Brian Hazel Email & Phone Number

Jersey City, New Jersey, United States

• Configured my global support team’s ticketing system for day to day incident management.
• Responsible for liaising with 3rd party Bank of America ML Research vendors with entitlements and user requirements.
• Onboarded new clients, diagnosed and remediated configuration issues, and provided general technical support.
• Provided assistance for financial advisers and external clients with the BAML Research Library and client portal.
• Guided institutional clients to a thorough understanding of BAML financial reports.
• Increased response times to client-reported incidents from 48 to 24 hours, resulting in a 50% reduction in IT support costs.

• First level support for 50 Client Applications for all external eCommerce users 24x7x365.
• Responsible for overseeing process improvement for various client facing authentication practices.
• Deliver consistent high quality support for client related issues via telephone, email & chat (IM).Responsible for the general analysis and support of the monitoring tools including: installation, administration.
• Average 120 tickets per day with 90% of problems solved within the first call.
• Handle account creation requests for various applications & services provided by UBS (FIX Support, Infrastructure).Staying on-call over weekends and holidays

• Responsible for oversight of editing, ensuring accurate and timely completion of sessions
• Interfaced with customers on invoice related issues, resolving all issues in an efficient, professional manner
• Designed graphics with industry-standard tools and processes
• Maintained an Access database of client data, ensuring accuracy and relevancy of information
• Re-built numerous television program introductions in Spanish for airing on The History Channel
• Transcoded footage from portable media onto servers in preparation for air