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National Treasury Management AgencySenior IT Support Team Lead
May. 2024Dublin City, County Dublin, Ireland- Managed the NIMS Service Desk team, ensuring the delivery of high-quality service to both internal and external users on a daily basis. - Supported the rollout of ePO to an additional 20,000 users nationally, facilitating a smooth implementation process. - Participated in the recruitment process for new team members, overseeing all stages from the first interview to the final selection. - Provided comprehensive training to new team members, ensuring they are equipped with the necessary skills and knowledge. - Fostered a professional and collaborative work environment, working positively with colleagues and third-party vendors to deliver high-quality solutions in a timely manner. - Conducted weekly team meetings to discuss progress, challenges, and strategies for improvement. - Managed a team of four, holding one-on-one meetings every two weeks to offer support and guidance, ensuring team members feel valued and aligned with organizational goals. - Represented the team and organization in meetings with external clients and vendors, building strong relationships and showcasing professionalism. - Contributed significantly to application upgrades and major releases, demonstrating effective project management skills and the ability to deliver results in complex scenarios.
National Treasury Management AgencyBusiness Applications Support- Technical Service Desk Administrator
May. 2022 - May. 2024Dublin City, County Dublin, IrelandLeading project to integrate nationwide ‘AGS’ An Garda Siochana on National Incident Management System (NIMS) to manage claims and incidents centrally. -Responsible for administration of in house developed applications National Incident Management System used by various Designated State Authorities (DSA) -Extraction and Visualisation of user and claims data using Tableau for historical information analysis and auditing purposes -Design and implementation of the new knowledge management systems for business applications to enhance and automate regular business processes, track issues and document -Provide recommendations for enhancement of current business applications and implement automation of current business processes to increase efficiency -Coordinate with vendors to resolve bugs, monitor progress of enhancement and new feature request -Collaborate with internal Risk management units such as clinical risk (HSE, Tusla), enterprise risk (Defence forces, Schools, An Garda Siochana, Irish prison service) to identify scope of improvement in business systems resulting into efficient working of organisation -Generating and curating reports for monthly updates and auditing purposes -Enhance end users understanding of business systems by resolving functional as well as technical issues, delivering onboarding of groups and individuals from within the organisation and other Designated State Authorities (DSA) -Proactively identify ways in which to deliver quality improvements and efficiency in relation to NIMS, other business applications (Softco, iManage, BigHand), solutions and processes -Managing data integrity and enhancing data quality of the organisation’s information. Providing recommendation on processes improvements to enable more effective and information reporting across the organisation. -Accountable for managing, testing, upgrades and patching of the business systems following the best I.T practices.
TELUS International AI Data SolutionsOnline Data Analyst
Jan. 2022Ireland
AppleApplecare Advisor
May. 2017 - May. 2022Tier 2
-Troubleshooting any issues app developers are having -Working closely with team and helping them with any questions or issues -Going through technical issues and helping resolve them -Helping account holders regain access through troubleshooting and verification procedures -Verifying account holders through their mobile devices -Provide email and phone support for customers -Provide screen sharing with customers -Taking ownership of cases and following up with customers -Helping customers where English is not their first spoken language
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