Colm Dougan

Operations Associate

Dublin, County Dublin, Ireland23 yrs 7 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Over nine years of experience in manufacturing and technical support.
  • Awarded third place in IATA NDC Hackathon 2017.
  • Expertise in SQL performance optimization in banking.
Stackforce AI infers this person is a Technical Support Specialist with strong expertise in Manufacturing and Software Development.

Contact

Skills

Core Skills

Technical SupportProblem SolvingSqlSmartphone App DevelopmentManufacturingDebugging

Other Skills

Bug DetectionCustomer Services ManagementCustomer Experience ManagementCustomer Service Technology SupportDelivery ExcellenceTeradata SQLSQL Performance TuningSQL Code DocumentationTeam CollaborationPresentation SkillsCleanroom OperationsProcess ImprovementTroubleshootingDatabase ManagementMicrosoft Office

About

An experienced ICT professional with a strong background in IT and manufacturing. Over Nine Years as a Manufacturing Technician with Intel Corporation and Six Years as a Debug Technician with 3COM Corporation, where I excelled in analyzing, solving, and resolving complex technical issues. I have proven expertise in SQL performance optimization within a leading banking institution, complemented by Three Years of college training in Data Analytics and Computer Programming at Dublin Business School. I am passionate about continuous learning, educating others, and driving innovation in technical environments. Experience :- • SQL and Excel, Electronics, Office • Python and Data Analytics, Cleanroom, Zoom • The R Language, Manufacturing, Engineering • Microsoft Visual Code Studio, Programming, Debug and Repair In 2017, I completed a Level 7 QQI Computer Programming Certificate in DBS College. Modules included C #, SQL, OOP, Algorithms and Problem Solving. In 2016 I studied for a Level 8 Higher Diploma in Science in Data Analytics in DBS. The course included the following Modules: 1: Data Mining 2: Data Visualization 3: Advanced Data Analytics 4: Programming for Big Data 5: Statistics 6: Marketing & Management Theory 7: Report Writing. The Study in College of the following Software Applications: 1: Python 2: R 3: SQL 4: Excel 5: Tableau. I Worked for nearly Ten Years as a Manufacturing Technician in Intel , Processing 300mm Semiconductor Wafers in Class One Cleanroom Environment. Received numerous Rewards for solving work related issues. Later made Shift Coordinator for Resolving Processing Errors within FAB24. Software Hackathons , Attended: 2017 Hackathon - Conference Centre Dublin - IATA NDC Hackathon - Business App. - Third Place Prize. 2016 Hackathon - Google HQ Barrow Street - Smartphone Apps. for Sight Disabled People. Workshops Attended: World Legal Summit - The Law Library SAS Forum 2019 - Radisson Blu Royal Hotel Microsoft Azure Boot Camp - Spanish Point Technology HTML & CSS Workshop - FilmBase - Temple Bar Tableau Workshop - The Information Lab SQL Saturday 2017 - TCD Artificial Intelligence Workshop - DCU Digital Marketing - Connector Workshop - TCD Google Cloud Day - Croke Park Speaker Conferences Attended: The BCS/IET Alan Turing Lecture 2017 - Dublin Castle

Experience

Accenture

2 roles

Product Support Analyst - Grade 2

Mar 2022Present · 4 yrs

  • Support Social Media Advertising Products, Created and Operated by a very well-known International Social Media Company.
  • Duties: Technical Support / Resolve Product Confusion / Bug Detection
  • Interact with the Company's Sales Representees, around the World.
  • Product Support Analyst's Job Role:
  • 1: Identify Potential Software Bugs -- Understand Bug Filing and The Bug Management Process.
  • 2: Triage and Resolve Product Confusion and provide feedback to the Company's Clients.
  • 3: Develop Deep Knowledge, within an Advanced Complex Product Group.
  • 4: Investigate and Prioritize Technical Issues / Product Confusions.
  • 5: Escalate issues to a Product Specialist, when necessary for further Troubleshooting and De-Bugging.
  • 6: Discern Product Confusion from Software Bugs.
  • 7: Identify Potential Solutions and advise the Company's Sales / Advertising Teams.
  • 8: Examine Internal Server Logs, with advanced propriety software tools, to detect Software Bugs.
  • 9: Document Software Bugs and Product Confusions using In-House Internal Reports.
  • 10: Write Basic Bug Reports / Product Confusion Internal Reports: --> Include Examples :- Screenshots, Videos of the Product in Action, Links to in-house Engineering Article’s. Links to in-house Software Debugging / Analysis Tools.
  • 11. Participate in Team Meetings, Search Knowledge Base Articles, Read Product Update Bulletins. Attend in-house Trainings. Glean Knowledge from in-house Chatroom Engineering Conversations.
  • Behavioural Qualities, when responding to the Companies Sales and Advertising Teams:
  • 1: Clear Communication
  • 2: Professionalism
  • 3: Deep Investigation
  • 4: Be Empathetic when Responding
  • 5: Show Deep Knowledge
  • 6: Give Clear Explanations.
  • 7: Educate the Client Interface Team.
  • 8: Show some Clarity of Thought.
  • 9: Come to a Conclusion.
  • Skill’s used during the Job / Project Lifecycle:
  • 1: Customer Services Management
  • 2: Customer Experience Management
  • 3: Customer Service Technology Support
  • 4: Delivery Excellence
  • 5: Problem Solving
Technical SupportBug DetectionCustomer Services ManagementCustomer Experience ManagementCustomer Service Technology SupportDelivery Excellence+1

