Jonathan Winston Email & Phone Number

Ireland

Dublin City, County Dublin, Ireland

I manage a global team of people including team leads, legal support specialists and technical analysts.
We are responsible for the triage and resolution of legal and cross legal internal tools.
We maintain legal and compliance guidelines and best practices.
Work directly with Law enforcement and other legal teams for fast and effective resolution to real life threats.
Onboard and migrate tools for specialized platform teams and assist in their hackathon and… Show more I manage a global team of people including team leads, legal support specialists and technical analysts.
We are responsible for the triage and resolution of legal and cross legal internal tools.
We maintain legal and compliance guidelines and best practices.
Work directly with Law enforcement and other legal teams for fast and effective resolution to real life threats.
Onboard and migrate tools for specialized platform teams and assist in their hackathon and backlog management.
My responsibilities are varied and broad, requiring a proactive and methodological approach.
My Core deliverables:
• Primary POC and sign off for Operations
• Lead operations team to success by driving impact through efficient workflow implementation, projects and coordination with other teams, stakeholders, and partners
• Accurately set and lead objectives and priorities to best support customer and internal teams needs.
• Supervise Operations and project work overview
• Coordinate, review and sign off on change management
• Reporting & Data analysis on queue and analyst performance
• Review quality insights reports and work with leads to maintain high quality service.
• Implement improvements to reduce inefficiencies and increase overall performance
• Defining, implementing, and maintaining SLAs and KPI for operations.
• Engages clients and key service users through ongoing and frequent interactions, meetings and account activities
• Coordinate, support and participate in customer focused planned and unplanned project work
• Goals and Project planning and administration
• Budget review and allocation Show less

In this role I directly manage the onsite team for one of ATOS managed services Largest accounts.The role is primarily a management position with some aspects of technical assistance due to the time I have been with the company.ATOS as a company bases their service around the ITIL framework which I am very familiar with.My role specifically involves:• Managing the day to day of the onsite support. • This includes workload and time management, insuring they adhere to the… Show more In this role I directly manage the onsite team for one of ATOS managed services Largest accounts.The role is primarily a management position with some aspects of technical assistance due to the time I have been with the company.ATOS as a company bases their service around the ITIL framework which I am very familiar with.My role specifically involves:• Managing the day to day of the onsite support. • This includes workload and time management, insuring they adhere to the agreed SLA’s and KPI’s.• Problem and Incident management.• Managing and supporting ongoing projects.• CSI management and support to continuously review and improve the service provided to the customer.• Involvement in changes and implementation through CAB• Asset management including weekly and monthly reporting • Internal service reviews and reviews with stakeholders• Weekly meetings with the client in relation to the service as a whole • Ongoing support and training of new and current staff • Maintain knowledge base articles and service catalog Show less

In this role, I work as part of a small onsite engineer team for the courts service in Ireland. We support multiple locations in Dublin and liaise with vendors to support all courts in Ireland as a whole. We are responsible for the ongoing implantation and maintenance of hardware and software systems across the service. I personally have been involved in some high profile projects, such as citrix migration and court specific set ups.I have also implemented multiple CSI improvements… Show more In this role, I work as part of a small onsite engineer team for the courts service in Ireland. We support multiple locations in Dublin and liaise with vendors to support all courts in Ireland as a whole. We are responsible for the ongoing implantation and maintenance of hardware and software systems across the service. I personally have been involved in some high profile projects, such as citrix migration and court specific set ups.I have also implemented multiple CSI improvements for the service and have received several accolades for work performed for the service.I have also covered the technical lead position several times through absences and annual leave.Responsibilities and Applications include:• Reporting • Training of new staff • Mobile Device management • Asset management • MS office 2003-2016• Windows• Citrix• Citrix IPhone and iPad support • Mobile device and tablets • Ensuring targets, SLA’s and KPI’s are met• Set up hardwareProjects:• DAR (Digital Audio Recording) set up for all Dublin based court rooms. Managing this project from start to finish and setting up and implementing the relevant hardware which included 2 windows 10 machines and specific audio cards for each court room and configuring the software and monitoring for each of these also.• Full Court room IT set up including specialist hardware, sound mixer and networking • Full document refresh for knowledge base for onsite and service desk.• Windows 10 image creation, building and testing. Show less

