Colton Deem

• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Trained end-users of Morgan Stanley programs and tools and on use, functionality and application to business problems.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Coached and trained end-users on functions, features and basic troubleshooting of software such as PGP and SSH key rotations.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Used Service Now ticketing systems to manage and process support actions and requests.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Compiled and accurately entered data for each customer encounter to record in system.

Managed work flow to exceed quality service goals.

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Promptly responded to inquiries and requests from prospective customers.

Identified individual development needs with appropriate training.

Maintained up-to-date knowledge of product and service changes.

Solved unresolved customer issues.

Met all customer call guidelines including service levels, handle time and productivity.

• Met all customer call guidelines including service levels, handle time and productivity.
• Solved unresolved customer issues.
• Promptly responded to inquiries and requests from prospective customers.
• Provided accurate, specific and timely performance feedback for CSRs.
• Identified individual development needs with appropriate training.
• Maintained up-to-date knowledge of product and service changes.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Managed work flow to exceed quality service goals.
• Trained staff on operating procedures and company services.

• Solved unresolved customer issues.
• Promptly responded to inquiries and requests from prospective customers.
• Identified individual development needs with appropriate training.
• Met all customer call guidelines including service levels, handle time and productivity.
• Cross-trained and backed up other customer service managers.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Maintained up-to-date knowledge of product and service changes.
• Effectively managed a high volume of inbound and outbound customer calls

• Rotated PGP encryption keys and Sftp/Ftp usernames within Morgan Stanley proprietary systems
• Configured hardware, devices, and software to set up work stations for employees.
• Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.

• Configured hardware, devices, and software to set up work stations for employees.
• Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
• Provided Tier 2 IT support to non-technical internal users through desk side support services.
• Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
• Create file transfer jobs within Morgan Stanley proprietary systems and tech using SFtp/Ftp/Etc
• Troubleshoot escalated issues within proprietary systems for client facing and internal issues.

• Configured hardware, devices, and software to set up work stations for employees.
• Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
• Provided Tier 2 IT support to non-technical internal users through desk side support services.
• Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
• Create file transfer jobs within Morgan Stanley proprietary systems and tech using SFtp/Ftp/Etc
• Troubleshoot escalated issues within proprietary systems for client facing and internal issues.
• Reduced downtime by proactively identifying potential system flaws and implementing corrective measures.
• Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
• Increased customer satisfaction by providing timely and accurate technical support for Level 2 inquiries.
• Worked closely with other departments to address cross-functional concerns efficiently and effectively.