About Me.

Summary

Jim Gogarty is an IT support and administration expert with extensive experience in the pharmaceutical, marketing, and food sectors. He holds an AWS Cloud Practitioner certification, an (ISC)² Cyber Security Certificate, and more in Networking and Information Systems. Jim has led teams and mentored junior tech support team members. He has worked closely with IT change control policy and implemented various cybersecurity, infrastructure, and software projects.

Jim is passionate about leveraging innovative technologies and streamlining business processes to improve productivity and efficiency. He is a proactive problem solver, always seeking new challenges and professional growth opportunities. Jim’s diverse experience, from e-commerce business ownership to construction foreperson, demonstrates his adaptability and commitment to excellence in every role he undertakes. Jim is the perfect candidate if you are looking for an IT expert with a proven track record of success. His experience in the Pharma, Marketing, and Food sectors has given him a unique perspective on the industry, and his certifications in AWS Cloud Practitioner and (ISC)² Cyber Security demonstrate his commitment to staying up-to-date with the latest technologies and best practices.

Jim’s leadership skills and experience mentoring junior tech support team members make him an ideal candidate for any IT support or administration role. He is passionate about leveraging innovative technologies to streamline business processes and improve productivity and efficiency. Jim is a proactive problem solver who seeks new challenges and professional growth opportunities. His diverse experience, from e-commerce business ownership to construction foreperson, demonstrates his adaptability and commitment to excellence in every role he undertakes.

My Experience.

IT Support Specialist

Tayto Snacks

Nov 2023 – Present

Provide first-line technical support to end-users via phone, email, or in-person; can prioritize, monitor progress, and apply escalation procedures for requests or incidents as necessary.
Assist users in using their workplace systems, products, and services by providing support, advice, and 'light' training.
Initial diagnosis of any issues and use of known and new solutions where appropriate. This includes hardware, software, and network-related problems, such as desktops, laptops, printers, and other peripherals.
Help maintain and update IT policies, procedures, and documentation. Maintain IT inventory and knowledge database.
Ensure IT Help service coverage during service hours
Mobility support, e.g. VPN, Mobile phones, and Devices
Assist in deploying, configuring, and maintaining servers, workstations, and networking equipment. Test, install, and deploy workplace products and services, including regular upgrades. Implementation and maintenance of backup and disaster recovery solutions.
Provide support for video conferences, meetings, etc. Assist in setting up and configuring audiovisual equipment for meetings and presentations such as Microsoft Teams Rooms.
Provide local support for testing and roll-out of new software packages
Active Directory-related tasks include creating and maintaining user accounts, permissions, and passwords.
Collaborate with other IT team members to resolve complex technical issues. Escalate unresolved problems to the appropriate IT staff or vendor for further investigation.
Support system and network security measures, including patch management and vulnerability assessments.
Collaborating with IT team members in the planning and execution of technology projects.
Staying up to date with technology trends and advancements to provide adequate support.

Senior IT Support Technician/Administrator

PCO Pharma Group

Jul 2019 – Nov 2023 (4 yrs 5 mos)

• Mentored and developed a junior tech support team member, improving their technical skills and contribution to the department.

IT Change Control Policy Implementation:
• Reduced unplanned system outages by 80% through better change control management, resulting in increased system reliability and minimized disruption to operations.
• Enhanced transparency in IT change management, leading to faster identification and resolution of issues.

Cybersecurity Projects:
• Implemented firewall changes, antivirus scanning, SSL inspection, and ESET antivirus, reducing the number of security incidents by 25% and strengthening the company's cybersecurity posture.
• Deployed MDM policy on all handheld devices, ensuring data security and compliance, reducing the risk of data breaches by 100%.
• Strengthened email security, reducing phishing attacks by 90% and enhancing email communication reliability

Infrastructure Upgrades:
• Led a team to upgrade the primary data centre, resulting in a 35% increase in processing speed and a 15% reduction in energy consumption, leading to cost savings.
• Ensured high availability of business-critical systems, resulting in zero unplanned downtime over the past 3 years.

Data Digitization:
• Led a project to digitize legacy paperwork using Trax digital scanning, reducing physical storage costs by 40% and streamlining document retrieval, saving an estimated 40 hours per month.
• Launched SharePoint for better document management, improving collaboration and document version control, resulting in a 30% reduction in document-related errors.Email Migration and Security:

Backup and Recovery Systems:
• Implemented High Availability on all critical systems, resulting in 99.99% system uptime and reducing data recovery time by 100% in the event of a disaster.
• Streamlined backup and recovery processes, saving 5 hours per week in IT administrative time and reducing potential data loss by 95%.Stay up to date with new content sent straight to your inbox! No more worrying about whether you missed something because of a pesky algorithm or news feed.

IT Administrator and Technical Support

ORH Marketing

Aug 2017 – Jul 2019 (2 yrs)

My Role at ORH Marketing is to provide Technical Support to all company staff in person or on the phone across two offices and external clients.
I would manage the day-to-day running of the company's IT infrastructure. This included maintaining and supporting current and new IT Infrastructure, including :

Client Support
• Managing the IT ticket queue for two offices in Dundalk (50+) and off-site employees.(20+)
• Liaising with worldwide teams to keep up to date on process and incident management.
• Diagnose and troubleshoot all technical issues from users.
• Ensuring tickets are prioritized and closed off within SLA requirements via Jira.
• Escalate issues to 3rd party Client IT departments as necessary.

Hardware Maintenance and Support
• Installation, maintenance, and upgrading of all IT equipment and software.
• Building out laptops and Desktops
• Providing support for any operating system issues (Windows 7, Windows 10, Mac, and Linux)
• General troubleshooting on hardware such as printers, scanners, and Internal Network
• Maintaining all online resources, such as websites and cloud infrastructure (AWS, Amazon Web Services). This would include debugging servers, imaging, running backups, and setting up new production instances and staging environments for testing.

IT Administration
As the IT Administrator, I would manage billing, cost control, IT-related documentation, and general department admin. I would also attend weekly operations meetings and discuss the progress of existing and new projects and tickets.
• Sourcing and Purchasing of all IT Equipment and Software.
• Managed accounts in Active Directory Exchange and G Suite, create new users, and manage groups and Devices.
• Manage all on-site assets and ensure they are accounted for and set up in Asset Manager.
• Consultation on technology solutions to improve business processes.
• Documentation and miscellaneous support.