David Wilson

Experience

• 

  Akademie Klausenhof, Germany

  May 2007 - Jul 2007

  Technical Support Engineer (Internship)

  - Running the college server Updates regularly - Software installation - Hardware repairs. - Desktop Support

• 

  Pc world, Waterford

  Jun 2012 - Dec 2012

  Technical support (Internship)

  Tasks include; - PC Repairs. - I developed my ability to work under pressure. - Customer Service Support, answering phones and assisting customers - Desktop Support - Software Installation

• 

  Housing for Boaco (Charity)

  Jul 2012 - Jan 2012

  Updating Company Website (Voluntary Work)

  - Updating Website - Reviewing of the Code

• 

  WIT Careers

  Sept 2012 - Jan 2012

  IT Support (Internship)

  - Updating Careers Website - Designed & Reviewed the Careers Newsletter using Microsoft Publisher - Wrote Procedures for tasks to be undertaken (Moodle Uploads)

• 

  SAP

  Jun 2014 - now

  - Incident Analysis- Knowledge Transfer- Contribute regularly to the internal and external Knowledge Base. (KM2.0)- Maintain and achieve a high level of customer satisfaction through individual case work.- Participate and engage in weekend support activities. - Perform root cause analysis and provide solutions- Design and Create Supportability toolsLEAN Co-ordinatorTasks:- Facilitate the CI Retrospective sessions within teams.- Provide team updates on any new and existing processes- Followup on any impediments raised in teams continous improvement sessions- Attend monthly meetings- Followup on team action items maintained in KaizenlistKANBAN RepTasks:- Attend KANBAN meetings and provide updates to the team.- Update physical and virtual Kanban boardEnterprise Support Advisor Tasks involved:- Working closely with Enterprise support customers by educating them on the services they might need before and after system upgrade.- Monitor customer incidents and find ways on how to deflect them before any upgrades.- Collaborating with ES colleagues, TQM to help customers meet there goals.- Check with customer about any upcoming projects.Expert Chat RepTasks- Liaise with Global chat Rep to address any issues coming from team members.- Attend monthly meetings- Address new chat functionalities and success stories during team meetings- Act as point of contact for the teamKM2.0- Contribute towards knowledge base by integrating KCS practices- Create and improve Knowledge base articlesMentor- Provide knowledge transfer sessions. Show less

  • Information Technology Consultant

    Jan 2023 - now

  • COE Support Engineer

    Oct 2021 - Jan 2023

  • CRM Product Support Engineer

    Jun 2014 - Nov 2021