Gered Hickey

Experience

• 

  Tesco Mobile

  Dec 2009 - Feb 2010

  Sales Representative
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  CPM Ireland

  Jan 2010 - Mar 2010

  Field Sales Executive
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  Counduit Ireland

  Mar 2010 - Dec 2010

  Telesales Executive/Customer Support
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  O'Neills Bar and Restaurant

  Jan 2011 - Sept 2012

  Barman
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  Campus Oil Ltd

  Jan 2011 - May 2011

  Customer Service Executive

  I was responsible for taking mostly inbound calls, of which the majority were orders but there was also a high emphasis placed on customer service/support. If a customer had an issue we were expected to try to our fullest extent possible to solve the issue.I was also asked to make outbound calls to customers who had previously ordered but not recently, so as to try and generate business and also promote the company within these calls.My target was a 40% conversion rate on inbound calls as well as a minimum volume of product sold. Show less

• 

  The House That Jack Built

  Jan 2012 - Jan 2013

  Barman

  Here I was one of two main barstaff. I was employed in a supervisory role and given extra duties such as opening and closing the bar, maintaining stock levels and counting cash at the end of the night. I believe that these responsibilities highlight my trustworthiness and also compliment my strong work ethic.

• 

  Rigneydolphin

  Aug 2013 - Apr 2015

  • Lead and motivated a team within a call centre environment• Fully participated in the team’s goal of delivering first class customer service• Ensured that the agreed service levels for clients were met at all times• Implemented quality control procedures in conjunction with Quality Team to ensure process adherence and delivery of quality service• Managed the deployment of people & resources to ensure the teams were manned at all appropriate times & customers received prompt attention• Managed the implementation of change initiatives while maintaining service levels and the highest levels of employee morale and productivity• Identified training and development needs within the team and worked with Customer Service Representatives to ensure continuous growth and development in role• Coached and developed team members to required standards• Performance managed team members to ensure delivery on defined KPI’s in line with organisational policies and procedures• Conducted daily and weekly analysis of reports which assessed the departments performance & identified corrective action plans where required (stats, quality, staff churn & attendance)• Contributed to the continuous improvement of customer service across the site • Ensured timely and effective two-way communication of strategic and operational messages to teams• Acted as escalation point for customer issues, where required• Complied with all security requirements identified under ISO 27001• Liaised with clients on a regular basis Show less

  • Team Leader

    Apr 2014 - Apr 2015

  • Customer Support Representative

    Aug 2013 - Apr 2014
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  Apple

  Jun 2015 - Feb 2016

  IOS T1 Technical Support Advisor

  Provided first level support for end users of iOS and OSX devices.Performed troubleshooting for any issues and identified the correct procedures to follow to resolve issues.Assisted customers with initial set-up of devices as well as backing up and restoring from backups.Provided information and demonstrated in-depth knowledge of all aspects associated with the software/hardware.Identified when customers needed an appointment with a technician to repair device and book appointment if necessary. Show less

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  Workday

  Jul 2016 - Jul 2021

  Develops and executes security controls, defenses and countermeasures to intercept and prevent internal or external attacks or attempts to infiltrate company email, data, e-commerce and web-based systems. Researches attempted or successful efforts to compromise systems security and designs countermeasures. Maintains hardware, software and network firewalls and encryption protocols. Administers security policies to control physical and virtual access to systems. Provides information to management regarding the negative impact on the business caused by theft, destruction, alteration or denial of access to information and systems. Show less Built/Imaged laptops for New Hires and supplied all peripherals/equipment as needed.Maintained company critical services such as Active Directory, LDAP, RSA, Virtual Desktop, Office365 Suite and Video Conferencing systems.Deployed software licenses and maintained license database.Provided in-house help-desk support and support for colleagues overseas in various offices in EMEA Region.Provided in-depth support for both Mac OS X and Windows devices.Managed workflow effectively and identified priority tickets.Averaged ticket close rate of 11/day. Show less

  • Senior Associate Security Operations Analyst

    Apr 2018 - Jul 2021

  • Associate Security Operations Analyst

    Mar 2017 - Apr 2018

  • IT Service Technician

    Jul 2016 - Feb 2017
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  Geredhphoto

  Jun 2018 - now

  Photographer / Videographer
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  GoFundMe

  Aug 2021 - now

  • Senior Information Technology Administrator

    Mar 2024 - now

  • Information Technology Administrator II (EMEA)

    Aug 2022 - Mar 2024

  • Information Technology Administrator

    Aug 2021 - Aug 2022