Covers jobs responsible for developing, implementing, and executing business initiatives and programs, as well as serving as advocates for Wells Fargo's vision and business plans across business groups.Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectivesIdentify opportunities for process improvement by conducting root cause testing of all compliance and business metricsDetermine areas of strength or Business Execution opportunity within defined scope of workReview and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectationsUtilize independent judgment to guide moderate risk deliverablesPresent recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the businessExercise independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business

Current liaison between supported Operational Risk teams and technical organizations requesting, researching and troubleshooting all of their technology needs, not limited to access, software and hardware.Analyst for a range of basic to complex technical inquiries applying consultation directly with appropriate technical and Line Of Business areas to resolve all problems efficiently.Primary administrator for supported teams shared resources: share drives, mailboxes, security profiles and groups for users under realm of Corporate and Operational risk.Responsible for identifying and coordinating test/pilot groups within supported team members for all system and application upgrades, as well assessing current and future department technology needs.Helping Corporate Risk and all Wells Fargo businesses identify and manage risk, focusing on credit risk, operational risk and market risk.Assisting management and Board of Directors identify and monitor risks that may affect multiple lines of business, and take appropriate action when business activities exceed the risk tolerance of the company.Process requests and provide research on behalf of managers and employees for hardware, software, onboarding, offboarding, access, telephony, and other technology needsDeliver consistent, innovative, and best-in-class service for highly complex technical and access management issues including SharePoint and technology projectsProvide SharePoint governance by proactively monitoring collection size allocations and site maintenance Support SharePoint site managers by providing help desk support, creating and decommissioning of sites and permission requestsProvide cell phone cost monitoring and cost saving suggestionsCreate detailed employee list compiled from various data sources to ensure consistent alignment and accuracyExpand capabilities to allow for additional support and services

Analyst with The Corporate Properties Group Technology team within the Enterprise Technology Operations Group that runs an installation of SAP ERP as CPG’s system of record for the management of bank owned real estate asset holdings, •Provides support for moderately complex technical issues and initiatives related to assigned applications, systems, databases and/or other technical products and services•uses diagnostic and other tools to maintain, troubleshoot and restore service or data to systems or escalates if needed to meet established service level agreements•assists with migrations from development to production, upgrades, installations and/or configurations•write queries to extract data and validates data loads•participates in project sizing efforts •Updates documentation and procedures and provides informal training •using pre-defined guidelines, templates and/or test scripts, identifies and escalates problems•tracks changes and performance trends and participates in process improvement activities; •handling BCP, quality, security and compliance requirements for supported areas and monitors changes to identify risk to production systems.•Develops and documents new and existing operational procedures.•Development and measurement of department quality control standards.•Author end-user communications for system outages, release updates, •Supports SAP Real Estate, PPM, SRM and CRM module(s). IBM Tririga•AutoCad Licensing /software testing management and tracking•Lan Central utilization, navigation, and reporting •Email archive management •Manage QA, UAT, and DEV testing ids with use of HPQC/ALM, test scripts and testing of scripts•Ecova access setup•IBM Tririga SMS Setup•RIMA email archive management•3vr Client software patching•Serraview user administrationLead Coordinator and facilitator to several application functional leads, engaging business users to test applications on semi-annual basis post Microsoft Windows 2010 OS updates.

