Ireland
An innovative and energetic individual with an excellent attention to fine detail. An adept problem solver who can analyse and apply logical solutions. Strong ability to communicate and learn quickly. Capable of adapting to both a team environment and working on my own initiative. Highly motivated and keen to develop and expand on current skills and knowledge. Experienced Support Engineer with a demonstrated history of working in the computer software industry showing a keen interest in Blockchain technology and Cryptocurrency.
• Handling a variety of cases dealing with technical errors and issues within the product. • This is done via assigned cases, chat sessions and SaE (Schedule an Expert) Sessions. • Providing quick and effective solutions to the customer’s problems ensuring all deadlines and response times are met. (SLAs) • Effectively collaborating with work colleagues both on site and abroad across a range of services to resolve issues as quickly as possible. • Involved in a role in which I handled all the Very High cases that came into our team for almost a year. • Proficient with ServiceNow, SPLUNK and JIRA creation. • Implemented PULSE methodology as a mentor to the team to ensure each case had the necessary information documented. • Achieved the role of Coach for SuccessFactors Knowledge based articles which document the troubleshooting and resolution steps of certain issues. • Working with our Development group to resolve issues that are more complex. Coordination of processing and progressing incidents between customers, engineers, and developers. • EMEA employee representative for the team in which monthly calls where arranged with the Global Head of Support Platform/Learning manager to address any issues/ concerns the team had.
• Providing a quick and effective solution to any problems the partners may have. • Communicating with other members in the PSD team as well as program managers globally to support SAP partners. • Maintaining excel and word documents to provide accurate statistics for managers and partners. • Answering queries (email and phone) from the partners of SAP, regarding the operational and administrative aspects of their Partnership.
• Interacting with customers on the shop floor. • Handling transactions, returns, stock transfers and write offs. • Part of the Delivery Process where products are accepted and sorted. • Received two Shine Awards for ideal stock room and for outstanding role in job title.
• Completing cash and card transactions. • Responsible for money at my checkout. • Interacting with customers at checkouts.