Micheál Looney Email & Phone Number

London, England, United Kingdom

I work on the production infrastructure team at Intercom. We are responsible for the security and availability of the core systems that power Intercom.

Dublin, Ireland

Cork

Work alongside the engineering team to provide highly available betting & trading technology built using Java, MySQL, Glassfish and Hibernate. Ensure the smooth operation of production code, responding promptly and effectively to any issues. Make use of logs, system monitoring tools, command line utilities and scripting languages to support mission-critical architecture 24/7. Projects:- Wrote a utility to migrate several hundred hosts from one monitoring server to another, making changes to local config files and to the monitoring server via the API- Wrote a program to extract and visualise historical data about Zabbix alerts in order to audit alert severity levels - Wrote a large amount of custom bash scripts to check log files/databases/console utilities for problem indicators- Created onboarding materials for new hires

Work closely with the Airbnb to successfully deploy a pilot program for the first Product Specialist position at a vendor site. Continually report to the client with feedback, working with them to devise new processes. Implement these processes in collaboration with Voxpro management.The Product Specialist is part of the Customer Voice team, at the nexus of the Product and Support teams, their mission is to ensure that the Product teams are informed by the voice of the customer, and that the Support teams are armed with the knowledge they need to help the customer.Core Tasks:-Review and triage all bug reports submitted by the Customer Experience team at our site.-Drive down false positive reports by providing targeted training and coaching based on ticket data. -Support rollout of new Product features by communicating changes to the Customer Experience team and acting as a POC.-Provide actionable feedback for the Product team by identifying key customer pain points and feature requests.-Create documentation and training materials

-Deliver an exceptional experience to Guests and Hosts when problems arise.-Arbitrate in resolutions cases between users, using investigative skills to uncover all available information to fully account for both parties in disputes.-Take ownership of the toughest cases and resolve them based on exhaustive knowledge of Airbnb’s Product and Policies. -Issue final decisions in regards to disputes and refunds often involving thousands of dollars. -Act as a team POC for questions, take escalation calls and support the integration of new team members

-Provide friendly and efficient service to the European Airbnb community, acting as a first point of contact for inbound customer calls and emails-Identifiy and escalate issues appropriately.-Compose thoughtful and accurate messages and customized prepared responses to emails.-Research information and troubleshooted problems using available resources.-Respond professionally to inbound phone calls with a friendly manner, including urgent situations.-Continually educate users on Airbnb’s Product, Policies and best practices to reduce/eliminate future contacts.

Higher Diploma In Cloud And Mobile Software Development (Level 8), Computer Science, First Class Honours

Topics covered: -Object-Oriented Programming (Java) -Requirements Engineering -Networking Systems -Database Systems -Principles.

Bachelor Of Arts (Ba), French Language And Cultural Studies, Second Class Honours Grade 1

This degree program includes an intensive language study element as well as an examination of a wide variety of cultural topics such.