County Cork, Ireland
Dedicated IT professional with over two decades of experience in the IT sector, specialising in customer and product support, colleague experience & success long with project management. I'm passionate about leveraging technology to create seamless workflows, enhance productivity, and empower colleagues to achieve their goals. I am very much customer focused with both a strategic and results orientated mindset and I excel in vibrant and rapidly growing environments. I am enthusiastic, empathetic and hard working, with a track record of positively impacting both customers and colleagues with a delightful experience.
• Orchestrated cross-functional team efforts to ensure seamless platform onboarding, integrations, along with a delightful colleague experience and collaboration throughout the product’s lifecycle. • Fostered and maintained strong relationships with colleagues, vendors, and clients, efficiently addressing their requirements and any challenges along their journey. • Created dedicated spaces for VMware PODs, including DEI affinity groups, fostering communities where colleagues could connect, celebrate diversity, and support one another as allies. • Routinely collected performance metrics through data analysis, feedback, and surveys, aiming to improve service quality and enhance colleague satisfaction. • Focused on driving adoption rates, ensuring retention, and collaborating with procurement teams on contract renewals. • Acted as voice of the customer, communicating their feedback and requirements, while also identifying any potential opportunities to both stakeholders and upper management via monthly and quarterly business reviews.
• Thought leader, primary technical lead, and owner of key SaaS collaboration platforms • Guided the successful retirement of our ESN platform, Socialcast, and led the initiative to identify a replacement through comprehensive data analysis, market research, and stakeholder feedback • Oversaw the onboarding and global implementation of the new platform,Workvivo by Zoom, working side by side with their CEO and CTO, achieving a 98% activation and logins rate company wide • Received a Team Player of the Year award in recognition of my contributions for this project • Translated requirements into user stories, managed product roadmaps, and led life-cycle activities from ideation to launch, fostering strong customer relationships • Advocated for customers, conveyed feedback to stakeholders, and ensured strategic alignment while driving service and feature development • Promoted and drove over 70% adoption of cost-effective platforms (MS Teams, SPO, OD4B, S4B and Zoom) across mobile and desktop through targeted campaigns, roadshows, and business engagements, significantly boosting productivity and monthly active usage • Led license reduction projects for EFSS products, saving the company >$500k
• Global point of contact for all IT escalations • Assembled and led a team of specialists to manage incoming escalations • Developed and implemented new processes and policies to improve levels of service • Consistently took initiative to identify trends and resolve issues that could affect client satisfaction, partnering with internal teams to troubleshoot and find solutions • Shared best practices and coached team members and those in broader BUs • Initiated hierarchical escalation procedures as per incident management processes including RCA and SLAs • Continuously communicated to both colleagues and customers, verifying each escalation was addressed promptly and effectively and ensuring complete customer satisfaction