•Act as a liaison between client area and technical organization, assisting in the planning and analysis of basic business problems to be solved with automated systems •Serve daily 1st and 2nd level support on Business Tools Service Center help desk, supporting Wholesale applications (CreditView, COPS, ART, MRA, ETRAC, LDIC, RELMS, CForms, EZR, A+ Net, CAARP, Data Doctor, iTRAC, Planet Wholesale, ProfitMAX, ProfitView, Relationship Pricer, RelationshipView and WISPR) used by the various lines of businesses including but not limited to GIB, Global Banking, Business Banking, and Commercial Banking•Work with user groups to provide training, resolve questions, assess user needs and make necessary changes to the database(s) •Provide technical assistance via phone and e-mail and support identifying and evaluating automated systems and related procedures that are cost effective and meet business requirements.•Gather data used by business group. Maintains forms and performs quality checks of the automated systems•Assists in developing guidelines for use of database(s). Updates the database(s) and supports the testing team•Works with the users to troubleshoot application and system issues, identify defects and document enhancements, and escalated to 2nd level production support to report business problems that may have technological solutions. •Involved with UAT testing, provisioning access, communication, and assistance with the various applications. •Consult with the production support and technology application teams to provide the line of business users technological solutions•Serves as ProfitView Subject Matter Expert (oracle-based application); ProfitMax Subject Matter Expert; Data Doctor Subject Matter Expert, and back up Subject Matter Expert to other supported applications•Manages WISPR/Essbase access requests•Execute TOAD (SQL) queries to return requested data from databases for various purposes.

•Support the enterprise telephone technology on time division multiplex and voice-over IP platforms•Support voicemail systems toll free & conference call lines•Documents and resolves failures regarding enterprise Voice applications and hardware and software•Perform detailed router & switch troubleshooting•Facilitate repairs of hardware and software consistent with established service levels•Supporting enterprise telephony including telephones, analog and digital, fax, modem, and POTS lines, BCM, Centrex, and Key Systems, ISDN, T1 and call routing software on TDM and VOIP platforms, and Nortel CS2100/SL100 PBX•Support of Avaya, Nortel, Siemens, Norstar, Comdial, Vertical Edge, Meridian, and Cisco VoIP phones. •Displays knowledge of switching, trunking, routing, and call distribution•Demonstrated knowledge of Cisco’s IP Telephony solutions•Documented and resolved failures regarding Voice applications, hardware and software•Manipulation in Cisco Call Manager, Avaya and Nortel Switches •Support of Avaya CMS, Avaya IP Agent, Avaya One X, Uniphi, DCO softphone, Horizon Softphone, •Uninstallation and reinstallation of telephony software•MyEd and Tesla trained

• Manage technical hardware, telephone setup for 3,500 users in department• Manage desktop support ticket queue in conjunction with system access for users• IT Access and Procurement liaison• Manage inventory of software and hardware of entire department• Technical support to users prior to escalation to Desktop Support team• Coordination of user access alongside Information Security Analysts• Hardware installation• Software installation• Coordination of equipment and phone moves for user cubicle moves• Coordinate imaging and re-imaging of PCs for transfers and new hires• Distribution of IBM/Lenovo, HP, and Dell PCs to users• Account creation and delivery of remote access/Citrix SecureID tokens• Audio and Video setup and management for users, meetings, and visiting potential clients• Partnered with Desktop Services and Application Support teams to ensure that business units obtain necessary technology communications and direction while in accordance with corporate and business line policies and procedures

• Call center functions such as answering calls and administering voicemail and e-mails• Creation of incidents and work orders in timely manner utilizing service desk tools• Tier I troubleshooting of clients issues not limited to Microsoft XP operating systems, Outlook, PDA’s and Dell Platforms• Display general knowledge of iSeries, UNIX, Intel, LAN and WAN technologies• Work independently as well as in team environment to execute multiple Help Desk assignments• Coordination of work order creation for tier II issue escalation• Coordination of user administration processes and password resets for all Polo Platforms• Abundant use and manipulation of Active Directory entries.• Exhibit excellent customer and interpersonal service skills• Utilizing excellent documentation , organization and verbal communication skills.

Respond to inbound support calls and emailsAdminister issues and requests from clientsManage the support of Microsoft NAV based software for third-party logistics industryLog issues, requests, and route specific individuals Manage client training schedule and classes

VonageRespond to inbound technical support calls and emailsDocument client callsUtilize knowledge of both hardware and software configurations in a Windows 2k and XP OS environmentSolve client issues Manage VoIP issues with Vonage Service

Install motherboards on production line including the connection of various cables in different forms of chassis

Assist College of Arts and Science Department Perform computer maintenance and supportAnswer inbound student inquiriesFile documentsTransport documents to various departmentsPerform all other administrative tasks