Robert O'Brien

Experience

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  Aramark

  Aug 2012 - Nov 2012

  Catering Assistant

  Workplace Solutions company including workplace catering.Duties Included;-Working in a combined role as both a catering assistant and one of two Pizza Chefs,- Mixing and rolling fresh dough every day,- Keeping up with and anticipating the demand,- Providing excellent customer service at all times,- Tracking and Ordering Stock for Pizzeria,- Completing HACCP administration,- Taking Customer orders in an accurate and timely manner.Achievements include reforming the way in which pizzas were created and helped to improve customer service by working closely with the chef team and management Show less

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  Bart Murphy's Cancer Charity

  Dec 2012 - Mar 2013

  Manager

  Local Cancer Charity offering direct aid to those who suffer from cancer. - Managing Volunteers in an effeicient and effective manner,- Managing and rotating stock, sorting through donations,- Handling administration work for the shop, including budgeting, answering shop phone and daily financial paperwork,- Cash HandlingAchievements include reformatting the entire shop and improving customer experience in the shop.

• 

  Sky Ireland

  Apr 2013 - Feb 2018

  Fault Management & Order Recovery Specialist

  Starting at a customer facing level, I provided general customer service and technical support in all TV technical issues. Within a few months I was up skilled to a broadband and phone technical support role. As a first level support agent my aim was to give technical issue resolutions, attempting to create a positive customer experience all round, direct and indirect communicating with customers which included email and both inbound and outbound calls. Other roles included back office processes including data management and security, order progression, in house training support and general account managing.I am now working as a member of the Broadband & Phone Fault Assurance Team, which involves:-In depth trouble shooting & diagnosis of technical issues.-Finding the correct and fastest resolution for customers-Explaining the current issue with no jargon.-Offer both technical and soft skill advice to colleagues seeking assistance.-Manage escalated complaints for colleagues when an immediate solution is not available-Actively promote Sky’s products and services to generate further revenue for the company-Order recovery and delivery.-Liaising with our wholesale provider-Providing SLA’s to our customers and escalating when needed. Show less

• 

  Cabot Financial (Ireland) Limited

  Feb 2018 - Nov 2021

  Key Accountabilities & Responsibilities:• Perform I.T. equipment (Laptop & Desktop) and software installations and upgrades. • Provide I.T. software/hardware troubleshooting and day-to-day support for the office I.T. environment• Desktop support and administration for Windows 10, MS Office and Office 365.• Provide Remote access support • Provide phone system administration • Provide both scanner and printer support.• User account administration (Account unlocks/Password Resets• Setup Access door fobs for staff • Maintain accurate and up to date I.T. maintenance documentation/procedures.• Other responsibilities are assigned from time to time as needed, based on the evolution of the company and the requirements of the department/position.Key Result Areas:• Support the Extended IT Department & Company Departments• Improve the IT Administration Support process• Increase IT Department Proficiencies• Proactively part take in IT Tasks & Projects Show less Currently working for Cabot Financial (Ireland) Limited as an Arrears Support Executive, my key responsibilities include:- Working with borrowers under both the Code of Conduct on Mortgage Arrears and the Consumer Protection Code to analyse, address and resolve arrears positions on their account. - Day to Day administration of a portfolio of over 350 seperate borrower accounts. - Working with borrowers and client stakeholder business units to give borrowers a voice and find a borrower-driven solution to arrears on their mortgage account and return the loan to a performing state. - Dealing with borrowers under the MARP process to bring their loan back to a performing state. - Dealing with all correspondence and communication on borrowers accounts.- Extensive use of Microsoft Office suite in administration of both portfolio and individual accounts. - Extensive use of Microsoft Teams in organising internal meetings, training and alternative meeting options for borrowers to address accounts. Show less

