Sean Peoples

Experience

• 

  Carphone Warehouse Ireland

  Aug 2015 - Mar 2016

  Sales Consultant

  - Customer focused: Working with the customer to explore the best phone, tv and broadband packages to suit their needs.- Providing phone insurance policies are taken care of in a professional manner.- Sales driven: working towards weekly and monthly targets and KPI's (Individual and Team KPI's).

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  Pramerica

  Mar 2016 - Oct 2018

  Primary responsibility of leading mission critical application issues and processes with a key focus of meeting resolution time SLA's.Experience:1. Leading conference calls to determine customer impact including business and financial impacts.2. Communicating professional notifications to senior leadership and the business to make them aware of ongoing issues and providing resolution time ETA's.3. Collaborating with multiple support teams to ensure problem study's , RCA and other measures are put in place to reduce likelihood of re-occurrences.4. Troubleshooting single and multi - user application issues across multiple departments:Ticketing Systems:Remedy, Service Now, JIRA.Application installs using Microsoft Software Center, SCCM, Virtualization Clients.Application functionality issues.Password/Account issues and resets using Active Directory.Remote Access/Network troubleshooting, VPN configuration.Mobile Application Support.5. Processing Incident, Demand, Change, Service, Problem and Security requests.6. Metrics reporting, automation and trend analysis and data visualization (PowerBI/Excel).Creating/maintenance of operating procedure documentation.Took part in the consolidation, training and streamlining of processes with two service desks as part of an optimization project. The scope of the project was aligning processes across multiple business units to provide adequate coverage and to learn and expand our knowledge of other department processes, while still delivering exceptional client and customer service.Reduced workload of the Service desk by 12% through process improvements by revising and simplifying numerous tasks to allow the team to focus on higher priority issues. Show less Providing Tier 1 and Tier 2 support for business partner application issues, password and account resets, mobile device and networking troubleshooting.Experience with:Windows 7/10 and Apple Mac, Office 365, Active Directory, Mainframe, Lotus Notes, Mobile Technology (Android, Apple), Avaya Telephone Communication, Printers, Peripherals, Citrix, Business Applications.Report on daily call statistics and other metrics.Create and maintain Standard Operating Procedure documentation to align with current versions, known and unknown errors.Determine correct escalation path for resolution if all troubleshooting techniques and processes fail. Show less

  • Annuities Incident Management Analyst

    Aug 2016 - Oct 2018

  • Service Desk Analyst - Global Business & Technology Solutions

    Mar 2016 - Aug 2016
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  Doctor Martens

  Nov 2018 - Apr 2019

  Sales Associate
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  Web Development Bootcamp

  Mar 2019 - May 2019

  Web Development

  Completed course in Web Development Bootcamp.Learned and up-skilled on a variety of Web Dev Technologies:HTML5CSS3Bootstrap3 & Bootstrap 4Semantic UI.JavaScriptjQueryNodeJS.RESTDOM ManipulationAuthentications.Created multiple projects based on covered course work:Landing Pages, DOM manipulation.Vector Graphics - PaperJS (animation), HowlerJS (sound)Full Stack Development - From front end to back end design, including RESTful routing processes and data modeling structures in NodeJS/ExpressJS. Show less

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  Dicey Reilly's

  Aug 2020 - Nov 2022

  Assistant General Manager
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  Concorde Entertainment Group

  Jan 2022 - Sept 2023

  Operations Manager