Niamh O'Brien

Experience

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  Young Social Innovators

  Jan 2007 - Jan 2009

  IT intern

  Network:- Maintained and managed a network system for an entire building.- Troubleshooting network equipment and peripherals such as printers and scanners.- Worked hard to upgrade the internal network and assisted in building moves and complete server replacements.- Reduced system latency by improving the DNS and WINS settings on staff PC’s. - Set up VPN connections to allow staff to work from home- Improved system security by designing and implanting an incremental back up procedure.- Vastly improved efficiency of the server through correct maintenance and improved filing procedures. Website;- Became proficient in the use of the CMS Typo3 as used by YSI for their website.- Designed additional sections and forums on the site for use by authorised guests. Show less

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  Bogatyij

  Feb 2008 - Mar 2010

  Website Designer
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  Lite college

  Jan 2009 - Jan 2011

  Web Content manager (Contractor)

  - Carry out updates to College online information- Redesigned the sites PHP forms- Altering / Editing site information/layout - Adding and removing pages as requested

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  Contemporary Security Canada

  Feb 2010 - Apr 2010

  Winter Olympic and Paralympic Security Supervisor

  In my role as Security Supervisor i managed teams containing 5 8 screener s/ x-ray operators, it was my job to ensure no weapons entered the stadium and that my team was fully briefed on new rules and regulations. I also dealt with disgruntled fans attending the games and liaised with the Canadian police force when needed. I maintained a log of daily events and ceased banned items and ensured the safety of my team members at all times.

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  Storefront.com

  May 2010 - Sept 2010

  Network technician

  - Monitored and maintained the internal and external networks using IP monitor, VSphere and RDC.- Performed website functionality testing and error checking for our clients- Completed reports on system stability with proposed solutions to found errors.- Preformed product testing and error checking.- Carried out product maintenance and addressed errors- Provided level two support to clients.- Optimum trouble shooting and problem solving abilities developed.

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  IBM

  Jan 2011 - Apr 2017

  I worked on the WebSphere Commerce team within IBM. WebSphere Commerce is an e-Commerce Application which allows clients to build and customize there storefront quickly and effectively. My main role on the Commerce team is troubleshooting and debugging client issues. I focused on performance related issues like High CPU, JVM issues, OOM and DB issues. Here's a brief selection of what my role involved:- Determining the customers needs and business requirements to ensure a valuable solution which will lead to full customers satisfaction.- Investigating and analyzing logs and providing advice and consultation based on findings- Working with our developers towards finding the best resolution to satisfy customers needs within our scope of support- Handling conference calls with business partners and business users to progress hot situations towards resolution. Show less

  • WebSphere Commerce L2 Support Engineer

    Mar 2013 - Apr 2017

  • Software engineer

    Jan 2011 - Mar 2013
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  Salesforce

  Jul 2017 - now

  Managed a team of 13 support engineers supporting our EMEA and WW customers. Monitored and Analyzed case metrics and led changes to reduce ticket volume and improve performance. Oversaw personnel recruitment selection, training, recognition and discipline within the team and evaluated performance.Identified, developed, and improved Standard Operating Procedures within the team.Conducted bi-weekly staff meetings and delivered bi-yearly performance reviews.Provided mentoring and leadership to staff, conduct staff performance reviews and create individual staff development plan as needed.Responsible for ensuring performance metrics are achieved within SLA. Show less

  • Senior Manager

    Feb 2024 - now

  • Marketing Cloud Engagement - Technical Support Manager

    Mar 2023 - Feb 2024

  • Pardot EMEA Support Manager (Marketing Cloud Account Engagement)

    Mar 2020 - Feb 2023

  • Senior Success Engineer ( Tier 2) Salesforce Marketing Cloud Developer Support

    Aug 2018 - Mar 2020

  • Success Agent at Salesforce Marketing Cloud

    Jul 2017 - Mar 2020