Pat Connolly

Experience

• 

  Dell

  Jan 1993 - Jan 1996

  Manufacturing Engineer

  Created and managed a centralised parts list for the Service logistics group, using Microsoft Access, Visual Basic and SQL code

• 

  Ericsson

  Jan 1997 - Jan 1997

  Product Engineer

  Designed a Battery Rack and Safety Cover for use with Vodafone RBS 2022 units, producing AutoCAD drawings for the battery rack and safety cover. Documented the installation process, and the test procedure for the RBS 2022 unitsKey Skills: Autocad; Project Management

• 

  Forensic Technology

  Jan 1998 - Jan 2012

  Provided a technical / analytical function to the Marketing group, delivering cost benefit analysis, identifying synergies / opportunities, and working on special projects.Key Skills: Oracle SQL; Oracle BI Discoverer; CBA; Forensic Ballistics; Data Analysis Working for the Global Customer Service Group, provided technical leadership & problem management skills, translated customer requests / requirements into new feature propositions for Product EvolutionKey Skills: ITIL / ITSM; Customer Care; Oracle SQL; Linux RedHat; Data Analysis; Electro / Mechanical; Forensic Ballistics; Windows NT / XP; In this hybrid role, had responsibility for the management of the Dublin office coupled with a technical / supervisory role focused on the resolution of reported incidents within the agreed customer SLA Key Skills: ITIL / HEAT; Customer Care; Recruitment; People Management; Facilities Management; Budgeting; Logistics, Cost Benefit Analysis Handled escalated incidents from 2nd Line Support analysing for root cause and implementing corrective action, participated as member of the company recruitment board, and delivered training and methods documentationKey Skills: Knowledge Transfer; Recruitment; Oracle SQL; Linux (RedHat); IRIX (SGI); Forensic Ballistics; Electro / Mechanical Established processes and procedures for the newly formed Global Customer Service team, defining support specialist job descriptions, providing technical leadership to the team and reviewing complex incidents to determine the root cause and fixKey Skills: Process Engineering; Oracle SQL; Linux (RedHat); IRIX (SGI; Electro / Mechanical; Forensic Ballistics Supported all aspects of the manufacture of the IBIS product, performed on site installations, provided remote and on-site after sales supportKey Skills: Networking TCP/ IP; Electro / Mechanical; UNIX SGI; Windows NT 3.51; Vendor Relationships; Logistics

  • Business Analyst

    Jan 2011 - Jan 2012

  • GCS Technical Lead

    Jan 2009 - Jan 2011

  • Office Manager / International Support Coordinator

    Jan 2006 - Jan 2009

  • Third Level Support Expert

    Jan 2004 - Jan 2006

  • GCS Technical Authority Leader

    Jan 2001 - Jan 2004

  • Product Support Engineer

    Jan 1998 - Jan 2001
• 

  Salesforce.com

  Sept 2012 - now

  Change / Problem Manager