John O'Dwyer Email & Phone Number

County Dublin, Ireland

The IT Service Delivery team was tasked with managing user and IT system access for approximately 3,500 Ulster Bank staff, the in-house development of IT applications and general provision of IT services within the bank. My primary role was that of analyst on the IT service desk providing user and IT system access. I also supported the deployment of new ITSD applications and also the deployment of code changes to existing ones. My tasks included: • Review all Joiner/Mover/Leaver forms (JMLs) • Review all access change requests and adhoc queries • Forward approved requests to second line for provisioning of access • Support the business in updating the departmental matrix of user and IT system access entitlements • Ensure adherence to security policies • Deploy new applications and code changes to SQL servers and/or web servers • Manage the team mailbox

County Dublin, Ireland

The key objective of the TRS Project team was to stabilize and develop processes within the Bank relating to TRS before returning them to the Customer Services department within Mortgage Operations. My tasks included: • Review and amend TRS process documentation • Complete the monthly file and send it to Revenue • Answer customer queries

County Dublin, Ireland

The Mortgage Redemptions Team handled a large volume of redemptions and queries on a daily basis. Tasks performed by me included: • calculate redemption and daily interest figures • produce quotation documentation for customers and solicitors • apply redemption funds to the mortgage account • refund any overpayment • answer customer or solicitor queries

County Dublin, Ireland

The RFS Migration project was part of the wider Mortgage Transformation Project which aimed to reduce the number of mortgage IT systems used within the bank. My main role was to lead the data cleanse workstream which entailed: • analyze large amounts of customer data • collaborate with the Data Cleanse Working Group to review this analysis, set parameters for the exercise based on this analysis and review progress of the cleanse tracked against agreed deadlines • cleanse data relating to 65,000 mortgage accounts on the bank’s legacy RFS mortgage system to facilitate the migration of these accounts to the newer GMS mortgage system in the cleanest state possible

County Dublin, Ireland

Tasked with bringing mortgage applications from approval stage through to funds issue, the CSO was responsible for managing a portfolio of files. Tasks performed by me included: • analyze credit conditions and carry out all checks prior to keying the loan to the mortgage IT system • produce loan documentation for customers and solicitors • manage the file in its entirety including data entry, verification and control of documents and signatures • issue funds to solicitors • manage telephone calls, post and e-mails on a daily basis • manage relationships with all stakeholders including branches, brokers, valuers, solicitors, underwriters and borrowers

Swords, Co Dublin

From its call centre in Swords ClientLogic (SITEL) provided multilingual technical support and customer care services for a number of international companies. My role provided technical advice and support to British Telecom ADSL customers in the UK. Taking charge of calls from customers in difficulty, the tasks performed by me included: • co-ordinate and implement support services to provide the appropriate solution • carry out analysis of the call, its precise qualification and transmit it to level 2 or 3 teams if necessary • troubleshoot connection and browsing issues including hardware configuration • assist in installation, removal and maintenance of e-mail software for Windows and OSX • liaise with hardware manufacturers (OEM) on behalf of the customer • initiate escalation procedures where appropriate • participate in internal training and monitoring of other agents