Shane Mortimer Email & Phone Number

Ireland

Tango was acquired by CSG in 2021.

County Limerick, Ireland

Performing the role as the first point of Escalation for Customers in Tango’s Middle-East and Africa (MEA) RegionEnsuring that Support Requests raised by Customers are assigned to a member of the team and resolved in a timely mannerManaged handover of activities from previous team to new virtual team to continue efficient support of customer support requestsBuilding back-office support for the front-line team in order to enhance their knowledge in areas they may lack some experience Delegating other senior members of the team to clearly document procedures and processes to resolve highly technical customer requests

Leading numerous projects as a Senior Engineer and Project Manager to deliver on customer requirements in a timely mannerDelivered on customers needs and expectations by listening to their demands and presenting them as project deliverables for Tango bespoke solutionsCrafted solutions with external vendors/partners by performing interoperability testing with vendor/partner platforms and then presenting the solution to our customer Managed external partner to deliver their Interactive Voice response (IVR) platform at the right time to achieve project milestoneResolved a disagreement among some team members by introducing an on-call timetable for 24/7 support and continuing to maintain this schedule Increased customer confidence in Tango solutions by conducting load/performance testing of Tango's iAX SCP platform and documenting the test procedures and resultsProviding customer support, arranging maintenance activities with customers through Tango's Customer Support Request (CSR) platformPresented training to customer representatives around the world to give them a good understanding of Tango's installed solution(s) via class room style training as well as one-to-one and hands-on training methodsLiaised with local and remote team members to assist them in finding a solution to technical issues Contributed to my teams knowledge sharing by documenting Methods of Procedure (MOP's) and creating Knowledge base entries in ConfluenceConsulting with Pre-Sales team members to understand what customers expectations are and how we can best deliver them in the projectLiaising with the Development team(s) to ensure interface specification(s) and customers requirements are met for solution delivery

County Dublin, Ireland

Responsible for the installation/upgrading of hardware and LI-IMS software (Lawful Interception Information Management System) in a Solaris environmentResponsible for System Hardening of Solaris Servers by using Solaris Security ToolkitDelivered on customers needs and expectations by providing support and consultancy, integrating Ericsson platform to customers network and external vendor platforms and upgrading their Ericsson solutionsDeployed solutions with external vendors/partners by performing interoperability testing with vendor/partner platforms Working at a consultative and support level for customers by utilizing product knowledge, past experience and knowledge sharing to resolve customer issues and answer their questionsExtensive travel throughout the World (Western/Eastern Europe, Africa, Asia, Middle-east, Americas)

Worked as a Support Consultant in a range BC component areas and also involved in Solution Manager.

Masters, Msc. Security And Digital Forenics

Activities and Societies: C++ and Java Grinds for other Students

H. Dip, H. Dip. In Modelling And Numerical Computing