Susi Mulroy Email & Phone Number

Enniscorthy, Ie

Ireland

Currently worked within the migration team to migrate users, devices & mailboxes from the 8 legacy domains to the one single national domain within the HSE.Key Tasks / Responsibilities:• Traveling as and when required between HSE sites within the Southeast to complete set out users that require migration. • Liaising with the Relationship Managers to receive weekly migration schedule, arriving on-site to perform the migrations, managing any issues through to resolution & ensuring a good customer service experience.• Using Active Directory to amend privileges/security permissions.• Set up / amend Windows accounts/mailboxes.• Troubleshoot and if required, referral of hardware faults.• Install and configure computer hardware and peripherals, operating systems and applications.• Contribute to the Migrations Knowledge Base• Establish and build on good working relationship with customers & end-users.• Prioritise, manage and responding to Service Desk calls logged on the service desk system; including travel to sites to support users within Southeast.

Ireland

Worked in the GSM Team to provide 1st and 2nd line support to the end users and business management teams.Key Tasks / Responsibilities:• Perform UAT testing on new releases of the E-PDI and E-JOB software.• Documented new system processes.• Produced User Manuals for E-Job & E-Pdi• Provided End User Training workshops to users across Europe. (Using MS Teams).• Implemented software updates to the GSM (Genie Service Management System).• Identifies gaps in the system for development, and proposes workable solutions within the desktop, Tablet, and Phone apps.• Managed the E-Job & E-PDI support queue in ServiceNow.• Resolved issues and requests effectively logged by the application users via phone and email.• Administered application user accounts.• Create Adobe Smart documents. • Maintained user security using a combination of SQL Server 2016 and Windows IIS 7.• Queried SQL database tables to assist in the resolution of issues and requests.• Created and maintained System Reports using Crystal Reports 11 and Sage 50.• Produced User Manuals and trained users in Sage 50 Accounting.

London Area, United Kingdom

My main responsibility was to collect, verify, analyze, allocate, and reconcile financial data for recharge to leaseholders. I helped with the preparation of the year-on-year comparison data and a Super User to Northgate IT housing System for the Finance Team.Key Tasks / Responsibilities:• Super User to Northgate IT housing System (Sx3• Providing support to new and existing users with training needs within the c.• UAT testing of any new updates and/or enhancements to the Northgate IT housing System (Sx3). • Data loading the CSV files via SFTP to Northgate IT housing System (Sx3). • Receiving and manipulating data to feed back into the ORACLE database system for the Northgate IT housing System (Sx3).• Identified, and allocated cash from suspense accounts and to the appropriate unidentifiable cash as necessary.• Reconciled repair work orders to the payment details using our finance system Agresso. • Provide monthly budget monitoring reports using SAP Business Objects on the income and expenditure of different areas of Tower Hamlets which help produce the year-end comparison data.• Creating Access databases, so other departments can send the leaseholders their yearly charges via a report.

London Area, United Kingdom

I was responsible for supporting and training new staff on the SX3/Northgate system. As a management information officer, I was responsible for providing monthly budget monitoring reports on the income and expenditure of the Leasehold Services. I also helped on projects where we needed to produce invoices to leaseholders who had major work done to their blocks.Key Tasks / Responsibilities:• System Support to Northgate IT housing System (Sx3)• Providing support to new and existing users with training needs within the Northgate IT housing System (Sx3).• UAT testing of any new updates and/or enhancements to the Northgate IT housing System (Sx3). • Data loading the CSV files via SFTP to Northgate IT housing System (Sx3). • Receiving and manipulating data to feed back into the ORACLE database system for the Northgate IT housing System (Sx3).• Provide monthly budget monitoring reports using SAP Business Objects on the income and expenditure of different areas of Tower Hamlets which help produce the year-end comparison data.• Creating Access databases, so other departments can send the leaseholders their yearly charges via a report.

