Paul Mcneela Email & Phone Number

Galway, Connacht, Ireland

Dublin

Providing onsite support for 700+ employees across Symantec’s Dublin campus and 5000+ Remote Employees globally. Supporting several different IT platforms, as well as other third-level engineering teams (Network, Telecom, Firewall and Server Operations). • Managed Symantec’s Walk-up support model (PIT Stops) in EMEA. PIT Stop Techs are the “face” of Symantec’s IT. Remote site visits under “PIT Stop Express” brand for smaller sites with no IT presence were also included.• Responsible for Symantec’s Global Computer Refresh program which replaces computer hardware aged over 4 years. • Collaboration across business functions and a Trusted advisor to those groups on all matters IT related. • EMEA Lead for Win 10 Migration (Onsite and Remote) • Managed Symantec’s M&A programs for PIT Stop globally – leading the team on acquired company’s site to ensure smooth transition and migration from their hardware and systems to Symantec. • POC for EMEA IT Support escalations • EMEA IT Depot Manager responsible for: o Stock and Asset Management of high volume of Mac\Wintel based systems including all peripherals and accessories, stock replenishment and monthly stock checks o New Hire\Break Fix repairs and Change of Device o Computer Refresh o End of Life process management o Legal holds

Shannon

• Managed the shutdown of Symantec office in Shannon and transition of employees to Home working• New Milan office setup – Worked with small team to setup Milan office for 200+ employees• Responsible for 30+ Leveraged HP\HPCDS staff across EMEA region for site visits to Level 4 SYMC offices. • Led EMEA Remote Support team covering EMEA whilst also providing overflow cover to India\APJ and East Coast of Americas. • Ticket Managemento Driving the efficiency and effectiveness of the ticket management process o Regular meetings with EMEA techs on maintaining high SLA standards of 96.72%o Training with techs on Ticket Management best practiceso Identifying tickets which needed special attention or escalationo Attending weekly meeting with client (Symantec) to review open tickets.

Shannon

• Implemented Queue Management position in EMEA which bought SLA compliance from 40% to contractual expectation with client of 95%. • ITSM full time position created in EMEA. Trained full time Queue Manager and also provide regular trainings to FS Engineers region wide on ticket handling and expectations to ensure SLA Compliancy which contractually increased to 96.72% was met. • M&A: Selected as primary EMEA resource for PC Tools + Verisign M&A.

Shannon

Onsite Support Technician supporting all Technologies (Desktop\Network\AV\Telecoms etc) for 150+ Employees at their Shannon Office. Also remotely for 1000+ employees

Shannon