Technical Support Manager

PROFESSIONAL SUMMARY:

Reliable IT Professional with a strong work ethic who is known to be the first one to arrive and the last to leave

Track record of accurately completing projects by deadlines and more than likely completed earlier than quoted

Receives positive responses on customer satisfaction surveys and is recommended by customers

Proficient in MS Office (Word, Excel, PowerPoint, Access)

Outlook, Lotus Notes and Calendaring

MS Windows XP Home Edition and Windows 2010 Professional

Key skills include:

oQA testing of various applications

oProblem Solving

oSoftware Troubleshooting Internet/Intranet

oUser Support

oTechnical Support

oCustomer Service

TECHNICAL EXPERIENCE:

Operating Systems: MS Office (Word, Excel, PowerPoint, Access), Outlook, Lotus Notes and Calendaring, O/S knowledge, MS Windows XP Home Edition, Windows 2010 Professional

PROFESSIONAL EXPERIENCE

Kofile Conversion Services Inc. (Contract via The Intersect Group) March 2017 to Nov 2017

Technical Support Specialist

Identified, diagnosed, and resolved problems for users of the personal computer software, hardware, enterprise network, the Internet and new computer technology, communicated solutions to end-users

Provided one-on-one end-user problem resolution over the phone and chat for Personal Computer (PC) software

Responded to incoming telephone calls and emails in a courteous, professional manner while building rapport and seeking problem details from users

Recorded and tracked pertinent end user identification information, and steps taken to resolve issues

Contributed to IT process improvement initiatives by participating in IT projects as requested

Advanced Network troubleshooting (routers, etc.)

JPMorgan Chase & Co 2006 to 2016

Tech Ops Technician

QA testing of various applications

Primary function was to offer clients first point of contact for any issues experienced while using Investor Services applications

Interacted with the Client Service Teams in the receipt of all new issues and liaison between several groups (i.e. production support, security access, and network admins) for quick problem resolution and research

Processed password resets for Internal/External client-facing applications

Assisted in the completion of Business As Usual (BAU) requests accurately and efficiently

Assigned SecurID tokens for Internal/External clients

Activated 20 to 30 new users per week in both JPMorgan Access and JPMorgan Markets

Key Contributions:

oTracked 95% of all incoming calls by creating tickets for issues through the Alacrity/Conquest ticketing system

oProvided Level 1 and Level 2 type support for all applications

oDocumented and tracked inventory of all computer equipment and software licenses

oBusiness Resiliency Coordinator for Dallas Western Hemisphere (WHEM) team

Venturi Partners 2002 to 2006

Identity Management Specialist

Temporary position with JPMorgan Chase in the Security Administration Division as formerly named Database Administrator

Reviewed and created 40 – 60 User ID’s for the JPMorgan Access products

Project Administrator

Temporary position with JPMorgan Chase in the Risks and Controls Department

Performed forecasts and budgeting control of Project Accounting Reporting System (PAR) with a high degree of accuracy

Acted as Review facilitator, recorder, and configuration manager as needed.

Architecture & Strategy Department under the Project Control Office as a scribe for all meetings

Key Contributions

oCompiled for safekeeping, distribution and management of all artifacts produced by the Architecture and Strategy organization (i.e. Due Diligence Findings Reports and Architecture Governance Model)

oEditor in Chief of the departmental Architecture and Strategy Gazette Newsletter

EDUCATION:

Associate of Arts, Paralegal Studies - Kaplan University

PROFESSIONAL TRAINING:

JPMorgan Chase training

Transaction Initiation application

Views Portfolio Reporting (VPR) (i.e. Institutional Accounting, Custody, Scheduler)

Corporate Action application

Infopay (Benefit Payments)

Society for Worldwide Interbank Financial Telecommunication (SWIFT)

Know Your Customer (KYC)

Antitrust / Money Laundering (AML)

Mullin International Webinars

Resumes

Interviewing

Cover Letters

Navigating Career Workspace

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