SEAN O'CONNOR
VANCOUVER,ENG
Summary
Solution-focused Technical Support Engineer known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software configuration, and system diagnostics. Excel in problem-solving, communication, and team collaboration, ensuring seamless operations and client satisfaction.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
STATSports
Newry, Co. Down
08.2022 - 05.2024
- Distilled complex technical information into easily digestible instructions for end-users by creating a walkthrough manual on how to use our 'Sonra' software. This was provided during client onboarding, helping to save time with potential client queries in the future. I was also onsite for client onboarding to ensure everything went smoothly, and the client had confidence in the system.
- Completed investigations to check on reported errors, reproduce problems, and trace faults by reading local logs, and using Datadog monitoring software. This allowed me to monitor over one thousand client laptops, and work with the development team to put fixes in place prior to the client reaching out.
- Installed new Sonra software for users, and monitored version and patch update requirements, ensuring all clients were on the latest software version to get access to the latest features offered.
- Tested the function of peripheral equipment, and completed quality repairs to ensure clients were content.
- Used Nulab project management software to track support tickets and document actions, allowing for full visibility of the status of tickets and actions being taken to resolve said tickets with different teams within the business.
- Produced a 'Software Report' monthly, documenting the number of issues faced, common issues that were arising, as well as obscure issues that I faced. This document was sent to relevant teams within the business for reference.
- Offered technical advice to developers and product owners to help optimize designs after liaising with clients about any new features they required, as well as improvements they wanted to see in the current software version.
- Documented bugs found in our software on Jira by adding tickets to sprints in an agile development cycle.
- Delivered reliable, high-quality technical support for users daily. Resolving over 150 client issues a month.
- Responsible for building, deploying, and managing pipelines for cloud users via AWS.
L2 Support Engineer & IT Operations Analyst
Trouw Nutrition
Belfast, Co. Antrim
06.2019 - 08.2022
- Developed training materials for customers on how to use specific applications and systems correctly.
- Configured and maintained Windows operating systems, applications, and networks.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software. I wrote up knowledge articles for employees to reference.
- Offered a specialist skill set to support recovery from emergency system failures in a production environment. This entailed working with multiple departments and global IT to ensure correct emergency procedures were in place in case there was a complete system failure, and to ensure that all mitigating factors were currently being adhered to.
- Administered user accounts and monitored logs for proactive security management among all staff and service accounts.
- Responsible for the rollout of the new company website and its reporting and maintenance, including the rollout of the new customer portal. This entailed follow-up calls with customers over any queries they had about the website, and offering walkthroughs to help them get up to speed with the website.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
Education
Bachelor of Arts - Business And Information Technology
Queens University
Belfast08-2021
Skills
- Hardware upgrades
- Application installations
- Debugging
- Problem resolution
- Customer support strategy
- Software troubleshooting
- Support system management
- Teamwork and collaboration
- Remote support
- Ticket management
- Technical support
- Communication
- Organisation
Timeline
Technical Support Engineer
STATSports
08.2022 - 05.2024
L2 Support Engineer & IT Operations Analyst
Trouw Nutrition
06.2019 - 08.2022
Bachelor of Arts - Business And Information Technology
Queens University
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