LUKE O'SULLIVAN
cork,Ireland
Summary
Dedicated IT professional with expertise in operating system support, active directory administration, and hardware evaluation. Proven track record in issue resolution management and remote troubleshooting, ensuring seamless technical support. Proficient in the ITIL framework and adept at live chat handling, with a strong understanding of service level agreements. Skilled in Microsoft Office, committed to enhancing organisational efficiency through innovative solutions.
Overview
1
1
Language
1
1
Certification
4
4
years of post-secondary education
7
7
years of professional experience
Work history
Warehouse & Customer Support Associate
RSL Ireland
Cork, Ireland
2025.09 - 2026.05
- Handled over 20 customer calls daily, processing orders and managing cancellations.
- Handled upset customers with empathy and patience, enhancing overall experience.
- Managed difficult situations calmly, resulting in positive customer feedback.
- Communicated clearly to strengthen brand reputation through problem-solving.
- Maintained current product knowledge to effectively support customer inquiries.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
Career Break
2024.08 - 2024.12
- Spent my time working a part time seasonal job in a home and house furnishing store in my local area over christmas
- Spent my spare time upskilling. I recently finished a free online firewall course and I am currently half way through my studies for MS fundamentals 900.
IT software/hardware engineer
Alter Domus
Rathmacullig West, Cork
2024.01 - 2024.08
- Active directory, Intune, Powershell scripting
- Addressing ticket queues using internal ErP - ServiceNow
- Tracked and organised stock inventory through Excel spreadsheets to maintain efficient operations.
- Troubleshooting software and hardware issues - Remotely and on-site
- Liaising with 3rd party vendors HP & Xerox
- Provided video conferencing support using Teams and Logitech equipment to facilitate meetings.
- Store local credentials for different backend servers in HUDU and add policies to the firewall to enable USB plug-ins and enable downloads of certain software to the server
- Firewall policy setting using Sonicwall for usb port access and software installs
- Managed software upgrades for over 500 devices within a 3-month period.
- Enhanced user satisfaction scores by 40% by implementing efficient helpdesk solutions.
IT engineer
Irish Water
2022.07 - 2023.11
- Perform coordination of workstation asset recovery
- Developed a tracking system for workstation upgrades and repairs, monitoring over 100 devices; this initiative improved response time to break/fix issues by 40% and streamlined maintenance processes across departments
- Complete incidents and requests within SLA in pressurized environment
- Device Imaging- booting into bios and using IPV4 to detect media presence then running the build and tailoring it for specific users via LAN
- Experience in Microsoft Windows Server Desktop Experience feature that allowed Admins to install features on servers running Windows Server 2012 and Windows 8.1
- Support printers, scanners and other peripherals
- End-User Data back-up and restoration, as needed using Veem and Exco
- Supported a user base of over 2,000 employees across multiple locations.
- Spearheaded asset recovery programme using ServiceNow
- Supported users with Mac/ ios devices - laptops, phones, tablets
- Voip integration using Zoom, MS Teams, Chromebox
IT Support Associate
Tyndall National Institute
Cork
2022.01 - 2022.07
- Coordinate and execute the on boarding and off boarding tasks for new hires utilizing ServiceNow and Active Directory
- Support printers, scanners and other peripherals
- Image new devices using internal LAN on IPV4 also used SCCM
- Maintain inventory of onsite/remote equipment, software and software licenses issued by the Company
- Prepare returned assets for re-use or disposal in a timely manner
- Updating inventory records to ensure all asset information is up to date
- Support the Service Desk Technician with L1, L2 issues and troubleshooting
- Schedule office equipment (laptops, printers, VC equipment) for repairs
- Training and assisting on use of everyday tools and technology to meet business needs Office 365 OneNote, MS Teams, MS Intune )
- DNS protocols
IT Support Engineer
PFH technologies
Little Island, Cork
2021.01 - 2022.02
- Prioritize, manage and responding to helpdesk calls in a timely manner logged on the help desk
- Troubleshoot and if required, referral of hardware faults to third parties
- System administration using Active Directory
- Troubleshoot system problems, diagnose and solve software faults e.g., Citrix
- Configure computer hardware and peripherals, operating systems and applications
- System Administration - amend privileges / security permissions on server shares, set up of new shared folders on existing shares
- Liaise with third party vendors for software/hardware installation
- Liaison with local and national ICT teams, e.g., Server and Network management to find root cause for recurring issues
- Document new solutions & install individual software requests
- Managed Print devices - liaise with vendors for Driver information and repairs
- Access consoles to push or provide solutions for requests e.g., Content encryption
IT Support
Zazzle
Cork City Centre
2019.11 - 2021.01
- Communicate cross departmentally with different Zazzle teams via e-mail, chat or phone call
- Aid customers in a professional and timely manner including but not limited to:
- Process returns orders, Cancellations, Replacements, Promotional offers, Order status, Design
- Understand and preserve company philosophies and culture
- In-depth order research via resources and external methods
- Achieve Targets Quality 90%, NPS 65%, INPS 65%
Application support analyst
CoreHr
Carrig Rohane, Ballincollig, Co. Cork
2019.05 - 2019.08
- Provide Payroll Application Support; troubleshoot problems, research issues, determine and apply solutions / work around(s)
- Work cross-functionally with Development, Technical Services, Delivery and other departments in the best interests of the customer experience
- Resolve customer's issues via the telephone, Salesforce Case Management) and remote
- Escalate issues in a timely manner to technical leads and or relevant parties
- Provide training or assistance to junior staff as needed
- Using Hyper-V which used quite extensively configuring a host computer and managing the virtual machines within its vicinity
Education
Bachelors - Business information studies
Cork Institute of Technology
2012.01 - 2016.01
Skills
- Operating system support
- Active directory administration
- Hardware evaluation
- Issue resolution management
- Remote troubleshooting
- Technical support
- ITIL framework
- Live chat handling
- Service level agreement understanding
- Microsoft Office proficiency
PROJECTS
VPN project, Irish water 07/2022-12/2022 (project length), I was tasked with removing and reinstalling the latest version of global protect vpn for all users onsite 300 whilst continuously performing day to day tasks. I achieved this by capturing a list of all users present and who would have to report to the cork office. I captured this list via Active Directory I then made my way down the list either facilitating the upgrade remotely or by having users come on-site., This took me a total of 3 months to complete
Accomplishments
- Inventory Accuracy Improvement
- Achieved 95% order accuracy in inventory management over 12 months, reducing errors significantly.
- High Resolution Rate
- Resolved 150 technical issues monthly with 90% first-call resolution rate at PFH Technologies.
- Customer Satisfaction Boost
- Improved customer satisfaction score by 20% through timely and effective technical support.
- Efficiency Optimization Initiative
- Streamlined warehouse loading processes, increasing efficiency by 30% in peak months.
Affiliations
- Soccer, New Tech Platforms, Surveys,
Certification
Barracudda
ECDL
Lean Six-Sigma (Green Belt)
MS Fundamentals
Languages
English
Native
References
References available upon request.
Timeline
Warehouse & Customer Support Associate
RSL Ireland
2025.09 - 2026.05
Career Break
2024.08 - 2024.12
IT software/hardware engineer
Alter Domus
2024.01 - 2024.08
IT engineer
Irish Water
2022.07 - 2023.11
IT Support Associate
Tyndall National Institute
2022.01 - 2022.07
IT Support Engineer
PFH technologies
2021.01 - 2022.02
IT Support
Zazzle
2019.11 - 2021.01
Application support analyst
CoreHr
2019.05 - 2019.08
Bachelors - Business information studies
Cork Institute of Technology
2012.01 - 2016.01