Operations Associate Service Specialist

Mark Rackard

Charlotte, NC *****

Phone: 704-***-**** Email: **********@***.***

SUMMARY

I have been a driven Technology and Operations Associate promoting a 30-year career who is a very service oriented. I am a self-motivated professional known for prioritizing tasks, excellent time management skills, and ready for a new position that involves overseeing various duties in a fast-paced environment.

PROFESSIONAL EXPERIENCE

Wells Fargo Charlotte, NC

Systems Operations Associate Feb. 2018 - Jul. 2022

Facilitated virtual, enterprise-level meeting to assist with repairing issues with large scale applications

Assisted application and technology teams to engage support groups to repair issues with large scale applications.

Participated in complex technical issues and initiatives related to large scale applications, systems, databases, or other technical products and services

Identified opportunity for process improvements within technical support strategies and plans

Reviewed and analyzed technical queries to extract data, create standard databases, or perform limited programming to fine tune systems supporting low to medium risk technical deliverables

Presented recommendations for resolving complex technical queries

Exercised independent judgment to analyze performance trends and recommended process improvements while developing understanding of technical process controls or standards

Worked as an internal consultant regarding use of tools and processes

Provided information related to supported system area to functional colleagues, internal partners, and stakeholders, including internal customers

Documented what was done and steps taken to repair issues with large scale applications

Technical Service Specialist 2 Sept. 2014 - Feb. 2018

First level support for team members using Cisco and Avaya phones

Trouble shoot issues with soft phone applications

Assisted users to order and replace Telephone equipment

Technical Service Specialist Apr. 2011 - Sept. 2014

Guided the enterprise roll out Windows 7 and 8; responsible for 5,000 employees

Provided Desktop support for Wells Fargo Advisors

Provided technical support, deployment, password reset, and configuration and installation of desktop applications worked with enterprise roll out Windows 7 and 8

Backed LAN/WAN, network, and blue connections for essential office systems provided password resets for most major applications

EDUCATION

Johnson C. Smith University, BS, Accounting, Charlotte, NC

SKILLS

Application/Platforms: Jira, PAC2000, Confluence, ServiceNow, AI OPS, Splunk, and Big Panda

Wells Fargo Processes: Digital Banking, Community Banking, Wholesale Banking, Wealth Advisors, Trading, Consumer Lending.

VOLUNTEER LEADERSHIP

Wells Fargo: Volunteers (Present); TOG Diversity (2012 – Present)

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