hardware and software in a networking environment- Provide ah-hoc support for on-going projects- Support standard desktop applications and operations- Identify potential service level problems before they occur and implement solutions- Process requests for and schedule new or upgraded desktop computer hardware and software- Provide holiday and sickness cover for existing accounts Show less

Leixlip

Duties included the following :- Translate a business request in video or written format into a technical design requirement. - Build the user interface functionality in line with the technical design requirements. - Execute testing, QA and production roll of solutions and enhancements. - Assist monitoring end users during roll out of E-Glue Solutions. - Advocate for project changes based on observation of end user environment, especially for usability. - Be point of… Show more Duties included the following :- Translate a business request in video or written format into a technical design requirement. - Build the user interface functionality in line with the technical design requirements. - Execute testing, QA and production roll of solutions and enhancements. - Assist monitoring end users during roll out of E-Glue Solutions. - Advocate for project changes based on observation of end user environment, especially for usability. - Be point of contact for IT for any E-Glue related concerns. Comfort with reviewing and analyzing reports for statistically significant data. Trouble shooting E-Glue Solutions and work out how to resolve them. Achievements included:- Created solutions that were used on a service desks and rolled out globally.- Obtained basic knowledge of the following languages C# ASP. Net, JavaScript, VB Script, HTML & CSS, DOM, batch files, parameter files and DLL’s.- Has given me a basic understanding of: Information Architecture, Graphic Design, and Usability.- Allowed me to work with such tools as Visual Studio 2010- 2013, Nice Systems PO Designer, Developer in Internet Explorer, Chrome, Firefox, Sublime Text Show less

Leixlip

Duties included the following:- Team leading providing mentoring, training, and coaching to Level 1 Agents. - Train and Mentor new hires. Ensure training and technical documentation is up-to-date. Create a training plan and co-ordinate training for new hires. - Identify refresher training needs and coordinate refresher training. Communicate and co-ordinate training/information related to new applications or new customers. Training the desk on new processes and procedures as… Show more Duties included the following:- Team leading providing mentoring, training, and coaching to Level 1 Agents. - Train and Mentor new hires. Ensure training and technical documentation is up-to-date. Create a training plan and co-ordinate training for new hires. - Identify refresher training needs and coordinate refresher training. Communicate and co-ordinate training/information related to new applications or new customers. Training the desk on new processes and procedures as there is constant change. Updating Training Documentation. New process/product roll out and training. - Case Quality Control on the desk. Monitoring of Agents Tickets to ensure correct process is followed.- Deal with Adhoc questions from TL/ODM/SDM - PC Maintenance for machines on the desk. Update/Maintain Knowledge Base.- Backup Team Leader• Ensure Service Desk SLA’s are met.• Manage time and attendance of agents.• Resolve Incident Management issues on the Service Desk.• Challenge agents in areas of non-compliance with Service Desk processes and proceduresAchievements Included:- Won a number of Service Desks awards in the Customer Satisfaction area.- Implemented multiple troubleshooting techniques and fixes that are still in use today.- Introduced retraining modules, workshops and technical tests that enhanced the performance of the desk.- Instigated weekly conference focusing on Call and case Quality, Training Gap Analysis & Training Needs, Technical Knowledge & Processes.- The focusing above lead to meeting and exceeding SLA Requirements of the Desk. It also meant TSL, Abandoned Rate, FCR, TTIR, TTR, Password Reset and CSAT Responses were either met or exceeded on the agreed SLA of the Desk. Show less

Bachelor Of Science (B.Sc.), It Management

Certificate, Web Design, Development And Maintenance, Upper Merit

Ordinary Degree, Electronic And Computer Systems, Upper Merit

Cerificate, Industrial Electronic Systems, Upper Merit