Dates:	Employer:	Position:
Mar 2002 - Feb 2004	Sykes,	Customer Services Analyst
	Unit D1,
	Shannon Industrial Estate,
	Shannon,
	Co. Clare.
About 50% of my time was concerned with providing Technical Support and Customer Services for the Sony Vaio range of Desktops and Notebooks, and the Sony Clie range of PDA's. The remainder of my time was devoted to dealing with Technical and Non-Technical escalations. This involved researching problem cases that were forwarded to me my other agents on the phones and either providing a direct answer to the query myself, or contacting Sony with a request for the required information. These cases had to be tracked and reports generated for the Team Leaders on the account, and I developed several spreadsheets to achieve this.
Jan 2001 - July 2001	Dell Computers,	Technical Support Associate
	Cherrywood Science & Technology Park,
	Loughlinstown,
	Cabinteely,
	Co. Dublin.
Providing front line technical support to Dell’s corporate clients on the Latitude & Inspiron notebook lines. Troubleshooting and resolving hardware & software issues on the Wintel platform.
Between 1993 and 2001 I worked in the Hospitality Industry for several different employers. I began as a Glass Collector, and worked my way to Manager for a bar, restaurant & nightclub in Co. Cork. I have extensive experience dealing with customers, both face to face and over the telephone.