KEY RESPONSIBILITIES• Manage the costing, selection and implementation of a client/server small business network.• Documentation of all technical infrastructure, configurations and processes to assist future knowledge transfer, system updates, troubleshooting and training.• Train new and existing employees on updated processes and procedures.KEY ACHIEVEMENTS• Setup Microsoft Small Business Server 2011 Standard with Exchange Server 2010.• Implemented Fortinet Firewall and VMware workstation to configure and protect the virtual machines used by the Hotline.ie content analysts.• Setup cloud based backups with encryption and adherence to legal requirements.• Implemented PGP Whole Disk Encryption on content sensitive computers to ensure added security.

KEY RESPONSIBILITIES• Management of a 300 user Cisco VoIP telephony system and the configuration\routing of the Call Centre queues, agents and the Interactive Voice Response (IVR) system.• Continual review and adaptation of Call Centre and IVR configurations based on statistical analysis with Call Centre supervisors & departmental management.• Team lead in the event of manager absenteeism.• Manage the testing, selection and configuration of new mobile and broadband devices.• IT Lead in contract negotiations with Landline, Mobile and Internet service providers. KEY ACHIEVEMENTS• Managed the research, budgeting & implementation of a €250k Cisco VoIP & LAN solution.• Achieved a saving of >€100k on telephony charges by auditing\reconciling existing charges and by going to tender and negotiating a new telecom vendor and pricing structure.• Reduced printing costs and service outages by researching and implementing managed print services.• Minimised downtime on key IT communication systems through a process of proactive care and liaison with service providers. Consistently delivered >95% on all telephony system KPI’s.• IT Lead for Truvo Ireland during corporate wide Digital Recording System project which achieved a 20% reduction in contract chase times by digitally recording customer voice contracts.• Project managed the relocation of key IT infrastructure & systems during a year-long office refurbishment with 0% loss of productivity achieved during core business hours.• Monitored adherence to service level agreements by Landline, Mobile and Internet Service Providers.

Responsibilities • Coordinating the day to day functionality of the IT ServiceDesk• Ensure minimum downtime on key IT infrastructure & services• Liaise with department heads and managersAchievements• Implemented faster response times and thus reduced end-user downtime.• Established an IT knowledge base which reduced fix times and assisted new IT staff.• Established greater productivity levels within the business due to IT system reliability.• Managed broadband rollout to >100 remote workers and improved efficiency by 20%.• Managed internal customer relations by ensuring a regular flow of communication.• Constantly delivered a professional and customer oriented service at all times.

Responsibilities• Contracted into Golden Pages Ltd.• Provide first level support to internal and remote based workforce.• Configuration and maintenance of Nortel telephony systems. Achievements• Reviewed and restructured the efficiency of the IT ServiceDesk call logging process.• Implemented a telephone support solution to assist our remote workforce.• Established call volume reporting which allowed managers to increase productivity.• Implemented a consistent SLA >92% by using clear communication and processes.• Enhanced IT awareness by delivering effective and clearly understood policies.

Responsibilities• Deliver second level windows, application and hardware support to 5000 employees.• Technical lead to support team and projects.Achievements• Continually achieved SLA target of >95% by following processes & communicating.• Promoted to technical lead with exposure to people & report management.• Appointed as technical lead for Intel’s bi-yearly senior executive video conference.• Appointed as technical lead for Intel’s innovative video conferencing (Teamstation).• Key member of WinWin project team which migrated >5000 clients to Windows 2000.

Responsibilities• Provide technical support to their customer base.• Configuration of computer hardware\software in their training rooms.Achievements• Consistently delivered a professional and customer oriented service.• Ensured that all training rooms were configured correctly for our clients training.• Learned the importance of communication in a professional business environment.