Kieran Kelly Email & Phone Number

Naas, Leinster, Ireland

Unit 2, Forest Business Campus, Belview, Mullingar, Co. Westmeath

Provided Level 1 helpdesk and customer support and created detailed reports on any new software/hardware tickets and entered them in the Autotask database and appropriately scheduled tickets to the support team. Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management. Provided responses to all ticket issues in writing using professional email skills.Carefully used my troubleshooting skills to… Show more Provided Level 1 helpdesk and customer support and created detailed reports on any new software/hardware tickets and entered them in the Autotask database and appropriately scheduled tickets to the support team. Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management. Provided responses to all ticket issues in writing using professional email skills.Carefully used my troubleshooting skills to diagnose and repair PCs and laptops. Performed Office365 and client software installations and regularly scheduled updates. Performed new PC and Laptop. builds/setups geared towards client’s software specifications, and supported and maintained any client printers.Provided assistance via remote control service in order to install software, diagnose, and resolve an issue quickly.Resolved any issues with Office365 Applications (Outlook, Excel, and Word). Setup new mailboxes in clients Office365 login, issued new licences, and configured mail settings when needed.Provided onsite installations, and connected PCs and printers to the client’s local network domain promptly. Show less

Galway

I have 2 years experience working as a Cloud Product Support Engineer at the SAP Service & Support Centre, Parkmore East Business Park, Galway. I actively analysed software incidents, research solutions and provided technical assistance for SAP enterprise solutions and cloud services to customers daily.Troubleshooted complex problems and narrowed down reported issues, identified root causes, and found creative solutions to effectively address customer needs through Skype… Show more I have 2 years experience working as a Cloud Product Support Engineer at the SAP Service & Support Centre, Parkmore East Business Park, Galway. I actively analysed software incidents, research solutions and provided technical assistance for SAP enterprise solutions and cloud services to customers daily.Troubleshooted complex problems and narrowed down reported issues, identified root causes, and found creative solutions to effectively address customer needs through Skype meetings, and other communication methods.Provided functional requirements for interfaces and GUI apps.Evaluated system applications and managed change requests.Tested application software to reproduce issues while documenting all solutions to known issues and consulting questions, providing improved outcomes for each individual customer needs using SAP's various mobile devices. Tested HTML5, CSS and JavaScript code to work well across all browser platforms. Ensured urgent customer issues were resolved in the most timely and effective manner possible.Participated in migration of cloud clients within data centers.I develop technical solutions such as Knowledge Based Articles which are then posted both internal and external for the benefit of both SAP support colleagues and customer base.Generated project status reports for all stakeholders. Liaised with Client Infrastructure, Software Development and other various Support Teams across SAP to identify application errors, missing product, and functionalities for future releases. I acted as an liaison between our Product Management and Software Development teams for the purpose of improving functionality outcomes for SAP software products.Collaborated with my colleagues within my Client Infrastructure team, and other various expert teams providing important customer feedback, updated Ticket database, process‐improvement suggestions, new troubleshooting tips and other actions that involve improving SAP cloud product support. Show less

Intel Ireland Ltd., Leixlip, Co. Kildare, Ireland

Undertaking a key role within the department, I contribute to the effective daily operations of the team through the astute scheduling of call outs and the diligent performance of a broad range of further activities. I have managed the completion of a number of projects across a variety of teams facilitating the achievement of SLAs and the delivery of superior customer service. I readily identify and respond to any issues and maintain excellent lines of communication with senior management… Show more Undertaking a key role within the department, I contribute to the effective daily operations of the team through the astute scheduling of call outs and the diligent performance of a broad range of further activities. I have managed the completion of a number of projects across a variety of teams facilitating the achievement of SLAs and the delivery of superior customer service. I readily identify and respond to any issues and maintain excellent lines of communication with senior management throughout. Complying with policies and procedures at all times, I create a safe and secure environment for colleagues and clients. In addition, I liaise closely with other members of the team whilst undertaking the installation electrical cables, chemical lines, and ongoing support of semiconductor production equipment for tools such as: Clean Track Lithius, Lithius Pro, Lithius Pro V, and Clean Track Act 12. Show less

Clonmore, Mullingar, Co. Westmeath

I secured work experience with Midas Technologies. This experience allowed me to develop my practical experience further following my diploma qualification in Computer Science. I performed a number of technical support duties as well as web design and web maintenance. I gained experience using technologies such as: HTML, HTML5, Microsoft Server 2012, and CRM.

