Alan O'Sullivan

Experience

• 

  University College Cork, Ireland (UCC)

  Jan 2005 - May 2007

  IT Helpdesk Administrator

  Key Responsibilities- IT Support: Assisted students with Microsoft Office queries along with diagnosing issues with their laptops and peripherals - Network Troubleshooting: Remotely spoke to students in relation to network login errors, access to college websites and wireless network connectivity.- Security Management: Ensured student laptops were patched with the latest Antivirus and Windows updates before registration to the college's wireless network was permitted - Printer Support: Restock empty printer trays, resolve paper jams, replace empty toner cartridges and stalls in job queues Show less

• 

  Intel Corporation

  Apr 2005 - Mar 2006

  System Engineering Intern

  Key Responsibilities:- System Engineer: Tested the validity of upgrading Intel's PDA management system against a cost effective competitor, ensuring findings were documented and presented- Database Development: Worked in a team of four programming the SQL database for a departmental financial tracking tool using Microsoft SQL Server 2000.- Image Deployments: Ensured all technical training rooms were configured with operating system and software configurations for scheduled classesKey Achievements:- Awarded on two occasions for my involvement in risk taking and innovative projects for Intel Show less

• 

  Dairygold Co-Operative Society Ltd

  Nov 2007 - Oct 2009

  IT Infrastructure Support Administrator

  Key Responsibilities- Infrastructure Management: Part of a team of four managing and maintaining the Dell server, Cisco networking, RSA security and CommVault backup infrastructure- Backup Administration: Managed all functionalities within CommVault and ensured offsite copies were stored securely for disaster recovery restorations- Security Patch Management: Ensured all infrastructure was analysed regularly and vulnerabilities were patched using Shavlik Management Software.- Project Management: Lead a team of Cork IT interns in restructuring the Microsoft Sharepoint site design, security and underlying infrastructureKey Achievements- Reduced backup tape expenditure by analysing and reconfiguring backup schedules and policies- Migrated the Helpdesk Ticketing System to the Vivantio cloud platform and ensured all staff received training Show less

• 

  Dell

  Nov 2009 - Nov 2014

  Key Responsibilities- Ownership of high-impact and technically complex customer escalations- Ensured contractual service support requirements were understood, managed and delivered through effective expectation management- Coordinated and produced formal documentation for major escalations, such as summary reports, post-incident/root cause reports and analysis reports- Case management covering technical troubleshooting, resource co-ordination and dispute resolution on an incident by incident basis- Control of internal and external communications during a service engagement to make sure all parties were kept appropriately up to date- Collaborated with wider Regional (EMEA, ABU, or APJ) and Global Services network to ensure best practices were in use at all times- Drove all required Success Factors, Key Performance Indicators and provided Root Cause Analysis and feedback as needed- Controlled and reduced escalations, both executive and non-executive by engaging proactively on identified cases and owning as required Show less Key Responsibilities- Quality Assurance: Championed a quality customer-focused technical support delivery to a team of sixteen technical support agents- Case Management: Daily case load analysis ensuring assignment of all pending cases were actioned promptly and contributed technical advice to reduce case resolution time- Statistical Analysis: Daily auditing and management of team KPI's such as case loads, repeat dispatch rates and customer satisfaction surveys- Support Assistance: Assisted technicians with technical escalations on support engagements- Escalation Management: Ensured high impact support requests were escalated appropriately to resolution managers and subject matter experts- Technical Writing: Contributed technical articles to the Global Technical Support Knowledge Base and established cheat sheets for reoccurring technical issues and resolutions- Coaching: Regular 1:1 training of call handling skills, troubleshooting techniques and call logging proceduresKey Achievements- Departmental Silver Award for implementing new call logging practices and for assisting technicians to resolve customer's business critical issues- Departmental Bronze Award for exceeding KPI targets in three consecutive quarters Show less Key Responsibilities- Technical Support: Worked in a team of fifteen providing storage, networking and cloud appliance support for the UK and South African markets- Coaching: Provided technical training and call handling best practices to new techniciansKey Achievements- Consistently exceeded departmental KPI targets- Multiple customer recognitions due to excellent standard of technical support- Awarded the highest rating available in my End of Year Reviews for 2011 and 2012 Show less Key Responsibilities- Technical Support: Part of a team of eighteen technicians providing server and backup solution support for the UK and South African markets- Knowledge Sharing: Contributed several technical articles to the Global Technical Support Knowledge BaseKey Achievements- Technician of the Month in August 2010 for consistently high customer support performances, assisting colleagues and exceeding KPI targets- Team Recognition Award for outstanding customer survey performance in Q4 2009 scoring 96%.- Presented with one of the highest ratings awarded in my 2009 End of Year Review Show less

