Conor O'Carroll

Experience

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  Sword, ARC Logics

  Feb 2006 - Sept 2006

  Work Experience Placement

  During an 8-month work placement in ARC Logics Sword (Then Ci3) I rebuilt the company website, worked in a sales support role and also on the program development team working on the company's flagship product - Sword.

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  Sword, ARC Logics

  Sept 2007 - Jan 2011

  Direct customer support activities such as customer queries, feature testing, documentation preparation and implementation projects. Worked on creating demonstration systems for prospective customers, carried out customer surveys, updated sales collateral to reflect a new branding strategy and became the company's CRM accounts administrator. Worked as a consultant on site in the Ulster Bank ROI HQ where I specialized in the bank's in-house end to end loan management system. Initially I was solely responsible for a high-priority project which successfully met it's deadline followed by several months working as a customer support executive.

  • Support Analyst

    Sept 2009 - Jan 2011

  • Pre-Sales Support Consultant

    Dec 2008 - Aug 2009

  • On Site Consultant

    Sept 2007 - Dec 2008
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  Microsoft

  Jan 2011 - Jun 2014

  Technical Support Engineer

  ● Provided tier 2 support for multiple external and internal tools, resolving internal and external high priority issues within defined SLA to maintain customer satisfaction. ● Facilitated the launch of the Bing/Yahoo search alliance in all EMEA markets through ticket management, handling of high priority migration issues and client/partner interactions including email, IM chat, phone calls, partner site visits & deskside support.● Liaised with multiple teams including program managers, development teams, external clients, call centres, partner sales teams, editorial teams & other regional Bing Ads Support teams on a daily basis.● Created internal & external process improvements through numerous initiatives such as recurring engineering meetings, work-life balance workshops and a global ‘Buddy’ program.● Bing Ads Support EMEA representative for Yahoo!/Bing Search Alliance. Ran weekly calls with a 30+ audience of key Yahoo! and Microsoft stakeholders updating on known issues, feature release roadmap and addressing partner concerns both in and outside the call.● Bing Ads Support EMEA representative with EMEA regional L1 support team. Ran weekly calls with this team addressing team concerns working with team leads. Followed up on partner concerns and individual ticket update requests and helped update knowledge base articles as well as creating process improvements to improve the relationship between L1 and L2 support in Bing Ads Support EMEA. Show less

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  Twitter

  Jul 2014 - Apr 2018

  AdOps Specialist II

  ● Provide support for internal sales teams, answering complex advertiser queries and resolving bugs through liaising with several key stakeholder teams.● Running product insights: The use of internal data-based insights to identify and recommend product improvements to development teams● Provide comms to regional sales teams regarding team, process change and bug updates through meetings and bi-weekly newsletters. Commended several times for my use of humor in my communication style.● Organized a relationship-improvement plan for the EMEA sales teams in which we ran office hours, sent regular bug comms, and attended team meetings. ● Organized and Ran EMEA Triage process through which bugs that lost traction with engineering were flagged with engineering teams for reprioritization. ● Contributed to phase one and ran phase two & three of the shift model project through which I created dedicated project hours for the global specialist teams, tracked usage of these hours and used data analysis to calculate available hours per specialist, per week. Show less

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  Gambling.com Group

  Apr 2018 - Apr 2022

  ● Brand Attributes: Implemented a key strategic initiative where affiliate partner data was collected andimplemented onto our properties across multiple markets. This brand data directly drove an immediate20% increase in revenue across all properties● Industry Training: Developed a unique, in-house online Gambling industry training course designed togive employees with no industry experience a usable background on the industry, global markets andour competitors.● System Implementation: Project managed the implementation of several new internal systems for theHR team such as new payroll providers, a new applicant tracking system (Greenhouse) and a newTraining system (Rise).● Internal Employee Training: Developed a series of new employee job training from employee & newmanager onboarding, tool usage, individual team training, to soft skills. Show less ● Built the Gambling.com Operations team: Defined the Ops team’s role, responsibilities within thecompany globally and established Ops as a high performing, quality-focused team that became a keystakeholder and a focal point for all key business initiatives.● Hired, trained and managed a team of three high performing specialists and contractors who workedcross functionally within Gambling.com and who moved on to key roles elsewhere in the group.● Created the first internal body of documentation that became the standard for the company as itexpanded.● Project managed the development of multiple key internal tools such as a new content managementsystem and site ranking tool. Show less

  • Project Manager

    Jan 2021 - Apr 2022

  • Operations Manager

    Apr 2018 - Jan 2021
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  Tinder

  May 2022 - Oct 2022

  Global Operations Program Manager

  ● Implemented a quarterly project management process for global teams, including project collection,approval, assignment and scoring processes.● Developed team improvement plan for internal Quality Assurance team including gap analysis andrecommendations.● Coordinated senior management initiatives including running syncs, note taking, action itemassignment and follow ups which increased project momentum and accountability within the GlobalOperations team.

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  Trulioo

  Jan 2023 - Jul 2023

  Project Manager

  ● Implemented foundational sprint process for a newly-acquired engineering team of twelve engineersincluding sprint capacity planning, improved sprint ceremonies and feature refinement.● Scheduled, ran and tracked all sprint ceremonies including daily standups, planning, retros, reviewsand sprint demo calls.● Created a supporting body of documentation on confluence to track newly-implemented processesand projects within the team.● Worked with multiple stakeholder teams to bring engineering best practice, sprint and release timingwithin the team in line with wider company standards. Show less

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  Swiftqueue Technologies – A Dedalus Group Company

  Oct 2023 - Dec 2024

  Technical Project Manager
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  Find.co

  Jan 2025 - now

  Senior AdOps Manager