Phil O'Kane

Phil O'Kane

Technical Support Engineer

Personal Profile

A highly competent and enthusiastic IT Support Officer and systems administrator who is highly organised with experience of providing advice, practical assistance and support to system users in a fast-paced digital media enterprise environment. I am a problem solver who enjoys challenges and possesses strong customer service skills, excellent communication, attention to detail and follows technology and media trends to bring the latest ideas to the team.

Work Experience

M.P Moran & Sons Ltd

IT Support Officer

Providing technical support to company staff of 250+ over 7 branches.

Moran House, 449-451 High Rd, Willesden, London NW10 2JJ

August 2015 - Current

  • Installing, maintaining and upgrading hardware and desktop software.
  • Troubleshooting hardware and software issues, rectifying where possible.
  • Create and manage Active Directory user accounts and services, including group policies and group permissions.
  • Purchasing IT equipment and software for company and network infrastructure.
  • Maintaining network uptime throughout the company.
  • Maintain inventory of IT spares and stock for company use.
  • Escalate issues with software and network vendors when required.
  • Liaising with external contractors as required.
  • Testing and evaluating new technology.

Blacknight Internet Solutions Ltd

1st Line Technical Support

Unit 12A, Barrowside Business Park, Sleaty Road, Carlow, Ireland

July 2013 - Present

  • Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail and livechat.
  • Act on requests from other departments within the company.
  • Troubleshooting system issues and customer technical problems as well as the ability to convey technical solutions in a clear and concise manner.
  • Configuring email, web hosting and DNS management within the control panel and hosting platform.
  • Perform remote management admin tasks on Linux servers via command line and Windows 2008/20012 servers on a network of 4,000+ servers.
  • Work within strict SLAs providing excellent support to over 70,000 customers.
  • Publish and maintain online and internal support documentation.
  • Follow strict policies and procedures regarding security and data protection.
  • Taking ownership of problems and tracking them to a successful conclusion.
  • Analysing call logs to spot trends and underlying issues.
  • To log & prioritise system & user support calls for the second line support team.
  • Recording and actioning faults as reported on: PC’s, servers, laptops and mobile.
  • Determining the nature of faults and the steps required to rectify it.
  • Testing and evaluating new technology.

Concentrix

Cisco Customer Care Representative

9 Lanyon Place, Belfast, Co Antrim, BT1 3LP

January 2013 – July 2013

  • Act as first point of contact for any Cisco Customer, Partners/Reseller or Employees.
  • Provide support to customers via the telephone, email and chat.
  • Support the customer in ordering products, employee support, Cisco certification and Training, Partner Help, Technical Support and Pre-sales.
  • Redirect the caller to the appropriate department within Cisco.
  • Solve customers’ problems and make customers aware of Cisco products/website and educate the customer to become more self sufficient.
  • Take ownership until customer’s problem is fully resolved.
  • Flexible to assist in other teams across the business depending on business need.

Key Skills

  • OS: Microsoft, Fedora/Centos/Ubuntu Linux, Mac OS X. iOS, Android. Windows Server 2003/2008/2012
  • MS Exchange & Active Directory.
  • Ticket-monitoring systems
  • TCP/IP & server/client protocols (SSH, FTP, HTTP, SMTP, POP3, IMAP).
  • Google Mail/Apps for Business.
  • Familiarity with programming languages such as CSS, PHP, Python, Java, Bash, SQL etc.
  • Photoshop & digital editing suites
  • Typing Skills — 75 wpm avg

Education

University of Ulster

Qualification

2012 Photography BA (Hons) 2:2

College/University

Qualification

10 GCSEs at grade D or above (inc. Maths (C) and English (B))
AVCE Business Studies (C) (D)
AVCE ICT (C)
RSA Stage I & II Word Processing