Paula Doherty-Bergin

Experience

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  EBS

  Nov 2001 - Jun 2013

  Second Level Support for all EBS users of IT systems July 2008-June 2013I was responsible for providing Second Level IT Systems Support for around 1200 EBS users. As a member of a small team, I helped deliver business change including system access, upgrades, preventative maintenance and general support services within agreed SLA's. Key Responsibilities Included:•Desktop support – XP, Windows 7•Hardware maintenance – Pc’s and Printers•PC Builds – Ghost and Disk•Remote user set up – homeworking access through citrix•Laptop configuration – McAfee safeboot•Lotus Notes Administrator - general Notes queries that 1st level are unable to resolve.•Visiting new user’s desks in Headoffice and bringing them through first login procedure and configuring their Lotus Notes profile.•Installing and removing software on Headoffice user’s Pc’s •Maintaining relationship with 3rd party vendors – Ergo, Rockall, ICT, and Eircom. I was the main contact for Ergo and Rockall, which included liaising with them twice a week and going through all incidents logged and any other issues.•Compiling the Daily, weekly and monthly reports on all incidents logged and incoming calls per IT team.•Incident queue management - delegating incidents throughout the team to make sure all SLA’s are met in a timely manner•Organised the monthly rota within the 1st and 2nd level team to make sure all early and late shifts are covered. Show less I was responsible for providing First Level IT Systems Support for around 1200 EBS users. As a member of a small phones team, I helped deliver preventative maintenance and general support services within agreed SLA's. Key responsibilities Included:• Answering/dealing with user queries over the phone and face to face• Recording and tracking incidents on Touchpaper• Keeping users informed on requests status and progress by email or phone• Making an initial assessment of requests, resolving or assigning them to the appropriate second and third line support.• Managing the support request life cycle, including closure verification with confirmation to user• Communicating planned and short term changes/outages to users• Contributing to problem identification• Highlighting user training and education needs• Account Administration - Setting up new users on EBS systems – Novell, Cics, M6 (fineos), Teller, Tulas, Lotus Notes, LAS (lending application system), Intranet and Internet. SAM (Rockall Tech application) • User account maintenance – removing or amending access to all systems• Liaising with 3rd party vendors such as ICT over the phone when engineer is out in a Network office. Show less

  • IT Services Specialist

    Jan 2008 - Jun 2013

  • IT Services

    Feb 2005 - Jul 2008

  • Branch Assistant

    Nov 2001 - Jan 2005
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  HCL Technologies

  Jun 2013 - Jun 2015

  IT Desktop Support

  Tuped across from EBS to HCL - Desktop support for EBS limited systemsI was responsible for providing Second Level IT Systems Support and Laptop support for around 1200 EBS users.Key Responsibilities Included:•Desktop support for all EBS head office users who used VCS (virtual client service) and all Network office users•Remote user set up - homeworking access through citrix•Laptop support for regional managers•Lotus Notes Domino Administrator – general Notes queries that 1st level are unable to resolve.•Monitoring Network Branch Servers and restarting physical and Virtual servers when necessary•Incident queue management – delegating incidents throughout the team to make sure all SLA’s are met Show less

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  BT Ireland

  Feb 2016 - Mar 2019

  IT Support Engineer

  Working as a contractor in BT Ireland looking after the FBD Insurance IT account. I am responsible for providing First and second Level IT System Support for all FBD Insurance users. As a member of a small phones team, I help deliver preventative maintenance and general support services within agreed SLA's. Key responsibilities Included:• Answering/dealing with user queries over the phone• Recording and tracking incidents on Remedy• Keeping users informed on requests status and progress by email or phone• Making an initial assessment of requests, resolving or assigning them to the appropriate second and third line support.• Managing the support request life cycle, including closure verification with confirmation to user• Communicating planned and short term changes/outages to users• Contributing to problem identification• Account Administration - Setting up new users on FBD systems which include – Active directory, Progen, Fineos, Exchange, Meridio, Citrix, Show less

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  John Paul Construction

  Oct 2019 - now

  IT System Engineer