Experience

• 

  Mrbi

  Jan 1993 - Jan 1996

  Office assistant
• 

  Esat business

  Jun 2000 - Mar 2001

  Corporate customer care executive

  To Act as the primary interface for customers contacting Esat BT, Net and IOL responding to customer service enquiries and service faults in a caring, professional manner and record details in the ticket handling system.Resolve customer faults, queries and complaints and escalate to the next level of support if necessary while adhering to the Complaints and Escalations procedures. Process cancellations and new orders for Voice, Data and modify Internet services. Create invoices, statements and respond to all billing queries.I had the personal responsibility of the Corporate Mailbox. This allows customers to contact us via the Esat BT web site with any queries or requests. My duty was to reply to the customer advising them of the outcome of their enquiry. If appropriate I forwarded the query to the relevant department; this involves knowing the structure of the company well and networking with other areas of the business. I was also involved in purchasing an e-mail management solution for Esat BT Show less

• 

  Bt ireland

  Jan 2001 - Apr 2005

  ResponsibilitiesI had the responsibility of managing and co-coordinating all internal, external and international Engineering Work that concerns Esat BT’s Global Network and Irish customers. During this time I built up excellent working relationships with BT Worldwide and gained the trust of some of our High Spend Carrier, Corporate and Government Customers. My responsibilities included:Design and implement Global PEW process (Project Team)Develop management system for Irish PEW’s, workflow and inventory management. Schedule PEW’s to suit customers and available resources. Provide feedback of all projects to Team and company on a monthly basisCompile, publish and distribute monthly KPI reports to BT Global Services File and distribute all customer and internal SAL agreements, work procedures and contractsManage all communication between departments and customers in a technical and customer friendly manner. Maintain and update with all relevant PW details. Ensure that all parties are aware of any Health and Safety procedures for customer site access. Monitor, manage and control the volume of work taking place.Ensure that all internal parties have acknowledged and responded to notice of workReview, create and change Company process for PEW’sProvide training when required.Manager of Irish PEW Team (5 staff) and Matrix Manager for Global PEW Project TeamsConducting Monthly One -2-One, quarterly Development Reviews and Annual Performance reviews in accordance with BT policy. Manage and co-ordinate projects to increase network size and stabilityIn 2003/2004 I worked on Project Thunder. The scope of this project is to improve and increase the capacity within cabinets of the Dublin Metro Area and to introduce an improved and structured cabling system. Show less ResponsibilitiesI had the responsibility of managing and co-coordinating all internal, external and international Engineering Work that concerns Esat BT’s Global Network and Irish customers. During this time I built up excellent working relationships with BT Worldwide and gained the trust of some of our High Spend Carrier, Corporate and Government Customers. My responsibilities included:Design and implement Global PEW process (Project Team)Develop management system for Irish PEW’s, workflow and inventory management. Schedule PEW’s to suit customers and available resources. Provide feedback of all projects to Team and company on a monthly basisCompile, publish and distribute monthly KPI reports to BT Global Services File and distribute all customer and internal SAL agreements, work procedures and contractsManage all communication between departments and customers in a technical and customer friendly manner. Maintain and update with all relevant PW details. Ensure that all parties are aware of any Health and Safety procedures for customer site access. Monitor, manage and control the volume of work taking place.Ensure that all internal parties have acknowledged and responded to notice of workReview, create and change Company process for PEW’sProvide training when required.Manager of Irish PEW Team (5 staff) and Matrix Manager for Global PEW Project TeamsConducting Monthly One -2-One, quarterly Development Reviews and Annual Performance reviews in accordance with BT policy. Manage and co-ordinate projects to increase network size and stabilityIn 2003/2004 I worked on Project Thunder. The scope of this project is to improve and increase the capacity within cabinets of the Dublin Metro Area and to introduce an improved and structured cabling system. Show less

