Ian O'Malley

Experience

• 

  Stop & Shop

  May 2011 - Aug 2012

  Assistant Supervisor

  Operated point of sale devices, managed phones, balanced cash drawers, managed shifts, and handled customer service issues

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  Hofstra University

  Aug 2012 - May 2014

  Help Desk Analyst

  Tier 1 analyst at the campus faculty computing services walk-in center dealing with faculty face to face, as well as on a hotline in a call center office

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  Mick Management

  Sept 2014 - May 2015

  Intern

  Office administration and distribution logistics, compiling data from Next Big Sound and Sound Scan reports into spreadsheets for analysis, and social media posting and analytics for the Mick artist roster

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  Live Nation Entertainment

  Jun 2015 - Dec 2015

  Clubs and Theaters Intern

  Worked directly with the marketing think tank for both Irving Plaza and Gramercy Theatre, developed ad campaigns, completed Google AdWords and Citizen Net social media campaigns, and facilitating promotion

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  Nonesuch Records

  Feb 2016 - Jun 2016

  Intern

  Responsible for packaging and organizing physical product and assets, long-term website redesign, advising on content creation, and handling time-sensitive material at the historic label

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  Sears

  Jun 2016 - Jun 2017

  Part-Time Hardlines Sales Associate

  Responsibilities included helping the Hardlines Department – which included Tools and Lawn and Garden – in meeting various monthly sales goals, handled numerous customer service issues, and educated customers on the products available in the department and helping them to select the best choice to suit their needs.

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  Precision Document Solutions

  Sept 2016 - May 2022

  Manager for 20+ analysts across all US time zones that staff a 24/7/365 help desk and dispatch operation supporting major healthcare organizations; directly responsible for customer satisfaction, SLA fulfillment, escalation response, process improvement and documentation, hiring and training, and serving as a technical liaison for API integration projects. A specialized role that helped to standardize corporate processes across small teams in client environments that – by definition – develop a level of specialty. Involved cross–continental direct reports, travel obligations, and enhanced accountability for several clients. Responsible for the 24/7 team meeting incredibly tight Service Level Agreements in a timely and organized fashion for the entire PDS client base nation-wide. Also a part of a new on-site team navigating the transition for New York Health + Hospitals Corporation to full managed print services coverage.

  • National Help Desk Manager

    Jan 2020 - May 2022

  • Embedded Help Desk Manager

    Jul 2019 - Jan 2020

  • Remote Dispatch Help Desk Tech – Team Lead

    Sept 2016 - Jul 2019
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  DeepTech, Inc.

  May 2022 - Aug 2022

  Information Technology Technician

  Technician handling T1/T2 tasks for both PC and macOS environments for a diverse portfolio of clients. Responsibilities included:- Completed administrative tasks in AD, Azure AD, Microsoft 365 EAC, Google Workspace Admin, Multi-Factor Authentication platforms, among others- Provided direct end user support for clients across portfolio both on-site and remotely- Completed remote and on-site troubleshooting of various workstation issues, as well as proactive maintenance- Contributed to and collaborated with others on the improvement of existing documentation, in addition to net new articles for the knowledge base- Responsible for numerous tasks in the provisioning and shipping departments Show less

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  Pio

  Aug 2022 - now

  Customer Success Specialist
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  AutoStore™

  May 2023 - now

  Technical Support Specialist