London Area, United Kingdom

I was one of the main IT trainers involved in training all key users within the SX3/Northgate system Rent Arrears and Rent Accounts modules. I was responsible for creating all the training manuals and the administration of all the courses e.g., joining instruction, attenders/ registers, and feedback reports. While I was training our staff, I was asked to become a lead Implementer for 2 other modules Leasehold Services and Service Charges. While I was working on the project, I managed 3 staff and was responsible for testing, building, data cleansing/loading, and problem-solving.Key Tasks / Responsibilities:• Implementing Leasehold Services and Service Charges modules.• System Support on all modules of Northgate IT housing System (Sx3).• Providing support to new and existing users with training needs within the Northgate IT housing System (Sx3).• UAT testing of any new updates and/or enhancements to the Northgate IT housing System (Sx3) on the current modules. • Data loading the CSV files via SFTP to Northgate IT housing System (Sx3). • Receiving and manipulating data to feed back into the ORACLE database system for the Northgate IT housing System (Sx3).• Creating Word documents (DTI) with ORACLE SQL so the Northgate system can send automatic letters to the relevant person/property, signal, or batch.• Creation of training plans/manuals.• Training course admin.• Data cleansing.• Data loading.• Building/inputting codes to the back-end database - ORACLE.• Create security groups and profiles.

London Area, United Kingdom

Control and recover rent Arrears, maintain rent arrears and monitor legal arrears. Prepare paperwork for mediation, Adjudication Hearings, and other legal hearings. Attend court. Liaise with the finance department to rectify errors or trace missing payments etc. Support tenants who are falling into arrears by offering advice and debt counseling, and referring to specialist providers where necessary.Key Tasks / Responsibilities:• To demonstrate a commitment to customer care, and confidentiality and deliver services that are value for money.• Maintain an accurate diary system of daily arrears recovery follow-up duties.• To ensure that all tenants understand their responsibility to pay rent and service charges on time.• Provide Support to tenants to maximise their income, ensuring that they are receiving all benefits to which they are entitled.• Liaise with Housing Officers to determine early intervention measures to support tenants who fall into arrears.• Support tenants who are falling into arrears by offering advice and debt counselling, referring to specialist providers where necessary. • Liaise with Housing Officers, Managers, and Financial team as required to ensure that information is appropriately shared and the customers receive a seamless service. • Liaise with Housing Officers, Managers and the Financial team as required to ensure that information is appropriately shared and the customers receive a seamless service. • Liaise with the finance department to rectify errors or trace missing payments etc. • To monitor tenant arrears on a weekly basis and provide comprehensive reports to managers.• To ensure details of entitlement, cancellation, suspensions, and overpayments are noted on the system.• To ensure that ICT is used efficiently to improve the collection of rent, maintaining accurate information for client and audit purposes. Fully implement and utilise technology in all areas of work.

All aspects of housing Management, plus general admin duties and Reception duties. Assessing housing needs and housing conditions and making sure that the best use is made of existing resources.Key Tasks / Responsibilities:• Coordinating day-to-day repairs and overseeing repair progression.• Ensuring repairs are carried out timely and to a high standard.• Providing support to local teams for excellent customer satisfaction.• Managing contractor and inspector performance to ensure quality service.• Handling resident queries, ensuring satisfaction with repair outcomes.

All aspects of housing Management

Reception duties, logging repairs and helping the Estate Officer• To provide first class customer services using a range of communication channels i.e. telephone, face to face and web based enquiries, the scope and complexity of which will change with future developments in new technology.• To provide information, assistance and guidance to customers working within each channel team, i.e. reception, and the contact centres. Using your knowledge and experience and by accessing and correctly interpreting the information available, especially around registering customers for online accounts, searching for information on the website completing requests for information, applications for services and logging/tracking issues raised.• To deal with transactions for internal customers, i.e. bookings and payments, accurately logging details onto various ICT systems• To be aware of the special needs of some customers, using the appropriate communicate tool to meet their requirements.

Reception duties, logging repairs and general admin duties.

General admin duties.