Richard Bradley

Experience

• 

  DFT Communications

  Jan 2001 - Feb 2005

  Worked as both direct tech support to our clients, as well as performed Network Admin duties for our DSL clients. During my time at DFT/Netsync, I was awarded the companies employee of the year award.

  • Internet Support Desk and DSL Network Technician

    Dec 2001 - Feb 2005

  • Tech Support

    Jan 2001 - Jan 2004

  • Tech Support

    Jan 2001 - Jan 2004
• 

  HSBC Technology and Service

  Jan 2005 - Jan 2007

  NAHD analyst
• 

  Paychex

  Jan 2007 - Jan 2009

  MMS Research Analyst Enterprise Support
• 

  Paychex

  Aug 2009 - now

  I work as a Technical Account Manager partnering with Relationship Managers and our Top Revenue Clients to help them overcome Technical issues and advocate for strategic improvements in our applications to help our clients achieve business success while simplifying how they interact with our applications and service. My goal is to proactively engage our clients so they can realize all of the benefits available to them through our applications to allow them to focus on growing their business. In this role I spent 2 years leading the Overnight Weekend Support team and 3 years leading our Payroll Support teams focused on building proactive Partnerships with our Product and Development partners focused on resolving Incidents impacting our business Partners and Clients while exceeding targets on Availability, SLA, and MTTR, and on downshifting and simplifying solutions to common issues including the elimination of incidents impacting consumers of our Payroll Applications. Supervising the MMS Service team in Enterprise Support. Performed Root Cause Analysis on availability impactinc incidents, as well as trend analysis. The focus of these efforts was to eliminate the problem from occurring through the implementations of mitigation plans.

  • Technical Account Manager

    Jun 2019 - now

  • IT Incident Manager I

    Jun 2014 - Jun 2019

  • IT Support Supervisor

    May 2012 - Jun 2014

  • IT Problem Resolution

    Aug 2009 - May 2012