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University
of Illinois
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Dane So daneso@gmail.com
15 Samson Way. • Northbrook ,
Illinois 60001
312-961-1234
PROFILE
Innovative, solution-oriented Business
Change Agent with experience delivering IT customer service support and
innovation within financial services and technology industry. Special expertise in identifying and solving
business solutions specific to transaction and information technology. Strengths include ability to manage solution
delivery within a mature SDLC methodology, effectively lead teams, work
independently and provide superior communication skills, adaptability and time
management.
·
Quality Assurance
·
Business Analysis
|
·
Project Management
·
Help Desk Support
·
Technical Support Specialist
|
SYSTEM SKILLS
Platforms: Windows
2000/XP/2007, Mac OS X
Testing Tools: Quick Test
Pro, Test Director, WinRunner
Applications: Microsoft
Office Suite, Microsoft Active Directory, Microsoft Exchange 5.5/2003,RSA
SecureID
Market Data: Bloomberg,
Factset, Reuters
PROFESSIONAL EXPERIENCE
UBS, Chicago , IL
Head
of Client Support / Associate Director (2006-2011)
Managed day-to-day work of
solution delivery team and delivery of projects that involve multiple
cross-regional service components. Responsible at the operational level for
quality and cost-effective service delivery for the trading environment.
Managed the technical and service relationship between vendors, application
development and the end client. Managed, mentored and developed team members.
Monitored delivery implementation to ensure project/program compliance to
budget, quality standards, and customer requirements. Contributed to quality
control improvement processes.
·
Supervised IT Support Department across three major
metropolitan cities with a staff 8 of which provided first-level call
resolution group as well as the second-level desktop technical support.
Prepared and maintained project plans and tracked activities against the plan,
providing service level reports to customers and line management as appropriate
·
Responsible for ensuring performance metrics are
achieved with 90% first call resolution SLA .
·
Established Operational Level Agreements (OLA) with
other support groups and instituting Key Performance Indicators in place to
measure achievement trends (including business indicator trends).
·
Managed quality assurance activities with
applications deployed by IT development staff to ensure compliance to user desktops
architecture and existing application stacks.
·
Worked with Offshore partners to ensure quality
assurance standards defined by UBS were being properly executed
·
Facilitated and insured business signoff with
software UAT during application deployment within Windows architecture.
·
Standardized
the change management processes ensuring continuous improvements by the
introduction of systems acceptance processes protocols and criteria.
·
Improved
quality of implementation of all projects ensuring separation of responsibilities
between development and production in accordance with audit requirements.
·
Responsible
for maintenance, adherence and testing of the Business Continuity Planning
activities for the front and back office application stack.
Consultant Team Lead
(2001-2003)
Joined UBS Global Asset
Management as a contractor and quickly promoted as a team lead on proven
performance. Provided leadership as well as performing day to day duties.
·
Provided 1st and 2nd level
support for 450 users with 24/7 on call support.
·
Led the desktop team in a major office relocation
consists of 450 users.
·
Implemented inventory and life cycle management.
·
Led team on the migration of Windows NT to Windows
2000 environment. Activities entailed coordination with application development
and business uses, testing application in Windows 2000 environment and
infrastructure deliverables.
·
Supported and participated in global initiatives
including software/OS rollouts, policy changes, Y2K readiness, etc.
·
Configured Email Accounts, Groups, Mailboxes within
MS Exchange 5.5 and MS Outlook 98.
·
Completed documentation and training for all
existing production systems.
IBM, Schaumburg , IL
·
Provided
eCommerce support for major U.S.
·
Provided escalation support from level I technicians.
·
Security Monitoring and physical troubleshooting of
E-Commerce LAN and WAN Networks which includes using NetView 6000, Net Ranger,
Secure Frame Encryption Manager, MQ Candle Monitor, MVS TSO and SDSF Dispatcher
Main Frame Messaging, Secure Shell AIX-UNIX Network Server applications.
·
Provided single point of contact for network
services, network operations.
Department of
Family Children Services, Chicago , IL
System Technician 1999
·
Provided onsite support for new DCFS facilities.
·
Coordinated the installation of new PCs and server cabinets.
·
Responsible for re-image all new PC installed onsite.
EDUCATION
Computer System Institute
MCSE Course Completion 1998
Northwestern Business College
Business Administration 1996-1997
Liberal Art Studies 1994-1996
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