Product Support Analyst - Grade 1

Jun 2021Mar 2022 · 9 mos

  • Support Advertising Software Products, Created and Operated by a very well-known International Social Media Company.
  • Provide: Technical Support / Resolve Product Confusion / Bug Detection
  • Interact with the Company's Representees, around the World.
  • The Product Support Analyst's Job Role:
  • 1: Identify Potential Software Bugs -- Understand Bug Filing and The Bug Management Process.
  • 2: Triage and Resolve Product Confusion and provide feedback to the Company's Clients.
  • 3: Develop Deep Knowledge, within an Advanced Complex Product Group.
  • 4: Investigate and Prioritize Technical Issues / Product Confusions.
  • 5: Escalate to a Product Specialist, when necessary for further Troubleshooting and De-Bugging.
  • 6: Discern Product Confusion from Software Bugs.
  • 7: Identify Potential Solutions and advise the Company's Sales / Advertising Teams.
  • 8: Examine Internal Server Logs, with advanced propriety software tools, to detect Software Bugs.
  • 9: Document Software Bugs and Product Confusions using In-House Internal Reports.
  • 10: Write Basic Bug Reports / Product Confusion Internal Reports: -- Include Examples :- Screenshots, Videos of the Product in Action, Links to Engineering Article’s. Include Links to in-house Software Debugging / Analysis Tools.
  • 11. Participate in Team Meetings, Search Knowledge Base Articles, Read Product Update Bulletins. Attend in-house Trainings. Glean Knowledge from in-house Chatroom Engineering Conversations.
  • Behavioural Qualities to be used, when responding to the Companies Sales and Advertising Teams:
  • 1: Clear Communication
  • 2: Professionalism
  • 3: Deep Investigation
  • 4: Be Empathetic when Responding
  • 5: Show Deep Knowledge
  • 6: Give Clear Explanations.
  • 7: Educate the Client Interface Team.
  • 8: Show some Clarity of Thought.
  • 9: Come to a Conclusion.
  • Skill’s used during the Job / Project Lifecycle:
  • 1: Customer Services Management
  • 2: Customer Experience Management
  • 3: Customer Service Technology Support
  • 4: Delivery Excellence
  • 5: Problem Solving
Technical SupportBug DetectionCustomer Services ManagementCustomer Experience ManagementCustomer Service Technology SupportDelivery Excellence+1

Socia

Covid - 19 Pandemic

Jan 2020Jun 2021 · 1 yr 5 mos · Dublin, County Dublin, Ireland

  • I was Unemployed during this Time, due to the Covid-19 Pandemic.

Aib

Junior Data Engineer

Jan 2019Apr 2019 · 3 mos · Burlington Road, Dublin 4, Ireland.

