Technical Support Client Relations

ELIAS LOPEZ

******.******@*****.***

**** *. ******* ***., #****, Phoenix, AZ 85004 • 708-***-**** • SUMMARY

Highly experienced in supporting operations through implementation of best practices (ITIL):

• Work proactively to ensure best service/logistical coordination to meet complex client needs

• Maintain impeccable accuracy in management of technical and business records

• Conduct routine preventative maintenance of existing systems to support clients and operations

• Collaborate with IT staff and business unit clients to develop fundamental knowledge and understanding of client business environment, priorities, and processes

• Provide execution of functions with professional demeanor to support client relations

• Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes

• Resourceful team-player who excels at building trusting relationships with customers and colleagues

• Demonstrates and promotes strong client advocacy

• Bilingual (English/Spanish)

EXPERIENCE

Morningstar Inc., Chicago, IL Oct. 2000 – Sept. 2023 Senior Technical Support Consultant/Representative (2014–2023)

• Responsible for communication to clients when new releases are available for corporate deployment

• Serve as first point of contact for escalated issues to support relationship management

• Support client operations in North and Latin America, Australia, Japan, and the United Kingdom (UK)

• Interact directly where needed with client end-users as Subject Matter Expert (SME) to resolve emergent issues and track Open, In-Process, Closed issues reported via Salesforce

• Facilitate pertinent corporate, inter-departmental, and departmental communication

• Maintain up-to-date knowledge base of features, technical architecture, and benefits of Morningstar products, serving as resource to the team

Highlights:

o Collaborate to implement ongoing training and onboarding process for new hires o Partner with Senior Architect/Product Managers to develop and monitor policies & procedures, operating structure, information flow, etc.

o Coach and mentor team-members to cultivate key talent and achieve goals o Participate in the management of the ticket queue and appropriately assign technical issues to Technical Support Reps. based on knowledge and comfort level

o Recognized with four client-nominated Global Value Awards Client Solution Specialist—Technical Lead (2006–2014)

• Worked closely with Morningstar Direct and Ibbotson Encorr development team to reduce delays and meet engagement goals for client corporate network environments

• Recorded and maintained technical incidents via QuickBase and RightNow CRMs

• Administered Morningstar Direct trial accounts and updated accounts upon request

• Provided weekly report to management regarding open/closed related reported issues, incidents

• Revised minimum requirements, technical specifications and updating corporate web site as needed

• Ensured that open technical-related incidents of Ibbotson Encorr and Morningstar Direct were kept to a minimum

• Responsible for shipping cds, per request, to clients as new releases are available Highlights:

o Led beta testing of proprietary software since inception with 40+ clients scheduled and tested during a three- month period using remote software/utility (Microsoft Live Meeting) o Trained and assisted colleagues; including international assets, on technical incidents o Partnered with the Client Training and Education team to own the implementation of on-going training programs and onboarding processes for the Client Solution Consultants, Level I support staff o Ongoing education and skill-building (self-administered as well as centrally administered) with respect to product architecture/technology, service process and client context o Served as a mentor to more junior/inexperienced members of the team Ibbotson Associates (acquired by Morningstar, Inc., 2006), Chicago, IL Oct. 2000 - May 2006 Senior Technical Support Consultant

• Respond to client (end-user) technical questions/inquires via telephone, email, remote, and at times, on-site, in a complete accurate, and timely manner (in accordance with Service License Agreement (SLA))

• Submitted and validated bugs/defects reported utilizing ClearQuest/QuickBase/JIRA

• Trained and assisted Financial Product Analysts (FPAs), colleagues on technical incidents pertaining to Ibbotson Portfolio Strategist, Ibbotson Encorr Software suite

Highlights:

o Effectively maintained missed call volume to technical support below 4% o Drafted/created/published Knowledge Base articles for corporate site o Collaborated in updating of Technical Support Department Intranet site via HTML, FrontPage o Accurately imaged various Windows O/S and Microsoft Office versions via ImageCast Deloitte, Chicago, IL Aug. 1998 – Oct. 2000

Practice Support Analyst—Level III

• Provided troubleshooting across multiple departments for standalone and networked stations/printers daily, under Win98, NT, Win2K, and Novell environments for Midwest Cluster

• Created new hire/user account via Active Directory

• Assisted with training program for new hires

• Supported Project Manager updating servers with most current departmental applications, hardware enhancements Highlights:

o Assisted in creation of images using Ghost Image Software, ensuring adherence to departmental specifications o Consult on hardware needs and provide recommendations of equipment upgrades and note any compatibility issues

o Trained and assist Level I personnel with troubleshooting techniques/tips upon hire EDUCATION

Governors State University, University Park, IL Conferred 2008 Bachelor of Science—Business Administration

SKILLS

Technical Support Agile Methodology API Active Directory Business Analysis Business Requirements Communication Citrix Cloud Computing Customer Focus Customer Service Documentation JIRA ITIL Practices Leadership Incident Management Liaison HTML VMWare Salesforce Microsoft Office 365 Multi-Factor Authentication Process Streamlining Relationship Management Resource Coordination System Requirements User Experience Team Coordination/Mentorship Proprietary Software Troubleshooting (Desktop/Printers//LAN/Hardware/Software) Microsoft .NET/C++ Customer Relationship Management (CRM) Project/Lifecycle Management VOLUNTEERING EXPERIENCE

Greater Chicago Food Depository (2009 – 2019, Chicago, IL) Volunteered once a month. Repack bulk products into family-sized portions, sort and categorize donated food items, glean fresh produce items and bread.

Habitat for Humanity (2011, Nairobi, Kenya)

Fundraised $5000 and donated construction supplies. Involved in a six-person team mission; building, starting with foundation, two homes for two families living in Maai Mahiu concentration camps. Emmanuel Christian Reformed Church Food Pantry (2014 – 2015, Sauk Village, IL) Sort and distribute donated food items to residents. Habitat for Humanity (2015, San Jose, Costa Rica)

Fundraised $3200 and donated construction supplies. Involved in a ten-person team mission; building, starting with foundation, home for a family of four near province of Acosta. Habitat for Humanity (2023, Pontotoc, MS)

Assisted with painting interior walls of home prior to resident move in. Clean around the property.

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