Michael Chartier Email & Phone Number

Connecticut, United States

Hartford, Connecticut

Windsor

Voya outsourced IT to Cognizant and as part of the transition I have maintained the same responsibilities as well as taken on a leadership role in my Retirement Track with 3 individuals reporting to myself. I’ve participated in small/mid enhancements to support Application Maintenance for Salesforce including requirements gathering and participating in weekend releases. Work would include creating functional documentation outlining configuration changes being made to Salesforce, these would generally be changes to email notifications, case queue assignments, and process builder flows to support break/fix or new/additional updates or creation of records. Participated in Knowledge Transition sessions as a documenter as well as SME providing KT. Worked with multiple support teams to ensure accurate information as well as sign offs on this information. Work complex issues from broken Process Builder Workflows generating inconsistent results to scanning Apex code to locate general issue to report to developers for further debugging. First response to support with examples of non-payment, tracking issue through initial submission in Salesforce to external database working with support team and debugging to find issue with intermediate certificate authority. Using logical process oriented thinking I’m able to break complex issues/requests into manageable pieces and accurately judge work and time.

Windsor

Provided first level production support, including daily triage of incidents and requests as well as application maintenance with users raning from call center to VPs. Design and manage in-depth dashboards/reports after fielding detailed information from business User to provide accurate effective data in quick references. Responsible for User onboarding and User access issues across multiple Salesforce instances, using SSO for internal and external portal access. Ensured data integrity through the use of deduping, data loading/extracting using Salesforce Data Loader or CRM Fusion Demand Tools as well as data manipulation within Microsoft Excel. Worked with Salesforce and Manager to purchase and transfer licenses including feature licenses such as Service Cloud or Marketing Cloud. Created and Maintained dozens of CA Signed Certs, worked with other IT departments to coordinate creation and application of Certificate. Versatile with Outlook Sync installation, configuration and troubleshooting, including side panel and add email functionality. Frequent formal and informal User interaction to support business Users, ranging from general user questions for daily tasks or in-depth questions about requests for future functionality requiring research resulting in an enhancement. Main point of contact for nearly any request or incident for multiple lines of business and subgroups within, typically first and last individual reached out when business needs prompt resolution that does not require enhancement work (analysis, pricing, prioritization, etc.). Supporting 10 different instances of Salesforce, major instance containing 4,500 Users and secondary 800+.

Windsor, Connecticut

Supported Broker-Dealer electronic transmission/storage of documentation and remote check submission for Voya Representatives, while maintaining FINRA and WORM compliance. Worked directly with Vendor to provide final resolution to any issues include high severity escalations. Maintained strict SLA deadlines. Provisioned access for multitude of systems; access required nightly feeds with accurate logging to ensure correct access was applied. Interacted directly with internal employees creating great customer response, provided support via phone/email with exceptional customer satisfaction. Point of contact for all User questsions.

Windsor, Ct

Assist users with resetting of credentials, including help with navigation of websites for multiple lines of business. Supported technical issues with multiple browsers and third party software such as Java, and Flash. Collaborated with team member to record new automated phone voice greeting system (1-855-487-3375). High rate of closure upon first answer, minimizing escalation to second level support. Minimum call time while providing top level support resulting in lower wait times for end users. Self-taught, minimum training and guidance.

Hartford, Connecticut Area

Provided Tier 1 IT Call Center help, triage basic User issues including application errors or accesses issues.

Berlin Turnpike, Ct

Provided Desktop Support for Software company who created POS and CRM software for Gym Systems including Planet Fitness, Work Out World, Health Tracks.

Certificate, Information System Technology, A

Activities and Societies: Security+, Network+, Server, Microsoft Suite.

High School Diploma, Information Technology