  • Technical Account Manager

    Jun 2014 - Nov 2014

  • Quality Assurance Technical Lead

    Jan 2013 - Jun 2014

  • Enterprise Storage & Networking Support Technician

    Jan 2011 - Jan 2013

  • Enterprise Server Support Technician

    Nov 2009 - Jan 2011
• 

  Arvato Financial Solutions, Global F&A

  Nov 2014 - Aug 2015

  Senior Infrastructure Engineer

  Key Responsibilities- Infrastructure Management: Managed and maintained the physical and virtual IT Infrastructure- IT Support: Tracked trouble ticketing system and promptly provided client assistance- Infrastructure Architecture: Designed and deployed a new Microsoft Hyper-V cluster consisting of HP servers, IBM Fibre SANs and Cisco Fibre switches for High Availability of business critical virtual machines- Test Management: Configured and managed a test Windows Server cluster to validate any updates or configuration changes before applying to the production environment- Security Compliance: Ensured security vulnerabilities were diagnosed, patched and hardened for PCI compliance- Change Management: Documented and submitted change requests to the live environment for management approval- Image Deployments: Created a Windows Deployment Virtual Machine for quick custom image rollouts to client and server machinesKey Achievements:- Reduced infrastructure power consumption by 50% due to virtualisation of legacy servers which also improved manageability- Travelled to the Krakow site in Poland to provide urgent IT support and documented processes and procedures for future visits Show less

• 

  Dell EMC

  Aug 2015 - Aug 2017

  Enterprise Solutions Consultant

  Key Responsibilities- Target Focused: Aligned to account teams striving to surpass an aggregate enterprise sales target based off the DellEMC and OEM partner portfolio- Account Development: Established new opportunities in existing and greenfield accounts- Pipeline Management: Managed sales pipeline in Salesforce for accurate weekly and quarterly forecasting of opportunities and gap remediation- Commercial Responsibility: Understanding customer budgets and delivering quotations that ensure value to all stakeholders- Trusted Advisor: Insight into customer's business goals and delivering solutions consistent with them- Solutions Architect: Designed datacenter solutions relevant to customer requirements and infrastructure - Presentations: Delivered solution design options to stakeholders- Training: Provided solutions training to customers and the internal technical and sales teams, translating product complexities into easily understandable terms and selling value-added benefits.Key Achievements- Exceeded Enterprise Sales Targets consistently in the UK Mid-Market and Large Commercial territories on targets of £1.3m and £4.5m respectively- Achieved Technical Sales Consultant of the Quarter in my first full quarter in Q4 2015- Influential in delivering my territory's largest VMWare vSAN solution at £1.1m from an opportunity with a large customer in the UK during a competitive tender with Nutanix in 2017. Show less

• 

  Microsoft

  Sept 2017 - Oct 2018

  Azure Cloud Solutions Consultant

  Key Responsibilities:- Technical Sales Point of Contact: Aligned to Corporate, Demand Response and Customer Success teams to engage, articulate and demonstrate Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS) and Infrastructure-as-a-Service (IaaS) offerings on Azure platform based off of customer's business needs- Target Focused: Motivated to retire Azure Consumed Revenue and Azure Customer Adds Quarterly by educating customers and promoting the suite of Azure services thus enabling growth of account spend- Opportunity Analysis and Business Development: Pipeline analysis and account team partnering to devise plans on how to up-sell and increase customer Azure Account spend- Partner Collaboration: Technical Point of Contact between Microsoft and Partner account teams influencing co-sell opportunities- Enablement of Azure Capabilities: Requirements gathering documented during customer conversions and provided solution recommendations aligned with Azure best practices and reference architectures - Product Demonstrations: Demonstrated aspects of the technical and business solutions to customers over Microsoft Teams- Pricing Projections: Provided pricing calculations based off customer's Azure requirements and provided a report for budgetary purposes- Drove Solution Outcomes: Ensured customers receive relevant technical documentation and case studies to drive the right technical and business solution outcomesKey Achievements- Achieved Microsoft Cloud Solutions Administrator (MCSA) certification- Received Kudos Appreciation Awards for excellent Azure technical assistance provided to our customers- Recognised for the technical influence on a large competitive opportunity worth £50k against Amazon following collaboration with the Customer Success team- Mentor Silver Certification for coaching account teams in increasing their Azure technical knowledge Show less

• 

  Klas Telecom

  Nov 2018 - Sept 2020

  EMEA IT Sales Account Executive

  Key Responsibilities:- Key Customer and Partner Account Management: Manage the relationships, technical requirements and commercial engagements of Military, Emergency Services and Key Partner accounts throughout EMEA- New Business Development: Identify and generate customer and partner acquisition through cold-calling, responding to inbound e-mail requests, along with networking at European Trade Shows and Partner Events, converting them into key accounts for revenue building- CRM Pipeline Management: Regularly update opportunity details in Salesforce while delivering accurate revenue forecasts to my Sales Manager and team on a weekly basis- Internal Stakeholder Engagement: Collaboration with NPI, Engineering, Finance, Logistics and Support teams on proposed customer solutions to ensure all deliverables are met- Presentations: Deliver Webex or face-to-face presentations and case studies to emphasise product features based on customers' needs and up-sell other products and services in the portfolio- Product Loan Servicing: Facilitate the supply of loan equipment for customers and partners, ensuring to document detailed records of all serial numbers issued for auditing purposes- Trade Show Equipment Planning: Organise the gathering and logistics of demo equipment and marketing material for European Trade Show eventsKey Achievements- Achieved €1.45m in revenue in FY19- Growth of Irish business in FY19 with €1.2m in sales revenue- Established new business in FY19 with a Central European Ministry of Defence during a competitive tender resulting in revenue of €213k Show less

• 

  Equinix

  Sept 2020 - now

  Senior Technical Sales Engineer