  • Change Control Manager - Planned Engineering Works Manager

    Mar 2001 - Apr 2005

  • Change Control Manager - Planned Engineering Works Manager

    Jan 2001 - Jan 2005
• 

  Bt global services

  May 2005 - Jun 2007

  Responsibilities: Identify and implement a vendor management strategy within Networks, consistent with wider company and BT Global Services strategies.To implement & manage a vendor contract review process which measures performance against contract deliverables including SLAs and exit requirements.To ensure the procurement process is working efficiently & effectively throughout TSO. To work with Procurement on behalf of TSO and improve the working relationship across this interfaceBecome part and ownership of the major TSO interface to Eircom & KN Network Service and formalize a working brief and points of contact. Coordinate and manage the Eircom forum meetingWork with team on developing a clear communication and proactive management with Regulatory. Establish self as main point of contact in TSO for ComReg related issues. With the help of our colleagues in Regulatory, manage the relationship between TSO and ComReg. Ensure that all relevant ComReg related documentation is considered and commented on within TSO.Manage the following Budgets (TSO = Technology & Service Operations)TSO OpexTSO CapexTSO Costs of SaleTSO Benchmarking Targets Show less General ResponsibilitiesWork with Operations and customer service on all faults where Infrastructure assistance is required. Co-ordinate and manager Customer Installations and orders. Manage Siebel Workflow. Assist with planning of Network Diversions/ConstructionWork with Local Authorities and Management companies for Way leaves and planning permission. Raising Change Requests for Infrastructure planning and Construction Office. Working with infrastructure planning and GIS to ensure all records are kept up to date.Project Manager for Network Diversions & UpgradesTeam ResponsibilitiesManaging team whereabouts, Ensuring all project activities have been completed on time and providing updates and assistance where necessary. Looking after the team’s general needs, including cars, mobile phones, accommodations when traveling and expenses. Coordinating all training. Contract's ResponsibilitiesEnsuring contractors working on behalf of BT are keeping customer promises. Spot checks on work carried out by KN/Irish Rail. (BT Network Contractors)Scheduling KN resources. Monitor equipment and cable stock levels with our suppliers. Work with Legal to ensure conditions of each contract are being met. Conduct regular review meetings with contractors. Ensuring contractors have received all the necessary BT, H&S and customer requested training. Finance Responsibilities.Work with Procurement, Bt Accounts payable, and Billing and Hutch accounts for new and existing suppliers. Raising PO's and approving payment for contractors. Re-charging external parties for work carried out by BT or for damage to BT services. Show less

  • Partner Supplier Manager (Eircom & KN Network Service)

    Jun 2006 - Jun 2007

  • Infrastructure Controller

    May 2005 - Jun 2006
• 

  Meteor mobile communications

  Jun 2007 - Mar 2010

  Senior change, release and configuration engineer.

  Change Management is the central point of contact for all planned maintenance and new deployments for the Meteor network. My main responsibilities include:• Providing a proactive Change Management function in line with business requirements. • Implementing and adhering to Best Practice• Ensuring changes are logged accurately and in a timely manner• Coordinating Requests for changes from initial submission to completion, rejection and possible Post Implementation Reviews• Liaising and assisting with technical and business contacts• Raising RFCs to the Change Advisory Board, ensuring suitable documentation is supplied by the submitter for the CAB to review• Chairing the Change Advisory Board • Managing and prioritizing change with assistance from technical and business contacts• Ensuring that Customer expectations for Change Management are met• Maintaining Change Procedure documentation and advising and offering guidance on the Change Management process• Distributing Change Management reports• Carrying out Post Implementation Reviews as required• Approving, rejecting or deferring Change Request as appropriate• Ensuring the correct groups are involved in the Impact Assessment and CAB Review process.• Review and change process as the business evolves. Show less

