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Manager Customer Service

New Milford, Connecticut, United States
May 17, 2019

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Andrew E. Rathkopf

*** ****** ***** ****, *** Milford, CT 06776 · 845-***-**** (Mobile) ·


Self-motivated, innovative professional with strong technical and managerial experience. Talent for building strong and efficient technical support strategies through the recruitment of skilled professionals, leveraging the latest technology, and a desire for self-improvement. Accustomed to working under tight time frames in high-pressure situations. Ability to work with all levels of management in a highly effective team-oriented fashion.



End User Support Manager

•Manage and oversee all aspects of the Help Desk daily operations, including establishing objectives and initiatives

•Create and implement policies and procedures based on the company’s goals and objectives

•Plan, coordinate and manage the activities of the Help Desk team with an on-going focus on enhancing customer relationships

•Improve efficiency and consistency by identifying opportunities to automate both routine and complex tasks

•Build and maintain a hardware independent desktop image

•Build and maintain an automated software deployment platform

•Create software packages for distribution through an automated deployment platform

•Evaluate, document and identify gaps in current process and build remediation plans to ensure excellent customer service

•Manage Help Desk team, including:

oPlan, prioritize and delegate work tasks

oCreate and conduct employees’ training and development plans

oProvide direction to team to ensuring accurate and clear follow up on open issues

oManagement of team schedules (nights, weekends, shifts)

oProvide feedback regarding service failures or customer concerns

•Review, track and analyze tickets in ServiceNow to point of resolution in a timely manner, including:

oReduce the number of inbound / abandoned calls as well as tracking and resolving top call issues

oFollow up with End Users after issue is closed

oIdentify root cause to ensure permanent issue resolution

•Respond to customer inquiries and problem solving in a professional and effective manner

•Communicate and ensure the proper resources and tools are available for quality customer service

•Handle complex and/or escalated Help Desk issues

•Maintain in-depth working knowledge of systems and processes

August 2017- August 2018

Service desk Manager

Review tickets in ServiceNow to monitor/determine: Root Cause, Open tickets, VIP tickets, Unassigned tickets, KPI Statistics.

Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users.

Recommend and implement corrective solutions as needed.

Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.

Manage team to ensure that adequate and effective coverage for all users is maintained, including Executive level support.

Assess needs and implement performance upgrades to workstations and servers.

Collaborate with network administrators to ensure efficient operation of the company's desktop computing environment. Where required, administer and resolve issues with associated end-user workstation networking software products.

Receive and respond to incoming calls and emails regarding desktop problems.

Perform move, add, and change requests as they are submitted by line managers.

Provide operational support and administration for various enterprise systems as necessary.

Prepare tests and applications for monitoring desktop performance and then provide performance statistics.

Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring the desktop environment.

Develop and maintain an inventory of all desktop equipment.

Accurately document instances of desktop equipment or component failures, repairs, and installation.

Conduct research on desktop products in support of desktop procurement and development efforts.

Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

Write technical specifications for purchase, configurations and rollout of desktop hardware and software.


Trading Floor Support Manager

Hands-on Lead, manage, inspire, mentor and developing a team of highly skilled technical support engineers using strong leadership skills, effective delegation skills and superior communications skills

Manage and provide white glove executive support for fund founder/CEO and executive management

Provide support for remote access via Citrix Director for published applications and Citrix VDI

Design, configure and maintain over 12 global and 2 mobile trading stations for fund founder/CEO

Provide technical and trading support for over 500 portfolio managers, research analysts, execution traders

Establish best practices and policies for installing, configuring, maintaining, and troubleshooting end user workstation hardware, software, and peripheral devices

Organize and implement trading floor moves and new hire build outs

Oversee satellite office buildouts

Manage/package global software and hardware roll outs

Configure and implement desktop group policies.

Maintain online documentation for support procedures

Extensive travel (Japan, Singapore, Canada, Russia, Middle East, Europe, USA) with fund founder/CEO to setup a mobile trading station to allow for fund management while abroad

New York, NY 2001-2003

Manager of Research & Analytics Technical Support

Managed staff of 10 first and second level technical support representatives, conducted bi-annual employee evaluations to enhance employee development, and responsible for maintaining and forecasting department budget

Created monthly incident trend analysis report from which I performed root cause analysis and risk forecasting

Project-managed technical support service’s migration to St. Louis

Directed daily-escalated problem investigation meetings for top institutional client base

Implemented system outage notification process for internal/external users and senior management, which reduced incoming calls by 60% during outages

Attended product production meetings to serve as single point of contact to development and business groups for customer support related feedback

Measure relationship and Service Level agreement with outside vendors

New York, NY 1996-2001

Manager of Advanced Support & Problem Management

Managed staff of 23 second level technical support representatives for:

oInstinet’s Equities trading system – proprietary global trading system for matching buy & sell orders

oResearch & Analytics – real time market data tool used by traders and portfolio managers to identify buy & sell opportunities

oOrder Management System – trading tool used by program traders to execute large lists instruments at a specific strategy

oInstinet Workstation – Instinet standard trading system front end for entering buy & sell orders.

