Jan 2025 – Apr 2025 · 3 mos · Cork, County Cork, Ireland · Hybrid

• Provided customer support to Electric Ireland customers, assisting with queries, complaints, and service requests.
• Worked with SAP CRM to manage customer accounts, update service requests, and resolve billing issues efficiently.
• Handled Amazon Payments, ensuring secure transaction processing, refunds, and payment-related support.
• Supported residential customers by troubleshooting billing inquiries, managing accounts, and activating services.
• Collaborated with internal teams to escalate complex cases and ensure timely resolutions.
• Maintained accurate customer records, ensuring compliance with data protection regulations and company policies.

Aug 2024 – Jan 2025 · 5 mos

• AI Agent Development: Designing and implementing an AI agent that can autonomously create, configure, and manage a validator node in Google Cloud Platform (GCP).
• Twitter Agent Development: Building and managing "Sakura," a Twitter agent designed to interact with users, promote engagement, and align with the company’s vision for an AI DAO.
• Automation and Efficiency: Ensuring the AI Validator's deployment and operations are self-sustainable and streamlined for scalability and efficiency.
• Technical Research and Development: Collaborating with the team to explore innovative technologies and methodologies to enhance the AI Validator’s capabilities and sustainability.
• Created and maintained dashboards and reports to summarize and interpret findings for stakeholders.
• Collaborate with clients and internal teams to gather, document, and align business requirements with project goals.
• Prepare presentations and documentation for client meetings.
• Support clients during solution implementation.

Mar 2022 – Aug 2023 · 1 yr 5 mos

• Achieved a 95% resolution rate by efficiently addressing and resolving 300+ client incidents, demonstrating exceptional problem-solving abilities and analytical skills.
• Managed and analysed incident requests in JIRA, ServiceNow, and SDP, conducting Root Cause Analysis to identify and address systemic issues, improving system reliability and customer satisfaction.
• Investigated and resolved escalated service issues, strengthening client relationships through effective Stakeholder Management and clear communication.
• Contributed to the optimisation of INFORMATICA applications, leading to a 20% enhancement in performance metrics.
• Led the support and analysis of a 24x7 Platform-as-a-Service environment as Shift Lead at DXC Technology, showcasing strong ownership and leadership.
• Enhanced system security and operational efficiency by implementing monthly patching on 50+ AWS servers and optimising 100+ Linux and Windows servers, resulting in a 15% reduction in downtime.
• Utilised AWX Ansible for server management tasks including backups, patching, and error resolution, streamlining processes and maintaining system integrity.
• Coordinated with cross-functional support groups to ensure timely issue resolution and developed comprehensive Knowledge Articles to facilitate efficient service requests.
• Collaborated with clients and internal teams to align business requirements with project goals, acting as an effective liaison.
• Prepared presentations and documentation for client meetings, ensuring clear communication of issues and feedback.
• Provided analytical support as a Shift Lead, overseeing incident management processes, boosting team productivity, and delivering training for new team members.

Jul 2020 – Aug 2023 · 3 yrs 1 mo