Manage developed solutions for digital banking uptime and full functionality objectives through reporting and analysis activities in tandem with vendors such as Q2, Jack Henry, Transfernow and Fiserv while leveraging in house software tools for validity and accuracy (Hogan). Document system defects and enhancements using Jira to communicate and prioritize tickets to the production team for software releases. Test customer issues and enhancements in the lower environments and create change requests to provide to the change advisory board. Document work and project time leveraging ServiceNow for incidents, project tasks, and ticketing. Onboard and offboard employees and work closely with the ServiceNow and user access permissions team to support digital banking platform business needs.Key Achievements• Worked with 3rd party vendors (Q2, Fiserv) to decrease digital banking downtime by facilitating weekly meetings and discussion agendas surrounding functionality defects, root cause analysis, and break-fix enhancements.• Onboarded Silicon Valley Bank customers via acquisition and migrated digital bank users to the First Citizens banking platform. Communicate system upgrades and maintenance from 3rd party vendors and discuss potential impacts to digital banking with applicable teams to ensure quick resolution.

Creating a collaborative relationship between Tier 2 support and stakeholders throughout various levels of the digital banking team and deliver on all agreed upon SLA’s using proprietary software such as Terafina, NCR D3 platform, and Finastra. Investigate incidents using Dynatrace, AWS, and Snowflake SQL queries to research bugs and missed transactions for digital banking users. Organize standard operating procedures, SLAs and SLA guidelines to establish and expand knowledge for support of business critical batch jobs and processes using Control-M and automated alerts. Oversee incident resolution, communication and resources in the event of outages, upgrades or change management requests. Key Achievements:• Worked with numerous technical product owners and vendor relationships to support NCR D3 application, purchased by the business and built from the ground up in 2021, going live in September 2022. Closed over 100 tickets in the first 90 days of implementation of main banking application.• Onboarded 5 business critical applications providing SLA’s, and SOP documentation (Control-M, Finastra, Five9 and Terafina) and meeting with all applicable Product Owners to create a game plan for incident management.• Create Jira tickets to report issues to developers and establish root cause using Snowflake, and AWS to investigate error messages on api endpoints.

Virtualizing/packaging applications using tools Microsoft App-V, Citrix XenApp, and Liquidware FlexApp to complete a full virtual desktop software rollout project for the bank. Test and verify application functionality with various workgroups throughout the organization. Document changes, functionality issues, and upgrades in Service Now and follow up with test groups to validate functionality and data management for virtualized applications.

 Assist in developing and supporting solutions aligned to business requirements that utilize department’s standards, product sets, templates, systems and artifacts. Maintain various clients in their VoIP products (CUCM, Communications Manager 7.x and higher, Voice Recording, as well as legacy voice PBX vendors/products.) Install and troubleshoot IPC and IPTrade turret technologies, and assist multiple teams with Level 1 and 2 trouble tickets. Ability to liaise with 3rd parties and provide representation on behalf of the company, developing optimum solutions and ratifying designs. Adapt various systems and customer environments to converged technologies (i.e. convert a legacy TDM site to an IPT site). Assist in configuring IOS based media gateway devices for ISDN PRI connections. Assemble professional documents based on existing templates, and provide accurate job descriptions with needed hours for completion. Work with management on project delivery lifecycle management, the concept of a Detailed Design, Test and Certification methodologies, Back-Out and Validation plans and procedures. Establish and maintain client relationships and work with all levels of management to improve trust in the brand and strengthen the business/client relationships on behalf of BT. Respond to on call coverage at various client sites under BT contractual obligations to troubleshoot and fix turret connectivity issues.  Update and configure ITS servers for customers and adhere to regulatory requirements for preventative maintenance procedures on a semi-annual basis.

 Supported users by phone and email and enter tickets into Service Now based on urgency and allocate to other departments as necessary.  Replaced and/or fixed all company laptops, PC, and printer equipment using the correct templates and images.  Onboarded all new employees and follow up with applicable managers to allow rights in Active Directory Updated all workstations with the latest patches and updates for Windows, and security software  Used Microsoft System Center Configuration Manager to install and troubleshoot software issues when applicable. Set up all mobile devices with Mobileiron and Cisco VPN applications Managed all internal moves of assets and resources in coordination with office services and networking to install phones and activate ports for new equipment on the network Logged in to Bit9 to scan any applications or sites that were detected as malicious and removed as necessary per company policy. Scanned all desktops, laptops and servers using Carbonblack to limit and block systems and applications that have been marked as malicious to protect firm assets from intrusion and compromise.  Ran basic SQL queries when requested by our Application Support team to investigate software issues with the database for back office software (Axys, NetX360) Used Salesforce and worked with Investment Services to cancel orders, set up new users, and remove account information. Assisted with testing and fixing the Citrix environment and investigated connectivity and software disruptions. Followed up with application support and applicable teams to fix any functionality issues and documented solutions and applicable fixes. (Axys, ERDB, ITG, Toms). Monitored all laptops, desktops, and servers on the network and scanned for viruses using Microsoft Forefront Endpoint protection.

