Shauna Prenga
Galway,Co. Galway
Summary
Accomplished professional with extensive expertise in leadership, strategic planning, and project management. Demonstrates exceptional skills in customer relationship building, operational support, and outstanding customer service. Proficient in physical resource management, crisis handling, mentoring and coaching, and CRM software. Adept at managing administrative procedures, organisational change, corporate governance, and strong IT systems. Committed to performance monitoring, organisational development, and innovation management to drive business success.
Offering strong leadership, communication, and problem-solving abilities. Knowledgeable about team collaboration, project management, and customer relations. Ready to use and develop organisational, strategic planning, and interpersonal skills in a new role.
Experienced professional with focus on management and team leadership. Capable of driving projects to successful completion through strategic planning and strong interpersonal skills. Known for fostering collaborative environments and delivering consistent results.
Results-driven Manager with knack for streamlining processes and leading teams to success. Delivered significant operational improvements by enhancing team productivity and implementing cost-saving initiatives. Known for fostering collaborative work environment that drives employee engagement and performance.
Driven and goal-focused professional with proven track record in leadership and team collaboration. Demonstrates strong communication and organisational skills, along with strategic mindset. Ready to bring innovative solutions and foster growth in Management / Supervisory role.
Detailed orientated individual experienced in administrative procedures. Oversees day-to-day duties with strong planning and organisation skills to delivers projects in timely manner.
Administrative leader experienced in business operations and team oversight. Seeks opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems.
Hardworking Manager brings proven success in overseeing administrative areas. Knowledgeable about best methods for managing resources, schedules and personnel to achieve objectives. Tech-savvy and always looking for improvement opportunities.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work History
Manager
University of Galway
Galway, County Galway
02.2015 - Current
- Facilitated staff training, resulting in better customer service.
- Supervised project timelines for timely completion.
- Fostered a positive work environment with regular team-building activities.
- Coordinated cross-departmental collaboration for improved workflow.
- Led performance reviews, identified areas for improvement.
- Streamlined communication channels, enhanced internal information flow.
- Delegated tasks efficiently to maximise productivity.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led and managed administrative staff to maintain smooth daily operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Designed and implemented training to further develop staff based on business goals.
- Streamlined processes to improve and optimise office operations.
Team lead
Registry, University of Galway
Galway, Co. Galway
06.2013 - 01.2024
- Improved team productivity by implementing efficient workflow strategies.
- Developed robust communication channels for seamless information flow.
- Fostered a positive work environment with regular team-building exercises.
- Managed complex projects, ensuring high-quality outputs.
- Identified skill gaps within the team and organised relevant training sessions.
- Mediated in conflict situations, promoting harmony amongst team members.
- Led weekly meetings, providing clear direction on project objectives.
- Established guidelines for team operations, resulting in improved efficiency.
- Oversaw day-to-day operations, ensuring adherence to company standards.
- Liaised with senior management on strategic planning initiatives, contributing valuable insights.
- Instituted effective feedback mechanisms, fostering a culture of continuous learning and development within the team.
- Drove process improvements through rigorous analysis of existing procedures.
- Coached team members through new or difficult workflows.
- Delegated tasks to make best use of individuals' skills.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
Service desk agent
ISS, University of Galway
Galway, Co. Galway
01.2009 - 06.2013
- Improved customer satisfaction by providing effective service desk support.
- Managed and resolved technical issues for enhanced productivity.
- Provided comprehensive IT solutions, resulting in decreased downtime.
- Achieved swift resolution of system malfunctions through detailed troubleshooting.
- Handled high volume of calls whilst maintaining quality standards.
- Assisted customers with hardware problems to ensure minimal disruption.
- Facilitated software updates to improve system performance.
- Utilised advanced technical knowledge for efficient problem-solving.
- Streamlined processes for better ticket management systems.
- Maintained documentation with accurate service desk procedures and policies.
- Liaised closely with other IT teams to resolve complex issues efficiently.
