* Utilize specialized knowledge of Raymond James trading systems and business processes to implement a new middle office trading platform as a member of the project team* Establish business requirements, interview SME's, research action items, provide detailed notes of workshops and BRD reviews, and present deliverables to project team and Equity Capital Markets (ECM) management, and manage project SharePoint site* Query CRM and HR databases using MS SQL 2008 to research business area questions* Consult with management to identify opportunities for business process improvements* Research questions on integration points and system feeds with third party vendors* Partner with developers, documenting and explaining internal processes and systems* Under limited supervision, provide administration and support for business area systems and applications while training and mentoring Level 1 Systems Specialists

* Provided excellent technical support and customer service to onsite and remote users* Traveled to ECM branches to provide technology support and consultative services to investment bankers, research analysts, equity traders, and sales associates; presented recommendations based on needs analysis, and implemented chosen solutions* Acted as liaison between IT and ECM, presenting new IT policies and software tools to ECM management and support teams while communicating business needs to IT and lobbying for exceptions when necessary* Trained new associates on features and functionality of internal & 3rd party applications* Taught troubleshooting courses to new support analysts & technical liaisons* Worked closely with IT teams including Operations Service Center, Messaging Administrators, IT Security, Access Administrators, Telecom, Workstation Services, Product and Project Managers on support issues, implementations and projects* Selected by ECM management to lead onsite integration project team in Memphis after one billion dollar acquisition of competing firm Morgan Keegan* High profile, broad impact projects worked on include Mobile Data Management, Sophos Firewall rollout, Network Access Control endpoint security implementation, and Morgan Keegan to Raymond James mail migration* Third party mission critical applications supported include Bloomberg Professional, FactSet, Reuters BridgeStation, SunGard Brass OMS, Thomson Baseline, Thomson One, CitiFX, Barx and Omgeo Oasys; installed, updated & maintained Brass and Baseline servers* Built and tested virtual desktop image for ECM Paris office* Installed, configured and supported various ERP applications including PeopleSoft, Computron, and multiple flavors of CRM such as ACT, Microsoft CRM, and Salesforce

* Marketed Raymond James technology via presentations to branch manager and financial advisor recruits during home office visits, conferences and at recruits’ offices with goal to help recruiters secure commitment from recruits to join the firm* Analyzed recruit’s book of business to determine specific applications for detailed demonstrations* Consulted with transitioning branch manager and financial advisor recruits covering all technology needs for their new branches* Created detailed technology plan for each transition including needs analysis and recommended hardware, software, peripherals and third party services; implemented technology plan via ordering and installing hardware and software onsite and remotely, and requesting user access* Provided tech support of hardware, software, network connectivity, printing & mobile devices* Trained branch managers, operations managers, financial advisors and sales assistants on the use of Raymond James technology platform* Opened approximately 150 new offices over two year period* Implemented Microsoft CRM in all new offices as requested* Mentored and trained Level 1 Technology Consultants* Acted as liaison between Private Client Group Services and IT* Met with IT department managers to identify issue trends and collaborate on resolutions* QA tested images and trained support analysts on proper configurations for independent financial advisors

* Provided excellent technical support and customer service to ECM associates, onsite at the home office and remotely for branches covering hardware, software, networking, printing, and mobile devices* Visited ECM branches to provide technology support and consultative services* Liaised between IT and ECM, presenting new IT policies and tools to ECM management and support teams while communicating business needs to IT and lobbying for exceptions as needed* Trained new associates on features and functionality of internal and third party applications* Taught technical liaison troubleshooting courses to new support analysts and technical liaisons* Installed, configured and supported various ERP applications including PeopleSoft, Computron, and multiple flavors of CRM such as ACT, Microsoft CRM, and Salesforce* Additional duties included installation, testing, and troubleshooting of COTS and enterprise applications; creating detailed documentation for internal problem tracking and change orders using CA Service Desk and Service Catalog; creating knowledge base documents for support analysts and end users; diagnosing and reporting all hardware issues under service contract to Hewlett Packard then verifying repairs and billing

* Taught English for Speakers of Other Languages, Video Production, Language Arts and Intensive Reading and worked as assistant technology resource; evaluated level of English of all ESOL students; collaborated with guidance counselors on course schedules for ESOL students; taught and monitored adequate yearly progress of all ESOL students; developed alternative assessments and assignments; held conferences with parents and ESOL committee; tutored ESOL students in core classes; produced a live student-run closed circuit television news show each day* Consulted with principal, ESOL committee and technology resource teacher on hardware and software needs for the computer lab and language lab and made recommendations based on comprehensive testing and student/faculty feedback; taught students and teachers how to use software and audio/visual equipment in classrooms & computer lab* Assisted and filled in for technology resource teacher by providing hardware, software and network support for PC's and Mac's in the computer lab, as well as faculty and staff computers and printers

* Provided on-site and remote technical support for diverse employee community, particularly C-level and V-level executives and their administrative assistants* Consulted with executives on technology needs and implemented solutions* Setup and supported home offices of president, CFO, and SVP of sales at their request* Selected by executives to provide technology setup and support for 2003 Worldwide Financial Directors and Board of Directors meetings; selected by corporate trainer to provide training on Danka's technology platform and support for sales training classes* As member of Oracle conversion project team, acted as liaison between business units and IT department, gathering business requirements focused on order management, supply chain management, and distributions; worked closely with project managers and engineers on testing, problem management and resolution* Trained and managed team of 25 contractors during hardware upgrade project* Worked closely with Telecom department on site outages and projects* Served as on call technician providing overnight and weekend technical support* Supervised helpdesk technicians as team leader, motivated technicians to meet and exceed weekly goals, counseled technicians who were not meeting expectations, and interviewed and evaluated technician applicants; trained technicians on troubleshooting, issue tracking and escalation; created detailed documentation and scripts for technician’s database; trained employees on use and optimization of technology and software* Built and tested images for sales associates