Ronan Gallagher

Experience

• 

  Dublin Zoo

  May 2014 - Mar 2016

  Catering Assistant

  Area of work:- Costa Coffee- Ice Cream Man (Portable)- Meerkat Restaurant- Sea Lion Cove- Lion HutGeneral Operations:- Making Coffee- Stocking Each Location- Tills- Setup of Ice Cream Bikes in Morning- Stock Take- Kitchen Porter- Sales- Cleanup- Customer Service- Lost Child Incident Reports- Health & Safety RequirementsSkills Acquired:- Leadership- Working in Teams to Achieve Goals- Upselling- Customer Service- Stock Rotation- Cash Matches Sales With Stock Sheet- Health & Safety for Staff and Customers Show less

• 

  Openet

  Mar 2016 - Sept 2016

  Junior System Administrator

  Internship for collegeInitially Mar - May (12 weeks)But got it extended to SeptemberGeneral Operations:• Configuring Red Hat servers for deployment to several teams and building VM templates(basic)• Using vSphere for VM deployment / Management• Troubleshooting Operating system and application specific issues for various teams.• Red Hat 6-7 configuration and troubleshooting(basic)• CentOS 5 configuration and troubleshooting(basic)• Cisco switch configuration and troubleshooting• Active Directory• Desktop support• Communication • Documentation Show less

• 

  Brandon Global IT

  May 2017 - Jul 2018

  Technical Engineer

  Technical Engineer providing IT support to multiple customers.Server Support:-Monitoring Alerts (RAM, CPU, HDD, Etc)-Managing VM's (VM Ware, Citrix, vSphere, HyperV)-Exchange / Office 365 Administation-AD Administration-Troubleshooting server side applications-File Server Administration-RDS ManagementNetwork Support:-Sonicwall Administration-Internet Troubleshooting-Network Troubleshooting-WiFi AP Setups / TroublshootingDesktop Support:-PC build for new starters (tailored per client)-Outlook Setup / Troubleshooting-VPN Setup / Troubleshooting-File Recovery-Skype For Business Setup / Troubleshooting-BitLocker / Symantec Encryption ManagementPrinter Support:-Printer Setups-Print Server Management-Printer TroubleshootingAll work is done remotely with the use of N-Central / Labtech.If job cannot be done remotely on-site visit to customer is organised and carried out Show less

• 

  Citrix

  Jul 2018 - now

  Responsibilities:• Provide technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.• Perform advanced problem analysis and isolate problems of moderate to high complexity with little instruction from team leads and/or management.• Publish articles on moderately complex technical support issues in Citrix’s online knowledgebase, and review other articles published by peer engineers.• Address customer needs in solving their complex business challenges utilizing your deep technical and product expertise.• Document cases, recommendations, and resolutions clearly in the CRM system (Salesforce).• Participate in on-call and shift rotations with transfer of cases to other geo’s in a ‘follow the sun’ methodology. Show less Responsible for providing technical assistance for Cloud Software Group products (Citrix Cloud, Citrix Virtual Apps, and Citrix Virtual Desktops) to customers via email, phone, and other channels as appropriate.Focuses on in-depth problem analysis of Cloud Software Group products.Ensures products are integrated successfully into customer environments.Utilizes fundamental troubleshooting skills and technical knowledge.Isolates, analyses, and provides resolution to customer issues.Supports clients that can range in size from Small businesses to Large Enterprises.Primary Duties / ResponsibilitiesProviding technical assistance on Citrix products to customers of small to medium size via phone, email and/or remote accessConducting problem analysis and collaboratively identifying problems of minimal to moderate complexityAchieving and maintaining agreed service levels along with other established goalsPublishing articles on moderately complex technical support issues in Citrix's Knowledge Centred Support systemsDocumenting cases and resolutions clearly in the CRM system, taking ownership of hot and/or more critical cases when required Show less Cloud Support Engineer providing technical support to Enterprise Corporations and/or Small/Medium businessesProvide technical assistance on Citrix products to customers - via phone, email and/or remote access. Develop an on-going technical understanding of Citrix products including Citrix Endpoint Management, Citrix Networking and Citrix Workspace Product suite.Publish articles on moderately complex technical support issues in Citrix's Knowledge Centred Support systems and reviews others' articlesPerform problem analysis and isolation of problemsAct as an effective technical interface between the customer and 3rd Level Technical Support/DevAnalysis teams.Achieve and maintain targets, number of cases closed or issues resolved, along with other established goals. Show less

  • Lead Escalation Engineer

    Nov 2023 - now

  • Senior Escalation Engineer

    Aug 2022 - Nov 2023

  • Escalation Engineer

    Nov 2019 - Aug 2022

  • Senior Cloud Support Engineer

    Sept 2019 - Nov 2019

  • Cloud Support Engineer

    Jul 2018 - Sept 2019