Summary
Overview
Work History
Education
Skills
Timeline
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Ehab S. Elnagar

Burlington,NJ

Summary

Experienced and educated professional seeking a challenging position in the field of Technology. Utilizes technical, analytical, and problem-solving skills to contribute to overall productivity of the firm.

Overview

20
20
years of professional experience

Work History

Operations Generalist (Retirement Distributions)

Bank of America
03.2014 - Current
  • Field calls from the branch offices to assist Financial Advisors and Client Associates with aiding their clients with their needs such as changing investment options, setting up automatic contributions to their retirement accounts, assisting with taking withdrawals from their retirement accounts, and performing daily maintenance checks on clients’ accounts to ensure no restrictions have been placed on their accounts due to missing documentation or improper data entry
  • Review Documents submitted by clients for accuracy and process their varied requests (Withdrawals, Funds Transfer, Account Updates, etc.)

Sr. Customer Service Representative (CMA Fees)

Bank of America
07.2011 - 02.2014
  • Field calls from the branch offices to address fees on clients Brokerage accounts, reversing fees if they are within the guidelines to reverse the fees, respond to trouble tickets called ASAPs that addresses account maintenance, and also responding to the teams FEES mailbox for general inquiries from the branch office management

Call Center Technician

Merrill Lynch
07.2007 - 01.2009
  • Maintained 100% uptime on all the Genesys Servers
  • Performed Quarterly Maintenance on all the hardware in the Call Center
  • On call 24/7/365 in case there are any outages
  • Troubleshooting and restarting servers to figure out what may be causing link drops between the servers and the call center agents themselves
  • Installed and uninstalled Servers, Routers, IP Phones, etc
  • Helped integrate Cisco phones into the FA’s Wealth Management Workstation
  • Assisted in the rollout of a call center in Singapore, including ordering hardware, organizing meetings in all hours of the night due to the time difference, and still managed to get it up and running

Jr. Web Developer/ Intern

Merrill Lynch
06.2005 - 08.2006
  • First Position at Merrill Lynch
  • Spent most of the time learning the ins and outs of the company, but also found time to create a few web based applications that some teams are still using today
  • Presented the application to higher management during one of our many Lunch and Learn sessions

Education

Bachelors Degree - Computer Science and Mathematics

Rutgers University
Camden, NJ
06.2011

Associated Degree - Computer Science

Burlington County College
Burlington, NJ
12.2005

Skills

  • Proficient Computer Skills
  • Excellent interpersonal and communication skills
  • Ability to work well with others as well as individually
  • Organized
  • Detail oriented
  • Dependable
  • High Scores in Accuracy and Productivity
  • Works well under pressure
  • Effective time management skills
  • Ability to multi-task
  • Warm personality
  • Escalation management

Timeline

Operations Generalist (Retirement Distributions)

Bank of America
03.2014 - Current

Sr. Customer Service Representative (CMA Fees)

Bank of America
07.2011 - 02.2014

Call Center Technician

Merrill Lynch
07.2007 - 01.2009

Jr. Web Developer/ Intern

Merrill Lynch
06.2005 - 08.2006

Bachelors Degree - Computer Science and Mathematics

Rutgers University

Associated Degree - Computer Science

Burlington County College

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Ehab S. Elnagar