Paul Whelan Email & Phone Number

Leopardstown, Dublin 18 (Working From Home)

I work within the Profile Data Services (PDS), Retail Market Services department within the Networks Assets division in ESB. PDS is a market critical unit within Retail Market Services which is responsible for the provision of Quarter Hour (QH) interval data to all suppliers under the terms of Commission for Regulation of Utilities (CRU) and agreed SLAs and it's my job delivering these service levels. It is the “ringfenced” function within ESB Networks responsible for all aspects of the retail electricity market design on behalf of the CRU. Other areas of activity include project management and system administration, Standard Load Profiles, Microgeneration, E-Cars, and Bulk Supply Metering.Other duties include:• Managing and maintaining applications such as MV90 software system and SAP ISU and resolving any issues.• Taking a lead role in the tendering process, technical specification assessment and implementation of new software solutions within the team.• Providing technical/professional advice and guidance to PDS team members.• Liaising with the Business Services Centre on a continuous basis to ensure PDS systems are operating correctly and are fit for purpose.• Carrying out maintenance tasks for the applications such as monthly maintenance and estimation.• Taking lead technical role and project manager for PDS for projects across the business.• Leading and managing system upgrades such as database upgrades, MV90 upgrades.• Testing and implementation of hardware upgrades such as modems, digiboxes, desktop upgrades.• Improving department processes• Generating and publishing Standard Load Profiles to the market on an annual basis.• Maintaining strong safety, quality and performance culture.

Dublin, Ireland

Working within the Enterprise Services unit for ESB Networks, responsible for supporting the operation and maintenance of critical ESB Networks applications.Some of the applications supported include meter reading, graphical information system, scheduling systems and mobile workforce management (Click, GIS, Kony MyWork, MVRS and MV90).Main duties:• Providing technical expertise for complex support issues• Performing morning checks of the tier1 applications• Preventative maintenance tasks to ensure IT systems are operational and secure, and to prevent future incidents• Monitoring the team mailbox for issues, assistance or ticket assignment• Troubleshooting & root cause analysis of application performance issues• Logging all activities & tasks in MSM ticketing system• Change management – involved in the change process & attending meetings at CAB• Maintain support roadmaps for the applications• Monitoring system availability & providing technical recommendations to ensure the highest level of availability• Produce reports analysis for the team• Projects - contributing in all phases of Project Delivery (Definition, Preparation, Execution & Transition to support) such as the upgrade of MV90 application• Setting up SCOM alerts for critical services on servers• Identifying & implementing process improvements opportunities across the landscape of supported applications (as well as documenting them)• Partaking in Knowledge Transfers which is a presentation of knowledge of either an ESB app or other relevant knowledge of value• Produce team meeting agenda for weekly meetings• Mentoring other team members in developing their technical expertise• Involved in the practice of 'good catches' - identifying and preventing accidents• Helping develop support model for new & upgraded systems• Authoring & updating technical application support Knowledge BaseS/W used: AD•Windows 7/10•Server 2012/16•Symantec•Click•GIS•Kony MyWork•MVRS•MV90•O365•MSM•BCP•SCOM

Musgraves Market Place, 11 St Margarets Road, Ballymun, Dublin 11, D11 Fn84

Main Duties:• Delivering deskside hardware/software technical support for 150 staff• Supporting a Windows 7/10 environment using MS Office 2010/13/16/O365• Providing employee training on new systems and software• Remotely supporting other Musgrave's offices in 8 sites• Occasionally visiting Dublin sites to resolve issues• Occasionally visiting VIP’s or CEO if in the Dublin with a problem• Troubleshooting HP desktops/laptops, smartphones & Lenovo/Surface tablets• Resolving LAN and WAN issues• Resolving tickets within SLA using Maximo ticketing system• Updating staff on tickets on a daily basis• Updating IT knowledgebase with technical solutions & how-to’s• Responsible for purchasing new desktops/laptops; sending PO's to supplier & receiving the h/w• Imaging desktops, tablets & laptops using SCCM 2012 & Acronis• Reprofiling desktops, tablets & laptops for existing users• Maintaining asset log to keep track of all MWP division devices• Pushing out software & updates to clients using SCCM deployment• Deploying McAfee antivirus agents using McAfee EPO• Deploying Symantec EndPoint Protection to all devices• Setting up & maintaining video conferences using the Polycom system & TMS system• Maintaining the Cisco telepresence video conference system (SX-10 & Touch-10)• Setting up new user accounts in AD• Setting up new email accounts using Exchange 2010 & Office365 admin center• Setting up new 7821 and 7841 phones in the Cisco phone system using CUCM & deploying to users• Setting up voicemail for users in the Cisco phone system using Unity• Replacing cartridges, toners, waste containers & drums on Xerox printers• Responsible for desk moves; ensuring connectivity & fully working system• Checking 2 comms rooms temperature & SAN’s on a daily basis• Maintaining a WEEE recycling area that has old devices & arrange collecting once a year by a charityS/W used: AD2012•Exchange•Windows 7/10•McAfee•SEP•Jabber•O365•Maximo•BCP•CUCM•Cisco Unity

