PROFESSIONAL SUMMARY:

• 20+ years' experience in Information Systems and Information Technology.
• Solid IT knowledge; strong understanding of software (application) impact on hardware and mobile devices (tablets, iPhones, Android, iPad, desktop).
• Adept at providing excellent customer service while troubleshooting end user issues.
• Knowledge base and technical savvy includes hardware/software issues, provisioning, mobility support, network and connectivity, hotspot connectivity, desktop support, antivirus, configuring routers and modems.
• Strong experience providing technical support to both external end - users as well as enterprise level customers.
• Expertise in migrations & deployments, application support & administration, project & operations management, technical helpdesk support & security administration, relationship and change management.
• Effective communicator with customers, as well as technical and non-technical team members
• Ability to evaluate new mobile devices to verify compatibility with in house applications.
• Ability to troubleshoot one on one with “C” level executives.
• Experience creating documentation for other helpdesk members to support device and creating documentation for Apps for users.
• Skilled at providing to end users and other technical support staff.
• Experience with deploying new devices (desktops, laptops, printers) to end users.
• Always willing to work as a team to resolve any tech issues.
• Understanding of provisioning, programming, management and support of iOS, Android, Windows Mobile and Blackberry devices.
• Good Communication and Presentation Skills.
• Work experience in an enterprise setting with multiple users at various levels.
• Good writing skills; Good organizational skills

TECHNICAL SKILLS:

• Confidential Communicator, Confidential One Android and iPhone
• Blackberry, iPhone, Android, Tablet, iPad
• Cisco Endpoint Security
• Cisco IPCC/ICM
• PAC2000 Change Management Application
• Get IT (Service Now) Incident and Problem Mgmt Application
• Remedy Incident and Problem Mgmt Application reporting, Accounting Management for Projects (STAMP)
• WLAN
• Windows 7/8/10
• MS Project, Excel, Visio, & SharePoint
• Igrafx Flowcharter
• Help Desk 2000 Certified Help Desk Professional
• Clarity Project and Portfolio Management System

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Business Systems Consultant

Responsibilities:

• Organized and led meetings providing planning, research and support for Confidential UrbanCode Deploy (Udeploy) agent application installations.
• Tracked and researched failed Udeploy agent installations.
• Used Remedy (PAC2000) Incident & Problem Management System to open and assign problem tickets to other Technology Support teams.
• Utilized PAC2000 Change Management module to open, schedule, review, approve and close implementation change requests.
• Submitted security requests to grant application teams access to Udeploy for application deployments.

Confidential, Charlotte, NC

System Support Analyst

Responsibilities:

• Scheduled and facilitated meetings, providing planning, research and support for various compliance/regulatory mandates, application installations and new process initiatives. Lead weekly software defect meetings supporting enterprise wire transfer application and global wire transfer application in development.
• Supported the coordination of wire transfer code installs and software patching implementations.
• Worked with Wire Transfer Technology, Wire Operations and other related groups to identify tasks, and support needed.
• Distributed task plans, hosted pre-install and post install meetings.
• Supported the coordination of firewall installs (Production and Test) and regression testing events.
• Provided support the evening of the install/regression test.
• Supported the coordination of wire transfer BCP events and provided support the day of the event.
• Worked with the MTS Technology Team to update the BCP Task plans. Coordinated support from Wire Operations and interfaces depending if it's a full or limited BCP.
• Change Requests and Work Requests for production and test installs owned by Wire Transfer Support (WTS) and other support groups.
• Submitted security access requests for members of our team’s access to wire transfer servers/applications. Was responsible for entering, updating and closing requests for firewall updates and Security plan updates
• Updated QC to add/ update defect cases, and enhancements.
• Created and distributed report requests.
• Managed the weekly Clearing House Interbank Payments System ( Confidential ), and Str Confidential ht-Through Processing (STP) knowledge base file loads.
• Was responsible for approving the related work requests, monitoring the file load and testing, obtaining Wire Operations approval, saving testing and related documentation.

