1. Personal Details
Name Karl Haren
Profile IT Support Specialist
 More than 6 years’successful 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,acknowledgedas“Total 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 connectingtocustomer’smachine
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