Functioned as a lead team member on a HW/SW Team of IT Technicians supporting various product lines and Operating systems. Supported items include: desktop pc’s, printers, laptops, servers, MS Operating systems, Point of Sale equipment etc. Also supported applications internal and external to Bank of America.• Performed monthly on-call Server rotation, performing after-hours HW support to numerous servers at three different data centers and various banking centers for Bank of America.• Managed a broad range of installations, upgrades, roll-outs, and troubleshooting projects for Windows-based networks within the banking industry. Involved with the bank’s migration from MS XP environment to Windows 7 environments, working with application and OS build issues.• Coordinated efforts for a large transition move of personnel and IT related equipment being consolidated into one building (several months of coordination efforts before actual move dates.)• Carried out troubleshooting of issues related to PC’s, printers, servers, software/hardware (OS and Apps) and network connectivity. Supporting banking centers and enterprise locations with approximately 1500 plus Bank of America and Merrill Lynch employees within my territory. Ability to converse intelligently with financial management and IT management.• Responsible for call load and call management. Performing duties under tight SLA driven goals and procedural guidelines.

Served as an agent dedicated to the support of Bank of America Engineers, providing a high level of knowledge from years of dealing with the bank on a daily basis.• Participated on various teams to create dedicated HP/Bank of America processes and procedures (Champ-WFM dispatch, SharePoint utility, WFM closing). Active participant in weekly con-calls and also a valued member of the (VOW, voice of the workforce) Voice for the custom accounts team on council.• Provided assistance and guidance with both the vendor and Costa Rica transition phase. Point of contact for team members questions in regards to procedures, SLA’s, territory assignments etc. Escalation focal – worked with HP/PMO and B of A vendor management to resolve a wide range of escalation issues.• Back-up to Manager, responsible for day to day responsibilities of the manger while he/she was out of the office.• Provided call center support to dedicated Bank of America CE’s. Assisted with dispatching, closing deferring or providing pertinent information that may be needed. Performed load balancing and other duties related to the dispatching aspects of the job.

Bank of America Resource Coordinator: Primarily serving the western United States: AZ, CA, NM, TX and backup coverage for the whole US. Normal business days consisted of daily contact with over 50 engineers dedicated to my particular areas. Dispatch, load balancing, scheduling and call closures are some of the daily task associated with the job. While also working with the district managers from each state or region to resolve customer escalated problems. Contributed to the efforts of 30 months of meeting or exceeding SLA performance measures set by the SOW.• Work with various district managers to resolve escalated/elevated customer issues. • Worked closely with engineers and their schedules/load balance, so that they can meet or exceed their SLA parameters. Exceeded SLA’s for 30 straight months.• Implemented weekly conference calls between the District Manager, CE, IMAC coordinators, Resource Coordinators and Logistics to better improve the understanding of what is need with this difficult contract. • Received outstanding positive comments from team members on employee reviews, as well as excellent feedback from senior management.

Served as Incident Manager for Bank of America and HP. Residing on-site at the customer’s Enterprise IT support helpdesk in Richmond Virginia. Worked closely with Bank of America liaisons to resolve a variety of employee complaints and IT problems the Technicians may come across in the field. Provided daily National and Regional reporting updates on open call activity and open escalated incident resolutions or updates.• Incident Manager to 9 Onsite Coordinators, throughout the various helpdesks in the United States (3 Richmond, 1 Charlotte, 2 Atlanta and 3 in California).• Trained and mentored OSC’s using processes and procedures created and implemented by myself. EX. Monitoring system performance between HP Champs/WFM systems and Bank of America’s Tivoli systems and more current Peregrine systems, ensuring call flow was there due to the bank’s critical nature of calls/incidents.• Received Customer Service Award for outstanding track record of positive customer feedback.