Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pauric Boyle

Vancouver,BC

Summary

Committed professional offering 5+ years of experience in Support for a multinational software company (SAP) and electronic billing company(Paymentus). Excellent communication skills working internally with different teams and externally with customers across a multitude of products. Consistent team player which led me to becoming buddy to 5 new colleagues to help them integrate into the team. Experience working along side development teams working in an agile environment.

Overview

7
7
years of professional experience

Work History

Customer Success Engineer

Paymentus
Vancouver, BC
10.2022 - Current
Paymentusi>
  • Use Kibana to trace issue in the logs

    • Support Associate Developer

    SAP
    Galway, Ireland
    12.2019 - 07.2022
    • Followed internal procedures for coding standards to create reliable, reusable programming solutions to issues.
    • Contributed back-end development experience and collaborated with multiple teams to fix issues.
    • Updated software versions with patches and new installations to close security loopholes and protect end users.
    • Performed deployments of new patches and hot-fixes.
    • Worked with JIRA to work within the Agile methodology.
    • Identified issues within systems and implemented appropriate solutions to deliver quick and effective fixes.
    • Responded to cases from customers keeping them updated throughout the resolution of their issue within standard response window (SLA).
    • Provided real-time support to everyday users of multitude of products offered from SAP.
    • Completed root cause analysis on routine and complex problems.
    • Oversaw the introduction of 5 new colleagues supporting them through their first couple of months within the company through our buddy system.

    1st Level Support Engineer

    SAP
    Galway, Ireland
    09.2017 - 12.2019
    • Working with customers to solve issues from a high level aspect and reproducing the issue to know if there is an issue or not.
    • Resolve known errors by means of Knowledge Base Articles, survival guides and internal documentation.
    • Unsuccessful resolution of an issue would be handed over to second level support with detailed handover document with all the steps to reproduce.
    • Communicate between customer and other internal teams so that the designated SLA's and KPI's where maintained.
    • Provided real-time support to everyday users of multitude of products within SAP.
    • Documented known issues and helped streamline and create procedures for future technical support actions.
    • Updated software versions with patches and new installations to close security loopholes and protect users.
    • Worked with internal teams to solve issues and return the solution to the customer.
    • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds..
    • Assisted customers with various types of technical issues via email, live chat and telephone.
    • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
    • Out of hours support and support on the weekend.

    Education

    Bachelor of Science - Computing in Software Development

    GMIT
    Galway, Ireland
    05.2017

    Level 6 Diploma - Programming And Software Development

    Galway Technical Institute
    Galway, Ireland
    05.2013

    Skills

    • Back-End Java experience
    • Database skills with SQL
    • Version Control Systems: Git, GitHub
    • Troubleshooting and Testing
    • Time Management and Prioritization
    • Communication and Interpersonal Skills
    • Teamwork and Collaboration
    • Customer Support

    Timeline

    Customer Success Engineer

    Paymentus
    10.2022 - Current

    Support Associate Developer

    SAP
    12.2019 - 07.2022

    1st Level Support Engineer

    SAP
    09.2017 - 12.2019

    Bachelor of Science - Computing in Software Development

    GMIT

    Level 6 Diploma - Programming And Software Development

    Galway Technical Institute

    Similar Profiles

    CREATE PROFILE
    Pauric Boyle