Richard Noonan

Contact: Richard Noonan +353 - (Mobile)- Richard Noonan | LinkedIn Experience: valid8Me.com Enhanced AML Compliance for businesses in a radically future proof and cost-effective way. The first solution to tackle KYC Lifecycle Management by offering a unique reusable digital identity, that works for all consumer and business types. Senior Technical Support Specialist July 2023 - October 2024 (1 year 3 months) Cork, County Cork, Ireland Client Success & Support through by Phone, Live Chat, MS Teams and Email (Tickets) Troubleshooting client issues using Browser Developer Tools and HAR files Bug & Issue logging and tracking using Jira Working closely with Engineering and Product Teams on technical issues and product improvements Collaboration with Client Delivery Managers on client specific needs Knowledge Base Article creation and maintenance using Hubspot Skills: Technical Support · Software Troubleshooting · Customer Success · Technical Writing · Software Testing ·Jira · Confluence · Hubspot · Slack · MS Teams · O365 Teamwork.com SAAS Project/Task Management, Helpdesk/CRM and Chat software provider. 8 years 4 months Technical Product Support Specialist April 2018 - June 2023 (5 years 3 months) Cork Metropolitan Area Subject Matter Expert for Teamwork’s SAAS Helpdesk Product. Last line of support for Enterprise Client Escalation resolution. Working with Product Teams on bugs, feature requests & roadmap. Assist and mentor Tier I through to Tier III Support Agents with external customer technical issues. Examples: Investigation of email delivery issues and ticket posting issues using Teamwork’s Email Service Provider logs and analysing Email Headers. Domain verification of inboxes using CNAME, SPF & DKIM DNS. Troubleshooting SMTP Servers Connection issues, including Authentication, Ports and Security - SSL/TLS & STARTTLS. O365/MS, G Suite and Domain SMTP servers. Troubleshooting of Frontend and Backend bugs to API level using Browser Developer Tools. Product Knowledge Expert in Teamwork’s SAAS Teamwork Desk product and acting as a resource for all customer facing teams Support, Success and Sales. Training/Development - Ticket Reviews Reviewing of Agent’s tickets relating to the product to understand trends and to ensure QA. Identify knowledge gaps and recommend necessary coaching/training. Create and maintain basic UI and Product Settings training through to Advanced Troubleshooting training material and training guides for new hires to Tier III Agent level. Delivery of the same training on site and remotely. Gather feedback from the customer-facing teams and report to the product team. Gather information from the Product team and relay it back to customer-facing teams. Skills: Troubleshooting · Mentoring · Training & Development · SaaS Development · Escalation Resolution · Gsuite · Teamwork Desk · Zoom · Postman · Mailgun · Sendgrid Product Support Specialist & Interim Team Lead May 2016 - March 2018 (1 year 11 months) Technical Support Agent March 2015 - April 2016 (1 year 2 months) Amazon Global Online Retailer IT Support Technician September 2010 - February 2015 (4 years 6 months) Cork IT Support at Cork's Amazon Customer Service site Respond to internal customer service requests for hardware & software issues. Build of desktop PCs & Laptops in Windows 7 & MS Office 2010 English, French, Italian & in Linux (Ubuntu). Mainly from SCCM and FOG Server images. Receive delivery of desktops & laptops. Unpack and storage of desktops & Laptops. Image, log and issue with encryption when collected. Installation of full desktop and laptop workstations including docking stations & dual screen extended desktops. Troubleshooting of PCs & Laptops to RAM, HD & Motherboard Level & calling vendors to organize replacement and return of in warranty modules. Dismantling of workstations and organizing extraction of Company assets in an organized and recorded way. Setup of work from home installations in CSAs homes which also involved setting up internet connections and calling ISP when necessary. Provide remote assist though Windows Remote Assist and Citrix Go to Assist when work from agents experienced issues. Troubleshooting and resolving desk-side tickets. Active Directory users’ management and password resets/account unlocks, VPN token access issues etc. Network troubleshooting & diagnosis data ports. Wireless troubleshooting/ Wireless certificates. Data Retrieval from Hard Drives of defective laptops (when possible). Bit-locker encryption recovery. Roaming and Local Profile Management. Home Drive/Network Space Admin. Shared Folders and Permissions Admin. Submission of RFQs and raising of Purchase Requisitions for IT equipment. Delivery of IT Training and IT Inductions. Provisioning of SIP desk phones and administration of Mobile Smart Phones. Network/Server Room Troubleshooting and Implementation of Change Management to replace CISCO/APC modules when required. Arrange RMA of defective modules to Vendor. Flextronics International Electronic Troubleshooting Engineer & Supervisor November 2003 - April 2008 (4 years 6 months) - Cork Advanced Analogue and Digital Electronic Circuit Troubleshooting at Engineer Level. Supervision and Training of Technicians. Customer interaction off-site and on-site. Convertec Electronic Design Engineer July 2002 - August 2003 (1 year 2 months) - Wexford Power and Analogue Electronic circuit Design. PCB and EMC Design. Artesyn Technologies Electronic Design Engineer June 1994 - June 2000 (6 years 1 month) – Youghal, Co. Cork. Power and Analogue Electronic circuit Design. PCB and EMC Design. Customer and Sister Site Visits. Generation of Documentation etc. Education The Open University - BSc  Electronics, Computing, Applied Mathematics & Applied Physics · 2000 Munster Technological University - National Certificate in Science Applied Physics & Instrumentation · 1990