Thomas Ward Email & Phone Number

Sydney, New South Wales, Australia

Dublin, Leinster, Ireland

Ireland

• Support Microsoft game studios operations and their versioning control software• Support and manage Microsoft internal software development tools• Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality before reaching or being escalated to Dev team• Work closely with customers to understand their unique business environments, processes and challenges, so that we may best configure software to suit their… Show more • Support Microsoft game studios operations and their versioning control software• Support and manage Microsoft internal software development tools• Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality before reaching or being escalated to Dev team• Work closely with customers to understand their unique business environments, processes and challenges, so that we may best configure software to suit their unique needs• Resolve escalated issues from level 2 team before reaching Dev team• Responsible for the management, mitigation and reporting of live site incident activities to Microsoft business critical issues.• Plan redundancy measures for customers/partners. Show less

Dublin

• Implement Time & Attendance software and configure biometric fingerprint scanners over LANs and VLANs• Create bespoke SQL Procedures/Triggers to implement with 3rd party software such as Timeware, Sage and SAP• Backup and restore SQL databases from failed windows servers and set up backup procedures for Microsoft SQL suite• Deploying Windows virtual machines with Microsoft Hyper-V • Configuration of Windows Server 2003 / 2008 / 2012 including firewall rules… Show more • Implement Time & Attendance software and configure biometric fingerprint scanners over LANs and VLANs• Create bespoke SQL Procedures/Triggers to implement with 3rd party software such as Timeware, Sage and SAP• Backup and restore SQL databases from failed windows servers and set up backup procedures for Microsoft SQL suite• Deploying Windows virtual machines with Microsoft Hyper-V • Configuration of Windows Server 2003 / 2008 / 2012 including firewall rules, updates, IIS and Microsoft SQL• Configure/Implement ASP.NET applications within IIS for employees to use within the intranet and link with the time and attendance database• Travel to customer sites to participate in requirements gathering sessions, Consultancy, configuration workshops, system training, and system go-live sessions• Provide demonstrations of software to these clients to illustrate how the many different features can be setup for their implementation• Participate in system configurations based on clients’ requirements. Configurations required direct database interaction• Support and coordinate system implementations throughout the project lifecycle• Document the configuration and processes used to facilitate a smooth transition to the technical support team for ongoing support once the customer is “live” Show less

Dublin, Ireland

• Reviewing escalated support ticket from L1 technicians and either resolving or escalating to application engineers• Providing support on the company’s software solutions to clients via telephone and remote connection• Changes to customer reports• Amending shifts & rosters• Software configuration• Software upgrades• General system enquiries• Data entry into the Maximizer CRM client• Data entry into the Microsoft Dynamics CRM… Show more • Reviewing escalated support ticket from L1 technicians and either resolving or escalating to application engineers• Providing support on the company’s software solutions to clients via telephone and remote connection• Changes to customer reports• Amending shifts & rosters• Software configuration• Software upgrades• General system enquiries• Data entry into the Maximizer CRM client• Data entry into the Microsoft Dynamics CRM client• Custom view building within the Maximizer CRM client• Monitoring the company’s CRM system and progressing incoming calls / issues• Database queries Show less

Bachelor Of Science (Bsc), Computer Science, Computer Science

Leaving Cert