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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE1616 N. Central Ave., #1319, Phoenix, AZ 85004 PHONE NUMBER AVAILABLE SUMMARYHighly experienced in supporting operations through implementation of best practices: Work proactively to ensure best service/logistical coordination to meet complex client needs Maintain impeccable accuracy in management of technical and business records Conduct routine preventative maintenance of existing systems to support clients and operations Collaborate with IT staff and business unit clients to develop fundamental knowledge and understanding of client business environment, priorities, and processes Provide execution of functions with professional demeanor to support client relations Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes Resourceful team-player who excels at building trusting relationships with customers and colleagues Demonstrates and promotes strong client advocacy Bilingual (Spanish/English)EXPERIENCEMorningstar Inc., Chicago, IL Oct. 2000 Sept. 2023 Senior Technical Support Consultant/Representative (20142023) Responsible for communication to clients when new releases are available for corporate deployment Serve as first point of contact for escalated issues to support relationship management Support client operations in North and Latin America, Australia, Japan, and the United Kingdom (UK) Interact directly where needed with client end-users as Subject Matter Expert (SME) to resolve emergent issues and track Open, In-Process, Closed issues reported via Salesforce Facilitate pertinent corporate, inter-departmental, and departmental communication Maintain up-to-date knowledge base of features, technical architecture, and benefits of Morningstar products, serving as resource to the teamHighlights:o Collaborate to implement ongoing training and onboarding process for new hires o Partner with Senior Architect/Product Managers to develop and monitor policies & procedures, operating structure, information flow, etc.o Coach and mentor team-members to cultivate key talent and achieve goals o Participate in the management of the ticket queue and appropriately assign technical issues to Technical Support Reps. based on knowledge and comfort levelo Recognized with four client-nominated Global Value Awards Client Solution SpecialistTechnical Lead (20062014) Worked closely with Morningstar Direct and Ibbotson Encorr development team to reduce delays and meet engagement goals for client corporate network environments Recorded and maintained technical incidents via QuickBase and RightNow CRMs Administered Morningstar Direct trial accounts and updated accounts upon request Provided weekly report to management regarding open/closed related reported issues, incidents Revised minimum requirements, technical specifications and updating corporate web site as needed Ensured that open technical-related incidents of Ibbotson Encorr and Morningstar Direct were kept to a minimum Responsible for shipping cds, per request, to clients as new releases are available Highlights:o Led beta testing of proprietary software since inception with 40+ clients scheduled and tested during a three- month period using remote software/utility (Microsoft Live Meeting) o Trained and assisted colleagues; including international assets, on technical incidents o Partnered with the Client Training and Education team to own the implementation of on-going training programs and onboarding processes for the Client Solution Consultants, Level I support staff o Ongoing education and skill-building (self-administered as well as centrally administered) with respect to product architecture/technology, service process and client context o Served as a mentor to more junior/inexperienced members of the team Ibbotson Associates (acquired by Morningstar, Inc., 2006), Chicago, IL Oct. 2000 - May 2006 Senior Technical Support Consultant Respond to client (end-user) technical questions/inquires via telephone, email, remote, and at times, on-site, in a complete accurate, and timely manner (in accordance with Service License Agreement) Submitted and validated bugs/defects found, reported utilizing ClearQuest/QuickBase/JIRA Trained and assisted Financial Analysts, colleagues on technical incidents pertaining to Ibbotson Portfolio Strategist, Ibbotson Encorr Software suiteHighlights:o Effectively maintained missed call volume to technical support below 4% o Drafted/created/published Knowledge Base articles for intranet site o Collaborated in updating of Technical Support Department Intranet site via HTML, FrontPage o Accurately imaged various Windows O/S and Microsoft Office versions via ImageCast Deloitte, Chicago, IL Aug. 1998 Oct. 2000Practice Support AnalystLevel III Provided troubleshooting across multiple departments for standalone and networked stations daily, under Win98, NT, Win2K, and Novell environments for Midwest Cluster Assisted with training program for new hires Supported Project Manager in update of servers with most current departmental applications Highlights:o Assisted Project Manager in creation of images using Ghost Image Software, ensuring adherence to departmental specificationso Consult on hardware needs and provide recommendations of equipment upgrades and note any compatibility issueso Trained and assist Level I personnel with troubleshooting techniques/tips upon hire EDUCATIONGovernors State University, University Park, IL Conferred 2008 Bachelor of ScienceBusiness AdministrationSKILLSTechnical Support Agile Methodology Business Analysis Business Requirements Communication Cloud Computing Customer Relationship Management Customer Focus Customer Service Citrix Documentation JIRAIncident Management Leadership LiaisonMicrosoft Office 365 Microsoft .NET Framework Microsoft C++ Redistributable Microsoft WebView2 Runtime Project Management Process Streamlining Relationship Management Resource Coordination Salesforce System Requirements Team Coordination/Mentorship User Experience Various Proprietary Software VMWare |
