Your role as a WIMT Platform Tier 2 Application Support Specialist in the Retail Retirement area involves a range of technical responsibilities and collaborative efforts. Here's a breakdown of your essential duties and skills:- Technical Expertise: You possess in-depth knowledge and experience in supporting large-scale applications and systems within the Retail Retirement domain.- Monitoring and Analysis: You monitor service transactions using tools such as Netcool Dashboard, Big Panda, Splunk, App Dynamics, and Grafana to ensure smooth operations and proactively identify and resolve issues.- Collaboration and Issue Resolution: You work closely with peers, colleagues, and managers to track and resolve issues efficiently, using the ServiceNow ticketing system to manage incidents and achieve goals.- Code Updates and Deployment: You implement updates on code changes to fix identified defects, leveraging tools like Udeploy. Post-update, you conduct system health check testing to ensure the stability and functionality of the system.- Testing and Quality Assurance: You contribute to testing efforts, ensuring that business, application, and technical infrastructure requirements are met and that any proposed solutions are thoroughly evaluated.- Cloud Security: You review and analyze solutions for cloud security, including secrets management and key rotations, to ensure the integrity and security of the platform.- Documentation and Diagramming: Using tools like Visio, you collaborate with Principal Engineers to create application flow diagrams. Additionally, you're involved in writing and maintaining technical documentation such as fixlogs, runbooks, and knowledge bases to facilitate knowledge sharing and troubleshooting.Overall, your role combines technical expertise, collaboration skills, and a focus on maintaining the stability, security, and performance of the WIMT Platform within the Retail Retirement domain.

I provided Platform Tier 1 Application support and expertise for technical initiatives related to large-scale applications, systems, and other technical products and services to multiple business channels.Selected to set up a new department and assist with team training, onboarding of 250+ Wealth Management applications, and the construction of the team Confluence siteMonitor SaaS DevOps environment service transactions using Netcool, Big Panda, Splunk, and App Dynamics tools.Review event logs, troubleshoot, and resolve issues by performing Stop/Start of application pools, services, and batch jobs on Autosys and Windows/Linux hosts using PCF.Collaborate and consult with peers, colleagues, and managers to track and resolve issues and achieve goals on trending incidents as they develop using the ServiceNow ticketing system.Direct the daily risk and control flow of operations, focusing on policies, procedures, and work standards to ensure success.

Provides Tier III end-user technical support for Wells Fargo Advisor customer base in more than 200 offices with over 30,000 customers. Provides on-call 24x7 pager rotational support. Support Analyst for operational readiness, incident management, and production support for Service Orientation Architecture (SOA) services utilized by Wealth Brokerage and Retirement. • Updates service to add features to stock market option files in testing and production environments.• Manages incident escalations via Pac 2000. • Meets SLA requirements for multiple brokerage applications.• Investigates server issues via Splunk or AppDynamics.

Xi Delta Lambda Chapter of Alpha Phi Alpha Fraternity, Inc. was chartered in Henrico County, Virginia on March 5, 1982. Over the past 40 years, Xi Delta Lambda has been involved with many programs in the Richmond community. We strive to excel in all we do and look forward to productive endeavors in the future. Xi Delta Lambda has positioned itself to be a leader amongst leaders in a time in history where the aims of our Fraternity are of the utmost importance. "Manly Deeds, Scholarship, and Love for All Mankind" are not only the aims of our Fraternity but are the substance of which Xi Delta Lambda operates in an effort to improve our community, our nation, and our world.

Answered and resolved inbound calls from associates at CarMax stores and the banking department in Atlanta, ensuring timely and effective solutions for a variety of technical and operational issues.Troubleshot a wide range of challenges, including car transfer processes, financing issues, and hardware malfunctions, collaborating with associates to resolve problems efficiently and minimize disruptions to store operations.Provided excellent customer support by addressing associate inquiries with professionalism, patience, and technical expertise, maintaining high service quality standards.

Peripheral/driver configuration and administrationPatching/updating/imaging of supported Windows OS in unmanaged environmentsLocal user profile administrationCommon client software administration such as Adobe, Office, Outlook (including OST management), Anti-virus applications, etc.Virus and Malware removalLAN and WLAN connectivity issues to include VPN connectivityRemote access clients including Terminal Services, Citrix or approved softwareBlackberry/Smart Phone/PDA synchronization and administrationPatching/updating of supported Windows OSBackup administration and configuration using common tools such as Backup ExecBasic Windows Server services troubleshooting and maintenance, including experience with Windows Administration toolsInside and outside DNS configuration and administrationActive Directory & ExchangeUser, group and GPO administrationFile replication and site replication troubleshootingExchange (2003/2007) administration to include troubleshooting services, policies, stores

Provide technical phone support to Enterprise staff to include:- EPIC Hyperspace proficient for end user verification (Production & Sandbox)- Password resets- OS troubleshooting (XP & Windows7)- Application support (i.e. Microsoft Office 2010)- Microsoft Outlook w/Exchange & HEAT Ticketing system,- Remote Desktop support via Dameware, GoToAssit & Frontrange DSM; Citrix server support via Citrix Management ConsoleActive Directory, Mainframe Track incoming/outgoing correspondence via HEAT ticketing system ( used also to escalate issues to Local EUC, NOC and other departments)Respond to customer inquiries via phone & email

First line of defense with our outside third party vendor technicians (~500) configuring static routes on their firewall to tie into the Wells Fargo network. When our outside clients lose T1 or T3 line connectivity, assist AT&T or Verizon to fix their problem. Remain the point person through the problem solving lifecycle.Act as technical trainer role to assist with training of new technicians (~50).Consistently received customer, manager and peer recognition awards.Remain Subject Matter Expert (SME) to work with new employees (~100) converted during the AG Edward /Wachovia Merger.Point-person manager to trouble shoot issues incorrectly handled by prior technician.Setup VPN solution for our Apple computer clients so they can work from home (~500).

Handle a large volume of customers and products on a daily basis, in a heavy multitasking environment. Also had to deal with multiple customers waiting at the counter and over the phone trying to get assistance for their broken products. Diagnosed, repair and upgraded a variety of computers systems, from or not purchase by Best Buy. Perform minor Diagnostics and repairs to miscellaneous electronic equipment such as audio/video peripherals and cameras. Generate revenue by selling and performing computer services so my store can become a top 40 store out of 525 stores.Key Achievements:Maintained exceptional inbound /outbound stats and metrics within my teamWorked as liaison for department technical issues needing assistance of helpdesk.Created Development action plan Database in access for associates to record the development of their skills within the department. Allowed to mange and generate reports on a small group of five associates for special outbound sales ProjectReduce inbound computers turn time in store so we can achieve our Standard Level of Achievement by Best Buy standards.

Provided support for Central Virginia (Richmond, Roanoke and Virginia Beach) servers and 500 users. Held multifaceted responsibilities to configure, install and administer network infrastructure and telecommunications system that supported staff throughout central Virginia. In addition fulfilled administrative responsibilities including the addition and changes to user desktop, email and PBX accounts for customers. Installed and configure servers including Raid1 & 5 arrays in addition to facilitating backup and phone support for software and hardware.Key Achievements: Improved inventory control capabilities by developing a comprehensive Asset Management program. Successfully engineered a virtual private (VPN) solution utilizing Windows NT Effectively managed two separate domains before MCI and WorldCom merger