In this role, I worked as part of an IT team supporting 650+ legal and administrative staff over multiple locations including Dublin, Belfast, London and the US. I was responsible for the ongoing implantation and maintenance of hardware and software systems across the firm. I also supported all mobile devices which were secured with our image and maintain bundles/minutes and data usage as well as application troubleshooting and maintenance.This role required an advanced understanding of… Show more In this role, I worked as part of an IT team supporting 650+ legal and administrative staff over multiple locations including Dublin, Belfast, London and the US. I was responsible for the ongoing implantation and maintenance of hardware and software systems across the firm. I also supported all mobile devices which were secured with our image and maintain bundles/minutes and data usage as well as application troubleshooting and maintenance.This role required an advanced understanding of systems and troubleshooting as there is no escalation point above us. This often requires liaising with our software vendors to resolve an issue or implement a fix.Responsibilities and Applications include:• Worksite• Azure remote app• Set up hardware• Networking• Patching phones• IP and Lync phone set up• AV set ups• IPhone and iPad support • Mobile devise and tablets • Ensuring targets are met for direct calls and handling times• Adhering to SLA and KPI Projects:Implemented an upgrade across the firm. Replacing all machines with upgraded models with SSD's. installing new windows OS image and upgrading core systems such as worksite and compare software which is business crucial for a law firm Show less

Leixlip

As a technical coach in a multi lingual call centre environment, I am responsible for the mentoring, training and ongoing support of level 1 and level 2 analysts on the desk. This includes level 2/level 3 fixes in some circumstances. I train new hires and help them to advance their skills technically on a case per case basis while focusing on SLA and KPI timeframes. The role requires an advanced knowledge and working knowledge of multiple processes and applications in order to best assist… Show more As a technical coach in a multi lingual call centre environment, I am responsible for the mentoring, training and ongoing support of level 1 and level 2 analysts on the desk. This includes level 2/level 3 fixes in some circumstances. I train new hires and help them to advance their skills technically on a case per case basis while focusing on SLA and KPI timeframes. The role requires an advanced knowledge and working knowledge of multiple processes and applications in order to best assist agents and support teams. We are also in charge of all reporting on the desk making it necessary to have good excel skills. I also manage all hardware and hardware fixes for agents on the desk as well as PC imaging and set up for new hires. The role requires good time management skills.Other responsibilities include: - Ensuring that level 1 and level 2 analysts meet SLA/KPI - Apply level 2 and level 3 fixes - Reporting - Case quality - Test calls - Setting up hardware - Fixing any hardware issues agents may experience - Liaising with management and our client - Daily ad-hoc tasks - Personal projects such as creating new training slides - Creating / maintaining training slides - Delivering new starter and refresher training for current agents - Agent management and line skilling - CMS - Time management Show less

Leixlip

As a Support Analyst, I provide first level and some second level support to Pfizer, also dealing with Web tickets and E-mails. Areas supported included Active Directory, Outlook/Exchange, VPN connections, Cisco Communications, MS Office, Networking, and Hardware issues.As a back-up coach, I am responsible for the mentoring and training of level 1 analysts on the desk. I train in new hires and help them to advance their skills technically and any other responsibility that may be asked… Show more As a Support Analyst, I provide first level and some second level support to Pfizer, also dealing with Web tickets and E-mails. Areas supported included Active Directory, Outlook/Exchange, VPN connections, Cisco Communications, MS Office, Networking, and Hardware issues.As a back-up coach, I am responsible for the mentoring and training of level 1 analysts on the desk. I train in new hires and help them to advance their skills technically and any other responsibility that may be asked of me. - Customer service and satisfaction- Help customers with their technical issues- Working on a deadline/SLAPrograms used:- Microsoft Office (2003/2007/2010)- Citrix- Remote connection tool- Active Directory- HP Service Center- RSA SecurID - RSA Soft/Hard Tokens- Sharepoint- Windows 7 & XP- Outlook (2003/2007/2010)- Microsoft exchange- SAP – account unlock and password reset- Cisco Communications- Webex- Walkowitz Show less

Itil V3

Fetac Level 6, Hardware And Networking

Activities and Societies: computer hardware and networking Throughout the course I worked on a number of different skills. The main aspect.

Secondary School, General

English C3 (Hons) Irish D3 (Pass) Geography C2 (Hons) French D2 (Pass) Biology C1 (Hons) Art C1 (Hons)