Christopher O'Connor Email & Phone Number

• Knowledge and experience of supporting and using EMM, MDM and MAM solutions for iOS, Android, BlackBerry and Windows based devices• Provided troubleshooting and technical support for BlackBerry’s UEM solution directly to Chief Technology Officers and Chief Information Officers from BlackBerry’s top 100 clients including Government Agencies, Banks, Hospitals, and Major Corporations• Resolved 25 high-profile client issues per month by gathering data, diagnosing the root cause of the issue, communicating with BlackBerry engineers, and instructing clients on necessary actions. • Beta-tested new Android hardware and software in the early stages of product development to identify defects and vulnerabilities to assist engineers in resolving issues• Supported a portfolio of over 2000 BlackBerry UEM clients and personally collaborated with client IT Network Administrators to resolve between 30 and 50 technical issues per month• Reviewed incident logs to detect recurring errors and collaborated with engineers to perform Root Cause Analysis in order to prevent errors, reduce technical issues, and improve client experience• Assisted clients with advancing the configuration of their network and security protocols in order to optimize the usage of UEM • Communicated feature enhancement requests to development team in order to provide clients with customized solutions• Acting as a Subject Matter Expert (SME) with the UEM/Good Technology platform

•Configure, maintain, upgrade, deploy and install applications and/or application changes in compliance with software development life cycle (SDLC) procedures•Responsible for the analysis, troubleshooting, and resolution of Tier 1 and Tier 2 level software occurrence while adhering to departmental procedures•Collaborate with the Infrastructure and Application Development teams to ensure that complication are resolved in an efficient and timely manner•Coordinate with Application Development to transition responsibilities to Application Support Analysts team as appropriate•Manage system performance and availability of 3rd party and internally developed applications•Troubleshoot and resolve advanced application issues from the server perspective, utilizing logs, administration or monitoring tools, server configurations, and other techniques•Recommend and design system changes or enhancements, giving primary consideration to the feasibility, maintainability, internal customer needs and quality requirements•Create and maintain documentation related to installation, architecture, configuration, operational tasks, and troubleshooting for applications in a central repository•Mentor and provide ongoing guidance to the other Support Analysts on complex issues and errors

•Troubleshooting and maintaining software/hardware.•Communicating with clients about their computer condition.•Running diagnostic tests to locate specific customer issues.•Installing and testing new equipment to ensure computer works properly for customers.•Diagnosing hardware related issues •Originated and qualified incoming clients for their mortgage solution.•Explained and gathered client documentation required for loan approval.•Maintained regular contact with the customer to inform the customer of loan status.•Reviewed client documentation; ensured compliance with the underwriting guidelines and presented for approval.