Áras An Chontae, Charleville Rd, Tullamore, Co. Offaly

This role was a 9 month Jobbridge, the National Internship Scheme where I provided administrative support to all staff managers and perform all complex duties and analyze all data and prepare required reports and maintain efficient contacts with all company personnel to obtain required information. Administered office functions and perform all data entry jobs efficiently and manage all correspondence with help of all letters and policies and maintain records for all department operations and… Show more This role was a 9 month Jobbridge, the National Internship Scheme where I provided administrative support to all staff managers and perform all complex duties and analyze all data and prepare required reports and maintain efficient contacts with all company personnel to obtain required information. Administered office functions and perform all data entry jobs efficiently and manage all correspondence with help of all letters and policies and maintain records for all department operations and information. Data Entry, updating and monitoring data in the CORE Personnel HR Business Intelligence System which was then used to identify and track recruitment and training requirements. I regularly produced meaningful reports for management and also delivered training on the system for other team members. Managed incoming calls and transferred same to appropriate departments as per requirement and deliver messages in absence of concerned person and respond to all queries. Show less

Athlone, Co. Westmeath

This position saw me taking responsibility for personally driving excellent customer service by ensuring that from initial contact onwards, knowledgeable, efficient and polite assistance was provided. I dealt with customers from diverse backgrounds both face to face and by telephone, answering enquiries, resolving complaints and providing accurate information as well as co-ordinating a selection of administrative matters such as monitoring SLAs and targets and implementing remedial actions as… Show more This position saw me taking responsibility for personally driving excellent customer service by ensuring that from initial contact onwards, knowledgeable, efficient and polite assistance was provided. I dealt with customers from diverse backgrounds both face to face and by telephone, answering enquiries, resolving complaints and providing accurate information as well as co-ordinating a selection of administrative matters such as monitoring SLAs and targets and implementing remedial actions as required. Maintained and updated knowledge about Postbank products and services. Responded to customer queries about Postbank services, equipment, promotions, roaming and billings. Enhanced customer retention and satisfaction by providing outstanding and prompt customer services. Answered customer calls and complete service orders.Strong understanding of customer needs and recommend appropriate products and rate plans. Developed innovative ways to sell Postbank products and services to customers.Handled customer requests for payments, activations, upgrades and other services and handled a large volume of customer calls efficiently. Addressed and resolved customer concerns promptly.I also carried out effective trouble shooting of technical problems encountered by customers using the online keypad service. Show less

Cappincur Tullamore Co. Offaly

This role was a temporary contract. During my time with this company I performed a range of activities within the finance department which contributed to the effective execution of daily operations. Responsibilities entailed raising and processing purchase orders in a timely and precise manner and responding to queries from staff, using EPICOR & IWS accounts software. I collated and input timesheet information to facilitate the accurate processing of salaries. Maintained knowledge on all… Show more This role was a temporary contract. During my time with this company I performed a range of activities within the finance department which contributed to the effective execution of daily operations. Responsibilities entailed raising and processing purchase orders in a timely and precise manner and responding to queries from staff, using EPICOR & IWS accounts software. I collated and input timesheet information to facilitate the accurate processing of salaries. Maintained knowledge on all policies and procedures for payroll and maintain records of all departmental expenses and undertook administrative duties as directed such as stock taking and supervising petty cash, consistently providing superior customer service. Show less

Comagh Business Park, Kilbeggan, Co. Westmeath, Ireland.

This role a temporary contract where my job was to handle requests for call outs on behalf of the service team, ensuring critical medical devices such as gas cylinders and stretches were fully operational thus enabling continuity of service to users. I worked with customers, processing their orders to expedite timely delivery and consistently achieved excellent levels of customer satisfaction. Furthermore I maintained accounts and tracked financial activity and also contributed to store… Show more This role a temporary contract where my job was to handle requests for call outs on behalf of the service team, ensuring critical medical devices such as gas cylinders and stretches were fully operational thus enabling continuity of service to users. I worked with customers, processing their orders to expedite timely delivery and consistently achieved excellent levels of customer satisfaction. Furthermore I maintained accounts and tracked financial activity and also contributed to store management by administering goods in and out in accordance with all policies and procedures. Show less

