• Delivering phone and email based resolution for advanced software customer escalations through troubleshooting, research, environment replication & identification of workarounds• Actively supporting the customer in all aspects through to problem resolution keeping the customer informed throughout life of incident• Coordinating resources to resolve technical issues and turn around strained relationships at large high profile accounts in both pre and post-sale stages• Handling of potential incidents including: configuration / backup / supported operating systems / email, web server & database problems for supported software / troubleshooting errors

• Provided proactive and reactive “hands-on” 2L/3L support within Server, Network and Telephony environments, across 5 key Ulsterbank Sites in Dublin• Carried out remote and on-site resolution of complex or time critical incidents ensuring minimal business impact• Performed daily monitoring of key systems and responded appropriately to system alerts, ensuring no loss of service• Scheduled and implemented complex changes on a regular basis, ensuring no loss of service and minimal business impact• Participated in Critical Incident resolution and provided local support for Recovery Management using the HP OpenView ServiceCenter• Provided 24x7 on-call facility on a monthly basis• Acted as “hands/eyes and ears” on the ground and provided assistance to Group Technology support areas within the RBSG IT Support Model.• Provided technical assistance for maintenance, improvements and infrastructure change within 5 key sites in Dublin• Administered local control of IT infrastructure and critical Server rooms across 5 Ulsterbank locations in the Dublin area• Provided “grass roots” feedback on RBS Group Technology suppliers, to the RBS Service delivery teams, for the purpose of performance monitoring

Provided Executive Deskside Support Service to local or visiting RBS Executive users and their direct support staff, covering all technology services utilised at a Deskside location.Engaged with the various business units within the Ulsterbank, acting as an ambassador for Group Technology.

o Supported the implementation of the new RBS standard desktop PCs into the First Active buildingso Managed 100-plus laptops and 550-plus PCs on the networko Supervised a team of 4/5 personnel in 2nd level desktop supporto Analysed, scheduled and resolved support calls, using Remedy Action Request System toolso Project-managed departmental moves and reconfigurations ensuring smooth transitiono Sourced and provided IT equipment for projects i.e. PCs, laptops, printers, phoneso Controlled software distribution and upgrades maintaining licensing complianceo Provided telecom services to the Head Office and to a 55 Office branch networko Setup and maintained asset register for both hardware and software products, for audit purposeso Introduced and successfully implemented a new level of support for the executive management team – “Platinum Service” – which was significant in decreasing incident resolution times, and often prevented incidentso Supported audio-visual requirements, ranging from projectors to video conferencingo Configured anti-virus defence systems on servers, desktops and laptopso Administered the set-up and roll-out of remote access systems for mobile userso Participated in several large projects, specifically Y2K, Euro Conversion and the merging of 3 remote business units into a central siteo Provided backup support and on-call support as required for technical services groupo Managed local area network infrastructure including hubs, switches and associated cabling systems.

MVS Mainframe Systems Programming duties.