Felix Sanchez Jr Email & Phone Number

Philadelphia, Pa, Us

Following the acquisition of Akademos by VitalSource, my position plays an active role in the VitalSource IT department in automating manual processes, building out tools, managing systems, and ensuring stability and availability of all IT services and processes within the company.• Provides support to on-site and remote associates and contractors throughout the day using various methods of communication such as chat, phone, screen shares, and tickets. • Investigates user problems and identifies their source; determines possible solutions; test and implements solutions; troubleshoots application to identify and correct malfunctions and other operational difficulties.• Research and analysis of trends from submitted helpdesk tickets• Assists with network and computer preventive maintenance, security efforts, and company antivirus to ensure data integrity.• Works with setup and installation of equipment to include computers, peripherals, phones, software, etc.• Coordinates daily requests such as adding/deleting users, maintaining email groups, and other miscellaneous IT requests and projects.• Test new software applications and recommend purchases where appropriate.• Develops, writes, and maintains end-user documentation.• Maintains confidentiality regarding the information processed, stored, or accessed by the end-user.• Develops key working relationships to help achieve positive outcomes.

Provided technical support via telephone, remote access and on-site when needed and act as an on-call engineer for employees working from home. Worked closely with multiple internal departments, external vendors and the business user community to ensure assets were properly secured and managed through the asset lifecycle.• Worked closely with multiple IT teams and employees to identify and report trends, resolve issues/escalations, implement best practices, and reduce costs.• Provided technical support via telephone, remote access and on-site when needed• Acted as an on-call engineer for those employees working from home• Managed asset assignment to new and exiting employees • Managed installation and licensure maintenance for employee software requests• Maintained accuracy of IT hardware and software assets and identify issues• Ensured corporate and legal guidelines are followed for managing IT hardware and software assets and serve as a liaison to the DevOps and Operations departments on matters pertaining to IT assets• Managed requests from software vendors for audits or license validation

Jersey City, New Jersey, United States

Devised and documented procedures for internal use to ensure the enhancement of application stability and resiliency across the organization via the reduction of incidents. • Organized, communicated, and directed Major Incident Management (MIM) processes to ensure adherence to policies and escalation requirements. • Identified and proposed proactive measures to improve problem resolution procedures. • Consulted with various departments in the effective implementation of solutions to meet clients needed. • Led and orchestrated process improvement initiatives that directly resulted in optimized workflows and deliverables. • Conducted critical reviews and assessed problem records through technical review, prioritization, and implementation. • Initiated and followed-through with decision making initiatives pertaining to root-cause analyses, problem management processes, and implementation of resolution activities. • Implemented priority incident impact assessments that would potentially lead to critical business impacts.• Facilitated root cause analysis meetings to determine issues via the analysis of incidents and trends. • Synchronized problems throughout the problem life cycle from identification through resolution. • Coordinated and documented follow-up activities relating to problem reviews. • Executed incident trend analyses and raised problem tickets for recurring and major incidents. • Ensured the proper resources were available to investigate, identify, and resolve issues.

New York, New York, United States

Designated as the subject matter expert (SME) during all phases and milestones pertaining to technical projects including deployments, migrations, and upgrades. Provided dedicated support to over 500+ equities, wealth, and VIP professionals upholding accountability standards to ensure success within a fast-paced and demanding environment. • Administered and controlled Active Directory users and groups. • Supervised the installation of new applications and hardware. • Completed extensive testing of hardware, applications, and software. • Spearheaded the full recruitment life cycle of new potential candidates across North America including screening, interviewing, evaluating, and ranking. • Oversaw and focused technical project timelines, workflows, and priorities to maximize efficiency, productivity, and deliverables.• Functioned as the point of escalation for a range of technical issues. • Strategically planned the installation and integration of hardware and software system technologies. • Installed, configured, and assessed enterprise-wide solutions. • Liaised with stakeholders regarding opportunities, challenges, and trends impacting progress. • Directed and achieved maintenance activities via troubleshooting, backups, computer system (hardware and software) and peripheral equipment repairs located throughout the organization to ensure operational continuity. • Monitored and maintained the talent acquisition and performance management activities to build a team of high-performing achievers.• Coached, mentored, and trained Per Scholas apprentices in order for them to master complex job functions and integrate successfully into the team to meet business needs. • Led product demonstrations and training to multiple user groups. • Orchestrated vendor and external partner communications and directives to align with company goals and objectives.

New York, New York, United States

Supported 2000+ investment bankers by installing, configuring, troubleshooting, diagnosing, and repairing business technology.- Codified standard operating procedures, documented best practices, and improved processes as needed to drive operational efficiency.- Recruited, hired, trained, and managed seven interns via campus recruiting to exceed expectations in the Investment Banking Analyst and Associate Summer Program.- Worked closely with corporate trainers to ensure that new team members had access to the necessary tools and technology for their job functions.- Protected assets by enforcing strict controls for network security, equipment distribution, and system access.- Played a key role in transitioning Lehman Brothers employees to Barclays’ technology platforms, with minimal disruptions to business operations.