Shane O'Brien Email & Phone Number

Limerick, County Limerick, Ireland

• Responsible for sourcing, purchasing, and maintaining all company and customer Hardware• Responsible for training all new department staff members• Evaluating and monitoring all department staff KPIs• Logging and actioning incoming calls and emails• Document existing processes via Process Street to maintain quality, record specifications• Image creation and maintenance for Hardware• Imaging Server, Client PCs, and EPOS Hardware• Hardware builds including PCs, EPOS tills, printers, and scanners• Creation of all new and existing Hardware technical documentation• Configuring all hardware• Running trial data conversions• Full data conversations• Stock control• Liaising with Hardware and Logistics/Delivery partners• Preparation and Dispatch of Hardware • Inventory management and regulatory compliance• Maintainance of Internal Hardware & Networking

Limerick, County Limerick, Ireland

• Conducting remote troubleshooting• Training customers on the effective and efficient use of our core product offering (TouchStore Rx and Retail 365 )•Logging and actioning incoming calls and emails•Imaging server and client PCs• Hardware builds including PCs, EPOS tills, printers and scanners• Configuring all hardware• Running trial data conversions• Full data conversations• Stock control•Liaising with Hardware and Logistics/Delivery partners• Preparation and Dispatch of Hardware • Inventory management and regulatory complianceLiaising with Hardware and Logistics/Delivery partners• Preparation and Dispatch of Hardware • Inventory management and regulatory compliance• Maintainance of Internal Hardware & Networking

County Limerick, Ireland

• Logging and actioning incoming calls and emails• Conducting remote troubleshooting• Training customers on the effective and efficient use of our core product offering (TouchStore Rx 365 and Retail 365 )• FTP between clients and servers on primary and off-site networks• Ensuring customers are kept up-to-date on their queries and adhering to turnaround times for response and resolution• Escalating priority issues where necessary• Resolving priority issues • Liaising with Sales and Development departments where necessary• Liaising with Hardware and Logistics/Delivery partners• Hardware Training• Software Training• Identify gaps in knowledge and process and suggest / implement improvements• Constant communication with developers to process enhancements• Root cause analysis and reporting

Raheen, Limerick

• Support 50-70 frontline agents with weekly coaching• Root cause analysis after daily faults & outages. Used this data to identify top 5 drivers and implemented actions that decreased frequency by 6% overall• Ensure the team is achieving key performance indicators• Identify gaps in knowledge and process and suggest / implement improvements• Continuously identify gaps in knowledge/process - work with Quality and Learning and Development to develop solutions. Improved First Call Fix by 13% and decreased Fault Rejection by 21% • Constant communication with wholesale vendors to identify and resolve network outages• Analysis and reporting on daily / monthly / yearly statistics• Act as a subject matter expert in all areas of technical support including ethernet, IP and wireless on ADSL, VDSL and Fibre to the Home platforms• Work with operations managers and team leads to ensure alignment across both residential and enterprise departments.

Raheen, Limerick, Ireland

· Technical support for IPTV, VoIP, Landline, Broadband ( ADSL and VDSL ) and Gigabit· Customer care· Order processing and reconciliation· Data input and management· Specialty case takeover

Kildimo, Co. Limerick

· Designing and fabricating detail pieces· CAD Designing roof structures · Examining Blueprints· Installing and fitting conservatories· Glazing and installing windows and doors· Working as part of and leading a team· Liaising with clients· Ordering materials

Dunnes Stores, Harvey’S Quay, Limerick

· Stock control and rotation· Advising and serving customers· Promoting store products and special offers· Processing payments/ till operation· Balancing cash reconciliation at end of day

Google It Support Professional Certificate, Information Technology, Currently Studying

Gain skills required to succeed in an entry-level IT job Learn to perform day-to-day IT support tasks including computer assembly.

Microsoft Technology Associate (Mta), Microsoft : Database Fundamentals, Currently Studying

Core database concepts Create database objects Manipulate data Understand data storage Administer a database

Adobe Certified Associate In Web Communication Using Adobe Dreamweaver Cs6, Web Page, Digital/Multimedia And Information Resources Design, Distinction

Fetac Level 5, Hospitality And Bar, Distinction

Mature Student Access Certificate, Business/Commerce, General, Distinction

Leaving Certification, Family And Consumer Sciences/Home Economics Teacher Education