Hse Finance Shared Services, Primary Care Reimbursement Service, North Rd, D11

Main Duties:• Desk side technical support for 450 users in a Windows 7 environment using MS Office 2010/3• Infrastructure support - Network configuration/monitoring/troubleshooting for 21 servers & 550 PC's• Responsible for SCCM 2012 task sequence setup, configuration, maintenance & deployment• Accurate recording & updating IT related issues/requests using the SysAid ticketing system• Responsible for configuring & maintaining the SysAid ticketing system• Managing & troubleshooting Juniper firewall• Supporting all laptops, desktops, servers (including DR site) & printers• Configuring Sophos Secure Email Gateway• Performing image builds & custom software distribution to Windows systems• Performing desktop/laptop system deployments including hardware & software configuration• Responsible for accurate tracking of all assets• Providing technical assistance/mentoring to other members of the support team where necessary• Documenting system problems as KB articles & resolution for future reference• Administering AD accounts such as adding to groups, resetting password, unlocking accounts• Restoring user files from BackupExecOther Projects:1) Set up SCCM for deploying images to PC's2) Set up 50 new employees - provide desk, PC, phone, user acc in AD and email, set up printer3) Computer room cleared & set up for imaging PC's/laptop's on DHCP network using SCCM4) Old end-of-life equipment prepared for WEEE - recorded asset number, type & s/n for disposal5) Upgrade of approx 200 PC's' with XP OS to Windows 7 - upgraded RAM and re-imaged for roll-out6) Implement Cryptshare solution for sending encrypted messages & large files from within OutlookSoftware used:AD2008/12 • Exchange 2010 • VMWare • SCCM 2012 • McAfee • TCP/IP • DNS • DHCP • SysAid • Kix scripting • Win XP/Vista/7 • Endpoint • Office 2010/13 • BackupExec 2010 • Cryptshare • Juniper • Sophos

Abbey Street, Dublin

Main Duties:• Assisting with the running of IT Helpdesk which supports 143 users• Supporting users in a Windows 7 & Office '13 environment• Network support for 130 desktops, 43 servers• Active Directory administration including new user set up, change/removal, Group Policies• Monitoring of all emails using ClearSwift Email GW and SPAM Titan gateway monitoring apps• Checking then releasing or deleting held messages in the gateway• Setting up network shares and granting access to specific groups/users• Printer support, including fault diagnosis, basic repair & escalating of issues• Helpdesk 2nd line support, using ManageEngine ServiceDesk Plus• Troubleshooting Smartphones & Samsung Galaxy Tab 10.1 tablet issues• Troubleshooting IBM AS400 issues such as password and connectivity issues• Raising change control requests such as addition/removal of hardware/software, change of user privileges, security patch updates, PBX Changes• Managing software licencing for rollout of new PC’s (eg Office Pro Plus)• Training and orienting staff on how to use h/w & s/w• Actively up-skill 1st level service desk staff to achieve higher 1st line resolutionsProjects:• Set up new testing department (for UAT) with 20 PC’s, printer, networking, patching, wireless access. Built new PC’s with Win7 Pro x64 company image via SCCM. Added McAfee AV, Safend USB blocking & Office '13• Set up new Camelot Group Services Ireland in new building. Set up 40 new PC’s, desks, IP phones, LAN/Email access, wireless access• Set up new Intralot system for Pick’n’pack within Lottery HQ warehouse dept. Built 6 new PC’s & installed new Zebra printers, Intralot s/w and set up users on the LAN. Provided post-deployment 2nd line support & training docs for users• Windows 7 rollout - all XP machines upgraded to Win7 x64Software used:AD2008/12 • SCOM 2012 • ClearSwift • McAfee • CallKix scripting • Win XP/Vista/78.x • Safend • Office '07/10/13 • Exchange '10 • Fortigate Firewall

Damastown Industrial Estate, Mulhuddart, D15

Main Duties:• Working in the IS Engineering team responsible for monitoring & maintaining the company infrastructure including: 150 Windows 7 HP workstations Cisco 3000 Series Platform & Catalyst 3750 48P 10/100 Routers 13 physical and 18 virtual servers VMWare, NT Server, Windows 2000 Server and Windows Server 03/08• Providing deskside, remote, email & phone support to 130 users• Installing & configuring PC h/w, s/w, printers• Dealing with iPhone/Pad issues• Resolving tickets via Track-IT! call logging system• Assisting with the delivery of projects; upgrading XP workstations to Win 7• Responding to plant system failures• Deploying PC's & peripherals including new installations• Ensuring resources are available for new users (phone, LAN, WAN, userid, email, access)• Performing tape backups of servers (Veeam & Symantec); looking after off-site tape mgt• Performing restores of files/foldersOther duties:• Configuring Avaya 2410 phones• Setting up conference room meetings; ensuring projector, TV, phone & network are working• Repairing equipment & replacing parts• Conducting IS induction for new users• Maintaining inventory of application licences such as Visio, Project, Dameware• Resolving Office 2010 & departmental application s/w issues• Dealing with AD user acc issues such as p/w resets/changes• Implementing CR's• Maintaining KPI whiteboard; collating & displaying monthly stats• Maintaining accurate inventory of h/w & s/wProjects:• Upgraded all XP workstations to Win 7• Designed new Dublin site-specific URF (User Request Form) system so all users raise a problem ticket; to be implemented May• Re-designed the Mallinckrodt Dublin Intranet site; to be implemented JuneSoftware used:AD2008 • BareMetal CD image s/w • AutoCAD • BitLocker • TPM • Citrix • Dameware • TrueImage • Office 2007/10 • Trend AV • VMWare • Webex • Sharepoint • BackupExec

Central Bank Of Ireland, Dame St.

