Michael Casey Email & Phone Number

Ireland

Galway, County Galway, Ireland

Cloud support and continuous improvement for Avaya cloud based contact center solutions.- Incident analysis and resolution for multiple cloud products.- Proactive and reactive log/metric analysis.- Configuration of new cloud tenants and components.- Dashboard and monitor creation to enhance observability.- Project management and delivery of cloud.

Technical support for Genesys cloud based contact center solutions.- Resolve customer raised issues through investigation, replication and troubleshooting.- Collect and analyze logs to identify the root cause of raised Issues.- Organize and lead conference calls during customer-affecting service interruptions to coordinate resolution of complex issues..

Galway, Ireland

• Providing infrastructure management/support for DXC clients on virtual and physical systems. The role involves proactive management and monitoring of the client estate and reactive support for any client raised.

County Galway, Ireland

• Analyse incidents and provide solutions easily understood by customers.
• Troubleshoot complex problems and provide the best available solution or workaround within the agreed service levels.
• Document solutions to known issues and consulting questions.
• Develop technical solutions to be posted to both internal and external knowledge base.
• Liaise with Development & Field Teams to identify bugs and missing product functionality for future releases.
• Document issues in a CRM system and defects in an engineering tracking tool.

Galway

• Operations management in HP’s Global IT Command Centre.
• Production Environment Monitoring & Customer Support for HP’s Infrastructures, Networks and ~2000 Business Applications, as well as all of HP's Internal Employees, External Partners & Trade Customers worldwide.
• Liaise with the various Business Functions (Supply Chain, Finance etc.) and IT Organizations (Application Support, Development, GDBA, Executive Support etc.) company wide, in order to identify and remediate severe.
• Communicate and update disruptions to service via IT Event Notifications to audiences including VPs.
• Manage, record and communicate remediation efforts for major disruptions to applications including managing recovery actions and go forward plans.
• Monitor applications, databases and networks to pro actively discover potential issues and minimise impact. Perform application health checks to identify current status of applications.

• Core Duties:
• Prospect, develop and close prospects for SourceDogg products.
• Research accounts,identify key players, generate interest and develop accounts to stimulate opportunity.
• Perform product demos using web tools to prospects and customers.
• Create and deliver accurate forecasts using CRM tools.
• Interact with prospects via telephone, email & online meetings.

Galway

• In second semester of third year I completed my professional experience programme in the University. My task was to help analyse and update the University’s website to its current form. Challenges included gathering.
• Gather and analyse requirements from various departments within the University.
• Implement content, media and all other requirements into the website.
• Review, analyse and highlight areas of improvement for the University's website.
• Edit, update and enhance content and media.
• Design, distribute and anayse the results of an online marketing newsletter to promote a MBA Programme.