Barry Conroy

Experience

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  Zenith Solutions Ltd.

  Nov 2000 - Sept 2001

  Web Developer

  Involved in developing innovative shopping cart websites for small to medium sized Irish companies.Used Microsoft Interdev with ASP and JavaScript to develop pages on individual projects as part of a project group. Designed a generic project draft to be used for any prospective client as an example of what a shopping cart website would entail.Wrote back end SQL algorithms in SQL server through ASP

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  Apple

  Oct 2001 - Apr 2005

  AppleCare Tier 2 Service Desk Support Engineer

  I worked in Apple Computers as a Tier 1 Service Desk support Engineer almost 2 years, before being promoted to a Tier 2 Service Desk Support EngineerAs a Tier Two Service Desk Support Engineer my main duties included:Working as part of a team supporting all Tier 1 Engineers and escalations from customers.Interfacing between Customers and Engineering on safety issues.Ensuring that all calls in my queue were updated and customers were contacted on a regular basis to ensure issues were resolved.Continued appraisal of procedures/processes within the Tier 1 & 2 IT Service Centre to achieve improvements in service overall.Work with Engineering support teams to gain full understanding of changes to current technology or applications and toimplement these changes. Cascading information to Tier 1, thus introducing first level first time fix of said technology or applications.Learning about new technologies.Through hardware training & certification understanding & troubleshooting issues more dynamically.Providing instant message support to users within the organization.As a Tier One Service Desk Support Engineer my main duties included;Gaining a vast amount of technical knowledge to resolve problems as a firstLine service to customers.Training various new staff members on all the relevant processes and knowledge needed to complete a Tier 1 role.Work towards achieving KPI’s on first time fix, abandoned calls, maximum wait time, maximum talk time.Continuous appraisal of procedures and processes within the Tier 1 Service Desk to achieve improvements in service.Provide Technical support to customers. Diagnosing hardware issues and booking repairs and dispatching partsUsing the Vantive and PeopleSoft CRM applications for recording all queriesBeing courteous and professional to every customer Working well in a team based environment Show less