Ifsc, North Wall Quay, Dublin 1

In this position I provided high levels of service to customers requiring printing solutions, recording and processing orders judiciously and contributing to the overall effectiveness of the team. Duties included: Customer service and helpdesk support by telephone or in person to provide printing solutions for clients, record and take in tasks to customer specifications. Photocopying, Printing and Scanning large files for the purpose of making extra copies for clients. Printer Maintenance… Show more In this position I provided high levels of service to customers requiring printing solutions, recording and processing orders judiciously and contributing to the overall effectiveness of the team. Duties included: Customer service and helpdesk support by telephone or in person to provide printing solutions for clients, record and take in tasks to customer specifications. Photocopying, Printing and Scanning large files for the purpose of making extra copies for clients. Printer Maintenance duties such as: filling up paper, installing ink cartridges, dealing with paper jams in printers/ fax machines and Logging service calls if there were any major technical issues with the machines. Each task was time managed to achieve specific deadline targets. This was achieved by prioritising each task. Show less

Garrycastle Ida Business Park, Athlone, Co. Westmeath

In this role my main responsibility was to sell payment protection insurance cover for credit cards for the main UK market on behalf of Barclaycard & Lloyds TSB Card Services. The main responsibility was to provide initial contact onwards, knowledgeable, efficient and polite assistance to each customer that came up on the company's IT system. Other duties were to ensure that all data collected from the customer was entered with excellent attention to detail so that it could be passed onto the… Show more In this role my main responsibility was to sell payment protection insurance cover for credit cards for the main UK market on behalf of Barclaycard & Lloyds TSB Card Services. The main responsibility was to provide initial contact onwards, knowledgeable, efficient and polite assistance to each customer that came up on the company's IT system. Other duties were to ensure that all data collected from the customer was entered with excellent attention to detail so that it could be passed onto the relevant departments in the bank for administration purposes after a sale was complete. Meeting daily sales targets. Show less

Woodchester House, Golden Lane, Dublin 8

During my time with GE Capital I performed a range of activities within the underwriting department which contributed to the effective execution of daily operations. Responsibilities entailed the collection and accurate delivery of business applications to each member of the underwriting team from their main printers. Recording and inputting application data into their main IT system: AS400, making sure at the same time that attention to detail was the norm with each data entry created… Show more During my time with GE Capital I performed a range of activities within the underwriting department which contributed to the effective execution of daily operations. Responsibilities entailed the collection and accurate delivery of business applications to each member of the underwriting team from their main printers. Recording and inputting application data into their main IT system: AS400, making sure at the same time that attention to detail was the norm with each data entry created. Maintaining printer service levels by checking for system failures in the AS400 system regularly so that the operation continued to flow normally. Logging calls to the IT service technician if service levels/system had failed. Consistently providing superior customer service by professionally transferring calls to the underwriting team. Other duties included organising various administration tasks, therefore, prioritising these particular tasks so that deadlines were completed in an efficient manner. Show less

Ida Industrial Estate, Sragh, Tullamore, Co. Offaly

Mainly inputted text and numerical data from invoices that came in from tyre companies in the UK. Ensured the accuracy and relevancy of all data entered into SAP database. Sorted and processed invoices from suppliers. Cross referencing data to ensure its accuracy and completeness. Highlighted any discrepancies in data to Team Leaders and Management. Handled confidential information in line with the firm's data security protocols. Answering the phone, fielding and diverting calls.

Level 8 Higher Diploma, In Computing Science, 2:2

I completed and achieved a Level 8 Higher Diploma in Computing Science course at GCD in 2013. I graduated in Nov 2013 where I achieved.

Fit Ict Associate Professional - Software Development, Software Development, My Grade Diploma In Ict Technologies At Level 6: 14 Distinctions And 3 Merits

Activities and Societies: I completed and achieved the new FIT ICTAP 2 year programme, which formed part of my 2 year National Tech.

Level 5 Certificate, In Computer Network & Maintenance, 6 Distinctions, 1 Merit And A Pass In The Eight Modules

Activities and Societies: Systems Software(Antivirus, Firewall, Adobe Flash, Operating Systems, MS Office 365, Web browsers etc..).

Level 8 Higher Diploma, Business, 2.2

Activities and Societies: Gym I completed and achieved a Level 8 Higher Diploma in Business course at AIT in 2010. I graduated in Oct 2010.

Oxford Cambridge Rsa Diploma, In Information Technology, 2.1 Honours

Activities and Societies: GAA I completed and achieved a Oxford Cambridge RSA Diploma in Information Technology in 2000 at Moate Business.

Fetac Level 4 Certificate, In Information Processing, 3 Distinctions, 3 Merits, And 2 Passes

I completed and achieved a NCVA Level 2 Certificate in Information Processing in 1999 at Moate Business College where I studied.