Analyst at J.P. MorganJ.P. Morgan is a leading global financial services firm with assets of $2.4 trillion and operations in more than 60 countries. With a history dating back over 200 years, the firm serves millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients.

• Works with internal and external users to fulfill solutions in one of the world’s largest consulting firms with troubleshooting, configuration, and training via phone, email and instant messaging. Operates as a go-to resource for product and general support issues, coordinating with other technical teams if required.• Recognized as a top performer in the company, resolving an average of 204 cases per month via effective analysis, problem solving, diligent follow-up and feedback requests.

• Responsible in providing I.T. support to five global companies, performing corporate account creations/editions/deletions, installation and configuration of computer hardware, mobile devices, and computer software.• Collaborates in a team of 10 individuals to achieve corporate goals.• Creates and generates documentation and procedures to train our work group adequately at our Service Centre.• Liaises with direct communication with adjacent departments to escalate complex cases in order to provide efficient customer service.• Due to the proactive approach solved approximately 120 cases per month, generating added global recognition of the company from colleagues, management, and customers.

• Implemented and organized a centralized filing solution (NAS), with weekly periodical backup, configuration and FTP access internally and externally, facilitating employee access to client data remotely.• Responsible for the financial management for the client, such as preparing end-of-month reports, bank reconciliations, and account follow-up using Excel tools.• Suggests and coordinates the client company strategies with members of the team.

• Answered to corporate level technical requirements via emails, telephone calls, and voicemail messages• Assisted clients with the installation, configuration and ongoing usability of desktop/laptop computers, network and standalone printers, Blackberry, Blackberry Playbook, iPhone, iPad devices, and software• Ensured trouble tickets are properly escalated to different support groups if necessary• Served as point of contact for users and contractors in Mexico, Colombia, Argentina, Canada, and U.S.A. offices• Managed printer toner and consumables inventory (printer drums, image transfer and fuser kits) and performed installation at the Calgary Head Office• Responsible for the weekly-held Service Desk meeting, where I.T. policies and procedures are decided for the company• Interacted with personnel, contractors, and vendors in a courteous and professional manner• Performed technical learning sessions and the necessary documentation in English and Spanish for users and I.T. staff, facilitating the key implementations to adopt new technologies

• Responded to technical related emails, telephone calls and voicemail to variable Business Unit end users• Resolved calls at either first or second levels of support and escalated as appropriate• Provided in-person desk-side support, hardware troubleshooting/replacement, training and application license processing, including software testing when necessary• Created and maintained documentation for internal and external customers• Organized and standardized I.T. aspect of Company Off-Site events• Liaised with Application Support personnel, office management and staff on a daily basis

• Managed the local wired/wireless systems, network access, online Internet sales transmissions and telecommunications/technology services for over 200 management and staff members• Responsible for the maintenance and operation of equipment valued over CAD $1 M• Provided technical support internally in a variety of hardware/software incidents, such as network outages, contingency planning, troubleshooting equipment and configuration• Estimated costs, coordinated and scheduled installations with external contractors until project completion• Liaised with Canadian and U.S. head offices to resolve high-level I.T. issues, and performed solutions as necessary• Implemented Itronix wireless tablet PC technology to inspect products and provide reports in any location within the site, saving the business time and money by making processes more efficient