John Robinson Email & Phone Number

County Dublin, Ireland

Dublin 13, County Dublin, Ireland

Dublin, County Dublin, Ireland

Dublin City, County Dublin, Ireland

All of our business and technology operations are aligned to industry best practice and global quality standards, providing the best in Data Solutions and Accounts Payable intelligence industry.

Dublin, Ireland

Dublin, Ireland

Helpdesk Management:Implemented processes and procedures (escalation, chargeable work, SLA’s).Manage targets and KPIs for Helpdesk.Setup, configured and on-going management of reports for Helpdesk.Reports dashboard; Configured slideshow reports for TV (Live ticket statistics display).Handling tickets and advanced customer queries.First point for escalations.Liaise with upper management and sales team about escalated issues and customer dissatisfaction.Site reviews and took personal care of larger clients through difficult periods.Generated and grew revenue on the Helpdesk.Arranged and conducted interviews for Helpdesk and Projects teams 1st and 2nd rounds.Employee Development:Created an Employee Development Program.Helpdesk engineer to Projects(Field) Engineer.Create training manuals and provide training.ZOHO Implementation Project:Was tasked with Initial investigations – fit for purpose.Implementation of Zoho One Enterprise suite.Financial costs reviewed and uncovered savings.Full implementation of Helpdesk, CRM, Projects – configured fields, departmental integration. Worked with Zoho support and developers to enable automation for smoother processes.Worked closely with Accounts, Sales and Professional Services teams to tailor the Zoho system.Helped team members with moving away from old applications/habits for better acceptance of new system.Provided training to staff on using the system.Setup and configured online customer portal with knowledge base.Maintaining a Senior Engineer Role on Helpdesk:Managing more difficult tasks on desk; technical and non-technical. Keeping the desk SLAs achieved and mindful of other engineers tickets.Taking tickets and working with customers (from end users to company directors).Scope of work and tendering of work with customers.Performing chargeable tasks and generating revenue. Onsite visits for customer satisfaction and technical exercises. Implemented HELLO Video conferencing solution.

Eastpoint Business Park, Clontarf, Dublin

Strategic customers – Managing software projects and site maintenance New projects – Responsible for software integration with third party applications and websites Onsite visits – Issue resolution, upgrades, modifications, installs & scanner installationsEscalation Management – dealing with irate or dissatisfied customers, problem solving and testing solutions before deploymentSupport Desk – Meeting SLA’s, troubleshooting issues with customers, offering remote support where necessary, maintenance of customer support tool (SpiceWorks)Sales - Qualifying and closing sales (software licenses, training, scanners and consumables)Training - Onsite and remote training for administrators and users Database queries (SQL, Access), design and alteration.Working with C# (bridge applications, lookups, batch files) Reporting – Daily, weekly, quarterly performance analysis

Eastpoint Business Park, Clontarf, Dublin

Responsible for UK, Ireland and South African marketsEngaged with pipeline of potential customers to discuss Oracle solutions suitable to their needsLed numerous sales campaigns specific to Irish market - large to medium sectorsCompleted several Oracle training courses - Middleware (BPEL, BI, OEM, etc) and Applications (eBusiness suite, JD Edwards, Siebel.)Progressed to BDC Level 2 within 9 months

Darling Harbour, Sydney

Trained and worked as cocktail bartender and barista.Helped promote the bar by performing in marketing stunts.We won Sydney bar of the year 2005.

Bangkok, Thailand

Private College teaching English to children, teenagers and adults in classes ranging from 1 to 18 pupilsWorking with students to help develop their confidence in speaking English to enhancing college credibility and career opportunities a significant part of the job.Performed a basic IT role; hardware maintenance, software support.

Eastpoint Business Park, Clontarf, Dublin

Started in Customer Support team before moving to Tech Support and then into Media Development RoleWeb page development for AOL interface using VPDSpecialised in code solving and programming new features for the serviceUsed FDO (programming code) and Rainman (interface) to innovate the serviceTrained existing employees on new technologies and service changesCoaching and mentoring new-hires in Customer Service and Technical Support departments