Martin Farrell Email and Phone Number

• Overseeing onboarding of all EMEA New Hire account and hardware • Supporting EMEA sites to ensure they are running smoothly and have the resources they need• Escalation point of any hardware/New Hire related queries

• Inventory control and assisting new laptop provisioning for all new hires (over 100 per month)• Troubleshooting windows and Mac OS issues using SCCM and Jamf• Use of Service Now ticketing system with SLA control and group management• Ensure remote sites have sufficient stock of peripherals and laptops• Support of Cisco phone and registration• E-waste processing• Repair of IT equipment and use of warranty process where applicable• Use of support tools such as: Service Now, Landesk, Symantec VIP Manager, Symantec Security, OKTA Platform, CrashPlan, Active Directory and Exchange Server, Office 365 suite, BOMGAR Remote Support, Jamf, SCCM

Provide coverage and support for Network operations and Information Technology Department as directed by supervisor.Technical support for the Epic web/social media presence.Monitor and maintain Epic servers, locally and cloud based.Initial set up and ongoing technical support for Windows, Android, macintosh macOS and iOS, across desktop laptop and mobile devices. Analyze log files and investigate and correct or record errors that are discovered.Monitor Epic servers and data backup processes.Configure network devices.Work with systems for endpoint device management. Includes software distribution, updates, patching virus protection, and imaging.Assist with network account creation and troubleshooting.Develop and maintain scripts and programs that automate repetitive tasks and data transfer in the Network Operations Center.Document features, technical specifications, and infrastructure requirements for self-produced technical work and job processes.Provide management and administrative support of digital communication systems; including training and orientation for staff and administration. This may include service to partner organizations.Ensure that helpdesk tickets are closed or escalated promptly.Ensure regularly scheduled technical tasks are accomplished on time.

Reviewing Orders to ensure all legal requirements are met & documentation is completePossess and enforce an expert level of understanding current revenue recognition guidelines as established by Finance and compliant with Sarbanes-Oxley Act procedures.Complete analysis and investigation of queries related to specific Microsoft Business Programs, Orders and Contracts. These queries are communicated via emailRegular updates provided to customer on progress via email, followed by complete resolution on any queries within the agreed service levelFollow defined escalation process in order to resolves complex queriesEnsuring that all data entered is Sarbanes-Oxley Act compliant along with any other data privacy and quality controlsResponsible for keeping accurate records of business activities including detailed information on Agreements/Orders exceptions and queries, outstanding problems and executive approvals as outlined by Legal & FinanceRoutinely evaluate workload and prioritize based on the Company revenue needs, customer sensitivity and follow guidance from Management on prioritization. Responsible for identifying any productivity and quality improvement measures and flagging to Management as soon as possibleServed as backup support to others on the team with the resolution of more complex or unusual problems.Working with all level of the organization as well as the Company's partners to meet customer business needs

Live Site and Teammate Tool Technical SupportReview and analyse Product and Operational Issues that impact Global Operations for PayPal and Outsource Partners with a direct responsibility for Customer Support, Merchant and Enterprise teams in localised countries such as: Italy, Spain, France, Netherlands, Poland, Ireland, Scandinavia, and the United Kingdom. While also supporting non localised countries located in Europe and globally using a follow-the-sun model. Providing Windows and Macintosh technical support for issues and tool support.Triage and assign within our CRM to ensure all technical issues are dealt with promptly and with correct priority.Ensure compliance with all Service Level Agreements and our own issues Matrix, considering any impact for both customers and company. Review and monitor escalations inquiries, technical bridges, and additional requests submitted by business units in localised countries. Projects include: Weekly meetings and conference calls with members of the supported teams across Europe and Outsource Partners. Participate and support long term projects and product development for new features and internal tools. Evaluate and improve our own tools within the team.• Triaging L1 Escalations• Communicating updates to stakeholders and executive team• New and continual training for issue submitters• Follow the sun 24/7 support including on call

Analysis of user feedback on live site issues and tools.Review of bug reports by customer base and support operation centres.Involved in user acceptance testing, quality assurance, staff education and business continuity planning.Provided subject matter expertise, training/mentoring to peers, customer support groups and business units.Interface between customer support, network operations centres and development teams.

Assisting agents with coaching and mentoring, providing a point of escalation for contacts which may require further analysis. Direct contact with other back and front office Senior Agents to resolve escalated queries.Work service request queues within agreed Service Level Agreements. Attend cross function meetings.

Intake of customer queries in relation to their accounts via email or phone. Supporting UK and GreaterEurope Markets

Worked as a directory enquiry agent for various UK providers.