Karl Haren CV
- 1. Personal Details Name Karl Haren Profile IT Support Specialist More than 6 yearssuccessful experience incustomerservice andsupportwithrecognized strengthsin problem-solvingandtrouble-shooting,aswell asplanning/implementingproactive proceduresandsystemstoavoidproblemsinthe firstplace Possesssolidcomputerskills. Excellentworkingknowledge usingbothIBMandMac systems;Lotus1-2-3, MicrosoftExcel, WordPerfect,MicrosoftWord, Abilitytotrain,motivate andsupervise customerservice employees. A teamplayer,acknowledgedasTotal QualityCustomerService Professional. Developplan,reportsand analyses, Synopsisof Achievements Withinthe 6 years thatI have beenworkinginthe customerservice/helpdeskindustryIhave developedandfine-tunedexceptional communicationskills,theseskillswerefinertunedinmy time as an EscalationCoordinator.Where Itookplace indailymanagementandclientmeetings bothin personandvia Conference calls. Receivedtwopromotionswithinthe 3yearsof employmentbyHewlettPackard. Education / Qualifications / Training Oct 2007 - March 2008 FAS Course Course: Computer Installations, Internet & Web Design On compilation of this course I received a level 5 customer service Fetac Cert and a city & guilds cert in computer installations. Employment History Employer OCRex Ltd Position IT Support Specialist Dates October 2015 - Present Duties RespondingToincomingphone callsandemailsregardingtechnical issuesfacedby Accountingstaff UsingOCRex AccountingSoftware Remote connectingtocustomercomputersandservertotroubleshootsoftware issues Loggingall callsand escalatingif andwhenrequired. CreatingSupportdocumation CreatingandrunningweeklyandMonthlyCall handlingreportsandcall issue reports
- 2. Employer Fujitsu Ireland Position 1st Line Technical Support Dates January 2014 - January 2015 Duties RespondingToincomingphone callsandemailsregardingtechnical issuesfacedbyBoardGaisstaff and engineers. Making outboundcallstoengineersinrelationtoscheduled updatestohandhelddevicesand issueswithworkorders. Remote connectingtoenduserscomputersandhandhelddevisestoresolve issuesandpush updatesontothem. Site visitstobuildandrepairsystemsandprovide deskside supportasrequired Track all callsandemailsactionedbyme withinourticketsystemandmonitorall updatesuntil issue isresolved Employer AMSTECH CONTRACTS LTD Position OFFICE ADMINSTRATOR Dates JULY 2013 TO NOVEMBER 2013 Duties RespondingToincomingemailsandphone callsrelatingtocouncil jobcontracts Schedulingappointmentswithcounciltenantstoview andquote works. Schedulingdate of commencementof workstobe carriedoutfor removal of asbestosmaterial. Typingup methodstatements of worksrequiredtobe carriedout InvoicingCouncil forworkscarriedoutbyAmstechContracts. General Office dutiesandstoreswork. Employer BANK OF IRELAND Position 1ST LEVEL HELPDESK AGENT Dates APRIL 2013 TO JUNE 2013 Duties Providing1stLine helpdeskandtechnicalsupporttoBankof IrelandsBusinessonline customersvia phone andemail. TalkingBusinesscustomerthroughnavigatingBankOf Irelandsonline bankingaccountwebsite. ResolvingTechnical Issuesthat usersmaybe experiencingwhile tryingtomanage theironline bankingexperience. Assistingcustomerswithpaymentqueriesandtransactionsbothdomesticandinternational. AssistingwithqueriesrelatingEFT/BACSpaymentsandCHAPSpayments Assistingwith queriesrelatingtowage filesandpayments. Assistingwithtechnical queriesoverdifferentwindowsOSfromWin95 to Win8 InternetExplorersecurityandJavasettings
- 3. Employer HEWLETT PACKARD Position ESCALATION COORDINATOR Dates DEC 2011 TO OCT 2012 Duties My Dutiesasan EscalationCoordinatorwere partof the administratorteamforthe service desk.It was myduty to take ownershipof all escalationsraisedandtoperformafull investigationand analysisintothe cause of each escalationraised.Once IcompletedmyinvestigationIwouldthe generate afeedbackreportforthe escalationwhichIwouldLogon the AdministrationSharePoint, At the endof the weekIwouldruna weeklyreportonall escalationsforthat weekwhichIwould the provide toService DeliveryManagerandOperationsDeliveryManager. Alsoas part of thisrole where myinvestigationleadtodiscoverthatescalationwasthe directcause of a firstor secondlevel agentsmistake ornegligence,Dependingonthe nature of the mistake or negligenceof the agentIwouldplace themona personal improvementplanorprovide furtherone to one trainingwiththem. Employer HEWLETT PACKARD Position INCIDENT LIFECYCLE COORDINATOR Dates JUNE 2011 TO DEC 2011 Duties My DutiesasIncidentLifecycleCoordinatorwere partof the administrationteamforthe service desk.Itwas my dutyto monitorlifecycle of all incidents/casesopenedbythe customerservice desk fromtime of openingtoresolutionandclosure of incident/case.Insuringall casesare actionedand resolvedwithinallowedtime frame andinsuringKPI'swere notmissed. Developingstrongworkingknowledge of policiesandproceduresandanalysingandsuggesting Process improvementsRundaily,weeklyandmonthlytrendandanalysisreports,includingbutnot limitedtoopencase reports,Trendreports,priorityincidentreportsandImpactreports,Regular clientandcustomerface to face meetingaswellasconference calls todiscussissuesnotedin reports. Employer HEWLETT PACKARD Position TECHNICAL SUPPORT ANALYST Dates JAN 2010 TO JUNE 2011 Duties Respondtoinboundcallsandemailsfromcustomersfacingtechnical andcomputerrelated issues. Troubleshoothardware,software andprogramissuesbyremote connectingtocustomersmachine where possibleorrequestingerrormessagesandtryingtorecreate issue soasto troubleshootit and finda solutionorcause. Log all actionstakenprovidingdetailedinformationonthe Issue raisedtroubleshootingstepstaken and resolutionif firstcall resolution,assigningtickettocorrectsupportgroup if no resolution found. Employer STREAM Position TECHNICAL SUPPORT ANALYST Dates JAN 2008 TO AUG 2009
- 4. Duties ProvidingHighdegree of customercontactthroughphone andemail,deliveringresultsand workingwithinateamenvironment. Followingthroughonall customerqueriesandsuggestingimprovementswhenrequired and problemsolving SupportingfollowingProducts. BroadbandConnection,Dial upinternet,IPTV,NortonAntivirus OperatingSystemsSupported,Windows95,Windows98, Windows2000, WindowsME,Windows Vista,WindowsNT,WindowsXP,MacOS X/Mac OS Employer Irish Rail Position Engineering Supervisor Dates Oct 2005 TO Oct 2007 Duties My Dutiesasan engineeringsupervisorforIrishrail were tooversee contractorscarryingout upgradesto stationsandrail lines,toinsure all trainmovementshadceasedbefore allowingany contractors commence workonstationsandlines.Toinsure all safetyprecautionswere takenby contractors whenworkingonor nearoverheadtrainpowercables,andtotrack and monitortrain movementswherecontractorswere requiredtoworkonlive rail line. References Available on Request