- Working as a part of the escalations team to support our users remotely and also on-site during site visits and audits.- Handling customer escalations through the in-house ticketing system and ensuring matters are handled within SLA and users are kept updated on the progress of their tickets.- Assisting with the development and execution of updates, migrations and on-site projects.- Management of customer's user profiles & devices through Active Directory, Office 365, Microsoft… Show more - Working as a part of the escalations team to support our users remotely and also on-site during site visits and audits.- Handling customer escalations through the in-house ticketing system and ensuring matters are handled within SLA and users are kept updated on the progress of their tickets.- Assisting with the development and execution of updates, migrations and on-site projects.- Management of customer's user profiles & devices through Active Directory, Office 365, Microsoft Entra & remote monitoring management (RMM) tools.- Assist with and take ownership of business impacting issues for our customers, working with any relevant 3rd parties to ensure swift resolutions.- Coordinating with 3rd Party support teams and engineers to resolve issues and improve systems for users.- Maintain and develop the knowledge base of procedures for internal teams.- Accurately manage customers assets, infrastructure details and support documents through ITGlue documentation software Show less

Working for Dropbox supporting the Dropbox Sign e-signature platform, from both a technical and customer experience perspective • Liaising with internal teams and departments to resolve issues on customer's behalf• Being the customer's champion and working to resolve their issue• Escalating issues internally for resolution by the Development teams• Suggesting product improvements to reduce the friction of customer experience

Procuring, operating and maintaining audio-visual, audio-lingual and projection equipment for the School’s off-campus AV/IT infrastructure.Scheduling and supporting teaching sessions using various online platforms such as Webex, ClassView (Formerly Vscene), BigBlueButton and Sulis.Reactive troubleshooting and triaging of issues to ensure smooth running of the various teaching schedules.Recording, editing and archiving of various AV media.Providing remote support for staff… Show more Procuring, operating and maintaining audio-visual, audio-lingual and projection equipment for the School’s off-campus AV/IT infrastructure.Scheduling and supporting teaching sessions using various online platforms such as Webex, ClassView (Formerly Vscene), BigBlueButton and Sulis.Reactive troubleshooting and triaging of issues to ensure smooth running of the various teaching schedules.Recording, editing and archiving of various AV media.Providing remote support for staff, faculty and studentsSupporting the delivery of online examinations through systems such as Proctor.Promoting and assisting the implementation of new technologies.Providing AV support for off-campus teaching, events and conferences.Assisting and supporting School of Medicine staff and students in developing skills in the operation of the off-campus AV/IT equipment.Working within the School’s Technical Team and providing cover for other technical staff, including staff based on campus as required.Providing first line IT support for School of Medicine faculty and staff ,Liaising with the University of Limerick’s IT Division.Reporting to School of Medicine CTO. Show less

As Head of Tech, I was in charge of the maintenance and care of equipment. I also oversaw the training and proficiency of techs using the live sound and lighting equipment. I worked as the lead tech on the majority of the events in the university that were run by the Music Society, and gained vast knowledge of analogue & digital mixing desks and signal chains in the process.

I was at RG Jones for my co-op placement during my studies at UL. I worked as a warehouse operative, as well as a sound engineer on jobs from conferences to live bands.