Officer, Analyst Ii
Jacksonville, Florida Area
High level Software and hardware trouble shooting for Bank of America and Merrill Lynch platforms. Client-facing level one technology support role for a global user-base. Role involves basic troubleshooting of Windows 7/XP, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone).Support Citrix Receiver across Windows, Mac, IOS, Android and Chrome OS Platforms every day.Work closely with business partners across diverse business to cultivate relationships Create dispatch tickets for venders like HP to go to branches for hardware replacement.Connect to associates machines using Dame Ware for troubleshooting.Created and presented quality guides to the entire Help Desk via WebEx Meetings and in-person training. Work closely with all service areas to ensure proper and accurate resolutions are met in a timely manner.Work closely with peers helping them resolve complex issues at point of call and setting up email, messenger and many other things.Provided training classes for understanding QuickBooks and troubleshooting.Utilized OBI and its reports to find and mitigate IVR and client/associate issues and transfer reasons.Work closely with team managers and leads in finding call drivers.High quality white glove service for all our wealth management clients. Utilize Lean, Siebel, CPV and Interact for brokerage and banking needs.Support for Quicken and QuickBooks connectivity and database issues.
