Reginald Hudson Email & Phone Number

Newark, New Jersey, Us

Newark, New Jersey, Us

Newark, New Jersey, Us

-Provides technical support for a global technology help desk.-Responsible for resolving incoming incidents delivered to the helpdesk and managing escalated cases.-Responds to a variety of technical issues from incoming incidents and requests escalated byother help desk staff.-Provides technical guidance and consults with vendors and other product teams to identify and resolve complex client problems.-Alerts clients and team members when a major problem is suspected.-Performs recovery testing to confirm availability of systems where outages have occurred.-Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.-Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems.-Evaluates effectiveness of new utilities and tools.-Performs related duties as assigned or requested.

Milwaukee, Wisconsin, Us

-Work to provide IT support and specialization in regards to the DNA application being utilized by various banks and credits unions world wide.-Assist clients in performing tests in their environments when utilizing our banking application for processing forms-Troubleshoot remotely and walking through errors with client -Answer calls and create/escalate tickets for clients who utilized our applications.-Organize and assign tickets throughout my team for the purpose of customer satisfaction.-Remoting into client TEST and PROD environments to either update their current services or to assist in errors received after an initial upgrade.-Work on weekends to assist clients in upgrading their services and teaching them on how to use our application to the fullest abilities.