  • SQL Developer on IBM Mainframe Computer Systems.
  • Teradata SQL and Teradata SQL Assistant (SQL 92 Equivalent)
  • Assigned to the Production Department on the Third Floor, AIB Burlington Road D4
  • Fixed Bugs in SQL Code to Strict AIB Standards
  • Responsible for SQL Performance Tuning.
  • Implemented Performance Tuning on SQL Tables,
  • by Collecting Statistics Information on Table Performance.
  • Ran Queries Remotely on the Mainframe, using Teradata SQL.
  • Tested for Impact Analysis on SQL Code Updates.
  • Completed Unit Testing on SQL Code Updates.
  • Documented Changes to SQL code, in-line with strict AIB standards.
  • Updated Buggy SQL Code whilst under the supervision of a Senior IT Professional.
  • Successfully Implemented a Finished Project on the IBM Mainframe System.
  • Basic Working knowledge of IBM z/OS, IBM JCL, IBM ISPF and TSO.
  • A: IBM z/OS, IBM ISPF, IBM EXEC, IBM JCL and IBM TSO.
  • B: Teradata SQL and Teradata SQL Assistant (SQL92).
  • C: IBM TN3270 Terminal Emulator.
  • D: Partitioned Data Sets (PDS1, PDS2).
  • E: IBM SQL Error Codes.
  • 1: SQL for Big Data
  • 2: SQL Performance Tuning
  • 3: SQL Impact Analysis
  • 4: SQL Unit Testing
  • 5: SQL Code Documentation
  • 6: Obtaining Sign-Offs from Table Owners and Data Stewards.
  • 7: Implementing the Finished Project on the IBM Mainframe System.
  • I worked in Production on the Third Floor, doing two main types of Work.
  • A: Fixing Bugs in SQL Code to Strict AIB Standards.
  • B: Implementing Performance Tuning on large SQL Tables,
  • using "Collect Statistics" Information.
  • I successfully implemented one small Project, before I left A.I.B.
  • Other Small SQL Projects were in various stages of Development.
SQLTeradata SQLSQL Performance TuningSQL Code Documentation

International air transport association (iata)

IATA #NDC Hackathon Award 2017 (Third Place)

May 2017May 2017 · 0 mo · The Convention Center, Dublin

  • IATA Airport Retail Hackathon Competition at the Convention Centre, Dublin.
  • Winner: Third Place Prize.
  • It is a known fact that 50% of an Airports Income comes the Retail Shopping Area within the Airport.
  • Our Team designed a Smartphone App. for the Busy Business Traveler.
  • Once the Business Traveler was near the Airport Retail Area,
  • It would try to entice the Traveler into the Retail Stores Area with Special Offers etc.
  • The App. would remind the User of upcoming Birthdays and Anniversaries etc.
  • In Addition the Users Needs are looked after, from the moment the Business User
  • left Home to the moment they arrived at their Destination.
  • We gave a Three Minute Presentation to the Judges in the Conference Center.
  • Our Team won the Third Place Prize for the SmartPhone Airport App. Idea.
  • We were Awarded Six Weeks of Business Incubation.
  • ( See Slide with wavy line, below)
Smartphone App DevelopmentTeam CollaborationPresentation Skills

Google

Disability Hackathon in Dublin (2016)

Nov 2016Nov 2016 · 0 mo · Barrow Street Dublin

  • Disability Hackathon, November 2016.
  • Google Ireland HQ Barrow Street, Dublin.
  • SmartPhone App. Competition.
  • The Team Members and I came up with a Smartphone App. for People with Sight (Eye) Disabilities.
  • The App. would Hook into a Dublin Bus API and a Google Maps GPS API.
  • It would Talk to the User using Google Voice on the SmartPhone.
  • The App. would try to identify the Bus Stop the User was at and
  • when the Bus or Buses were due.
  • It would remind the User of Appointments using Google Calendar.
  • It would also Translate Messages, for Persons whose first language
  • was not English using Google Translate.
  • The person would speak to the App. and the App. would then speak back to the Sight Disabled Person.
  • We named the Project TARA's.
  • This stood for:
  • ( Transport Authority Rapid Area Solution )
  • The Application would also have an API that Students
  • in Schools or Colleges or at Coder-Jo Events
  • could write Plugins for, possibly using JavaScript.
  • After the Students tested the Plug-in,
  • it would then be uploaded to the Apps Website,
  • so that others could download and use it.
  • We Presented our Proposal to the Judges and an Audience
  • in Google Ireland HQ, Barrow Street in a Three Minute Timeframe.
  • The Minister for People with Disabilities came to the Event and Viewed our Proposal.
  • I enjoyed the Event and it was lots of Fun. !!
  • See the Article Titled " Disability Travel Hackathon in Google " in the Articles Section on this Webpage for some more info.
Smartphone App DevelopmentTeam CollaborationPresentation Skills

Intel corporation

Manufacturing Technician FAB24

Jan 2004Mar 2014 · 10 yrs 2 mos · Leixslip, County Kildare, Ireland.