- Provided training sessions on new software applications for user competency enhancement.
- Ensured data protection compliance during all service desk operations,.
- Coordinated hardware repairs, reducing equipment downtime.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
Technical support specialist
MIS, University of Galway
Galway, County Cork
11.2004 - 01.2009
- Resolved technical issues by providing detailed troubleshooting steps.
- Installed software updates for improved system performance.
- Improved customer satisfaction with timely resolution of technical concerns.
- Provided comprehensive training to colleagues to enhance technical skills.
- Devised effective solutions, resulting in decreased downtime.
- Streamlined processes for increased efficiency in problem-solving tasks.
- Assisted clients via phone and email, ensuring quality service delivery.
- Managed network configuration tasks for secure and efficient operations.
- Regularly updated knowledge of latest technology trends to provide relevant assistance.
- Delivered high-quality remote support whilst maintaining professional demeanour at all times.
- Enhanced team productivity with the development of instructional manuals and guides.
- Maintained client relationships through provision of exceptional after-sales tech support services.
- Implemented IT security protocols, enhancing overall data protection infrastructure.
- Collaborated well within a team-oriented environment, fostering positive work relationships.
- Tracked technical issue patterns; suggested solutions for recurrent problems.
- Tested new hardware and software systems prior to full-scale implementation for smooth roll-out process.
- Guided users through step-by-step procedures; simplified complex instructions into layman's terms.
- Consistently exceeded customer expectations, managing status calls to advise progress during issue lifecycle.
- Maintained friendly and customer-centric approach as the first point of contact.
- Addressed customer technical inquiries via phone and email, providing detailed support.
- Liaised with third-party agencies for successful resolution of complex issues.
- Leveraged IT Help Desk and 2nd Line Support background to enhance technical problem-solving capabilities.
- Accurately determined support level required by gathering customer and technology information.
- Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
- Investigated and diagnosed customer's technical and product queries.
Education
EDI (J.E.B) Trainer Diploma in Teaching ICT - ICT Training
Mayoralty College
Galway 09.2000 - 04.2001
Bachelor of Arts Gaeilge Feidhmneach - Irish Studies
University of Galway
Galway 09.2011 - 08.2014
Advanced Trainer Skills Certificate - Trainer Skills
University of Galway
Galway 09.2017 - 04.2018
Undergraduate Diploma in Learning and Development - Learning and Development
University of Galway
Galway, County Galway 09.2021 - 04.2022
Diploma in Technology Enhanced Learning - Technology Enhanced Learning
University of Galway
Galway 09.2023 - 04.2024
Skills
- Leadership skills
- Strategic planning
- Project Management
- Customer relationship building
- Operational support
- Outstanding customer service
- Physical resource management
- Crisis handling
- Mentoring and coaching
- CRM Software proficiency
- Administrative procedures
- Organisational change
- Corporate governance
- Strong IT
- Performance monitoring
- Organisational development
- Innovation management
Affiliations
- Reading, Swimming, Gym Training, Kayaking, Abseiling, Zipwiring
Languages
Irish
Advanced (C1)
Albanian
Elementary
References
References available upon request.
Timeline
Diploma in Technology Enhanced Learning - Technology Enhanced Learning
University of Galway
09.2023 - 04.2024
Undergraduate Diploma in Learning and Development - Learning and Development
University of Galway
09.2021 - 04.2022
Advanced Trainer Skills Certificate - Trainer Skills
University of Galway
09.2017 - 04.2018
Manager
University of Galway
02.2015 - Current
Team lead
Registry, University of Galway
06.2013 - 01.2024
Bachelor of Arts Gaeilge Feidhmneach - Irish Studies
University of Galway
09.2011 - 08.2014
Service desk agent
ISS, University of Galway
01.2009 - 06.2013
Technical support specialist
MIS, University of Galway
11.2004 - 01.2009
EDI (J.E.B) Trainer Diploma in Teaching ICT - ICT Training
Mayoralty College
09.2000 - 04.2001
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