Confidential, Charlotte, NC

Mobility Business Analyst

Responsibilities:

• Assist with managing/coordinating Confidential - Bring Your Own Device mobility project.
• Gather business requirements by conducting detailed interviews (elicitation meetings) with business users, stakeholders, Subject Matter Experts (SME’s) and other technical support teams.
• Document support processes for the Confidential Mobility team, Service Desk and enterprise end users.
• Use technical knowledge to create end user and Mobile Support Team application solutions.
• Administer the Mobility Support SharePoint site with Microsoft SharePoint Designer 2010.
• Responsible for creating custom reporting surrounding the Confidential project.
• Serve as mobility subject matter expert for Confidential mobile telephony applications, Good for Enterprise and other Good mobile productivity applications.
• Frequently utilize my effective oral and written communication skills while working with all levels of upper management, in addition to being a reliable resource to resolve issues and provide solutions.
• Proficient in testing mobile applications and devices.
• Participate in Confidential End User Computing Change Management Meetings

Confidential, Charlotte, NC

Tier II Mobility Technical Support Specialist

Responsibilities:

• Was responsible for supporting Mobile Infrastructure and Applications (Blackberry, iOS and Android).
• Took support calls, provided face to face hands-on support to end users, customers, sales reps and other call center personnel.
• Provided basic and advanced troubleshooting of 3rd party applications.
• Provisioned and setup new devices; activated and configured new mobile devices such as iPhone, Android, Tablets and other wireless devices.
• Supported Bluetooth iOS devices.
• Ensured proper authorization channels are in place and are entered into tracking system.
• Provided, restricted and changed customer access to various wireless related applications.
• Use Device Network Analysis (DNA) tool to view/edit the status of certain network elements and provisioning.
• Testing new platforms to work on iOS devices (MAC, VPN, Air Print)

Confidential, Charlotte, NC

Owner, Operator/Technician

Responsibilities:

• Provided full service desktop support and troubleshooting
• Provided application and mobility support and provisioning.
• Removed viruses, installed antivirus software.
• Configured routers and modems.
• Made recommendations on hardware/software based on client size, budget and needs.

Confidential, Charlotte, NC

Business Systems Analyst

Responsibilities:

• Served as a liaison between WDA Line of Business (LOB) and IST.
• Coordinated technical support for various corporate / WDA application enhancements, fixes and new projects.
• Participated in IST and WDA project user acceptance testing.
• Gathered business requirements by conducting detailed interviews with business users, stakeholders, Subject Matter Experts (SME’s) and other technical support teams.
• Prepared project progress reports, status reports and submitted to management on a weekly basis.
• Used MS Visio to create flowcharts / workflow Diagrams, and utilized MS Project to create and analyze various project plans.
• Created technical support documentation for IST analysts, including merger support which increased first call resolution, decreased helpdesk average speed of answer and reduced helpdesk cost per call
• Served as assistant lead project manager representing IST on Cisco Endpoint Security project to dramatically increase network security at target sites which reduced bank exposure to security breaches.
• Prepared and managed helpdesk command center escalation processes resulting in efficient reporting and resolution of potential conversion problems during the WDA World Savings/Golden West and First Union/ Confidential mergers

Confidential, Charlotte, NC

Project Manager

Responsibilities:

• Led projects from planning through deployment.
• Developed project plans, schedules, and project estimates.
• Coordinated across all functional managers to develop resource plans and map out critical dependencies which had an impact on projects.
• Monitored project performance and reported on progress to all stakeholders.
• Assessed project issues and developed plans and mitigation strategies to meet project milestones.
• Managed the integration of internal teams, and tracked and reviewed action items, dependencies, and risks.
• Determined deliverables, schedules, budgets, and resources; responsible for accomplishing objectives on time and budget.
• Controlled project scope and changes.
• Identified, managed and drove to resolution project issues.
• Provided weekly/bi-weekly Project Status Reports with defined metrics.
• Used Visio and Igrafx to document and present process flows.
• Worked with Information Security to ensure compliance/governance processes followed.
• Documented processes in Sharepoint for Project Release Mgmt meetings.
• Ensured quality testing performed for relevant project initiatives.
• Successfully collaborated with senior management, functional managers, project managers and business analysts to plan multiple business and technology initiatives
• Designed helpdesk support processes for Campus Card project allowing students at various colleges along the Atlantic coast to have a combined student id, bank Check Card and ATM card
• Served as lead IST PM for Campus Card initiative from initiation to closing.
• Managed relationships and ongoing support with Campus Card university personnel, vendors, and other technology support groups

Information Technology Helpdesk Analyst

Confidential

Responsibilities:

• Analyzed, researched, escalated and resolved all technology related issues for various LOBs.
• Provided application, desktop and network support for 4000+ consumer and commercial users.
• Served as Business Resumption Process Coordinator.
• Maintained FUNB revolving credit test accounts.
• Provided after-hours support via pager.
• Researched, analyzed, and designed a new password change process for the LOB to reduce downtime, increase call center service levels, reducing calls to the helpdesk which created significant cost savings
• Balanced million dollar monetary inputs to the Confidential revolving credit system under a tight timeframe to ensure end customer payments posted according to established service level agreements