Michele Gallagher Tuohy

Experience

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  Revenue Offices

  Jun 2006 - Sept 2006

  Corporate Tax Clerical Officer
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  Department of Social and Family Affairs

  Sept 2006 - Sept 2007

  Debt Management Clerical Officer
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  Quinn Direct Insurance

  Oct 2007 - Jun 2010

  Duties/Role Description: • Responsible for the overall operation of a team of 5 Service Desk Analysts who support 3,000+ customers processing on average 1800 issues/requests on a weekly basis. • Act as a single point of contact for all Incidents and requests reported to IT throughout their lifecycle. Complete trend analysis of reported Incidents to identify and escalate software bugs and system failures. • Recommend and implement changes to reduce the number of Incidents reported to IT and improve the Service Desks FCR. • Administrator of the Incident Management system (Infra) and manage relationships with external providers of software. • Document and publish self help documents or hold coaching sessions to communicate system changes or reduce Incidents logged due to user error. • Facilitate the handover of new applications into the IT Department. • Responsible for creating and maintaining processes and procedures to ensure the Service Desk and IT Department are working as efficiently as possible and are complying with all company policies. • Establish the team’s vision and objectives for the coming year and delegate tasks to subordinates to ensure these targets are reached. • Compile management reports on a weekly/monthly basis to illustrate progress to the business and IT. • Fill the role of IT Customer Satisfaction Manager to ensure all IT issues/requests are resolved with the agreed SLA’s and resolve any grievances caused by poor performance by a member of IT. • Cover the role of IT Service Desk Analyst on days where demands are high or staffing is low Show less Duties/Role Description: • Worked as part of team of 10 Helpdesk Analysts to provide 1st Level IT technical support to approx 2,500 Quinn Insurance employee’s on multiple sites working both internal and external to the company. • Troubleshooting and resolution of issues received via phone/email and record these on our Call Logging System (Heat). • Escalation of all unresolved issues to the appropriate 2nd/3rd Level Support team(s). • User access account creation, administration and removal across multiple applications operating on multiple platforms. • Performed daily operational checks of key systems, Networks and Servers to ensure operational continuity and integrity. • Escalation of all reoccurring and major issues to the Helpdesk Team Leader and where possible investigate and provided possible resolutions. • Perform adhoc tasks assigned by team leader or a member of the management team. • All work needed to be completed inside the agreed timelines or SLA’s. Show less

  • IT Service Desk Lead

    Mar 2008 - Jun 2010

  • IT Help Desk Analyst

    Oct 2007 - Mar 2008
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  Liberty Insurance Ireland

  Jun 2010 - Nov 2013

  Senior Application Release Coordinator

  Duties / Role Description:• Responsible for all Application Release Management i.e. planning, coordinating and delivering all application changes within Quinn Insurance including E2Es, Isolated Application Changes (Standard and Emergency), Fast Tracks, and Application Change Windows• Responsible for ongoing delivery and enhancements of the six week Application Release cycles (E2Es) which includes coordinating 45+ IT resources (developers, testers, project coordinators, promoters) to ensure smooth delivery of new business functionality / production bug fixes • Creation and maintenance of release documentation e.g. Release Notes, Issues/Risk Log, Known Issues Log, Development and Go Live Implementation Plans, Post Implementation Issues Log, Chronology of Go Live and Lessons Learned.• Manage IT resource pool and schedule individual tasks through Project Plans • Chair daily E2E update meetings to discuss / co-ordinate all events pertaining to E2Es release cycles • Chair weekly Application Change meetings with key stakeholders • Creation and adherence of all Release Management, Change Management and Software Defect Management Processes and Procedures• Gatekeeper for all applications changes as they move through the development/test/live environment. • 3rd Party Supplier Management• Preparation of agenda for all IT Steering Committee meetings • Member of the Change Advisory Board (CAB)• Cover the role of Infrastructure Change Coordinator and chair the CAB meeting during periods of absence Show less

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  Pramerica

  Nov 2013 - Dec 2020

  • Transition Manager

    Jun 2018 - Dec 2020

  • Senior IT Release Manager

    Nov 2013 - Jun 2018
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  Tata Consultancy Services

  Dec 2020 - now

  IT Global Change Manager