 Provide first and second level help desk support by phone to all remote and on site users, and coordinate with different departments when necessary to fix level 3 and 4 issues.  Replace and/or fix all laptop, PC, and printer equipment when necessary.  Build and deploy all Virtual Machines in the environment for new and present employees. Test and maintain all A/V equipment in our offices in Keller, Texas and Chicago on a weekly basis Use Unidesk and Microsoft System Center Configuration Manager to install and troubleshoot software issues when applicable. Onboard new employees by providing equipment and tagging inventory using ServiceNow Manage all internal moves of resources in coordination with office services and networking to install phones and activate network ports. Manage new hire requests and setup all applicable equipment (monitors, phones, thin clients, and PCs) Troubleshoot all VPN connectivity issues with Cisco VPN software, and maintain user documentation for all applicable software products. (VPN, Teradici, VMware). Open service tickets using ServiceNow to document fixes, trouble tickets, and inventory. Monitor all laptops, desktops, and servers on the network and scan for viruses using Microsoft Forefront Endpoint protection. Complete scans of all devices within the environment with WSUS and stay current with all Forefront Endpoint protection. Audit all RSA tokens and replace as applicable on a yearly basis

 Troubleshoot and investigate all level one and two trouble tickets to the appropriate vendors when connectivity or software problems are evident (X-Trader, GL, J-Trader, Bloomberg, CQG), then follow up with the network and server support teams to investigate the next course of action to resolve the issue.  Maintain all workstations and laptops for all appropriate software upgrades per vendor recommendation (Symantec antivirus, Adobe Acrobat, Java, JP Morgan Access, WebICE, Morgan Stanley Passport, PC Span, LME Select Troubleshoot Windows XP and Office compatibility issues within in-house databases when necessary (SharePoint, Cognos, Stor QM, Winjammer, GlobalRisk).  Speak with the applicable telecom vendors regarding voice and data circuit disconnect and line issues. Support Chicago office cell phone troubleshooting and deployment (Blackberry, Cisco) Provide on call support for international customers regarding trading software functionality and connectivity, and monitor all startup processes for trading applications using ION and Tidal software for equities, fixed income, and nightly GMI processing. Install all Virtual Machine and blade workstation clients, install and troubleshoot all applicable trading, back office, front end software connectivity issues, upgrade and maintain new images to apply to servers and virtual machines as necessary. Document all application settings and train IT support staff on any new software configurations and upgrades. Troubleshoot remote connectivity issues for users and vendors logging in via VMWare and VPN.

 Assist customers with level one and two technical support. Investigate possible trading software issues (Trading Technologies, PATS, GL TRADE, and Bloomberg) regarding connectivity and application problems as they arise on a daily basis. Cancel pending orders in the market at customer’s or trading firm’s request, as well as confirm all fills and market positions when necessary.  Set up new customer trading accounts in various applications (TT X-Risk, Sara, GLTRADE, Eurex, CQG) and confirm all changes with account managers.  Check fills from the back office to verify the proper trader and exchange when requested, and create user ID’s and limits across multiple trading platforms and exchanges using exchange exclusive clearing systems as necessary (ICE, CME Firmsoft 5.1, ECBOT E-Fills).

 Install and maintain trading software servers (TT, PATS, Strategy Runner, E-Speed, Novaplex, Hyperfeed) as well as monitor and troubleshoot various network monitoring tools (Solarwinds, Websense).  Investigate trading software issues with vendors, and come up with a timely, cost effective solution.  Speak with remote customers and troubleshoot various connection and performance problems as necessary. Monitor customer VPN and RSA token activity.  Configure ports on Cisco switches and routers on the network, and monitor backup jobs for network redundancy.

 Install and troubleshoot trading software (Eurex Xceed, CQG, Reuterstation, Futuresource, E-Speed, Trading Technologies, Pats J-Trader, Strategy Runner).  Establish a positive rapport with software vendors and customers, as well as our trade support staff.  Deploy workstations and servers, troubleshoot Windows environments, and upgrade when applicable.  Investigate trading software issues with vendors, and determine and solve issues in a timely manner. Communicate and troubleshoot connectivity and software issues with remote customers and report customer issues to our trade support staff.

 Responsible for server maintenance and software upgrades for the entire company network, configuring and troubleshooting MISS devices (ECBOT, EUREX, and EUREX US) and coordinating upgrades as necessary. Evaluate and optimize company and customer PC’s and troubleshoot network connectivity issues for remote customers.  Communicate with various software vendors (Future Dynamics, CQG, Trading Technologies) for functional and technical support.  Responsible for entering traders into risk management software (TT Guardian), MISS devices (EUREX and EUREX US), and market information systems (CQG).