Niall Doyle Email & Phone Number

Tewksbury, Ma, Us

Manage team of 12+ Engineers and oversee their personal work, skill growth and career development.Collaborate with Account Owners and Client Service Representatives to address client concerns, SLA’s and priorityincidents for 120+ client companies accounting for over 5% of the total client base.Actively participate in high level management meetings where we provide feedback regarding the design,implementation, and enforcement of company policies to enhance client service.Ensure engineers meet KPI’s for prioritization, communication, documentation, and escalations.Conduct annual performance reviews and regular one-on-one’s for all direct reports.Interview and hire prospective engineers.

Woburn, Massachusetts, United States

Performed duties as Team Lead for the pod of 6+ Engineers.Led morning meetings to review escalations, ongoing issues, and case strategies junior engineers.Mentored junior engineers.Handled third-level troubleshooting.Communicated client issues in weekly management meetings.Conduct peer reviews within the pod and provided feedback to management.Cover after hours and weekend on call shifts.

Woburn, Massachusetts, United States

Handled escalations from junior engineers, providing feedback and learning opportunities.Participated in strategy meetings for financial pod clients.Reviewed onboarding client information and environment for successful support initiation.Managed high-visibility incidents from initiation to resolution.Implemented change controls for client environments.Assumed duties of Team Lead in the absence of the System Administrator.Served as the Subject Matter Expert for Mimecast companywide.Cover after hours and weekend on call shifts

Tewksbury, Massachusetts

Deployed and updated technical assets for 9-10 dedicated clients.Maintained technical documentation for assigned clients.Documented troubleshooting solutions for recurring client errors.Assisted with project work and provided onsite assistance and expertise.Advised clients on IT best practices and infrastructure improvements.

Burlington, Ma

OS Support: Windows XP - Windows 7, Windows Server 2003 - 2008R2Software Support: Microsoft Office 2003-2010, Microsoft Lync, Adobe Products, Airwatch Console for iOS Devices,Hardware Support: Cisco Routers/Switches, Desktops, Servers, Printers, Ricoh MFD with Scanning,Primary Responsibilities: Network Monitoring using VitalSuite Software, Active Directory Asset Management and Tracking, Project Management, Customer Service, Computer Repair and Providing Level 2 Technical Support to Customers via Ticketing Systems Ensuring Functionality Within the SLA Guildelines.