Support Analyst Desk Specialist

ERICH MCLAUGHLIN

*********@*****.*** Charlotte, NC

linkedin.com/in/erich-mclaughlin-ba111812/ 704-***-****

IT TECHNICAL SERVICES

IT professional with demonstrated experience providing complex problem solving and continuous process improvement support in the financial services industry. Adept at translating business needs into technical requirements and successfully managing all phases of IT projects. Leverages technical acumen to communicate effectively with client executives and their teams. Core competencies include:

Customer Service Communication Management Technical Support

Process Improvement + Documentation Team Building

EXPERIENCE

Ahold Delhaize, Salisbury, NC

A Peapod Corporation

Internal Technical Analyst 8/2022 – 10/2022

Providing support for Internal employees and External customers inputting data into the MDM (Master Data Management) system. Mange and support mailbox requests for the MDM (Master Data Management System). This includes mostly phone and Microsoft Teams communications.

WELLS FARGO, Charlotte, NC

American-based multinational financial services company.

Technical Operations Analyst 3/2005 – 5/2022

Facilitated and provisioned end users in procuring IT infrastructure and systems access. Worked with both the user, resolver and vendor teams to identify and resolve entitlement, access, and procurement issues.

Processed Technology Request Forms (TRF) for the Wealth Brokerage System Department. Resolved 20% of all user questions and issues. Tracked and escalated as required to the appropriate areas.

Participated in committees, projects and forums which may have impact to the LOB IT environment.

Communicated corporate standards and delivered best practices while maintaining a high level of efficiency.

ADDITIONAL RELEVANT EXPERIENCE

Wells Fargo, Charlotte, NC

Technical Support Analyst 10/1999– 6/2005

Configured, installed, monitored and maintained IT users’ desktop software and hardware both for onsite and mobile workforce.

Evaluated, maintained, modified (e.g., creates macros, templates) and documents desktop application packages, participated in the testing and evaluation of new desktop packages and implemented prototypes.

Consulted and made recommendations to IT users on selection of hardware and software products to address business requirements.

Responsible for documenting solutions to problems and developing end-user guidelines. Provided on-site training to users. Present reporting and data analysis to Customer Senior Staffing.

Responsible for the support and maintenance of all company computers, printers, and peripheral equipment.

THE EQUITABLE/AXA, Charlotte NC

System Support Analyst 1/1996 – 10/1999

Managed VS Systems and supported of a wide area of users within a LAN/WAN Client/Server environment.

Maintained Microsoft Windows NT servers and applications with involvement in network security administration, software installation and maintenance. Server and Mainframe Daily Backups. Report distribution, start and end of day operations, database management, monitoring and resetting of network telecommunication lines.

VS System and Windows NT Server monitoring, device and application troubleshooting, large-scale data migration PC imaging and configuration.

EDUCATION / CERTIFICATION

Business Administration 1/1985 – 5/1986

Onondaga Community College, Syracuse, NY

Industrial Relations 7/1984 – 1/1985

Lemoyne College, Syracuse, NY

Certificate of Completion Computer Programming, 2001

Microsoft Certified Professional (MCP) -2003

COMPUTER TRAINING COURSES

Microsoft Certified Technical Education Center Certificate of Achievement for Advance Windows 2000 Professional.

Microsoft Certified Technical Education Center Certificate of Achievement for Implementing and Administering Windows 2000 Active Directory Services.

MCP (Microsoft Certified Professional) in Windows 2000 Professional.

Programming, BASIC, C/C++, Visual Basic 5.0

Lotus Authorized Education Center Certificate of Achievement for Lotus Notes Advance Database Features.

Lotus Authorized Education Center Certificate of Achievement for Lotus Notes Database Features.

Novell Education Certificate of Completion for Networking Technologies

TECHNICAL PROFICIENCIES AND EXPERTISE

Printer Troubleshooting PAC2000 WANDA Request Center IAM ART

Operating Systems: Windows 2000, Windows XP, Windows 7, 8 and 10

Microsoft Office Suite STEP Data Management System VMDM Vector Master Data Management Microsoft Teams

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