Terry Mc Sweeney Email & Phone Number

County Meath, Ireland

Dublin

• Responsible for leading a team of systems administrators in the delivery of IT to Emovis Ireland via help desk.• Work in a high collaboration role within technical department and internal stakeholders• Manage all help desk activities to allow the smooth resolution of Service Requests, Incidents, Problems. • Liaise closely with the project and development teams, and the clients directly• Generating reports on the Service desk activity will be an integral part of your role such that these reports will show statistics on the performance of the service desk on a monthly basis. React to the positive and negative impact of these reports such that the overall performance of the helpdesk is on a constant upward curve.• Continually analyse, propose and develop our existing processes and procedures with our third-party suppliers to improve how we and they work • Manage the technical System Administrators such that they can operate efficiently and productively and manage their duties to assist in the operation of technical services to emovis.• Work with the Senior Management team to ensure adequate infrastructure and support is available for all project delivery while BAU is maintained • Co-ordinate and manage out of hours’ deployments as required• Liaise with both internal and external suppliers to ensure quality standards in maintenance of roadside equipment• Ensure consistent documentation to meet contractual, regulatory and technical requirements• Plan, manage, and drive work streams with a specific focus on how to make sure the agreed technology solutions are delivered to meet the needs of our clients• Achieve agreed upon Management targets and outcomes within schedule• Manage all PO and communicate with vendor and management on current status of purchases

Dublin, County Dublin, Ireland

Tasks :Oversee the daily operation of the 2nd line team including coordinate and manage ticket queues for the 2nd line teamcoaching the 2nd line team through active feedback toTrain, coach and mentor new and existing staff on operational processes and procedures in line with ISO20000Ensure that the 2nd line team provide a high standard of customer service, quality and performance

Dublin, County Dublin, Ireland

• oversee the daily operation of the Service Delivery toolset ensuring all solutions are documented and training is provided• Coordinate all internal Changes relating to customer contracts (in, renew, out)• Coaching the Service Desk team through active feedback to perform to a high standard in achieving service target and agree customer SLA’s. • Participate in service transition workshops• Ensure the service delivery meets all operational processes and procedures in line with ISO20000. • Enforce contract scope adherence in service delivery • Manages the profitability aspects of all Managed Services customers• Offers suggestions for continuous service improvements and promotes active feedback in the development of improved procedures to enhance services, tools and the end-user experience. • Provide monthly reporting on profitability and cost per ticket

Dublin

Provide 1st and 2nd level support to Unity’s clients Provide advanced support as an onsite engineer on multiple customer sites Assist 1st level engineers in resolving issues and their daily tasksWork with senior engineers to resolve complex customers issuesProvide monthly reports on all Unity clientsEnsure clients backups are run successfully and resolve any issuesLiaise with 3rd party companies to assist clients Set up new users on client’s systems and process leaversProvide a professional service to all clientsMonitor client’s servers and troubleshoot any issuesProvide preventative measures for clients to avoid occurrence of issues

Dublin

Provided base level IT support to non-technical personnel Identified and solved technical issues with a variety of diagnostic tools.Evaluated and responded to incoming requests for technical support assistance.Resolved customer issues in a clear, courteous and straightforward manner.Strong Knowledge of Active Directory, Exchange, SharePoint, Office 365, Outlook and many others.

Dublin Ireland

Strong Knowledge of Microsoft software Knowledge of Active Directory , Exchange , Sharepoint , Office 365 among many other technologiesUse of various software which enables remote connection to servers and workstationsMake sure that all cases are managed within SLA’sEnsuring high standards of customer service is delivered to maintain client satisfactionInstallation and configuration of Operating Systems Troubleshooting a wide range of customers issuesDealing with 3rd party companies to ensure resolution of customers issuesFollow up with customers to resolve cases to their satisfactionCreate and document support solutions as part of knowledge baseRebuilding PCs/LaptopsDiagnosing Laptops/PCsInstalling hardware Liaising with customers using Phone/EmailProviding onsite and offsite support to customersDealing with Suppliers - HP , Dell , TopSec , KeepItSafeetc.

New Zealand

• Dealing with high volume of client enquires over the phone on a daily basis• Helping to resolve customers issues to ensure client satisfaction• Answering customers queries and log issues • Processing Sales Orders• Working to strict deadlines• Working as part of a team in a fast paced environment

Using Office SoftwareTraining of StaffDeveloping and Implementing Administrative SystemsRecruitment of new StaffAppraisal of StaffResponding to customer enquiries and complaintsImplementing Health and Safety policies

Dublin , Ireland

Assembly of networking devicesTesting components and assembled equipmentRepair of faulty equipment

Bachelor'S Degree, Computer Science

Mature Student studied for a degree in computer science

Advanced Certificate, Networks And Software System, A

While attending this college I received specific and detailed training in the following areas • Networks and Cabling • Storage Techniques.

Comptia A + Certificate, Pc Hardware And Software Essentials, A

While attending this college I gained the following knowledge • how to install, configure and optimise personal computer hardware.

Leaving Certificate, Leaving Certificate