Peter Jackson Email & Phone Number

Tralee, Ireland

JRI America, Inc., is a subsidiary of the Japanese IT financial services company, Japan Research Institute Ltd ("JRI"), which is the specialist IT subsidiary of Sumitomo Mitsui Financial Group ("SMFG"). The Tralee operation supports the group's Western Hemisphere IT operations including the Americas, Europe, Middle East and Africa (EMEA).We are currently growing the team in Tralee - we are looking for ambitious, bright and committed people to join our team in Kerry so please contact… Show more JRI America, Inc., is a subsidiary of the Japanese IT financial services company, Japan Research Institute Ltd ("JRI"), which is the specialist IT subsidiary of Sumitomo Mitsui Financial Group ("SMFG"). The Tralee operation supports the group's Western Hemisphere IT operations including the Americas, Europe, Middle East and Africa (EMEA).We are currently growing the team in Tralee - we are looking for ambitious, bright and committed people to join our team in Kerry so please contact me if you'd like to discuss.Manage the The Customer Service Center(re) (CSC) group within JRI-A which is responsible for providing Call Center and Desk Side support services for SMBC business units in EMEA and the North America regions. This includes support the Banks Regional head offices in London and New York Show less

Tralee, Co Kerry

My Role :- Manage a busy Helpdesk based in Tralee, taking calls from our Global customers from SMBC Bank- Structure staff rotas- Collect data for daily, weekly and monthly reporting- Analyse the data to identify trends in incident management- Manage Severity incidents that have high impact on customers and/or business- Act as point of escalation within the IT structure and also act as point of contact for customers with difficult problems- Involved in weekly… Show more My Role :- Manage a busy Helpdesk based in Tralee, taking calls from our Global customers from SMBC Bank- Structure staff rotas- Collect data for daily, weekly and monthly reporting- Analyse the data to identify trends in incident management- Manage Severity incidents that have high impact on customers and/or business- Act as point of escalation within the IT structure and also act as point of contact for customers with difficult problems- Involved in weekly meetings to identify problems from the weekly incidents and work with resolver groups to find permanent solutions - therefore reducing incidents for customers- Work closely with other CSC management in working to ensure a global standard across the Global team- Work in collaboration with other Support teams to identify and improve any inefficiencies in the process from call logging through to Resolution- Involved in creating a DR (BCP) plan for the Tralee office- Part of the recruitment team for JRI in Tralee Show less

Support Analyst – Senior Support Analyst – Tech Lead (2012)- Identify Training Needs for Helpdesk Members, and then performing the required training- Escalation Point for sensitive and difficult Helpdesk Calls- Technical go to for the Helpdesk Supervisor- Work closely with the Helpdesk Supervisor in managing the team, scheduling shifts and planning one off maintenance projects- Analyse calls and trends in incidents to identify problems and work to a resolution to reduce… Show more Support Analyst – Senior Support Analyst – Tech Lead (2012)- Identify Training Needs for Helpdesk Members, and then performing the required training- Escalation Point for sensitive and difficult Helpdesk Calls- Technical go to for the Helpdesk Supervisor- Work closely with the Helpdesk Supervisor in managing the team, scheduling shifts and planning one off maintenance projects- Analyse calls and trends in incidents to identify problems and work to a resolution to reduce call volumes- Latest Projects include migration from Office 2003 to Office 2010 (including Windows 7) and how that will effect out current applications.- Work closely with 3rd party support/vendors to resolve issues- Main Support contact for client side issues and queries on the Document Management System- Primary contact for support on Blackberry devices, I have also overseen the planning and implementations of the Blackberry Server upgrade and also heavily involved with a switch over from - Blackberry to iPhones for many users in the business.- Design new Intranet Pages along with editing existing Intranet pages for the company. Also Support Content Editors for the various department WebPages.- Setup and Support Presentations and AV equipment both onsite and at offsite venues- Assist 3rd level (Operations & Development Teams) with the roll out of new technologies including teleconferencing and e-learning applications. Involved in research and deployment of Sharepoint within the firm.- Training new IT starters in current procedures and developing manuals for these procedures Show less

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