ERIC A. WORTH
Hilliard,Ohio
Overview
17
17
years of professional experience
Work History
Production Support Analyst
Morgan Stanley
Columbus, Ohio
07.2021 - 08.2023
- Support the Morgan Stanley call centers for ticket requests in the Service Now system
- Closed 700 Service Now tickets in 2022, and 600 tickets in 2023
- Provide agent support in Avaya OneX, Connect, and Salesforce call systems
- Set up new call center Agent employee phone extension profiles in Genesys and NICE systems
- Create Excel reports for agent phone credentials and call data
- View agent’s screens in Skype and Microsoft Teams to navigate and troubleshoot
- Selected by my Managers to join the 2023 Associate Advisory Council with Upper Management
- Trained two new team members
- Received an Excellent 2022 Performance Review
- Provided evening and weekend release and testing support
Production Support Analyst
Advanced Service Professional
01.2018 - 07.2021
- Assisted external incoming call Clients with their Morgan Stanley Online accounts
- Trained internal callers in Salesforce for client accounts, branch client reports, and marketing campaigns
- Used 3D account system to provide callers with client update steps, navigation, and financial reports
- Experience reviewing monthly statements, tax documents, and account letters
- Created complex Excel spreadsheet for client, prospect, and estate valuation reports
- Provided marketing support to create ads, brochures, event planning, and social media for Financial Advisors
- Granted internal caller access to all systems through the Entitlements and Provisioning Request Program, for the retail branch Teller Express application
- Opened and managed new production defects from branch issues and the test environment
- Maintained and managed defect spreadsheet, and provided updates to Management
- Provided internal customer service for the branch employees on Teller Express issues
- Analyzed Teller Express ticket data daily
- Contacted branch employees to discuss their reported issue
- Worked closely with Development, Business Owners, and UAT on reported application issues
- Created spreadsheet for Teller Express ticket data and presented to Management
- Managed resolution of Priority One tickets opened by the branch call center
- Facilitated bi-weekly vendor call for ongoing issue analysis, resolution, and overall process improvement
- Provided weekend release and break fix testing and validation
Client Services Manager
Safeware
Dublin, Ohio
09.2014 - 06.2017
- Interacted with internal Safeware stakeholders, client management, and client end user customers
- Organized and facilitated weekly internal review meetings and client Quarterly Business Reviews
- Provided continuous training and communication to strengthen client performance and relationships
- Analyzed daily sales and errors data
- Created spreadsheets and graphs, and presented to Management
- Implemented Fitness Client Co-Op program resulting in a 27% increase in sales
- Developed GoLive process and documentation for on-boarding new Clients which resulted in a 14% reduction in the onboarding process, and this resulted in an “employee of the month” award
- Leader of the Philanthropy Committee and organized Safeware’s May 2017 Relay for Life team
- Responsible for issuing, receiving, and updating client contacts and non-disclosure agreements
- Worked closely with the Accounting Department to ensure the client monthly statements had accurate balances and pricing
Business Analyst
Chase
Columbus, Ohio
10.2006 - 08.2014
Education
Bachelor of Arts Degree - Business/Organizational Communication
Otterbein College
August 1997
Timeline
Production Support Analyst
Morgan Stanley
07.2021 - 08.2023
Production Support Analyst
Advanced Service Professional
01.2018 - 07.2021
Client Services Manager
Safeware
09.2014 - 06.2017
Business Analyst
Chase
10.2006 - 08.2014
Bachelor of Arts Degree - Business/Organizational Communication
Otterbein College