Support Management
Resume:
PETER J. MORGAN
E-Mail: **********@*****.***
www.linkedin.com/in/peter-morgan-3203005
*** ***** ***** ****** 732-***-**** Matawan, New Jersey 07747 SUMMARY:
Talented and self-motivated Client Services Professional with extensive experience providing processing solutions to software and financial institutions. Thorough knowledge of and expertise in effective execution and training of state-of- the-art integrated equity trading system software, implementing and troubleshooting systems, training clients and providing customer support. Client focused leader in client relations, CRM applications, pre/post-sales, operations management, Client Onboarding, Implementation. Excellent analytical, interpersonal, communications, organizational, with product/project management skills, call center expertise. Highly collaborative, detail oriented with proven ability to meet deadlines and increase company revenue.
PROFESSIONAL EXPERIENCE:
The LiRo Group Brooklyn, New York August 2013- Present Date Regional Manager of Client Services- NYC Build it Back
• Manage a support center with over 45 application coordinators reporting directly to me
• Directed 30% growth of existing vendor relationships, expanding contracts and new services
• Decreased costs of over $300k by implementing a Microsoft Dynamics CRM with knowledgebase.
• Reduced customer complaints 60% by training, mentoring and automating the customer support desk.
• Maintain and optimized a multi-million dollar budget with the city of New York.
• Analyze monthly KPI’s to help supervisors enhance team efficiency.
• Collaborate with Executive Committee to develop strategy to win work necessary to support office operations and contribute to the overall profitability of the firm.
• Serve as Principal in Charge of projects within the office; provide oversight and control of all projects within the branch office; and give assistance and guidance to Project Managers, Lead Designers, and Lead Technical Staff.
• Monitor all projects to ensure project objectives related to quality, schedule and financial performance are met and consistent with project work plans.
• Support HR Department with recruitment, hiring, orientation, disciplinary actions, performance reviews, and terminations as required for successful operations of the company. Morgan Stanley Jersey City, New Jersey August 2010-November-2012 Vice President of Production Support
• Managed Production-Application support teams for the Global Stock Plan Services Division for the USA and EMEA
• Monitor and document all activities which occur during the trading day and provide comprehensive turnover for the incoming global shift.
• Serve as a primary liaison to IT Support and the Business units.
• Responsible for the application and infrastructure support work of individual application support teams, driving process compliance and process maturity through training, mentoring, collaboration and metrics-based measurement.
• Working with corporate infrastructure support organizations, continually improving proactive monitoring and capacity planning and successful plan and delivery infrastructure and capacity upgrades.
• Assume responsibility for consistently strong partner communication around planned and unplanned changes in production service levels.
• Partner with application development teams to create and track plans to reduce and eliminate operational risk from the production environments by eliminating manual processes and chronic failures.
• Drive process improvements yielding efficiency of production and infrastructure support function. 2 P. Morgan Resume
Numerix, LLC New York, New York February 2008-June-2010 Vice President of Client Services/Licensing
• Created and delivered pricing structures for all feature requests SLA’S and client training proposals.
• Strategized with clients to create both short term and long term account plans allowing for product planning and possible revenue growth for both companies.
• Identified ways to increase efficiency and reduce costs for clients by analyzing operational workflows.
• Identified clients and developed a plan to transfer clients from the former Numerix platform product to new platform resulting in greater client efficiencies.
• Partnered with vendor partners such as Bloomberg, Blackrock and CRD to provide automated solutions to mutual clients.
• Delivered compelling presentations and configured product demonstrations to diverse user constituencies of potential clients, as well presenting formal training sessions. Imagine Software New York, New York December 2006-December-2007 Client Services/Implementations Consultant
Created and maintained a professional call center operation in an SaaS environment
• Conducted seminars in customer etiquette, client retention, and best practices.
• Purchased and implemented call tracking and employee monitoring software called “Salesforce”
• Wrote and developed an implementation user guide/checklist for internal and external use.
• Responsible for budget, profit and loss business and department ledgers.
• Increased revenue by 30% in the first quarter by opening and overseeing a second call center operation. Sungard Trading Systems Jersey City, New Jersey April 1998-October-2006 Director of Client Services
• Managed the “Brass” Order Management System for Client Service Desk encompassing 250 clients and thousands of users. Mentor and train in-house staff providing atmosphere of growth and job satisfaction.
• Supported multiple systems in the areas of implementation, troubleshooting and maintenance.
• Implemented a call tracking system called “Remedy” in the Client Services Department which increased productivity for the division.
• Implemented state-of-the- art software for Wall Street client brokerage firms transforming smaller firms into larger financial institutions generating additional revenue.
• Increased revenue in 2005 by 35% through the development of a specialized region which targeted 20
“at risk” clients. All 20 contracts were maintained. EDUCATION:
University of South Florida - B.A. Business Administration PROFESSIONAL DEVELOPMENT:
Leadership and Relationship Management Training
TECHNOLOGY:
Microsoft products Word, PowerPoint, Excel, Project, Excel, Access, Project, Outlook, Salesforce CRM, Remedy CRM, Heat CRM, ResolveIT CRM, Service Now CRM, Microsoft Dynamics CRM Knowledge & Skill Areas:
Proprietary & Sales Trading Direct Market Access Software Development Listed Markets Fix Protocol Telecommunications
Global Markets Portfolio Management Training &Documentation Organizational Strategy Risk Management Operations Management Algorithmic Trading Allocations OTC, FX, Equity, Options BRASS Order Management Systems Compliance IOIs
NASDAQ Workstation Micro Design Construction Management
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