  • Help Desk Support Engineer

    Jan 2020 - Nov 2021

  • Arrears Support Executive

    Feb 2018 - Jan 2020
• 

  Vernacare

  Nov 2021 - May 2024

  IT Service Desk ManagementSpanning multiple locations and shifts, Managing this large operation requires strong people management skills. Current duties include:Hiring employeesTrainingStaff schedulingVendor managementBudgeting and cost managementProcess definitionTools selectionIT Service OperationsIn addition to general management activities, I am also the leader of a critical ITSM function that processes a large volume of service requests each day. I am responsible for providing smooth operations and for ensuring SLAs are fulfilled and service-desk clients are happy with the support they receive. Common service operations activities include: MentoringEscalationsExecutive communicationsWorkload balancingOperational performance monitoringContinuous improvementSLA complianceManaging shift hand-offsEnsuring Uninterrupted Business OperationsThe help desk is a continuous operations function, but because of its importance in IT service operations, service desk staff members are often asked to contribute to other important service management and business activities. I will often participate in these activities directly or oversee a small staff contributing to project work, including:Major incidentsChanges and releasesReorganizations/M&A effortsITSM tool implementation projectsRecertification projects including Cyber Essentials Plus, internal and external audits Show less Key ResponsibilitiesDeliver exceptional customer service experiences for the business.Continuously improve services through the ITIL Framework.Identify and implement service improvements with the broader IT Team.Keep users well-informed throughout their call's lifecycle with regular updates via email/phone.Perform site-specific tasks as directed by on-site IT management.Develop technical knowledge and deeply understand business systems to drive service improvements.Improve and expand the Service Desk Knowledge Base for both IT and users, ensuring comprehensive documentation.Create and maintain accurate documentation for all IT processes and procedures.Troubleshoot problems methodically, collaborate with team members, and research solutions.Handle escalated issues with a deep understanding of business solutions.Take ownership of IT Services, such as Endpoint Management, Software Delivery, and System Imaging.Engage in larger projects and demonstrate a passion for developing technical and professional skills.Undertake technical training to enhance business IT Services.Conduct end-user training as needed.Coordinate with 3rd Party providers for resolution/maintenance activities.Participate in the out-of-hours escalation process when required.Key Responsibilities - Infrastructure ManagementDesign, implement, and maintain the IT infrastructure, including networks, servers, and storage.Monitor and optimise performance, ensuring high availability and reliability.Implement and manage security measures to safeguard the infrastructure.Plan and execute infrastructure projects, including upgrades and migrations.Collaborate with other IT teams to integrate systems and ensure seamless operation.Troubleshoot and resolve infrastructure issues, providing technical support.Document infrastructure configurations and procedures.Continuously assess and improve infrastructure to support business needs.Stay updated with industry trends and best practices. Show less Key Accountabilities & Responsibilities:• Perform I.T. equipment (Laptop & Desktop) and software installations and upgrades. • Provide I.T. software/hardware troubleshooting and day-to-day support for the office and manufacturing I.T. environment• Desktop support and administration for Windows 10, MS Office and Office 365.• Provide Remote access support • Provide phone system administration • Provide both scanner and printer support.• User account administration (Account unlocks/Password Resets)• Setup Access door fobs for staff • Maintain accurate and up to date I.T. maintenance documentation/procedures.• Other responsibilities are assigned from time to time as needed, based on the evolution of the company and the requirements of the department/position.Key Result Areas:• Support the Extended IT Department & Company Departments• Improve the IT Administration Support process• Increase IT Department Proficiencies• Proactively part take in IT Tasks & Projects Show less

  • IT Service Desk Manager

    Mar 2023 - May 2024

  • Senior Servicedesk Engineer

    Jul 2022 - Mar 2023

  • Service Desk Engineer

    Nov 2021 - Jul 2022
• 

  East Midlands Ambulance Service NHS Trust

  Jan 2024 - now

  Level 2 CFR

  Community First Responders are volunteers who belong to local schemes. They attend 999 emergency calls in their own community. In the East Midlands, Community First Responders are dispatched by the EMAS Emergency Operations Centre in the same way as an ambulance.

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  Howco Group

  May 2024 - Jan 2025

  Group Helpdesk Manager
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  National Timber Group

  Jan 2025 - now

  Information Technology Service Desk Manager

  • Managing a large IT service desk operation, overseeing hiring, training, scheduling, and vendor management.• Lead critical ITSM functions to ensure smooth operations, SLA compliance, and client satisfaction.• Contributing to uninterrupted business operations by participating in major incidents, changes, and ITSM tool implementation projects.