John Costello Email & Phone Number

Galway, County Galway, Ireland

As a Product Support Engineer at SAP SuccessFactors, a leading cloud-based human capital management platform, I am dedicated to delivering exceptional customer service by diagnosing and resolving a diverse range of technical incidents. My role encompasses providing comprehensive end-to-end product technology solutions, which involves gaining a deep understanding of customer needs and challenges.I conduct in-depth root cause analysis to identify underlying issues and deliver effective solutions in a timely manner, utilizing both written and verbal communication to ensure clarity and understanding. My proactive approach enables me to address client concerns directly through one-on-one meetings, fostering strong relationships and enhancing customer satisfaction.Collaboration is a key aspect of my work, as I engage with both local and global support teams to leverage our collective expertise. This teamwork not only allows for quicker resolutions but also contributes to a culture of continuous improvement in our service delivery.I also create and maintain comprehensive documentation for recurring issues, serving as a valuable resource for our support teams and clients. Beyond direct support, I coordinate closely with Engineering, Product Management, and Operations teams to troubleshoot bugs and advocate for enhancements to product features. My involvement in these collaborations helps drive the evolution of our platform, ensuring it meets the changing needs of our customers.Through my efforts, I aim to not only resolve immediate challenges but also create a proactive support environment that anticipates future issues, ultimately driving customer loyalty and success.

Galway, County Galway, Ireland

I was enrolled in the SAP star intern program. This is a two year program, with a 3 month and 6 month internship phase. The SAP STAR program in Ireland helped me accelerate my career at SAP through training in SAP’s cutting-edge technologies and combining this with personal and professional development and coaching.

Galway, County Galway, Ireland

For my 6 month internship I worked as a Customer Success Manager (CSM) in the Multi-Bank Connectivity team(MBC). My role consisted of assisting customers through onboarding for a smooth transition and adoption of the product. I was proactively engaging with customers to understand their needs and provide personalized support. A daily task was addressing customer concerns promptly for high satisfaction. I also had to collaborate with internal teams to align strategies for customer success. I also learned valuable skills in the Jira application as this was used for tracking the customers onboarding.

Galway, County Galway, Ireland

During my 3 month internship as a product support engineer, I analysed incidents, researched and provided clear solutions to customers. I collaborated with local and global support colleagues and other internal teams to deliver superior customer service. I documented solutions for known issues and created technical content for internal and external knowledge bases. I also worked with Engineering, Product Management and Operations to resolve bugs and improve product functionality for future releases

Cork, County Cork, Ireland

I worked part-time on the weekends; in my station my main roles consist of disassembling mainframes and identifying which components are eligible for consumer resale and which components are going to be recycled. As part of this process, I used SAP systems to transfer the components between areas and between warehouses. I also used Excel to high level as I must create pivot tables to identify what inventory is kept it my area.

Cork, County Cork, Ireland

This was a part-time job, working weekends and some evenings while attending secondary school and college, also working full-time during the holiday periods. During my time in McDonalds, I learned a variety of skills. My general duties consisted of customer service both at front of house and the drive-thru, cooking and preparing of food, taking orders and cashiering. I have also assisted with inventory and taking in deliveries of stock.

Education record

Leaving Cert