Dara O Donovan

Experience

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  Stryker

  Jan 2008 - Jan 2009

  Production Team Member

  Main responsibility in this position was building and producing Stryker products for use in the surgical field. These had to be produced with the quality of the product being paramount. Service to the customer and patient was of the utmost importance while also reaching daily targets.

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  Carphone Warehouse

  Mar 2010 - Jan 2013

  Customer Consultant

  Duties & ResponsibilitiesExceptional Customer Service Passionate about TechnologyEnsure Quality & StandardsDrive for SuccessSkills & Experience. A thirst for technology . An ability to learn new information quickly. Excellent communication skills. Confidence. An engaging and friendly approachMain responsibility in this position is customer service. Ongoing learning of mobile phones, laptops and broadband is constant as well as keeping updated with all network tariffs, plans and prices while reaching weekly targets. Dealing efficiently and effectively with customers and making sure they leave satisfied is extremely important. Cashier duties and cash handling is also carried out on a daily basis as well as opening and closing the store. Meno dettagli

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  Glanbia

  Jan 2013 - Jan 2015

  Ensure that all requests from customers are handled promptly and effectively, ensuring agreed SLA's are met.For all requests that cannot be directly resolved, provide an effective interface at the highest level between customers and service providers; ensuring that priority setting and escalation procedures are applied effectively.Improve efficiency and effectiveness by identifying, evaluating and implementing ideas for continuous improvement in service delivery and process efficiency.Build and maintain knowledge bases for end users and IT Service Desk team.Produce weekly and monthly performance and statistics reports on LANDesk incidents and Avaya Contact Centre.To ensure the highest quality of customer care and 1st line troubleshooting for internal customers and end users.Liaise with IT Manager and assist with Recruitment Processes as required.Support high performance by developing and appraising the performance of team members, including 1-1s, evaluating team members through PDP's (Personal Development Plan)and providing constructive feedback.Promote Teamwork Meno dettagli Duties includeLogging all calls onto the dedicated Service Desk database.To process service requests in a prompt and efficient manner.Escalate calls to the appropriate team or service partners when necessary, ensuring good transfer of ownership.To liaise with the IT Service Desk Manager and Client ensuring they are kept updated with key information.1st line trouble shooting IT related calls.Manage tasks ensuring that service level agreement and key performance indicator are met.Monitor and ensure outstanding calls are dealt with within the set timescales.Maintain the statistics and ensure the Service Desk database is up-to-date.Assist with operational and client reporting information.Assist in User Administration and SecurityCarry out any other IT admin related duties as issued by the IT Support ManagerPersonal QualitiesFocused on and driven to provide the highest quality of customer service.Highly developed spoken communication skills.Good written communication skills.Flexibility to cover opposite shift patterns.Commitment to provide a high quality and professional service.Ability to work as part of a team or to work unsupervised and take responsibility for the completion of tasks.Ability to prioritise work tasks.Adaptable and flexible in approach to work.Effective problem solving skills.Ability to remain calm under pressure. Meno dettagli

  • Team Lead - 1st Line Technical Support

    Apr 2014 - Jan 2015

  • Technical Support Level 1

    Jan 2013 - Apr 2014
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  Dairygold Co-Operative Society Ltd

  Jan 2015 - Jan 2016

  IT Support Engineer

  Key Responsibilities include:Working as part of the support team responsible for performance and quality of the underlying infrastructure.Ensuring all calls to the Clients Helpdesk are dealt with efficiently and promptly.Tracking, control and escalation of ongoing technical and user support issues as part of IT team.Manage the identification and resolution of problems from incident data, carrying out PSE's when necesary.Challenge existing policies and practices, offering an alternative solution,Maintaining work instructions and the IT Knowledge Base.Management of licensing requirements for software and hardware services.Computer Hardware and OS.Mobile Device Management and iPhone repair.Maintain home drives and file shares.Perform backups and restores using commvault and avamar when required.Provide technical direction to the team membersEngage in technical projects where required.Administration on a cloud based security e-learning portal.Provide weekly reports to the Technology Manager as part of continious improvement.Ensure agreed Service Desk SLA's and OLA's from 3rd party suppliers are adhered to.Continuously strive to improve the service delivery to the clients business.Proposing and implementing permanent fixes for repeating issuesIdentify Call trends and put in place processes to address. Meno dettagli

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  Gowling WLG Canada

  Jan 2016 - now

  • Information Technology Support Supervisor

    Mar 2017 - now

  • Helpdesk Support Technician

    Jan 2016 - Feb 2017