SUMMARY:

• Highly motivated IT professional with over 15 years of experience in the financial services field.
• Expertise includes linux server support and TWS automated batch management support in a high - pressured environment.

PROFESSIONAL EXPERIENCE:

Confidential

Managing Supervisor - IT Application Production Support

Responsibilities:

• Responsible for managing the day-to-day production support operational acitivies ensuring a 24x7x365 global support coverage of the Retirement Services suite of applications; provide L1 & L 2 support in a fast paced, demanding environment handling competing work demands under minimal supervision
• Coordinates work activities effectively with globally distributed virtual colleagues and teams; handles employee shift schedules and ensures 24x7 on-call support rotation plan
• Act as the immediate escalation point for all customers, stakeholders and IT management for all Application support services
• Has decision-making responsibility within the applications and escalates any issues which cannot be resolved to the Director of Systems
• Monitors achievement of SLAs, addresses operational deficiencies and maintains statistics/reports on SLA delivery
• Highly proactive with willingness to take ownership of issues; provide leadership of system monitoring with an understanding of reliability, availability and failure management/mitigation needs
• Strong problem-solving and critical-thinking skills with the ability to execute with limited information and ambiguity
• Owns the ticket management and escalation process; highly adept at triaging system level and scheduling issues while providing 24x7x365 oncall support for any major incidents, outages, releases and upgrade events
• Ensures all hands on-deck arrangement for incident resolution and provides timely status updates to business and Senior IT leadership team
• Deep knowledge of ITIL concepts, best practices and Incident Management life cycle skills; a champion and catalyst of Continuous Improvement efforts to improve services and processes to achieve platform stability and realize operational efficiencies through automation and standardization
• Adopts Agile best practices to manage team workload and projects through to completion
• Provides technical and operational oversight of batch job scheduling and file transfer activities to include managing the workflow intake process, assignment of incidents, prioritization of work items and adherence to SLAs with minimal oversight from senior management
• Collaborated with developers to design and implement scheduling solutions to achieve optimal results for our client base; strong communication and organizational skills
• Manage, train, mentor, motivate and develop a geographically-dispersed team of support analysts to achieve desired results and operational continuity
• Creates operations and technical documentation for developed systems and applications via SharePoint; developed and maintains a knowledge base to ensure that knowledge transfer takes place within the team
• Subject Matter Expert in managing contingencies and executing disaster recovery plans in a Production environment; facilitates Disaster Recovery testing by coordinating with Infrastructure and other support teams
• Leads weekly support management meetings; able to engage with all levels of the organization and rapidly develop effective working relationships

Confidential

Senior Lead Tech Support Analyst

Responsibilities:

• Created and uploaded financial transactions in Linux
• Researched financial jobs that needed to be run ad hoc into the Production environment as requested by the business units
• Downloaded files to system applications, propagated files to our recordkeeping system, burned CD’s
• Researched and analyzed job failures while working with the IT department personnel for timely resolution
• Responded and resolved any technical problem incident tickets and efficiently escalated
• Troubleshooted issues with the Help Desk, business units and the IT Operations Support team to ensure systems and technical issues are being addressed, communicated and successfully resolved
• Monthly on-call coverage via a paging system
• Monitored systems enhancement requests and ensured receipt to the IT Client Support team
• Performed quarterly audits of specific financial functionalities; collaborated with management and auditors on requests and follow-ups
• Provided coverage due to the absence of the Technical Support Manager

Confidential

Senior Client Relationship Specialist

Responsibilities:

• Responsible for managing all assets of this Client Account Plan including all fulfillment requests sent to over 250,000 plan participants
• Designed and implemented internal procedures and checklists for a team of six participant accountants
• Extensive written and verbal communications with the Customer Service Call Center to resolve all participant and plan sponsor inquiries
• Trained junior team members; involved in the hiring process of new employees
• Efficiently provided support to the Implementation and IT departments for the delivery of diverse, frequent Client projects with time-sensitive deliverable dates
• Participated in client facing meetings regarding enhancements/projects

Technical Skills: TWS, Unix/Linux, SQL, Websphere (WAS), SunGard OmniPlus, ServiceNow ticketing system, SharePoint, Clarity, MS Office