Patrick Aherne Email & Phone Number

Dublin, County Dublin, Ireland

Leixlip, County Kildare, Ireland

• Designing complex cross-functional, operational processes for service delivery teams. Leading process optimization projects across all Service Desk deliverables for my client Ahold Delhaize.
• Implementing solutions within Service Desk and Field Services capabilities. Integrating technical knowledge with an understanding of business needs, to create superior solutions for the client.
• Providing consultation service to internal/external capabilities. Preparing commercial sales proposals for Non-Standard Service Requests. Applying solutions from vast portfolio, crafting new solutions to meet highly.
• Producing best practices for delivery teams based on ServiceNow functionalities.
• Working closely with automation team to reduce handling time and improve customer satisfaction.
• Providing feedback on new on-boarded applications in the client’s portfolio

Leixlip

• My role of operations analyst was a key member of the operations delivery team. This role included supporting data management, client reporting, trade processes, and problem resolution. I worked closely with the Client.
• Designing Global Service Desk operational processes and procedures covering core deliverables; quality, customer satisfaction, incident resolution, request fulfillment.
• Ensuring delivery and success through metrics-driven performance management
• Providing prompt and accurate information on incident performance to senior management.
• Accountable for desk’s quality performance: monitoring incident quality, case quality and customer satisfaction results.
• Motivating teams and individuals to achieve high customer service standards. Inspiring teams to thrive in the ever-changing environment.

Leixlip Ireland

• EMEA Escalations Manager for Global pharmaceutical company with CPL @ Hewlett Packard Ireland. I'm currently Escalations Manager for EMEA Service Desk. Main focus is to deliver fast and effective results and coordinate.
• Single point of contact for the global delivery team on Pfizer SD Delivery Teams in the High priority incident management process.
• Coordinating workflow between Field Services and Global Service Desk.
• Providing prompt and accurate information on incident performance to senior management.
• Accountable for desk’s quality performance: monitoring incident quality, case quality and customer satisfaction results.
• Generating and analyzing reports related to Help Desk performance. Presenting reports and teams results on weekly/monthly management meetings.

Cabinteely

• SPOC for all bank branches across Ireland for support with their ATM’s
• Remote fixes of ATM’s
• Acted as a bridge between branch managers and An Garda Síochána during criminal activity scenarios

Leixlip, County Kildare, Ireland

• Troubleshooting customers’ technical issues. Creating incident for L2 and L3 teams
• Working as a backup for the 2nd level On-Site technical team for advanced troubleshooting.