Paul L.

Experience

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  Modern Postcard

  May 2006 - Aug 2010

  List Processing Specialist

  • Data entry, editing and maintaining client mailing list utilizing Microsoft Excel, Access, and proprietary mailing software. • Local and server list processing in Microsoft Windows Server 2003. • Provide sales and production team phone support. • Update List Processing standard operating procedures (SOP).

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  I DRIVE SAFELY

  Aug 2010 - Jan 2012

  Desktop Support Technician

  • Managing help desk tickets through Kaseya ticketing software. • Deploying Windows Updates to all computers on domain. • Managing new and existing user/email accounts and computers in Active Directory and Exchange.• Configure IP phone line through Avaya IP Office Phone System. • Troubleshooting: Network connectivity issue, network printer issues, Computer/Monitor issues, Microsoft Office issues, and Adobe Creative Suites issue. • Imaging/Deploying Windows 7 to new systems, Build Custom PC's, upgrading hardware. • Removal of Malware including computer viruses, worms, Trojan horses, spyware, adware, most root kits, and other malicious programs. • Data recovery. • 24/7 Support for customer service representatives with computer issues via phone, email, instant messaging, and remotely. • Resolve level 1 CRM issues. • Educate and train new users on how to access network resources and applications. Show less

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  First Allied Securities, Inc.

  Jul 2012 - Mar 2014

  Senior IT Service Desk Engineer

  • Assisting financial advisor and branch assistants with technical issues ranging from break-fix computer issues to provisioning access and entitlements to financial clearing firm application. • Provide support though Automatic Call Distributor (ACD) system and LogMeIn remote desktop support tool. • Support internal staff including executives and Desktop Engineers with conference room AV equipment.• Provision new hire access through Adaxes Active Directory Management software.• SharePoint Administrator and site creation.• Microsoft Office 365 Administrator.• Email migration project trainer. Document email migration processes and provisioning.• Level 3 escalation point for email migration issues. Subject matter expert (SME) for email hosting, DNS/MX records changes including email domain transfers. Show less

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  Cetera Financial Group

  Mar 2014 - May 2018

  Supervisor, IT Support

  • Manage the Service Desk team supporting internal employees and external financial advisors.• Managing and outsourcing off-shore IT Provisioning team.• Delegating escalations and Service Desk task to the team and quality assuring calls.• IT Service Desk training and mentoring. • Service Desk Level 3 escalation point.• Standardize support and write IT technical documentations.• Stabilize and improve Service Desk processes.• IT Service Management (ITSM) reporting for Service Desk group.• Collaborate with other departments to develop and document repeatable business practices to improve group performance and customer satisfaction. Show less

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  WIS International

  May 2018 - Jan 2023

  Manager, System Support

  •Manage 24x7x365 Support Call Center.•Responsible for assuring users are provided efficient and timely first and second level support.•Performs tier 1 and 2 staff scheduling to ensure support coverage during normal business hours and on-call support as required•Establish metrics to determine the effectiveness and efficiency of the support staff. •Monitors the problem ticketing system for critical reported problems and the associated escalation to the IT team responsible for problem resolution as necessary. •Identify problem trends and recurring problems and work with company management to eliminate/reduce the occurrence of the problem.•Ensures daily, weekly and monthly support statistics are completed and distributed to IT management. •Ensure an excellent level of customer service and promote good communication/ relationships with all departments and co-workers and field personnel. Show less