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Michael O'Driscoll

Michael O'Driscoll

Information Technology Internship

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location of Michael O'DriscollWarsaw, Mazowieckie, Poland

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  • Timeline

  • About me

    Senior Manager, Technical Support at Palo Alto Networks

  • Education

    • Clonakilty Community College

      -
      Leaving Certificate Leaving Certificate

    • Cork Institute of Technology

      2011 - 2016
      Information Technology BSc Computer Science

      I studied IT Management from 2011-2014. I went into full time employment with Voxpro and returned to studies in 2016 to the obtain Information Technology BSc.

  • Experience

    • Cork City Football Club

      May 2014 - Sept 2014
      Information Technology Internship

      -Creating posts for corkcityfc.ie website-Assisting with the online shop-Implementing backup storage solutions-Administrator of social media pages-Troubleshooting local printer issues

    • Voxpro

      Dec 2014 - Nov 2016

      -@GSuite Social Media Team. Responsible for monitoring and responding to product forum posts and tweets via the @GSuite Twitter handle. -Migration, Synchronisation and Mobile specialist. Responsible for troubleshooting data migration and synchronisation issues directly with administrators.-Google API and SSO Technical Support.

      • @GSuite/@GoogleforWork - Twitter and Forums Support

        Jan 2016 - Nov 2016

      • Technical Support Specialist, Google Cloud

        Dec 2014 - Nov 2016

    • Ivanti

      Nov 2016 - Jul 2021

      Part of the Customer Success Team. Duties include:-EMEA Point of Contact for support and knowledge systems best practices. -Administrator of Community with 18,000+ Active Users https://community.ivanti.com -Monitoring, maintaining, and analyzing the online support content repositories (forums and knowledge base) with a focus on ensuring they are effective at enabling visitors to find their answers online. -Creating and documenting requirements for support systems and process enhancements. -Project managing support search engine improvements and updates (liaisons with stakeholders, UAT, rollout).-Administration, categorizing, structuring, and optimization to ensure there is an effective search and intuitive user interface on content repositories. -On-boarding, coaching, and training of individuals to foster participation in support content repositories and to more quickly skill-up new hires.-Creating on-boarding content for use by Technical Support Engineers globally. Gathering feedback to continuously improve content. Show less

      • Senior Technical Support Manager

        Jun 2020 - Jul 2021

      • Technical Support Manager

        Aug 2018 - May 2020

      • Global Knowledge Specialist

        Nov 2016 - Aug 2018

    • Palo Alto Networks

      Aug 2021 - now

      • Senior Manager, Technical Support

        Apr 2023 - now

      • Technical Support Manager - Platinum Support

        Aug 2021 - Apr 2023

  • Licenses & Certifications

    • Google AI Essentials

      Google
      Feb 2025
      View certificate certificate

    • Customer Journey Mapping

      LBS Partners(lbspartners.ie)
      Jan 2016

    • KCS V5 Foundation

      HDI
      May 2017