• Mount Merrion Co Dublin

Deirdre Monaghan

Business Support Analyst

Profile

A highly enthusiastic individual with excellent people and communication skills. Strong organisational,analytical and problem solving abilities. Self motivated, adaptable and enjoys a new challenge.

Work History

Work History

Business Support Analyst / Business Analyst

Aug 2013 - Present
The Royal College of Physicians of Ireland

My key achievements in this role are; 

  • Implemented a streamlined software upgrade process for all business systems to reduce bugs and system downtime.
  • Implemented a new staff  training programme to address change management issues for the implementation core business system.
  • Worked with a project manager to implement a custom change to our core business system which reduced queries to our helpdesk by 45%.
  • Carried out a business wide data protection audit with recommendations taking into consideration the forthcoming changes to data protection legislation.
  • Managed the UAT and Training for several business wide projects
  • Developed training videos to assist our end user in using a new system.
  • Led a groups of business wide superusers which resulted in increased ownership in the technology

Helpdesk Coordinator

Jan 2011 - Jul 2013
The Royal College of Physicians of Ireland

My key achievements in this role are:

  • Implemented a streamlined Helpdesk ticketing software and processes across the business.
  • Implemented innovative communication channels for the Helpdesk such as an instant messaging service and a free phone telephone number.
  • Authored the Helpdesk intranet pages for staff which included How to Guides, an FAQ section, and training materials.
  • Introduced Helpdesk monthly and quarterly reporting framework for senior management. This framework is being applied to other areas of the business due to its effectiveness.

Part-Time Volunteer

Jun 2010 - Dec 2010
Oxfam Ireland

My key achievements in this role are:

  • Working as part of a team in interchangeable roles.
  • Understanding my motivation by committing time and effort on an volunteer basis

Assistant Administration Assistant

Nov 2008 - May 2009
Transport Infrastructure Development Corporation, Sydney NSW

My key achievements in this role are; 

  • Learning the importance of internal processes within a large organisation.
  • Familiarity with large scale corporate administration.
  • Understanding of how a large scale project based organisation works and engaging with all project teams through the support function of the HR department.

Junior Negotiator

Jul 2006 - May 2008
Gunne Residential Estate Agents, Ballsbridge & Terenure

My key achievements in this role are;

  • Winning highest value mortgage referrals across the whole organisation in 2006 & 2007.
  • Sales experience in a rapidly changing market.
  • Understanding how critical customer service is to a business.

Education and In House Training

Education

Management Skills for New Managers

Apr 2013 - Apr 2013
Professional Development Limited

Data Protection Certificate

Feb 2012 - Feb 2012
Irish Computer Society

M.B.A

2010 - 2011
Dublin Business School

Graduate Master in Business Administration in Project Management

Achieved a First

BA

2006
Trinity College Dublin

Degree in Economics and Sociology

Achieved a 2.2

Skills

Skills

Communication

Developed through working with varied team and operational departments across RCPI to understand their business requirements and deliver these through translating them into system requirements and re-engineering processes.
Refined through project work by witnessing projects where communication was the critical success factor of the project and defined whether the project would be a success or failure. Refined further through training course on management that had a prominent focus on communication and how to communicate effectively. 

Team Work

Developed through working on different project teams with varying roles; from Helpdesk SME to Business Analyst. Understanding how to contribute to the delivery of the project and common goal of the project team in an effective way. Refined through experiences of supporting other project team members with their roles to ensure the common goal is reached.

Customer Service

Developed through working in multiple customer services roles in several sectors. Understanding how to meet customer needs and managing expectations are the key tools required to ensure customer service is effectively delivered. Refined by working in RCPI, where the customer is the focus of all the projects undertaken and the priority is that the solutions implemented support our clients and how they work as much as possible.

Hobbies

Cooking, Tennis, Jogging, Documentary films and Travelling.