Global Service Desk, Level 2 - Lead Resume Example

Data gathering, documentation, and process flow for incoming Brokers and firm.

I was personally responsible for firm migration project for First Trust Financial LLC to Metlife Broker Dealer group.

Lead meetings, distribute project minutes, Create and maintain project plans, change logs.

Networking connectivity and protools.

Proper training setups for Incoming firm managers.

Able to understand Risk and how to mitigate them.

Budget proposal and implementation.

Responsible for relocating and setting up new incoming firms and users.

Liaise with Vendors like American Funds, BlackRock Funds, Fidelity and many more in order to upgrade client systems and proper rollout during migration.

Maintain departmental level budget tracking for all projects, operational and day to day spending.

Knowledge on how to backup data and reload data to newly reimaged pc's for users.

In-charge of Upgrades and rollout of Proprietary Apps like Investment Tracker, Netxchange Pro, Netx360, Wealth Management Services(WMS), Xtiva, Finra Web-CRD, LICU system applications.

Provided support to 3000+ users in PcAnywhere , MS Suite 2010, Profiles, Domain Access, Permissions, Print Operations, network connectivity..

Liaised with senior staff like Directors and Managers of firms to provide resolution and any migration or upgrades.

Process request from Branch Managers / Directors and Reps for Account transfers from one branch to another.

Make sure to have all the licensing and rep data 100% accurate for Vendor's to update on their systems for representative commissions.

Provide technical support for Quest Diagnostics hardware & software proficiently handled late shift with minimal supervision on remote desktop & network Connectivity issues.

Provide onsite support for Hospitals and Doctor's offices, with Hardware, Software and Training materials.

Resolving or escalating or assigning problems to the appropriate area.

Managed daily operations and update any issue's concerning outlook email and database.

Testing new versions of database systems and reporting problems and functionality issue's with Project Manager / Supervisor.

Troubleshooting network laser printers and test functionality Utilized Ethernet & pcAnywhere remote control tools for complex issues.

IP Connections-router Configurations Troubleshoot Care360 Applications such as functionality and usage Liaised with senior staff & telecommunications vendors for move coordination, phone changes & router updates.

Reset Citrix passwords and unlock Quest Diagnostics employee accounts

Document tickets in Peregrine/Call Tracking Software for all the incoming calls and list details of the issues that client's might have Follow up on open tickets and notify clients of resolutions for their issues

Monitored statistics via Avaya queue monitoring system to maintain SLA metrics & time management.

Troubleshoot hardware/software related problems for Pharmaceutical Sales representatives.

Correctly categorize and logs calls in Siebel environment. Maintain client service level agreements month-to-month.

Resolve issues in the areas of Siebel 7.7 / 7.8 software, MS Outlook, MS Excel, MS Word, and IP Connections-router Configurations

Technical support for Laptops (IBM T40 and X41) Create and manage accounts by using active directory.

Troubleshoot with remote users by VPN. Enabling and Disabling VPN connections by using remote server.

Setup temporary passwords for VPN thru remote server. Troubleshooting network printers.

Troubleshooting Blackberry Devices for internal users. Troubleshooting modems, routers and setting up high speed Internet connections.

Operation and support of Microsoft Office Excel, Access, Word and Outlook.

Monitored statistics via Avaya queue monitoring system to maintain SLA metrics & time management.

Assisted manager with Daily Reports and Special Projects.