Nathan Henderson
Dublin
Summary
Accomplished senior-level IT professional with a passion in ensuring high quality IT service delivery. I have a background in IT Support and E-commerce and received a BSc (Hons) in Information Systems. Bringing forth a motivated attitude and the ability to establish strong and productive relationships with employees and stakeholders across all business platforms.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Field Ops Engineer 2
Cloud Software Group
Dublin
01.2021 - 03.2024
- Providing onsite and remote IT support to CSG employees in EMEA. Escalating major issues with Level 3 operations, engineering and other business owners.
- Administration of enterprise SaaS products (Office 365, Active Directory, Exchange Management Console, Okta, Citrix Director, Citrix Cloud, Splunk, Microsoft Endpoint Manager (Intune), Apple CEM, JAMF).
- Working with global projects as part of Global Technology and Security initiatives.
- Performing the rotational duty agent role via Service Now and Jira, which requires the analysis of incidents and service requests in work queues, and assigning cases accordingly.
- Procurement and asset management.
IT Support Engineer
Chartered Accountants Ireland
Dublin
12.2013 - 12.2020
- Providing onsite and remote IT support to Institute employees via Helpdesk.
- Office 365 roll out management and administration (Azure AD, Exchange, Sharepoint, Teams)
- Procurement and asset management.
- Managing the institutes core services (wireless, network and VOIP services (Cisco), HP SAN, virtualised server environments within HP SAN and Azure HCI, Symantec Cloud, Palo Alto, Data Strings, Xerox multifunction devices controlled by Xerox Service).
E-commerce & Loyalty Program Lead
Eason & Son Ltd
Dublin
10.2012 - 11.2013
- Management of call centre team
- Procurement and processing of purchase orders
- Worked in partnership with the marketing team to develop a better online presence and loyalty scheme. Which included loyalty program support for Eason Stores
- Structuring and integration of order flows from easons.com backend to main order distribution system within the logisitics environment
- Fraud prevention, monitoring payments processed by the online store.
Education
Bachelor of Science - Information Systems
Trinity College, Dublin
01.2016
Diploma - Information Systems
Trinity College, Dublin
01.2014
Skills
- Customer Relationship Management
- Teamwork and Collaboration
- Project Management
- Process Improvement
- Performance Optimization
- ITSM Software
- JIRA Systems
- Requirements Gathering
Certification
- Information Security Fundamentals
- Career Path Intro Cyber Security in the Republic of Ireland Workplace
- CompTIA A+
- CompTIA Network+
- PC Specialist
Current Job
Field Ops Engineer 2, Cloud Software Group, 01/2021, Present, 3 years, Dublin, Ireland.
Languages
English
First Language
References
References available upon request.
Timeline
IT Field Ops Engineer 2
Cloud Software Group
01.2021 - 03.2024
IT Support Engineer
Chartered Accountants Ireland
12.2013 - 12.2020
E-commerce & Loyalty Program Lead
Eason & Son Ltd
10.2012 - 11.2013
Bachelor of Science - Information Systems
Trinity College, Dublin
Diploma - Information Systems
Trinity College, Dublin
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