
Jack Connaughton
IXp Intern in Cloud Product Support

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About me
IT Managed Services Engineer at ITM Tech
Education

Northumbria University
2017 - 2017Erasmus Study Abroad Program Subjects included:Digital and Data Driven Marketing, Markets and Customers Marketing Communications

National University of Ireland, Galway
2015 - 2019Bachelor's degree Business Information Systems 1st Class Honors (1.1)This four-year degree programme examines the use and management of technology in business environments. The programme is fully accredited by EPAS.* It mixes business subjects such as Accounting, Economics and Marketing with technology focused subjects such as Databases, Systems Analysis and Networks. It provides knowledge and skills in traditional business organization and management together with skills and abilities in the enabling and underlying technologies on which organisations are… Show more This four-year degree programme examines the use and management of technology in business environments. The programme is fully accredited by EPAS.* It mixes business subjects such as Accounting, Economics and Marketing with technology focused subjects such as Databases, Systems Analysis and Networks. It provides knowledge and skills in traditional business organization and management together with skills and abilities in the enabling and underlying technologies on which organisations are becoming more reliant.*EPAS accreditation is by the European Foundation for Management Development and confers that the BSc. BIS meets the highest international standards for management education. Show less
Experience

SAP
Jan 2018 - Dec 2018IXp Intern in Cloud Product SupportAs a Support Associate/Engineer internship I am responsible for assisting our customers by troubleshooting issues, and providing solutions for reported incidents. My role combines post go-live customer support and/or system administration.Duties & Responsibilities:• Analyze the incident, research solutions and provide solid answers easily understood by customers • Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels • Document solutions to known issues and consulting questions • Develop technical solutions to be posted to both internal and external knowledge base • Liaising with Development & Field Teams to identify bugs and missing product functionality for future releases • Liaising with product management to identify and report bugs. • Document issues in a CRM system and defects in our engineering tracking tool • Act as a liaison between our Product Management and Engineering teams • Collaborate with other employees by providing important customer feedback, process-improvement suggestions, new troubleshooting tips and other actions that involve improving our product Show less

Commonwealth Care Alliance
Jul 2019 - Jun 2020IT Help Desk Support Specialist
St. Johns Hospital
Jul 2020 - Jul 2022IS (ICT) Technical Support Officer
ITM Tech
Sept 2022 - Feb 2024IT Managed Services EngineerDeparted due to move to Perth, Australia
Licenses & Certifications
- View certificate

98-367:MTA: Security Fundamentals
MicrosoftFeb 2022 - View certificate

Microsoft 365 Certified: Fundamentals
MicrosoftDec 2023 - View certificate

Pre Security Learning Path
TryHackMeDec 2021 - View certificate

CompTIA Security+ ce Certification
CompTIAFeb 2022
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