Over 9 years of professional experience
ROBERT O'MAHONY
Drogheda,Co Meath
Summary
Summary Profile: I am a dedicated service and technology professional with extensive experience working in tele based customer service and technical helpdesk roles and a track-record of working effectively to tight deadlines, multitasking and ensuring high levels of customer satisfaction. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
5
5
years of post-secondary education
Work History
Senior Technical Support Engineer
Tableau
Dublin , Dublin
02.2022 - Current
- Perform root cause analysis of reported issues to enact corrections.
- Analyze issues to identify troubleshooting methods needed for quick remediation.
- Research new tactics to better hone responses and shorten remediation times.
- Advise senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Communicate with stakeholders to share critical technical information and deliver project updates.
- Document faults and bugs for referral to development staff for use in updates.
- Gather trend data from customer calls and interactions.
- Maintain response times to support business continuity.
Technical Support Engineer
Tableau Software
Dublin, Dublin
02.2019 - 02.2022
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Updated and maintained current customer support database.
- Designed tailored engineering solutions for customers based upon key requirements.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Contributed to whitepapers, blogs and videos for marketing, sales and training.
- Documented faults and bugs for referral to development staff for use in updates.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Assistant Product Manager
EVO Payments International, Bank of Ireland Payment Acceptance
Dublin, Dublin
01.2017 - 12.2018
- Continued support function of Technical Team Lead and assisted in the creation of a new Tech support helpdesk
- Led staff in ongoing investigations through training, advising on the best steps to provide resolution
- Documented all training steps for future reference
- Held frequent training sessions with customer support and growing tech support teams to upskill agents
- Monitored progress for further development
- Responsible for the identification of development areas for existing and oncoming staff members
- This included highlighting areas of improvement for our product suite and the introduction of new products and the implementation changes to our existing offering
- Primary point of contact for training and troubleshooting, responsible for writing all training documentation, release notes and updates to existing processes within the company
- Tasked with the monitoring of resources for both staff and equipment
- Worked to identify capacity constraints surrounding the ordering and logistics of stock deployment for both Ireland and the UK
- Dealing with multiple parties involved to ensure tight deadlines are met and service maintained
- Created Ad hoc and periodic MI reporting on customer estate and stock levels to senior management team.
Product Deployment Assistant
EVO Payments International, Bank of Ireland, Acceptance
Dublin, Dublin
01.2015 - 01.2017
- Responsible for the development of new products and the implementation of required changes to our existing offering
- In this role as a part of a much smaller team I have been tasked with the forecasting, ordering and logistics surrounding the delivery of new stock orders for both Ireland and the UK
- This has required a high level of attention to detail and dealing with multiple parties involved to ensure tight deadlines are met and service maintained
- I have dealt with any reported issues regarding products and act as an escalation point for the operations team both engineers and the customer service department in order to provide a prompt resolution and where necessary further training
- As a part of this role my duties also include maintaining relationships with ISO partners and third-party installation companies based in the UK
- This has meant that I must always have a high functional and technical knowledge of all systems used within the company in order to manage and control the deployment and installation of our product range.
Technical Team Lead
EVO Payments International, Ireland Payment Acceptance
10.2014 - 01.2015
- Of staff in this growing team of customer support and tech support representatives
- Responsible for the leading and motivation of the customer support teams
- Taking a keen interest in the training of oncoming staff on how to provide prompt, customer-oriented service to merchant base via inbound and outbound calls
- Mentored agents on call handling, complaints handling and reporting function procedures in the contact centre and marking call quality to provide steps for improvement and growth
- Worked on integrating operations support teams to integrate with other departments to ensure a consistent and high-quality level of support
- Maintained contact with external companies and partners and all departments within the company to ensure the delivery of exceptional customer service
- Worked with customers to ensure they understand how they use our services, providing on the call training and providing valuable feedback to business and development teams
- Acted as an advocate for our customer, reporting and acting on observed areas for improvement
- Actively sought solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- Assumed responsibility for developing detailed knowledge and training documentation on our product lines and features which included updating internal knowledge reference pages for further and ongoing training of new hires.
Senior Customer Service Agent
Electric Ireland
02.2013 - 03.2014
- Responsible for responding to customer queries in a busy call-centre environment
- Liaising with other parts of Electric Ireland and outsource partners to deliver a high standard of customer care
- Trained to be highly proficient in their preferred CRM system SAP
- I was chosen to be a member of the Storm team during 2013 aiding ESB networks with handling emergency calls and reports of electrical outages
- During my time with EI I worked consistently to become a senior member
- As a result of this I was also responsible for assisting in the training new hires and existing team members with their own standard of work, drawing from my own experience to improve their performance.
Education
Master of Science - MSc. in Business And Management
Institute of Public Administration
Dublin 04.2015 - 04.2015
Master of Arts - International Relations
University College Cork
Cork City 09.2012 - 09.2013
Bachelor of Arts - Philosophy and Politics
University College Cork
Cork City 09.2009 - 10.2012
Skills
Customer relationship management
Support system management
Application support
Customer service expert
Staff education and training
Accomplishments
- Throughout my career to date I have supervised teams of up to fifteen staff members, while working and collaborating with the larger organization.
- Collaborated with team of twenty as a part of my current role in the development of a procedure based investigation scenario designed for the continuous learning and development of technical support engineers.
- By the end of my first and second years working with EVO Payments I was chosen as Employee of the year.
- In my first year of Tableau I achieved highest Customer Satisfaction Surveys through effectively helping with work with products and services.
- Graduate from the Salesforce Accelerate program for Management Professionals (completion October 2022)
- Achieved increase in team productivity by introducing new procedures for case recognition and assignment which additionally resulted in increased CSATs and FTRs for all following periods.
Certification
Accelerate Management Program
Timeline
Accelerate Management Program
10-2022
Senior Technical Support Engineer
Tableau
02.2022 - Current
Technical Support Engineer
Tableau Software
02.2019 - 02.2022
Assistant Product Manager
EVO Payments International, Bank of Ireland Payment Acceptance
01.2017 - 12.2018
Master of Science - MSc. in Business And Management
Institute of Public Administration
04.2015 - 04.2015
Product Deployment Assistant
EVO Payments International, Bank of Ireland, Acceptance
01.2015 - 01.2017
Technical Team Lead
EVO Payments International, Ireland Payment Acceptance
10.2014 - 01.2015
Senior Customer Service Agent
Electric Ireland
02.2013 - 03.2014
Master of Arts - International Relations
University College Cork
09.2012 - 09.2013
Bachelor of Arts - Philosophy and Politics
University College Cork
09.2009 - 10.2012