Hector Ofarrill Email & Phone Number

New York, United States

London, England, GB

London, England, GB

• Managed a team that collaborated with clients to understand their needs; walked users through concerns, supporting real-time market data applications including Thomson Reuters Eikon, FXT, ThomsonONE and MS Office.
• Ensured the success of thousands of custom installations, upgrades and deployments for Windows systems
• Called on project management acumen to keep all efforts under budget, completed on time with attention to quality; also streamlined installations to make end-user experiences simplified in nature
• Led product qualification and documented new software from a client’s perspective
• Documented customizations for client projects, forging and sustaining positive relationships with each to ensure satisfaction and foster meaningful connections
• Helped clients formulate realistic project development plans, schedules and outcomes, making sure even difficult projects would be a success

Toronto, ON, CA

• Acted as a liaison and coordinate internal efforts to resolve issues for reported escalated issues that made a significant impact on business relationships or affected productivity
• Functioned as a project leader to close significant sales during tenure in this capacity, managing a sizable portfolio of technical accounts
• Distributed specific Stock Exchange-mandated changes to 120K workstations
• Delivered written and verbal post-mortems to clients and members of the senior management team regarding escalated issues using root cause analysis
• Led teams involved in solving software or hardware problems; involved leading workshops to cross-train numerous departments
• Reviewed and reported on monthly Service Level Agreements

Toronto, ON, CA

• Worked in conjunction with senior management for the helpdesks of Fortune 500 companies’ to resolve issues as they occurred; offered comprehensive solutions in close collaboration with third parties
• Aided in the development and finalization of Service Level Agreements
• Created and summarized history reports focused on specific clients’ concerns and forwarded them to senior management for further assessment
• Monitored accounts titled “Hot Sites” and tested both hardware and software to measure Y2K compliance
• Integral to the research and implementation of a comprehensive helpdesk database
• Assumed control over helpdesk calls that were escalated and fit for managerial intervention

Toronto, ON, CA

• Offered Tier II technical support to PC user customers in a support group setting, training them on real-time market data software in person and remotely, traveling globally and domestically as needed
• Guided users through installing and upgrading ILX and other affiliated products
• Work with clients’ IT Teams, Network Administrators and Network Engineers to troubleshoot and configure LAN/WAN using strong understanding of Windows and TCP/IP
• Logged onto servers to check for LAN/WAN issues affecting users’ connection to ILX software
• Facilitated management in a Team Lead capacity, training new employees and supporting management during new employee interviews, operating as a technical interviewer

London, GB

• Delivered support to more than 150 users in terms of troubleshooting software, hardware and LAN issues; also performed maintenance on numerous servers
• Backed up and restored servers and workstations as needed
• Developed and finalized user accounts for the Microsoft and Novell Networks; also installed network workstations, printer queues and remote solutions
• Logged trouble tickets into CMS
• Crucial to the performance of sound inventory and procurement processes using attention to detail and timeliness