Inspired employee development through semi-annual evaluations and designing training programs

Implemented Technical Support Service Levels (SLA) and delivery of automated SLA monitoring and escalation system

Launched development and delivery of an intelligent Technical Support Knowledgebase

Streamlined monthly incident report statistics to include root cause analysis and risk forecasting

Interfaced with all level of management to expedite resolution to high profile support escalations

Wrote support strategies and procedures for new product offerings and enhanced procedures for existing offerings

Accountable for maintaining and forecasting department annual budget

Developed and managed several cost savings initiatives in the areas of Client Site Services and Telecommunications that reduced engineer dispatches by 40%.

Pioneered dealings with outside vendors to strategize leveraging of the latest support technologies (E-Support, Chat, CTI, IVR, ACD implementation, etc)

Assessed software support tools and outlined enhancement requirements for existing and new products, through which proactive and remote tools were put in place to reduce incident reports and engineer dispatches by an average of 70%

Chaired daily problem management meeting with business and technology managers to expedite problem resolutions for top institutional client base

Created incident report trend analysis broken down by client tiers

Enhanced system outage notification process for Internal/External end-users and Senior Management. Cutting back calls to call center by 80% during outages

Reviewed quality of internal training classes and created new materials for Instinet’s proprietary software products that were used in employee training

Attended product production meetings to serve as single point of contact to development and business groups for customer support related feedback

MDC Market Data Corp. Rye Brook, NY 1994-1996

Data Center Supervisor

Performed data integrity support for Telerate, Reuters and Knight Ridder’s financial information on Treasury Bonds, International Bonds (Euro & Canadians), Mortgage backed Securities, Municipal Bonds, Foreign Exchange, Futures and Money market quote sheets

Responsible for data communications. Data was received from Market Data sources, manipulated and formatted then sent through Telerate and Reuters to the entire Wall Street community

Provided trading support for the Foreign Exchange, Treasury bond and Mortgage Backed Securities traders at Cantor Fitzgerald, Patriot Securities and Tullet & Tokyo

Constructed value added communication systems for financial data distribution and viewing

Maintained Oddlot & OTR broker systems for Cantor Fitzgerald

Spring Valley, NY 1992-1994

Technical Support Supervisor

Provided technical support to worldwide software product distributors

Managed technical support staff for Point of Sale software packages

Managed QA staff and beta test programs

Developed and administered training to distributors nationwide

Developed custom and semi-annual software updates


B.A., Computer Information Systems, Plymouth State College, Plymouth, NH 1992


Operating Systems: Windows Server 2016, Windows XP/7/8/10, Mac OS X, Citrix, Dos VMware, VSphere

Ticketing Systems: Remedy, Salesforce, Service Now

Hardware: HP Proliant, Dell PowerEdge, Cisco, Juniper Routers & Switches, Printers, Scanners, Dell, Lenovo, HP Desktops & Laptops, Apple iMac, MacBook Pro, iPad, iPhones, Android, Blackberry, Cisco VC Systems, NAS, Aruba VPN device, HP & WYSE Thin Clients

Networking: LAN/WAN, VPN, TCP/IP, DNS, DHCP, FTP, WIN, SMTP, Ethernet, Wireless 802.11 a/b/g

Software: MS Office Suite (2003-2016), Exchange, Lotus Notes, Active Directory, office 365, Symantec Antivirus, McAfee Antivirus/EPO, PC Anywhere, LANDesk, Splunk MBAM Encryption, Web-Ex, Dropbox, Norton Ghost,, RSA Secure ID, Mobile Iron, Pivot, Bloomberg, Neovest, Dataminr, CQG, Trading Technologies, Cisco VDA, Citrix Receiver, VMWare Horizon view, Aveksa, Sharepoint, Lakeside, SCCM, Landesk, Egnyte, ServiceNow, Dameware, Logmein, Powershell, Zendesk, Mimecast, Proofpoint

AV Systems: Polycom, Cisco, Trans lux Boards, Bleujeans

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