Keith Hynes

Main Duties:

• Part of the Workflow/Engineering Team working with colleagues in 3 other countries.
• Maintenance of personal and team ticket queue.
• Assigning out workload to team members.
• Providing timely Second Level support for large corporate entities and financial institutions.
• Analyzing large log files to determine root cause of technical issues in customer environment.
• Recreating customer environment to replicate technical issues and bugs.
• Responsible for technical writing and drawing up of documentation to report/advise on next steps to the development team and monitor progress to drive resolution or viable workaround.
• Assist in implementing updates/patches and above workaround where necessary.
• Participate in meetings with customers on a daily basis, weekly various team meetings and 1-2-1's with management to include personal progress and current status of the wider global team, keeping local management in-the-loop.

Proficiencies:

• MS Windows - Initial configuration and maintenance.
• MS Server / IIS - Initial configuration and maintenance along with networking aspects.
• Database (Oracle/SQL) from a integration perspective with the software environment to accommodate utilization of the software's capabilities.
• Networking - Configuration within the MS environment and integration of Content Server software.
• Virtualization - VMware administration and allocation of assets to assist in recreating customer environments for detailed testing.

• Fully trained in multiple departments
• Primarily Email technologies but also including Billing, Admin console, Postini and API.
• Customer service and satisfaction to a very high level of standard.
• Working in a fast paced team of specialists where multi-tasking is paramount.
• Technical troubleshooting to resolution in a timely manner.
• Partaking in additional projects specific to the company to improve work-flow policies.
• Proactive in assisting other agents and improving and expanding overall knowledge or products.
• Knowledge using Salesforce ticketing system

Additional Projects during tenure:

• Chat Support; I was part of the initial beta testers for supporting customers using only a chat interface
• Working with Leadership Team to develop latest revision of the companies S.O.P. and developed/re-designed the Organizational Tree. This was also made accessible to employees to inform them of managerial hierarchy.
• EETF; I was part of the Employee Engagement Taskforce which involved 1-2-1 interviews with agents to gather statistical data and report back to the leadership team
• I was also part of a spin-off project to investigate late arrivals of agents shift hours to assist in receiving them on-time
• PLATO; I was a part of the PLATO project control group
• Salesforce; I’m currently involved in testing the new Salesforce User Interface and providing feedback to the developer to assist in ironing out pain-points before the latest version is released
• I’ve also organized “Muffin Mornings” where we gather all the managers, QL’s and POC’s together with new agents who have just started in Gradbay to allow them to have coffee and a muffin and meet the teams leads and familiarize themselves so they feel more at home
• I also maintain a longstanding tradition in the Email team known as “Scoops for troops” where we get together as a team and have a night out which helps to increase bonding and strengthen friendships.
• This has been ongoing for about three years now, two of which I have organized myself.
• I was also a founding member of the original Voxpro band.

• Testing new servers and Operating System stability (3 months)
• Running the RTV (Return To Vendor) Department (18 months)
• Timely return of defective products for Root Cause Analysis to manufacturer.
• Inventory control and management.
• Logistics.
• Training of other employees.
• Consultant for Managerial meetings on End of Quarter department statistics.

• Cash reconciliations and profit reporting accountability.
• Stock control (Eg, consumables, equipment, cleaning inventory etc...)
• Designing, building and maintaining Gaming computers.
• Management of the shop alone during the night shift and general maintenance of store.