TECHNICAL SKILLS

• Desktop Installs/Upgrades
• NetSuite
• Reporting Software
• Android/iOS Mobile Support
• Technology Integration
• Remote Access Support
• Frontend Performance
• Development Optimizations
• Knowledge Base Article Creation
• Windows 10 Support
• Microsoft 365
• Salesforce
• ServiceNow
• Microsoft Azure DevOps
• DocuSign
• Sharepoint
• QuickBooks
• Investment Trade Software
• Tax/Payroll/Accounting Software
• TeamViewer/Microsoft Teams
• SQL
• VMware
• Java - Based Applications
• XML
• Customer Solutions
• Advanced Troubleshooting
• Software Migration
• Chemical Management

PROFESSIONAL EXPERIENCE

Confidential

Senior Software Analyst

Responsibilities:

• Spearhead a project to create step-by-step knowledge base articles enhanced with screenshots and videos to provide user-friendly, self-help documentation for our customers.
• Support 25 applications for IT Compliance Support in the areas of administration access, database analysis, central audits, HR compliance, facility safety protocols and role access, chemical management, incident management, action plan management, and site directory
• Establish great customer rapport by consistently honoring meeting arrangements and following through on projects until all the customer issues have been resolved
• Achieve an average of 94% SLA from time of submission to closure for Compliance Support tasks and incidents.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications and creating technical documentations
• Manage IT Compliance Support platform by facilitating cross-team collaboration using Microsoft Planner and Excel to assign and complete tasks.
• Administer customer support through affective incident management using ITSM solutions
• Collaborate with our development team to resolve application bugs, enhancements, and service requests using Microsoft Azure DevOps.
• Utilize Microsoft Teams to schedule meetings with customers, to troubleshoot application bugs, database corruptions, system time-outs, and to remote access facility computers for in-depth troubleshooting
• Assist peers when needed with more advanced technical issues reported by internal and external users related to proprietary technology solutions
• In an agile development environment, worked with a variety of groups to improve and communicate the build for testing and deployment purposes
• Responsible for creating analytical reports to optimize the system and track applications with significant backlogs
• Utilize ServiceNow to organize and document incidents and tasks along with creating a data analysis

Confidential

Finance Technical Support

Responsibilities:

• Provided product specific support to internal (company employees) and external customers (financial advisors & administrative staff) related to proprietary web based technology solutions and platforms via remote assistance.
• Documented client cases via Salesforce and Connectwise for ticket escalations to the development team.
• Maintained new and existing user credentials for applicable proprietary company software (Internal and External) including providing concierge like service to new external users in order to familiarize them with key components of application
• Educated and provided assistance to customers on subscription requests for various additional technology solutions or a la carte solutions within proprietary company software
• Performed periodic user acceptance testing when needed for system enhancements or new product releases
• Educated customers on how to use various technology offerings to enhance their business
• Assisted with special projects on as needed basis along with assisting peers on troubleshooting issues
• Collaborated with other business units to assure satisfaction of the needs of Advisors
• Conducted interaction with clearing firm and external vendors on routine brokerage account platform questions

Confidential

Application Support

Responsibilities:

• Provided third-level application software support for multiple products; Analyzed system errors and troubleshot network, server, and database errors; Document system bugs; report to Development team
• Ensured that complex defects and problems were resolved through production releases and upgrades
• Utilized knowledgebase tools to transfer technical and business knowledge to team members
• QA tested tax form modules on a java-based application for installation, rollover, data migration, system crashes, version updates, and XML signature map coordinates
• Designed high-level test specifications and test procedures for independent validation and verification
• Created and maintained all IT documentation in Salesforce and Data Manager
• Provided technical support to users, prepared documentation in Salesforce, mentored junior support improving system usability, and supported corporate strategies.
• Acted as a liaison between a team of over 90 developers and database engineers, and identified, documented, and reported defects encountered during testing into the Defect Management System (DMS).
• Utilized TeamViewer to troubleshoot system crashes, database corruptions, runtime errors, data recovery, and .Net framework errors.
• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 325 test cases in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Created and executed pseudo tax return test cases while utilizing VMware software to verify tax application specifications were met.
• Enhanced internal customer satisfaction by identifying their IT service needs, implementing SLA's for support functions, and creating a customer service-oriented culture within the IT department.
• Responsible for maintaining the integrity of the database and reporting any issues to the database engineers.
• Managed current systems and upgraded future systems in a Windows workstation and server environment.
• Performed user account maintenance, managed incidents, and provided resolution for end-users’ technical challenges.