Phil Carroll-O’Kane

ITIL Certified Application Support Engineer

+353 (87) 251 3592
phil@carrollokane.com
linkedin.com/in/philokane
Tipperary, Ireland

Professional Summary

ITIL-certified Senior Support and Systems Engineer with experience across fintech, CDN, edtech, web hosting, and enterprise environments. Proven leader in incident management, cloud operations, TLS and security infrastructure, and service improvement initiatives.

I thrive in forward-thinking, fast-paced environments where I play a key role in improving the performance of critical infrastructure and products with large user bases.

I have also played a key role in developing and improving Customer Success operations by establishing processes rolled out across global support teams.

Core Skills

• Ticketing Systems: Zendesk, ServiceNow, Jira, Confluence, Salesforce
• Enterprise SaaS: Google Workspace, Slack, Zoom
• Networking: TCP/IP, DNS, DHCP, HTTP, OpenSSL
• Cloud Platforms: Google Cloud Platform (GCP), AWS, Azure
• API Management and Testing: Postman, curl, OAuth, Enterprise SSO, JWT
• Scripting and Querying: Bash, Regex, Python, SQL, PowerShell
• Collaboration and Workplace Systems Administration: Slack, Zoom, Microsoft Teams
• Endpoint Support: Hardware and software rollout

Professional Experience

Senior Systems Engineer

RM Plc · UK, Remote
2025 – Present

• Lead ITIL-aligned Technical Operations for cloud-based education platforms
• Support large-scale cloud infrastructure and post-migration optimisation
• Improve documentation, workflows, and service reliability
• Partner with Engineering and Architecture teams to minimise production disruption

Senior Support Engineer

APEXX Global · London
2024 – 2025

• Delivered end-to-end merchant support in a regulated fintech environment
• Led incident response and produced detailed customer-facing root cause analyses
• Collaborated across Product, DevOps, and Engineering teams
• Maintained SLA adherence and high customer satisfaction

Senior Customer Support Engineer (TLS)

Fastly · London
2019 – 2024

• Served as a TLS and security implementation specialist
• Managed production-level DNS, HTTP, CDN, and certificate issues
• Led EMEA escalations and mentorship initiatives
• Reduced onboarding time through structured training programmes
• Developed internal policies and knowledge documentation

IT Support and Hosting Specialist

Navigant Consulting · London
2016 – 2019

• Administered Windows and Linux server environments
• Managed Active Directory and Azure VM infrastructure
• Performed SQL optimisation and supported eDiscovery platforms
• Troubleshot enterprise hosting, DNS, and infrastructure issues

Customer Support Engineer

Blacknight Internet Solutions · Carlow, Ireland
2013 – 2018

• Administered and supported Linux and Windows hosting environments
• Ensured high availability and SLA adherence within Ireland’s largest hosting provider
• Configured and troubleshot DNS, email, and web hosting services
• Performed remote server administration, security configuration, and performance optimisation
• Authored internal and customer-facing documentation to standardise operational processes

Education and Certifications

• ITIL Foundation Certification
• CompTIA Security+ (2021)
• BA (Hons) Photography – University of Ulster (2009–2012)