Contracting with Hewlett-Packard in the Central Bank of Ireland.Worked on 2 Data Migration projects :1) MS Outlook PST Migration :I migrated user mailbox personal folders to the new archive 2010 solution. Migration was from Outlook 2007 to 2010 to provide stability, security and consistency across the bank. Duties included remote/deskside assistance to 1,600 bank employees, including 100 VIP's/executives, with Outlook migration issues they have encountered. I ensured all mail folders were successfully transferred to the new server. I set the old .pst files to read-only to prevent access after the migration and removed the PST files from the 2 bank file servers.I used Microsoft System Center Configuration Manager 2007 to identify systems and users as well as remotely administering computers using the remote tools client agent.2) Internet Access Migration :I assisted in the migration of users' internet access within the bank. New Group Policies within Active Directory were introduced and internet censorship was switched from WebSense to Blue Coat content filtering to provide stability and security. Duties included creating PowerShell scripts to automate multiple users to be added or removed to or removed from an AD Group. Assisting in any queries or issues relating to users problems.I used AD 2008 to manage Groups, users and policies, Microsoft System Center Configuration Manager 2007 to identify systems and users. Other technologies used - Excel, Word, PowerPoint, PowerShell.

• Managed the overall health of the network and its internal and external connections, identifying potential issues or opportunities for improvement• Performing OS updates, service packs, configuration changes• Providing hands-on repair for staff desktops, laptops, smartphones, iPhones and network problems• Supervising a team of four people• Resolving all software problems such as Office, Visual, Windows, broadband• Building and configuring new servers from scratch for in-house projects• Building office PC’s from scratch with Windows XP SP3, Vista, Win7/8• Installing and administering Netgear firewall router• Installing and configuring anti-virus and firewall software (ESET, Norton, AVG, Zone Alarm) onto domain and file servers• Auditing systems and software• Overseeing technical project work as and when required• Installing and configuring SQL Server (2000, 2003, 2005)• Installing and supporting in-house RMA database• Resolving Outlook 2003 and 2007 email issues such as connections, usernames and .PST files• Implementing and maintaining anti-virus & firewall solutions for the company• Providing weekly and adhoc technical documents and reports on the departments’ progress• Liaising with U.S. office to locally manage disaster recovery server• Accessing desktops and servers using Symantec PcAnywhere 11.5• Participating in individual staff training on current products and training procedures• Testing against new versions of CD software and assisting in the future development of future releases• Dealing with all escalated issues from team to completion

• Managed the overall health of the network and its internal and external connections, identifying potential issues or opportunities for improvement• Performing OS updates, service packs, configuration changes• Providing hands-on repair for staff desktops, laptops, smartphones, iPhones and network problems• Configuring PC’s/Laptops, OS installation, BIOS and F/W updates, drive tests/LLF• Resolving all software problems such as Office, Visual, Windows, broadband• Organising conference room facilities, laptops, desks for meetings and video conferencing• Purchasing IT server and desktop hardware for company network• Overseeing technical project work as and when required• Ghosting machines using Ghost v11 for all company desktops & servers• Implementing and maintaining anti-virus & firewall solutions for the company• Providing weekly and adhoc technical documents and reports on the departments’ progress• Liaising with U.S. office to locally manage disaster recovery server• Managing full and incremental backups using True Image• Managing stock control within the department

• Managed a team of five staff• Serviced warranty/non-warranty desktops, laptops and peripherals• Installed new computer systems for customers (in-store and on-site)• Ensured a quick turnaround of servicing jobs (7 to 10 jobs per day)• Controlled returns to suppliers process• Handled department budget and stock control• Introduced work processes to make the department more efficient• Organised and provided skills training for both technical & sales staff• Performed weekly staff performance reports for management

Clonskeagh, Dublin

• Worked within the software development dept developing charging solutions for mobile and fixed IN networks customers such as Eircom and Eircell• Successfully managed and delivered three projects on time and within budget to international customers J-Phone (Japanese Telecom), Batelco (Bahrain) and WIND (Italy)• Managed project plans, milestones, timelines, costs and between 10 and 22 staff• Ensured a strong emphasis that Ericsson products were developed, tested and maintained to the highest technical standards• Met with members of management and client teams to analyse and define the scope of the project• Prepared detailed work schedules team members and scheduled regular team meetings for progress• Reported/presented the project status to management on a regular basis• Maintained effective communication with customers throughout the project• Identified key areas for improvement

Btec National First Certificate, Computer Studies, Merit

Education record

Activities and Societies: Student Union, Public Debating, Sports & Social