Sharon Maher Email & Phone Number

Kilkenny, County Kilkenny, Ireland

Responsible for championing the employee experience that is delivered through the design, build and execution of digital projects across the technology domains in Glanbia. Continuous engagement with employees to drive the success of technology adoption to improve employee productivity and working with partner business teams, such as Facilities and HR, to explore opportunities to improve the digital dexterity across the Glanbia organisation.One of the key elements of this role is to ensure we stay focused on the experience we give to customers through the quality of the products and services we provide. Responsible for ensuring user experience (CX/UX) principals are applied to technology deployments.

County Kilkenny, Ireland

Tallaght

ICT Service Desk Manager

• Providing direction and supervision to 17 Service Center agents, including performance assessment and development.• Supervision of the daily activities of the Service Center.• Continuously following up with site support and customer groups to ensure timely resolution and a high level of customer satisfaction. • Ensure the creation of documentation and knowledge management cases to assist in problem resolution. • Acting as a technical resource for other service center agents globally by researching and resolving more complex issues requiring detailed systems and applications knowledge.• Maintaining a focus on continuous improvement, analyzing and identifying problems/trends and devising proactive solutions. • Developing and maintaining close customer ties and customer focus• Supervise agents on hardware/software problem analysis and resolution.• Working collaborately in a cross-functional team environment with internal/external IT teams by establishing and maintaining an effective system of communication with the organization, seeking opportunities and promoting effective working relationships with all groups. • Assisting in tracking and reporting KPI’s, customer satisfaction surveys. Monitor individual and team KPI’s.• Implementing best practices for the Service Center globally in line with ITIL standards.• Leading key Service Center projects globally and regionally.

Employed on a 12 month contract with management responsibility of 1 FTE. Tasked with implementing new IT initiatives across the Peamount Campus:o IT Helpdesk setupo Active Directory structure cleanupo Sharepoint implementationo Review of printing practices in an effort to reduce costo Review and implementation of hardware & software maintenance contractso Approval & implementation of IT polices and procedureso Procurement of IT equipment

Accountable for the activities of the EMEA Region Helpdesk & the management of daily operations. The EMEA Helpdesk support all calls for clients in UK and Ireland – escalation support provided for rest of EMEA sites – 5000 calls per month

Part of EMEA Regional Client Services. This role will focus on understanding and optimizing the client support structure at sites across EMEA. Understanding the local client profile and identifying areas where processes can be streamlined across sites will be key in this role.

Responsibility of the client environment at Wyeth, Newbridge – 1000 desktops, 300 Laptops, 30 MFPs, 100 Colour Printers. Oversight of Incident Management process - for all Incidents, Problems, Requests & Root Cause Analysis. Management of local IT Helpdesk staff and Desktop support personnel - Level 1 and Level 2 analysts and escalation to 3rd Level

Provided second level IT supports for hardware and software issues on a daily basis for 1500 end-users. Represented the Client Services Team in Manager’s Absence at key management meetings.

Hands on IT Technical support for desktops, laptops, server maintenance, printers, hand-held devices

End User Computing

Sm-200 It Service Management Configuration

Professional Certificate In Management