Pennington, New Jersey, United States
Senior technologist consultant with 15+ years of hands-on experience working with clients solving a variety of high-level escalations and technology application problems. Partners and communicates effectively across all levels and functions in an organization. Results-driven team leader consistently exceeding monthly targets. Surpassed client’s expectations on all IT projects.
Selected as team lead ESS for Hopewell site location to guide, train and improve service desk agent’s ability to provide the best service for clients -Efficiently resolved all high- level GWIM/PB/ENTERPRISE escalations ranging from provisioning to application issues -Lead ESS partners to pick up and report upcoming outages and trends -Effective communicator and have become a ‘go to’ contact for many LOB’s to resolve escalated issues. -Improved training for our agents by doing scenario training, additional coaching, and mentoring to help new hires succeed -Entrusted GWIM SME thus visiting client branch office locations to assist/resolve any issues stemming from GWIM laptop deployment -Represented the service desk in key meetings regarding GWIM laptop deployment with FACTSET partners and meetings on how to improve onboarding process -Led team ESS meetings and assisted with streamlining day to day ESS duties between all sites -Improved our knowledge database by correcting and providing feedback to our KMS partners to update accurate data for our agents to use -Analyzed data and brought solutions to research our high repeated calls to the desk to see what trends we can improve -Assisted with improving AI virtual assistant by providing common questions and issues for VA to handle
• Responsible for providing white glove service in supporting all revenue generating LOB. • Provided support for all Wealth Management applications.
• Supported Target Mobile software and provided break fix support for 3000+ pharmaceutical sales representative via phone and on site peripherals shipped in for repairs. • Build databases off the SQL database Server and used Cast System, and Database SQL to search for rep’s info.
• Promoted to Team Lead with a direct report of 6 technical desktop support analysts. • Improved process by creating documented sheets to report monthly Remedy installs. • Exceeded monthly goals of Service Level Agreements set by upper level management. • Headed the Child Day Care Project by improving network capability and bringing the site off dial up to the BMS network.