Mark Dempsey

• In my current role i have responsibility for managing IT problems that impact the end user experience for employees.
• I engage on escalated issues that are impacting user(s) and work to a resolution and recommend permanent fixes as appropriate. This involves working with other IT SME’s and engaging in the banks problem management review process.
• Regular review of incident reports of any emerging issues and address as required.
• The role also involved a focus on the WMI business line which is more complex and requires a higher level of support.

I have been with Elavon since it was founded. My initial role was the Desktop Support Manager role which soon expanded to include the 247 operations team.Elavon went through a period of rapid expansion which included organic growth and acquisitions. I was heavily involved in the setup of many EU offices and systems integration efforts. The growth of the 247 operations team’s responsibilities increased which included overseeing our growing merchant transition systems and funding process’s.

I was the production support manager and was the liaison for the operations team in relation to any issues. In more recent roles I have been involved in any new application roll outs that impact our internal users such as O365 migration /new VPN solutions. I managed the Banks application packaging team where applications and packaged for deployment to end user devices.

• I managed a Technical Support team in Dell of circa 16 staff. Our team was responsible for providing telephone technical support for business and consumer users. The team won a number fo support awards during this time
• i managed escalated issues that required management intervention working with the user and the support staff to obtain a satisfactory resolution for all parties.
• The role involved managing the team of people , assigning work as required. i was also engaged in troubleshooting \managing any ongoing issues.