Gerard Crowley

Experience

• 

  Topaz Energy Ltd

  Jun 2006 - May 2012

  Sales Assistant/Forecourt Attendant
• 

  Johnny Farinas

  Jul 2012 - May 2013

  Line Cook
• 

  Zurich Insurance Company Ltd

  Nov 2013 - now

  - Fostering relationships with key stakeholders in the business and acting as a relationship manager/escalation point for ID Admin activities for Zurich Insurance UK (8,000+ users)- Delivering and presenting the monthly IAS Dashboard to the local Service Executive and discussing any concerns for the previous/upcoming month- Within a month of being made Supervisor our SLAs improved and appeared green across the board for the first time on the monthly Dashboard- Setting yearly team objectives, conducting performance reviews and contributing performance feedback for a team of 6 analysts- Hosting regular service improvement calls with the service desk, as well as driving service improvements, tracking ticket quality and highlighting any other issues with their service.- Managing day-to-day operational effectiveness including offshore staff augmentation team- Improving team motivation & morale via frequent team meetings, consistent 1-1’s and fostering open communication- Hosting regular calls with the DXC SecOps team. This involves working through daily operational issues, clarifying/improving processes and addressing any concerns from either side Show less - ID admin POC for several crucial projects including LDC Proxy Migration, W2K Server Migration and Remedy to ServiceNow Migration- Responsible for managing the queues and ensuring all request are completed within the agreed 4 hour break/fix and 2 day request SLA- Updated documentation including global working instructions and service books- Trained and developed new team members- Collection and collation of evidence in preparation for and as part of audit assistance and remediation activities Show less

  • Identity and Access Services Manager

    Feb 2018 - now

  • Security Operations Supervisor

    Jun 2015 - Feb 2018

  • Senior Security Operations Analyst

    Nov 2014 - Jun 2015

  • Security Operations Analyst

    Nov 2013 - Nov 2014