Technical Support Manager

JAKE DIAMOND

Holbrook, NY ***** 631-***-****

********@*****.*** www.linkedin.com/in/jake-diamond

IT SYSTEMS SUPPORT MANAGER

Add to bottom line by hiring & developing strong teams, ensuring support readiness Self-driven and analytical professional experienced in managing 24x7 global technical helpdesk supporting 330K+ desktops using real-time financial applications. Customer-focused leader with strong communication and collaboration skills in setting priorities and driving change. Exceptional in building trust within teams and cultivating relationships within organizations to improve productively. Areas of expertise include:

Customer Satisfaction Cross-functional Collaboration Stakeholder & Vendor Relationships Technical Troubleshooting Incident Management Problem Resolution

IT Service Management Customer Relationship Management (CRM) Team Building Service Cloud CRM

PROFESSIONAL EXPERIENCE

Omni Supervisor 2022 - current

Working closely with the Assistant Club Manager, I am responsible for providing leadership and direction within the club and driving club performance, particularly for the departments that he/she directly manages. Perform all OMNI functions, lead the Omni team members and to establish operational efficiencies, maintain policies and procedures and deliver an outstanding member experience. Responsible for the administration of all digital initiatives including: BOPIC, BOPIC Fresh, Curbside, Express Pay and Ship from Club. REFINITIV (formerly THOMSON REUTERS), New York, NY 2005 - 2018 Systems Support Manager 2009 - 2018

Managed 24x7 global technical helpdesk that supported infrastructure and Last Mile for 330K+ desktops using real-time financial applications. Provided key expertise in major incident management, vendor management, customer relationship management (CRM), IT service management and team building. For Merrill Lynch and all Canadian customers also provided escalations management.

● Improved customer experience across all global customer service teams by spearheading project for North America’s customer Technical Support Groups including design and production of next generation CRM system and 2-month stay in London.

● Made certain all team members could function if disaster occurred by overseeing Business Continuity Plan (BCP) including creation and maintenance of BCP action plans and drills. Handled multiple incidents such as Hurricane Sandy successfully.

● Ensured seamless integration of new CRM system across multiple roles by fulfilling all technical requirements and functionality.

● Increased efficiency each quarter by creating and streamlining all internal process documentation for Case and Call Management.

● Assisted analysts during transition from Siebel (CRM) to Service CLOUD (CRM) by training and managing team champions.

Supervisor 2006 - 2009

Oversaw space planning, telephony and technical requirements with focus on seamless transition. Supervised work of 19 support staff.

● Achieved lowest possible Average Speed to Answer (ASA) and lowest Server Length Agreement (SLA) by strategically supervising team.

● Planned and managed large office relocation projects successfully, including move from 395 Hudson to 195 Broadway and 3XSQ relocation by acting as Team Move Coordinator. JAKE DIAMOND ********@*****.*** PAGE TWO

REFINITIV (Continued)

Team Leader 2005 - 2006

Ensured all analysts received proper training and resolved phone issues within target SLA's while maintaining high level of confidence with customers.

● Off-shored Level 1 Technical Support for Baseline to Bangalore successfully by traveling to India, ensuring 1st international Technical Support Team was ready and spending 2 months running desk on location until it was meeting targets.

● Bridged communication between technical support groups in 2 companies (after acquisition of Reuters) by traveling to Saint Louis on multiple occasions and meeting with / guiding senior Reuters staff. THOMSON FINANCIAL, New York, NY (name prior to acquiring Reuters) 2003 - 2005 Technical Support Analyst

Provided 2nd-level technical support to customers in PC support group including phone support, onsite troubleshooting and help with all Thomson workstation applications and products.

● Established official record since recording of statistics began by taking 596+ calls in 1 month.

● Provided support to development and maintenance processes by taking over all maintenance and support for server, and 2nd-level application support for Baseline as SME.

● Helped ensure smooth customer transition of 30K legacy ILX systems to Thomson One by providing onsite classroom (US and Canada) training for migrated client helpdesks and market data training to brokers and financial advisors.

● Coordinated successful deployment of major vulnerability patch to 1K+ Baseline client site servers that needed customer installation by providing extensive outreach. EDUCATION

Associate of Science (AS), Information Technology, Axia College, Phoenix, AZ CERTIFICATIONS AND PROFESSIONAL DEVELOPMENT

− MS Certified Systems Engineer (MCSE)

− Certified Novell Administrator (CNA)

− A+ Certified Technician

− CPR / AED Certified

− Computer Career Center, Garden City, New York, 2000 to 2001:

Network Specialist 780-hour intensive hands-on program

Integrating and Optimizing PC’s and Local Area Network (LAN) Servers and Workstations

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