Denis O'Brien

Experience

• 

  BT

  May 1999 - Oct 2010

  • KSOR dealing with immediate issues, Clarify cases (faults), queries and requests through the team mailbox and calls from customers mainly relating to the shared areas we support..• The creation and maintenance of shared areas which included working with NetApp filers DSF creation and Active Directory work. Monitoring to ensure quotas are not exceeded and redundant areas are removed.• The implementation of personal storage quota increase and the maintenance of the back-up areas for webtop worldwide. • The migration of data from other domains to our iuser domain. Show less • For 4 years I worked within this team. Dealing mainly with active directory but previously covering all areas of NT work from individual users, creation of shared drives to the building and maintenance of servers. • This role called for rapid response in delivering solutions to the various challenges that arise from day to day across the many sites the team are responsible for.• During my time within this team I dealt with external suppliers and where I was one of two responsible for technical support at three remote sites where campaigns were established. • In this scenario it was essential to maintain a good working relationship with the customer as the campaigns were located a long way from my location and where possible work had to be carried out remotely. Show less

  • Enterprise Data Platforms Support

    Jan 2006 - Oct 2010

  • Active Directory Team (previously Client-server)

    Jan 2001 - Jan 2006

  • IT Technician

    May 1999 - May 2001
• 

  BT

  Jan 2011 - Mar 2014

  IT Technician

  • To provide first level support to BT TSO customer base to ensure continued operational effectiveness whilst minimising the impact on the customer facing operation and BT Retail’s customer base. • To act as a single point of contact for your site as well as an ambassador for BT Operate at all times. A focal point for any issues both internal and external to the team.• Positively live the BT Values, working to deliver an excellent customer experience in line with BT’s objective of becoming number 1 for customer service.• Deliver results efficiently in a highly organised and structured environment.• Know what standards are expected and receive support, guidance and coaching feedback in a positive way.• Take responsibility for personal & team performance and commit to development plans that increase their contribution to the business.• Support to local teams and customers.• The successful decommissioning of over 100 servers, and racks Show less

• 

  Reel Memory Productions

  Apr 2014 - Apr 2015

  Sole Trader

  • 2014 – 2015 Self employed Videographer• Working as a sole trader to provide video productions for the individual• Shooting editing and authoring Blu Ray, DVD and digital media recordings of special events such as Weddings, corporate video and special event productions.

• 

  Durham University

  Nov 2015 - Jul 2017

  IT Field Analyst

  • November 2015 Desktop Support Durham University• To provide first level support to University customer base to ensure continued operational effectiveness whilst minimising the impact on the day to day operation. Support covers a variety of sites, operating systems and applications also including AV support.

• 

  Advanced

  Sept 2017 - Apr 2018

  Customer Support Analyst

  Support Of Financial Accounting Software

• 

  Northumbria Healthcare NHS Foundation Trust

  Aug 2018 - Apr 2019

  Agile Support Analyst

  Mobile Device Support. Mobile device configuration and ongoing support for IOS and Android.

• 

  Durham University

  Apr 2019 - now

  Field Team Analyst