Provide support for CRM application.

TriCom is a nationally recognized leader in the Information Technology staffing and consulting business. We have successfully recruited and staffed over 1,000 IT professionals with over 100 diverse organizations nationwide. Whether you’re a top IT professional or you’re in the market for one, TriCom has a proven track record of success and can assist you with your IT staffing or project needs.

Provide service support and service delivery of the following applications POB (ITIL and Pink Elephant certified), Sales Force, Pro Sign, Ceridian and ATM management. Coordinate efforts of cross-functional teams made up of business unit, technical staff and vendors to accomplish applications development and support objectives. Includes incident, problem, change and release management functions. Plan test and implement application changes and software updates. Lead problem management and incident management for high severity incidents. Coordinate with business units to prioritize service requests. Develop test plans for changes, comprehensive support plans and DR plans. Evaluating the existing change request processes to improve workflow following ITIL guidelines. Developing workflow to initiate automated process for requests to provision new applications and servers to include Service Design, Service Transition and Service Operation.

Managed and developed staff to meet business objectives; assigning and directing work; interviewing, hiring, training and scheduling employees; appraising performance; addressing complaints and resolving problems to ensure high quality of customer service:● Demonstrated ability to create, manage and resolve incident to improve business processes. ● Produced and automated monthly metric reports for upper management for trends.● Managed remote service desk employees at secondary location.● Defined and implemented new or improved processes and procedures following ITIL.● Supported over 1700 employees, 125 branches located coast to coast, 24/7 Call Center.● Worked daily with HP desktops and laptops.● Supported large software base over 80 applications. ● Managed Access Management team that handles all user provisioning.● Provided support for mobile devices, iphone, iPad, Blackberry.● Deployed iPads for Board members. ● Defined and improved processes in Information Technology department.● Implemented managed print services.● Manged IT hardware and software warehouse.● Defined SLAs for various processes.● Developed KPIs for Service Desk staff. ● Coordinated deployment of Windows 7 workstation upgrade at all branch locations.● Provided 24/7 support. ● Developed training plan for new Service Desk staff.● Evaluated laptops, desktops and printers.

Consolidated the management of security access for over 80 applications to the Information Technology department. Implemented user security access reviews including assisting of development of in house software to conduct reviews. Automated review of user accounts in eDirectory to reduce risk of inactive and orphaned accounts. Developed processes and procedures for standard security access setup, modifications and terminations. Worked with HR department to implement automated process to terminate employees network access upon termination. Assisted business with remote access request process and standards.

Provisioned security access for all employees, resolved security related issues for approximately 10 applications. Implemented security access standards that included security templates for applications where applicable.

Liaison to over 70 branches for client support services. Accurately processed credit card applications, payments and resolved billing problems. Reconciled ATMs, money orders, travelers checks. Created excel worksheets to maintain inventory and reconcile several accounts. Conducted training and quarterly meetings with teller supervisors to include updated processes and procedures.

Paying and receiving daily transactions, ATM balancing and reconciliation and cross selling products and services.