I am an experienced IT professional with over 20 years of expertise in the software and telecoms industry. Throughout my career, I have worked in various roles encompassing the entire software development lifecycle, from product inception to development, testing, and operations, including CX.As a CX Product Operations Manager at Dropbox, I have successfully bridged the gap between engineering, product, and design teams, serving as a crucial interface within the CX organisation. My responsibilities included representing the voice of the customer during product roadmap planning, driving launch readiness processes, and presenting customer feedback to product teams for continuous improvement.In my previous roles as an Agile Product Owner and Python Developer, I played instrumental roles in the deployment, upgrade, and high availability of applications on cloud platforms. I have a proven track record of generating EPICs and user stories based on customer requirements, communicating product vision, and collaborating closely with cross-functional teams to deliver successful outcomes.One of my key strengths lies in troubleshooting complex issues, utilising my deep technical knowledge and analytical skills to identify root causes and implement effective solutions. I am also adept at leveraging various programming languages, including Python and Java, and have experience with Agile methodologies, such as Scrum and Kanban.With a passion for delivering quality products that provide maximum value to customers, I have consistently embraced continuous improvement, driving process efficiencies, and automating manual tasks wherever possible. My OpenStack certification and proficiency in cloud/virtualisation technologies further enhance my ability to deliver innovative solutions.I hold a B.Sc. in Physics from University College Dublin and have continually pursued professional development, including certifications as a Scrum Product Owner and training in OpenStack. My technical skill set includes Python, bash, Java, SQL, HTML, and proficiency in tools like Jira, Confluence, and Superset.I am always eager to take on new challenges, collaborate with talented teams, and drive positive change within the IT industry. If you are seeking a dedicated IT professional with a strong focus on quality, innovation, and customer success, I would welcome the opportunity to connect.
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Business AnalystCourts Service Jul 2023 - PresentDublin, County Dublin, Ireland -
Cx Product Operations ManagerDropbox Oct 2018 - May 2023Dublin, Leinster, IrelandWhile working within CX, I was responsible for providing an interface between the EPD (Engineering, Product and Design) teams and the rest of the CX org. My key duties included:- Owned and managed the relationship between EPD core product teams and CX, where Dropbox's core product is primarily FSS (File Sync and Share)- Contributed to product roadmap planning, including product ideation, by representing the voice of the customer- Drove the Launch Readiness process to ensure all stakeholders were prepared for new product launches- Presented customer feedback to Product Teams, highlighting top customer pain points and quick post-launch feedback to ensure quick resolution of any product teething issues- Utilised SQL and data analysis tools such as Hive and Superset to analyse customer ticket trends, providing insights that contributed to the improvement of product and support experiences- Implemented a new launch readiness process that embraced Agile principles, including regular retros to help identify and eliminate waste in our process and celebrate work delivered, sizing launches to help with capacity planning- Collaborated with cross-functional teams to resolve complex customer issues, conducting in-depth troubleshooting and analysis as needed- Developed and implemented custom Python and JavaScript tools, including Google scripts and Chrome extensions, to automate time-consuming processes for the CX team. This resulted in a significant reduction of manual toil and increased overall team efficiency -
Product OwnerAmmeon Dec 2013 - Sep 2018DublinKey Duties:- Generate EPICs and User Stories based on customer requirements and present to scrum teams- Communicate product vision along with sprint goals- Present product roadmap to relevant stakeholders based on scrum team’s velocity- Fully engage in scrum ceremonies such as backlog refinement, daily standup, sprint demo, sprint planning, release planning, retrospectives- Propose & Agree technical solutions with scrum team and stakeholders- Assist in troubleshooting customer issues
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Python Developer/Scrum MasterAmmeon Sep 2011 - Dec 2013Key Duties:- Developed python plugin code to orchestrate and configure deployments and upgrades- Developed puppet manifests to enforce configuration of running deployment- As scrum master, organised scrum ceremonies: daily standups, backlog refinement, sprint planning, release planning, retrospectives
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Senior System Test EngineerAnam Mobile May 2009 - Sep 2011Key Duties:- Produced Test Specification documentation based on requirements- Developed and ran automated test scripts (Python and bash) testing the most recent software delivery of the ANAM Mobile product suite- Wrote M3UA, SCCP, TCAP, MAP python implementations using a python SCTP API These were used for testing SMS call flows in both GSM and CDMA mimicking a mobile telecoms network -
Technical ConsultantAmmeon (Now Intive) Sep 2003 - May 2009Dublin, County Dublin, IrelandWorked on various projects and roles at a range of customer sites such as Ericsson, O2 Ireland, Vodafone Ireland, AT&T. Roles:- Operations Engineer for VAS (Value Added Services) Group in the PSO department of O2 Ireland. Responsible for the upkeep of Voicemail, SMSC, WAP, MMSC- Senior Test Analyst for Ericsson working on the Enigma project which involved a complete swap out of O2 Ireland’s Core Network infrastructure. Responsible for testing billing mediation- Integration Engineer for Cingular Wireless (AT&T) responsible for producing and implementing a migration strategy to transfer services from end of life SMSCs to next generation SMSCs- Integration Engineer for Vodafone Ireland, responsible for the integration of Openwave’s WAP platform and Bluecoat’s Content Filter platform- System Test Engineer for Ericsson Canada, responsible for performing Installation and System Test of Ericsson MMSC platform- Software Engineer - developed JAVA MMS test tools for MM1/MM7 interfaces using Nokia’s MMS SDK on a J2EE platform. Also developed routing iRules for F5 BIGIP load balancers
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Integration EngineerLogica(Cmg) Mar 2001 - Jul 2003Worked on the various Logica product Telepath SMSC and MAR.
Rossa O'Brien Education Details
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Physics
Frequently Asked Questions about Rossa O'Brien
What company does Rossa O'Brien work for?
Rossa O'Brien works for Courts Service
What is Rossa O'Brien's role at the current company?
Rossa O'Brien's current role is Business Analyst at Courts Service.
What schools did Rossa O'Brien attend?
Rossa O'Brien attended University College Dublin.
Who are Rossa O'Brien's colleagues?
Rossa O'Brien's colleagues are Arif Khan, Margaret O'neill, Deirdre Moore, Una Murphy, 蒋孝涵, Niamh Farrell, Jim Redmond.
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Rossa O'Brien
Dublin -
Rossa O'Brien
United Kingdom
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