John Hattersley
Cork City,,CO
Summary
Software support specialist ready to assist clients in challenging technical environments. Strong experience in emerging technologies and technical communication with a broad level of exposure to different companies and standards. Commended for effectively resolving incident downtime and efficiently integrating new software components
Overview
8
8
years of professional experience
Work History
Cloud support specialist
OpenText
01.2023 - Current
- Effectively troubleshooting Content Server platform issues while working with Tier 3 engineers in Kubernetes and Windows VM based environments
- Escalating and communicating problem specifics with various teams across the organisation using JIRA, Service Now, Outlook and Microsoft Teams
- Created step-by-step guides to train my team. Troubleshooting issues involving config files, log analysis, K8s pod deployment and patching in K8s and Windows based deployments
- Obtained a broader understanding of data management in a SaaS that caters to many large businesses globally
IT Administrator
Cork College of FET
12.2021 - 12.2022
- Maintain and manage servers, switches, backup facilities, virtualization, and system security standards
- Troubleshoot day to day IT issues including PCs, laptops, devices, projectors, routers or account related issues and communicated solutions to these effectively
- Collaborated with other members of staff to effectively onboard students and setup their credentials for Moodle, Active Directory, Office 365, and Azure
- Budgeted and procured for the IT department including server maintenance, online subscriptions, new PCs, routing & switches and more
Support Analyst Tier 2
Practive Evolve
03.2021 - 11.2021
- Responsible for incident management and troubleshooting server side and customer facing issues remotely
- Communicated with clients on a regular basis to discuss and create software requirements to build a custom version of the platform to suit their business use cases
- Worked extensively with mySQL databases (Query construction, Generating reports)
- Trained other support agents in dealing with software issues and in responding to incidents
IT Support Officer
Snooze
02.2020 - 10.2020
- Served as the first point of contact for application related issues
- Compiled reports of customer issues daily and created technical documentation for newer staff members to be more able to resolve these issues in the future
- Created user guides for snooze applications
- Performed PC upgrades, IT equipment moves, AD maintenance, ticket routing and FCR in an ITIL environment, and other tasks as required
Technical Support Specialist Tier 2
TELUS International
08.2019 - 01.2020
- Worked closely with a wide range of customers and third party relations in order to troubleshoot technical software issues and provide rapid and effective solutions
- Gained strong experience with Google cloud based tools such as Google Admin, Mail, GSSMO, GSSME and DMS
- Supported clients with the migration and syncing of data, including Active Directory, SQL databases and Google Admin
- Provided training to new team members and provided tier 3 escalation support
Software Engineer internship
Azotel
03.2017 - 10.2017
- Collaborated with a remote team and used a variety of programming languages in order to design and develop a fully working web application utilizing with high UI standards
- Wrote and compiled user guides and technical documentation on how to navigate and use the web application and the main SIMpler SaaS platform
- Created XML templates to be used for the automatic generation of business documentation (invoices, statements)
Education
BSc. - Software Development
Cork Institute of Technology
Cork, Cork10.2021
CompTIA Network+ Certificate
01-2024
Skills
- Kubernetes
- Technical support and communication
- Google cloud platform
- Java
- Network analysis
- Web application development
- Windows OS and server VM's
- Active Directory
- JQuery
- Azure
- MySQL databases
- SaaS experience
- Powershell and scripting
- Cyber security
References
References available upon request.
Timeline
Cloud support specialist
OpenText
01.2023 - Current
IT Administrator
Cork College of FET
12.2021 - 12.2022
Support Analyst Tier 2
Practive Evolve
03.2021 - 11.2021
IT Support Officer
Snooze
02.2020 - 10.2020
Technical Support Specialist Tier 2
TELUS International
08.2019 - 01.2020
Software Engineer internship
Azotel
03.2017 - 10.2017
BSc. - Software Development
Cork Institute of Technology
CompTIA Network+ Certificate
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