  • Manufacturing Technician | Clean Room Technician
  • Intel FAB24 | Semiconductor Manufacture | Safety and Quality
  • | Preventive Maintenance | WIP Coordinator | Passdowns
  • Extensive Experience: -- in a High Tech Cleanroom Environment with a World Leading Company.
  • Responsible for Daily Initiation of Production and Test Silicon Wafers.
  • Consistent Contribution: -- I was diligent in identifying Safety and Quality Issues.
  • Received many small rewards for quickly resolving Process Problems in my role
  • as a Wipco Coordinator and for taking corrective action to recover silicon wafers
  • during process errors.
  • Rewarded: -- by being one of the few Intel Employees to consistently receive a
  • pay upgrade during the Great Recession. Also received many small rewards
  • during the course of my duties.
  • Training: -- that included :- Electronics, Pneumatics, Blueprint Reading,
  • Hazardous Materials Handling, Confined Space Entry, Equipment Setup and
  • Control, Manual Handling, Preventive Maintenance, Lockout / Tagout,
  • and Logging Safety and Quality Issues.
  • Regular PM Cleaning and Wipe-Downs of Starts Cleanroom Equipment and Tools.
  • Maintained a Record of Cleanroom Safety and Quality Issues.
  • Appointed the On Shift WIP Coordinator (WIPCO) for all Areas in FAB24.
  • Logged Pass-Down and Highlighted Issues to Incoming / Outgoing Team at Start and End of Shift.
  • Managed the Scrap and Reclaim of Semiconductor Silicon Wafers.
  • Clam-Shelled Sample Semiconductor Wafers for Engineering Analysis.
  • Managed the Bagging and De-Bagging of Silicon Lots for Shipping.
ManufacturingCleanroom OperationsProcess Improvement

3com corporation

Debug Technician

Dec 1997Nov 2003 · 5 yrs 11 mos · Ballycoolin Industrial Estate Dublin

  • Functional Debug Technician in Building Two.
  • Debug Ethernet 10/100 Network Hubs and Network Switches.
  • 1: Monitored Build Progress of 600 3Com Network Units per Shift.
  • 2: Troubleshooted Faulty Units to Component Level using Functional Test Equipment.
  • 3: Used HP3070 Series 2 ICT Testers to Troubleshoot Circuit Board Problems.
  • 4: Bag and Tagged Example Faulty Components and Leave for Engineering Analysis.
  • 5: Maintained a Database of Common / Rare Circuit Board Fails and their Solutions.
  • 6: Worked closely with Line Operators and Manufacturing Supervisors.
  • 7: Turned around Faulty Product to increase Production Yields.
  • 8: Logged Component Fails on a CIM Computer Workstation.
  • 9: Generated Debug Reports using Lotus Notes.
  • 10: Trained in new Debug Technicians as needed.
DebuggingTroubleshootingDatabase Management

Wang ireland

Workshop Technician

Jul 1996Oct 1997 · 1 yr 3 mos · Dublin Ireland

  • PC Workshop Technician:
  • Duties:
  • Repairing Wang and Dell Desktop Computers at Service Workstation.
  • 1: Repair of Dell Desktop Computers in the Optiplex and Dimension range.
  • 2: Repair of Wang 386 Desktop Computers.
  • 3: Provided Telephone Support for Wang Customers.
  • 4: General Workshop duties as and when needed.

Siemens

Three Months Unpaid Work Experience

Jun 1983Aug 1983 · 2 mos · Dublin Industrial Estate Dublin

  • Three Months Unpaid Work Experience.
  • Duties:
  • 1: Assembling Domestic Electricity Rate Meters for the ESB.
  • 2: Assembling Telephone Exchange, Switching Units for Irish Telecom.
  • 3: Occasionally Helping Out in the Store Room.
  • 4: Filling Assembly Line Kanban Bins with Components Parts.

Education

Dublin Business School

Certificate in Computer Programming BCE07PGM — Level 7 QQI Award

Jan 2016Jan 2017

Dublin Business School

Honours Diploma in Science in Data Analytics BHD08DNL — Level 8 QQI

Jan 2015Jan 2016

Dublin Business School

Certificate in Data Managment and Analytics BCE08DMA Level 8 QQI Award.

Jan 2014Jan 2015

Kevin Street DIT

Electrical — Electronics and Communications Engineering

Jan 1987Jan 1990

Colaiste Eanna VEC Cabra

Foundation Course in Engineering — Mechanical Engineering

Jan 1982Jan 1983

Cloiste Eanna VEC Cabra

Intermediate/Middle School - Leaving/High School Education

Jan 1977Jan 1983

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