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  Dell Technologies

  Apr 2005 - Jun 2022

  The role while extremely customer focused also requires effective management of all customer escalations. On top of the tactical operations I form part of the EMEA Leadership team and assist in developing the EMEA Avamar Support strategy and direction.Responsible for managing senior level 2 technical support teams across sites through cross-functional and regional partnerships with the frontline support team and management.Enable the business to scale while improving key performance indicators impacting their efficiencies and improving overall customer experienceResearches, recommends and implements support technology and process improvements to reduce overall costs & increase low effort for our customersDirects the efforts of others in the achievement of the strategic and operational objectives of the groupOversees real-time management, staffing level requirements, forecasting and workplace schedulingResolves operational issues and oversees Customer EscalationsMonitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service Show less Manage team of support personnel to provide front line support to Dell EMC's customers. Accountable for operational results of the team through performance standards/KPI's/customer satisfaction measurements.Serves as primary liaison with other higher level managers, internally and externally, to ensure that we anticipate and meet internal and external needs, operates efficiently, remains cost effective and acquires appropriate information to meet customer needs and generate accurate reports. Ensures that upper level management is aware of issues regarding programs, projects, products and customers. Improving existing service offerings through the development and monitoring of key operational and performance metrics to measure business performance and drive reporting activities. Measuring performance of the organisation against agreed strategic and tactical operational metrics. Show less Supervises the activities of individual contributors as EMC Customer support technicians in my department within Global Technical Support. Oversees activities of individual contributors who perform technical support responsibilities on-site or via telephone when first line product support in the field has failed to identify or fix equipment or software issues. Manage day-to-day operations for EMC's multilingual Voice Initiated Calls (VIC) team.Responsible for the scheduling, staffing, management and development of employees in my assigned area.Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures.Help develop, implement and optimize EMC's CST processes.Accountable for operational results in terms of expenses, budget, performance standards/metrics, customer satisfaction and employees. Oversees the coordination, administration and execution of technical support programs, products, projects, process, performance metrics/standards for my department including call volume and agents using real time reports. Coach and develop employees through historical call statistics and CST matrices.Act as an escalation point for EMC's internal and external customers and EMC Management. Show less I worked as direct line manager to two licensing and one Install base teams. These teams look after the Software activations and data capture of EMC's BRS and IIG softwares in EMEA. The BRS and IIG install base is utilised by our Maintenance Renewals Sales team to build their renewals quotes.Provide regular reports and metrics to senior management on the teams individual and collective performance.Chair weekly team meetings and provided weekly feedback in management meetings.Set quarterly goals for team members and completed annual performance appraisals for each of the team.Monitoring and maintaining individual and team competencies.Coach individual team members with their career development plan.Plan, execute and finalize projects according to deadlines.Define project scope, goals and deliverables that support business goals in collaboration with senior management.Collaborate with Account, Channel and Product managers to manage and ensure that Software Operations EMEA are meeting internal and external KPIs and SLAs, operating efficiently, cost effectively and acquiring appropriate information and knowledge to meet our customer needs.Lead quarter end meetings co-coordinating with Sales, Maintenance renewals, Sales Operations and internal back office teams such as Global Revenue Operations and Fulfillment ensuring maximum revenue recognition. Proficient in ERP systems including SAP, Oracle 11.0.3 and 11i. Salesforce.com.Proficient in CRM systems such as Moxie NetAgent and Flexera SubscribeNet. Strong MS Office knowledge Show less Managed the Maintenance Contracts Organisation team of 15 individual contributors, two of whom I managed remotely as they worked in other EMEA countries.Role of team was to provide clean and detailed renewal quotes of customers Install Base to our sales renewals account management team across EMEA.Provided regular reports and metrics to senior management on the teams individual and collective performance.Chaired weekly team meetings and provided weekly feedback in management meetings.Set quarterly goals for team members and completed annual performance appraisals for each of the team. Show less Led day to day running of the BRS & IIG Software Operations teams. Handled all customer and management escalations and drove to a resolution. Assigned work to each of the team members and chaired weekly staff meetings. Provided feedback to management on team members individual performances.Train & advise customers on web based e-licensing,Powerlink functionality, usage and problems when they arise.Act as primary contact for key customers and partners assisting them in navigating the organisation resolving any licensing related issues.Liaise with other departments Worldwide to ensure that levels of customer service are maintained. Show less My day-to-day functions included the following;Process Installed Base ChangesAdd any missing LE IB records that exist in the Legacy Legato Oracle 11i system but do not exist in the EMC 11i Oracle Install Base.Handle Part Number Change (PNC) Obsolete RequestsGenerate Oracle Installed Base ReportsTest all Oracle Report and database functionality changes/enhancementsAssisted in the testing of new reporting functionality and new Oracle application enhancements, modifications and changes.Research and fix certain data issues, which prohibit Oracle Quotes from being approved and converted to Active Contracts.Account clean up & consolidation Worked with Support Sales, Inside Sales and licensing to cleanup Partner/End-User and Premier customer data. Provided user support across all of the International Software Operations team for any IT issues,Oracle, Outlook etc. and log tickets either myself via the technicians portal in Peregrine or directly with the IT Helpdesk if the issue proves to be a system issue that requires a bug fix or whereby the system needs improvement.EMC Oracle Quote To Cash Project Power User Q1 and Q2 2006During the first half of 2006 I was a Super User for the Quote To Cash project for the Global Revenue Operations team here in Cork. My responsibilities included; First point of contact for end users Know design in detail (solution experts) Perform local testing Deliver and Support training (includes review of training material) Audience Analysis (Identify end users and system access they require) Participate in Business Simulation planning and execution Participate in local Production Support and Stabilization Coordinate and deliver local communications Resolve local issues and escalations (understand and help prioritize local issues) Provide local logistical support Show less

  • Senior Manager Enterprise Technical Services

    Dec 2018 - Jun 2022

  • Technical Support Manager, Dell EMC Technical Support Services

    Nov 2015 - Dec 2018

  • Supervisor, CST team, EMC Technical Support Services

    Feb 2013 - Nov 2015

  • Supervisor, Software Ops,Global Business Services

    Jan 2010 - Jan 2013

  • Supervisor, GBS MCO Team

    Jun 2009 - Jan 2010

  • Team Lead, GBS Software Operations

    Jul 2008 - Jun 2009

  • Senior Data Quality Analyst, GBS Software Operations

    Apr 2005 - Aug 2008
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  NetApp

  Jun 2022 - now

  Senior Manager EMEA Technical Support