Gerry Murray

Experience

• 

  HSE

  Jan 2002 - Dec 2004

  Support Engineer

  Support technichan based in Monaghan General Hospital. Troubleshooting and supporting IT infrastructure for HSE clients in Monaghan Town and County.

• 

  Image Group

  Oct 2006 - Aug 2013

  Senior Engineer

  Image IT Group is the leading IT and Telecoms services and support provider to SMEs and education sector in the north east. Responsibilities include;•Leadership: Managing all aspects of IT Service delivery for the business. Leading and managing the IT Service Team. Monitoring and reporting on the performance of service delivery to the Managing Director. Deal directly with sub-contractors and third party service vendors.•Planning: Project planning and management of new hardware installation projects. Scheduling customer site visits and hardware installations. Plan the introduction of new products and solutions.•Monitoring: Respond to alerts from customer servers in Gfi Max remote monitoring dashboard. Check backup reports and troubleshoot any failed backups. Monitor ticket queues in Autotask and respond to service requests. Distribute tickets to other team members and contact third party service vendors as required. •Reporting: Attend weekly operations planning meeting and report to Managing Director on ticket metrics. Generate contract usage reports in Autotask for Sales Department. Discuss Gfi monitoring statistics reports with customers.•Presenting / Training courses : Delivered new product presentations to customers. Developed and lead internal training on various topics for support engineers Show less

• 

  Kaseya

  Aug 2013 - now

  Responsible for the day to day management of the Kaseya Dublin Support Team. High level troubleshooting and support for Kaseya Products.

  • Support Manager

    May 2015 - now

  • Support Specialist

    Apr 2015 - May 2015

  • Support Engineer

    Aug 2013 - May 2015