SUMMARY

Technical solutions provider, specializing in project management and enterprise application support

EDUCATION

Santa Clara University, Santa Clara, CA: Bachelor of Science in Economics, 1995
Siebel 7.7 Certified Consultant, 2006

Outstanding project management, leadership, teambuilding, client support, analysis, and documentation skills
Proven track record in process improvement, change management, customer satisfaction, business analysis, service level enforcement, enterprise application monitoring, and technology infrastructure support
Wide range of technical skills: Siebel CRM, ScheduALL, Actuate Reports 7, MS Visual Studio, MS SharePoint, Expression Studio, C#, CSS, XHTML, OOP, Joomla!, SQL, MS Office, Active Directory, MS Clustering, Big-IP LTM, Resonate Central Dispatch, Wintel hardware, LAN/WAN gateways and networking, Windows platform deployment, diagnostics, and support
Exceptional oral and written communication abilities

Bank of America 2005 – 2009

Assistant Vice President; CRM Support Manager, New York, NY
Led global Siebel Financials application and client support team; maintaining high-availability application infrastructure and supporting over two thousand debt and equity traders, salespeople, business managers, and research teams
Managed technical projects, including application enhancements, vendor integrations, software packaging, performance monitoring, multi-domain deployments, disaster recovery, and environment builds
Performed ongoing and project-based business analysis; defining requirements and milestones, negotiating changes with the development team, and managing the client relationship through all phases of the software delivery lifecycle
Designed, implemented, and managed custom service desk application for call tracking, work assignment, service level enforcement, dynamic knowledgebase creation, customer support metrics and reporting
Provided daily coaching, weekly group training sessions, and workflow documentation for global support teams
Authored and maintained application environment, technical design, and build documentation
Managed code release, hardware upgrades, OS patches, interface changes, and database upgrades

Banc of America Securities 2000 – 2005
Officer, Senior Analyst; Trade Support, New York, NY

Managed technology projects, including hardware and OS rebuilds and migrations, security updates, application deployments, user profile migrations, scripted changes, remote inventory control
Trained support staff in technical troubleshooting, support process, policies, and procedures

Analyst II; Trading Desktop Operations, San Francisco, CA

Provided onsite administration and critical application support for global financial trading operations, supporting Bloomberg, Reuters BridgeStation, Cisco VPN, proprietary trading systems, desktop software, access control, security, networking, operating system diagnostics, peripheral and hardware installation

Analyst; Markets Technology Infrastructure, San Francisco, CA

Acted as ‘pit boss’ for high-volume global technology support desk, supporting over three thousand clients
Consistently achieved the highest incident closure and client satisfaction rankings among technical analysts

Foothill College Center for Innovation 1998 – 2000
SmartSchools Program Manager, Los Altos Hills, CA

Created and managed a web-based volunteer matching service to provide technical support for K–12 educators
Organized and administered the SmartSchools Innovation award for exemplary use of classroom technology
Led education technology listservs, technology adoption forums, workshops, and seminars

Smart Valley Incorporated 1997 – 1998
PC Day Programs Coordinator, San Mateo, CA

Planned and executed events, using volunteers to assemble over two thousand computers for classrooms
Implemented a statewide mentoring program, matching grant recipients with technology professionals
Negotiated discounts and developed a catalog of software, hardware, and training for teachers