Thomas Brophy Email & Phone Number

Kilkenny, County Kilkenny, Ireland

Ireland

Involved in large scale Windows 10 migration projects for companies such as Swissport and Aer Lingus. Provided technical support to multiples customers at their location, resolving issues with printers, scanners, desktops, and laptops and other devices.Proven ability to manage own time effectively, ensuring that all calls were answered within SLAs and customers were kept updated on any delays or issues.Experienced in using ServiceNow to manage IT services, including incident management, problem management, change management, and asset management.Flexible with work hours and willing to be on a standby rota to assist customers after hoursProvided warm hand support for network engineers, including providing remote assistance, troubleshooting problems, and documenting solutions.

Ireland

Provided on-site field technical support, including, but not limited to, end-user problem solving in high pressure environments such as McDonalds and Specsavers where calls would need to be completed to a high customer standard.· Responsible for maintaining own stock, making sure that sufficient stock was available on hand and that if any parts were needed, that they were replenished. Also responsible to make sure any parts that were defective or DOA were returned correctly.· Responsible for own time management, needed to make sure that all calls were attended to within SLA’s and that the customer was kept up to date with any delays or issues encountered.· Make sure that any work done was recorded correctly and that any steps taken were noted down so that any follow up that was required had all the relevant information available at hand.· Involved in roll outs for several customer and/or IMACs that were requested by the customer, also had to make sure that all documents required were filled out correctly and submitted at the end of the project.· Required to be flexible with work hours, Also required to be on a standby rota to assist customers after hours.

County Waterford, Ireland

Providing support to customer either via telephone, webchat or by our social media platforms.Identifying customer issues which were reported to me and provide a resolution, this could be anything from bill related issues to physical or software issues with customers handsets.All calls were had to be logged and a high emphasis was placed on GDPR and customer data protection, good customer care and communication skills were essential for this role.Being able to both work independently or as a team member depending on the situation on hand.

Dublin, Leinster, Ireland

Installing, testing ,repairing and maintaining server equipment to a high standard.Diagnosed and resolved problems using documented procedures and checklists, problem recognition and research.Working on trouble tickets, maintaining a high productivity rate and resolving/escalating problems in a timely manner.Perform firmware upgrades and other hardware and software configuration tasks as required.Following all data center safety, security and operational protocols at all times in a highly professional manner.

County Dublin, Ireland

• Assisting customers in the selection and purchase of items• Travelling to individual sites to install new hardware and software• Handling of delicate goods and storing them in a safe and secure environment• Maintaining stock and making sure correct parts were ordered and stocked• Keep documentation of each individual job and sending back the relevant information to head office

Comptia, Information Technology

Computer And Network Maintenance, Information Technology, Fetac Lv.5

Leaving Certificate