Chris O'Leary

Experience

• 

  OCC Ltd

  Feb 2014 - Mar 2020

  Information Technology Manager
• 

  NSC Global

  Mar 2020 - Sept 2020

  3rd Line Tech Support

  As an on-site 3rd Line Technician at BMW Mini for NSC Global, I held a vital position in providing advanced technical support and driving operational excellence. With a keen eye for detail and a dedication to delivering exceptional service, I played a crucial role in maintaining the smooth operation of IT infrastructure and ensuring maximum uptime.Key Responsibilities:- Technical Support: Resolved complex technical issues escalated from 1st and 2nd line support teams, employing expert knowledge of systems, software, and network infrastructure.- Troubleshooting and Problem Resolution: Investigated and diagnosed intricate problems, utilising analytical skills and innovative thinking to identify root causes and implement effective solutions.- Incident Management: Effectively managed and coordinated incidents, collaborating closely with stakeholders to minimise downtime and swiftly restore services.- System Maintenance and Upgrades: Conducted routine maintenance, including system updates, patches, and hardware upgrades, to ensure optimal performance and security.- Documentation and Reporting: Maintained accurate records of incidents, actions taken, and resolutions provided, ensuring comprehensive documentation for future reference and knowledge sharing.- Customer Service: Provided outstanding customer service, building strong relationships with clients and delivering solutions that met their specific needs and requirements.- Continuous Improvement: Proactively identified opportunities for process improvement, cost reduction, and service enhancement, contributing to overall operational efficiency.With a strong desire to progress into Service Management, my experience in this role has instilled in me a deep appreciation for delivering exceptional service, optimising operational processes, and driving customer satisfaction.#OnsiteTechnician #TechnicalSupport #ProblemResolution #IncidentManagement #SystemMaintenance #CustomerService #ContinuousImprovement Show less

• 

  Scotts and Co.

  Sept 2020 - Feb 2021

  Information Technology Infrastructure Manager

  As an Infrastructure Manager, I ensured smooth and efficient operation of the organisation's technology infrastructure. With a focus on reliability, scalability, and security, I oversaw management, maintenance, and enhancement of hardware, software, and network systems.Responsibilities:- Infrastructure Planning and Strategy: Developed comprehensive plans aligned with business objectives, optimising performance and cost-effectiveness.- Team Leadership: Led skilled IT professionals, fostering collaboration and driving growth.- System Maintenance and Upgrades: Oversaw regular updates, patches, and security enhancements, ensuring system reliability.- Network and Server Management: Monitored and optimised network infrastructure for seamless operations.- Disaster Recovery and Business Continuity: Developed robust plans, conducted testing, and minimised downtime risks.- Vendor Management: Collaborated with vendors for efficient delivery of infrastructure-related products and services.- Technical Support and Troubleshooting: Provided expertise to resolve infrastructure issues promptly.Throughout my tenure, I demonstrated a strong understanding of technology trends and implemented effective strategies. By optimising resources and implementing robust security measures, I enhanced operational efficiency.#InfrastructureManager #InfrastructurePlanning #TeamLeadership #NetworkManagement #SystemMaintenance #DisasterRecovery #VendorManagement #TechnicalSupport Show less

• 

  Juniper Networks

  Feb 2021 - now

  Service Manager Specialist 4 for AmazonAs a Service Manager at Juniper my role is to oversee and optimise service operations for our esteemed clients (Amazon currently and BT prior). With a strong focus on delivering exceptional customer experiences, I collaborate closely with cloud and key service providers to ensure their satisfaction and success.Key Responsibilities:- Account Management: Cultivating and maintaining relationships with key stakeholders, including C-level executives, to understand their business needs and align our service offerings accordingly.- Service Strategy Development: Developing and implementing innovative strategies to enhance service delivery, improve operational efficiency, and exceed customer expectations.- Team Leadership: Building and leading cross-functional teams, fostering collaboration and motivating individuals to deliver high-quality service and achieve collective goals.- Customer Relationship Management: Nurturing strong client relationships, serving as a trusted advisor, and proactively identifying opportunities for service enhancements and value creation.- Contract Negotiation: Collaborating with clients to negotiate and finalise service contracts, ensuring alignment of expectations, deliverables, and contractual obligations.- Operational Excellence: Optimising service processes, resource allocation, and performance metrics to drive efficiency, reduce costs, and ensure adherence to service level agreements (SLAs).- Continuous Improvement: Proactively identifying areas for improvement, implementing best practices, and driving initiatives to enhance service quality, operational effectiveness, and customer satisfaction.By leveraging my industry knowledge and experience, I am able to navigate complex tech landscapes, troubleshoot challenges and provide innovative solutions to drive business growth and success for both our clients and Juniper.#ServiceManager #RelationshipManagement #Innovation #TeamLeadership Show less

  • Global Service Manager

    Jun 2023 - now

  • Global Service Manager

    Feb 2021 - Jun 2023