Mark Cavanagh Email & Phone Number

Little Island Cork, Ireland

Employed by PFH. Based onsite at client Eli Lilly Cork.Co-ordinate, plan and support site IT infrastructure activities and projects.Partake in global infrastructure projects along with regional projects, vendor and contract management, IT related procurement and supporting the local IT technicians. Consult with the business and support them with IT implementations/ Business IT Projects.Create and develop relationships with 3rd party suppliers and ensure operational management of 3rd party contracts.Maintain up to date IT Quality documentation for all systems/processes and manage site assets and inventories.Oversee the network infrastructure including the planning of maintenance works and upgrade of the existing systems.Partner with IT colleagues across Infrastructure and R&D and identify solutions to meet business needs

County Dublin, Ireland

Provide support to end users onsite in Dublin and also to 6 remote offices in EMEA.Managed a team of 5, conduct weekly 1:1’s, manage and report on workload and metrics.Ensure procedure and best practice were being adhered to across the team.Manage AV , Print and hardware distributor vendors.Performed hardware procurement.Was POC for IT support matters in EMEA.Provide input and drive operational changes in IT org.Heavily involved in new office build for Dublin, acted as POC for IT support portion.Build out contractor support office in Budapest, ordered hardware, provisioned accounts + AV spaces, on boarded users and provided training

County Dublin, Ireland

Employed by Milestone LTD - Based onsite at Client (Facebook Ireland)Manage, support and scale support / Helpdesk operations in Ireland and across offices in EMEA.Performed weekly metrics reporting and thought leadership about how to continually improve our support practices Worked as part of a global team ensuring processes were standard across regions.Regularly drove quality improvement within the team locally.Perform “fault domain isolation” as a structured troubleshooting approach to ensure that we were identifying the root cause of underlying IT issues.Frequently acted as a “POC” (Point of contact) on any IT maintenance/projects that were likely to impact health of service.Regularly identified and reported on any emerging or trending issues that were likely to impact our colleagues in other offices.Responsible for scaling the team as per the needs of the organisation in Ireland and other sites globally.Ensured the culture of the company was represented in how IT was delivered in Dublin.

Auckland, New Zealand

Employed by Mobile Mentor - Based onsite at client Air New Zealand.Provided Hardware and Software support for all company phones with a focus on SmartPhones (600 + users of Smartphones)Was responsible for configuring new Smartphones to receive company email and also ensuring phone accounts were provisioned correctly.Was responsible for new hardware procurement and also managed the hardware repair process.Configuring of Sim cards with FDN lists.Was point of contact for provider (Vodafone) for account related issues.

Sydney, Australia

Provided onsite Desktop support primarily in a Windows based environment for a variety of technical issues such as software/hardware troubleshooting and installation, Printing, Networking, new user setup, installation and support of numerous bespoke and department specific software. Driver issues.Supported academics, VIP staff and students.Bootcamp and Office for Mac setup and configuration.Virus and PC performance related issue resolution.

Sydney, Australia

Provided face to face technical support to the general public for all Apple Products. Diagnosed and treated hardware issues and also arranged hardware repairs of faulty units, ordering parts, delegating repairs and unit testing. Strong interpersonal skills were essential in dealing with members of the general public.

County Cork, Ireland

Provided both front line and second level technical support to both customers and colleagues alike.Supported practically every aspect of Apple hardware and Software (exceptions being Xserves and Final Cut pro). An intricate technical knowledge was essential to the role.Liaised with Apple repair partners to ensure customer issues were resolved timely and effectively.Complied various how to and hardware repair reports.