• 

  Ebay

  Jan 2010 - Aug 2013

  Snr business systems and process analyst

  I am responsible for the maintenance of existing Customer Service (CS) systems, and creating and maintaining agent accounts and metadata with a focus on access related functions as well as interacting with end-users. Systems administered are Kronos, Siebel, CCA, InQuira, and custom-built applications.Responsibilities:• Account provisioning/de-provisioning and access control for eBay CS tools and systems.• Troubleshooting /resolving reported issues.• Execution of regular audits to ensure proper procedures have been followed and accurately documented prior to implementation or any action taken.• Partnering with CS operations groups to understand business requirements of provisioning and workflow processes. • Execution of audits to ensure that employee metadata relationships are accurate and internal processes and procedures are satisfying business requirements.• Establishing deadlines based on business/system dependencies.• Provide guidance to executive and senior management, business units, IT staff, work force management, and content managers around workflow implications, system issues and workflow options. • Ensuring proper change management related to system or workflow changes executed by provisioning/workflow.• Meeting or exceeding all published service level standards.• Meeting or exceeding all quality measurements.• Establishing relationships with individuals throughout the organization to ensure excellent information flow and feedback on impacts of business rules, processes, and workflow.• Acting in a contributor capacity in the identification and implementation of workflow process improvements. Show less

• 

  Abtran

  Sept 2013 - May 2014

  Business analyst - change manager

  Business Analyst. As a business analyst for the NTA IT Project Management office my role is to analyse, review and document the technical and process requirements of a project throughout its lifecycle. I assist the project team complete the project within its planned scope, schedule and budget, while serving as a liaison for the project's technical, functional and non-functional teams.My role is based in the IT project section and as such my responsibilities include:Creating functional specification and deployment documentationCreating Use Case scenarios. Capturing new system integration requirementsActing as a liaison between the business (non-technical) users and the ICT and System vendorsChange Manager:40% of my role within the NTA has been to design and implement a Change and Release Management Process. I have also created a Change & Release Management Database with a section focusing on Business Request Management. The process I designed has been based on ITIL V3 methodologies while introducing basic practices to ensure the NTA is both PCI and SOX compliant. My responsibilities as a Change Manager are:Coordinating Requests for changes from initial submission to completion, rejection and possible Post Implementation ReviewsLiaising and assisting with technical, vendor and business contactsRaising RFCs to the Change Advisory Board, ensuring suitable documentation is supplied by the submitter for the CAB to reviewChairing the Change Advisory Board Managing and prioritising changeEnsuring that Customer expectations for Change Management are metMaintaining Change Procedure documentation and advising and offering guidance on the Change Management processDistributing Change Management reportsCarrying out Post Implementation Reviews as requiredApproving, rejecting or deferring Change Request as appropriateEnsuring the correct groups are involved in the Impact Assessment and CAB Review process. Show less

• 

  Scamall networks

  May 2014 - Jan 2025

  Director

  What is Scamall? It is the Irish (Gaelic) word for cloud. In a time when 'cloud' means anything and everything we focus on the original cloud, the service provider core. ​Based in Dublin, Ireland we have extensive experience designing and operating SME, corporate and multinational networks.

• 

  Bord gais energy

  May 2014 - Feb 2015

  It business relationship manager

  The Business Relationship Manager (BRM) role serves as the interface between the business change function and IT. The BRM's primary focus is to establish and maintain a value-driven, strategic relationship with the business change function and proactively manage business demands on IT, ensuring supply & demand is optimised, realistic expectations for IT development programmes and system changes are set and change which supports the Annual Plan is delivered within IT.Key accountabilitiesTechnical Lead for the Design Authority. Work with the business change function to align technology solutions with the Retail Supply annual plan and contribute to the Retail Supply strategic planning process.Advise the Business Change Manager on the risks and benefits of using technology in order to deliver against the Annual Plan, build competitive advantage and improve business performance.Ensure transparency around supply & demand within IT to allow for the effective delivery of the Annual Plan.Utilize in-depth knowledge of BGE IT systems architecture and core systems operation to support least cost / least time IT development in support of the delivery of the Annual Plan.Manage a team of Solutions Architects and Business Process Managers. Show less

• 

  Bt

  Jul 2018 - Feb 2019

  BT Fibre Optimisation Project.

  • Service Delivery Project Co-Ordinator

    Jan 2018 - Feb 2019

  • Service Introduction & BI Manager

    Jul 2018 - Jan 2019