Patrick Mcgrory Email and Phone Number

· As part of a team of IT technicians I was subcontracted to provide IT services to BT staff situated in the Apollo Rd call centre.· Provided hardware support to 500 workstations and servers in the call centre· Manned the helpdesk on a rotational basis and logged and prioritise faults accordingly· Acted as first line of defense for operational software and network issues and escalated to the appropriate BT specialists.· Collated statistical data on faults that occurred and presented this in report form to managers on a daily and weekly basis.

· Upgraded IT systems with appropriate hardware and software· Installed and administered networks using relevant backup procedures· Maintained an IT consumable inventory and ordered new material when needed· Manned an IT helpdesk and logged faults accordingly· Provided hardware support for all workstations in the Sean Quinn Group site· Provided support on a ad hoc basis for users of Microsoft Office applications

· Responsible for professional provision of IT support services· Provided technical support by phone to external customers that had bought Gateway 2000 products· Arranged pickup/replacement of defective parts and maintained a sense of customer urgency on issues that occurred· Escalated unresolved issues using the appropriate channels and provided feedback to staff and customers in a technically coherent manner· Attended technical and customer care courses when provided· Liaised with staff in different departments and with engineers working at customer sites.