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Information Technology Manager Resume

SUMMARY

  • I am an experienced IT professional with over fifteen years of workstation hardware migration upgrades, software & application implementations and upgrades, and Disaster Recovery experience.
  • I am well versed in the financial services business with particular emphasis on retail and institutional investment securities trading, operations, compliance, administration, and project management.
  • Through my years in the investment business, I have gained superior skills in servicing investment teams and departments, while keeping costs at a minimum while creating many outlets in order to adhere to regulatory and compliance rules and regulations.
  • 10+ years of formalized QA & Regression testing and documentation coordination
  • 8+ years vendor management testing
  • 10+ years end - user support (including system desktop/server hardware, printers, cell & smart phones, and tablets)
  • Expert in Microsoft Windows 7, 8, and 10(including diagnosing and correcting issues)
  • Possess strong analysis, problem resolution, judgment and decision making & vendor management skills
  • Experience handling high call volume service desk and use of Wi-Fi support
  • Possesses strong technical skills, including understanding of algorithms, systems architecture and end-user experience, PC hardware and printer troubleshooting and maintenance
  • Proficient in Microsoft Office XP, 2007 2010, & Office 365 Word, Excel, Outlook, PowerPoint, Access, Visio, Project and Strohl/Sunguard Living Disaster Recovery Planning System (LDRPS)
  • Proficient in Remote Access support through VPN connection via Citrix, TeamViewer, and RSA Security Token
  • Highly skilled in telephone and remote systems access support
  • Strong documentation skills
  • Highly skilled in end-user training and training procedures
  • Proficient in SQL Server Management Studio 2005

PROFESSIONAL EXPERIENCE

Confidential

Information Technology Manager

Responsibilities:

  • Processed daily data for reporting purposes
  • Purchased, received, configured, deployed, and maintained all new hardware
  • Purchased, tested, configured, performed QA testing, and deployed all new software and software updates
  • Created & maintained all user accounts for new staff, password maintenance, and terminations throughout all systems
  • Loaded Windows 10 Operating System images on laptops and desktops
  • Consistently updated all office applications to ensure all operating system and call center software was up-to-date and functioning properly
  • Answered and prioritized management and staff system requests, inquiries & issues via in-house ticketing system
  • Remotely performed virtual agent system technical assessments, and troubleshot hardware, software, internet connection, and printer issues
  • Conducted & developed training classes for staff on all new technology
  • Identified where system enhancements could be made to increase highest levels of proficiency
  • Updated and tracked issue tickets

Confidential

Assistant Manager

Responsibilities:

  • Displayed impeccable customer service & encourages all staff to excel in positive customer treatment
  • Known throughout career as a hands-on manager with strong expertise in team management
  • Ensured that employees recognize the importance of their contributions to the whole, and demonstrates to each one appreciation for the value that he or she delivers to the store overall
  • Significant reputation for leadership due to excellent relationships with employees and willingness to lead by example
  • Consistent open communication with senior management to ensure all corporate procedures and policies are adhered to
  • Turned customer service lapses into positive teachable moments that will improve staff perception of clients needs
  • Responsible to ensure all registers are balanced monetarily by executing all opening or closing procedures
  • Ensured all product deliveries are checked in correctly and all products received are accounted for
  • Created and delivered daily deposits
  • Ensured customer satisfaction

Confidential

System Administrator/Business Continuity Coordinator

Responsibilities:

  • PC Liaison between Investment Business and Information Technology for issue resolution and escalation
  • QA, Change Management & Production Regression Testing for all system upgrades and enhancements
  • Key IT Team member responsible for all application hardware/software upgrades, deployment, issue resolution, and testing
  • Performed exemplary documentation of business and functional requirements, including data flow, business rules, and use cases
  • Responsible for the development, implementation, maintenance and testing of departmental Disaster Recovery Plans
  • Coordinated annual review of all Disaster Recovery Plans with business areas
  • Created, documented, presented, and distributed System Modeling for Information Technology & Business Management for all Investment Management System applications. Including Business Modeling of all staff and users utilizing these systems
  • Initiated and maintained vendor relationships essential to day-to-day investment management operations
  • Provided research and resolution of trading and system issues within the Wealth Advisory business
  • Managed IT staff during all hardware & software upgrades
  • Provided resolution to Investment Advisors and/or Investment Assistants regarding trade order creation
  • Created computerized asset class trading forms
  • Responsible for IT support to investment personnel on trading issues and inquiries
  • Served as Accounting System Administrator
  • PC Liaison-coordinated hardware/software upgrades
  • Developed user access and levels for Investment Portfolio Managers, Traders and Compliance Managers

Confidential

Business Analyst/Operations Support

Responsibilities:

  • Provided investment systems end-user and technical support to investment traders
  • Technical liaison between business users, management and vendors for all application upgrades, issues and problems
  • Responsible for system recommendations and cost estimates to management based on needs, activity and long-term goals
  • Designed a multi-user Microsoft Access database interface for interest claim data entry
  • Supported sales force on trading floor
  • Processed trades for multiple Fixed Income foreign Government Bonds
  • Confirmed non-dollar finance (Repo) trades and interest claim details with clients
  • Participated in various successful Trading Support projects

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