Hi, I’m
Hugh Merisier
Medford,MA
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Work Preference
Summary
Thorough Senior Analyst with over a 5-year background in Financial Services and IT Support. Excellent planning, organizational and communication skills. Self-reliant to perform analysis and make recommendations. Talented in data modeling and client management.
Overview
10
years of professional experience
1
Certification
Work History
Depository Trust & Clearing Corporation
Client Support Senior Analyst
01.2020 - Current
Job overview
- Handle 50+ client queries daily with a 92% first call resolution
- Provide in depth technical trade support resolution for MTIR and FIX messaging
- Cultivate relationships with over 20+ external clients and with 5 internal technical teams to provide proper support
- Provide incident escalation, troubleshooting hardware/software issues, and network and connectivity support
- Specialize in CRM management, client on-boarding, cross-functional collaboration, and customer retention
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Created dashboards to monitor and track key performance indicators.
Granite Telecommunications
Premier Account Manager
08.2017 - 01.2020
Job overview
- Maintained client relationship with Granite Premier Accounts
- Managed client’s phone lines, outages, billing, reporting for Granite Premier Accounts
- Conducted weekly meetings with client
- Kept a clear relationship with sales and account management
- Built senior executive relationships at target accounts and aligned solutions to business needs.
- Determined revenue growth opportunities and enhanced service levels by closely monitoring developments in assigned accounts.
- Consulted customers leveraging knowledge of networking solutions, network routers and switches and data center management.
CBT Architects
Data Analyst
03.2016 - 07.2017
Job overview
- Received payroll data of employees in order to remove errors or duplicates
- Compiled confidential employee data using data software
- Used HR data to provide insight on what business decisions to make (health insurance, payroll software, etc.)
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
Education
Bentley UniversityWaltham, MA
Bachelor of Science from Marketing, Minor in Information Technology
05-2017
Skills
- Salesforce CRM
- Salesforce Service Cloud
- ServiceNow
- HubSpot
- Five9
- Zoom
- Microsoft Dynamics 365
- Jira Service Management
- Freshdesk
- Analytics program experience
- Portfolio valuation
- Analytics software
Certification
- Salesforce Certified
- HDI Certified
- SWIFT Certified
- CSE Certified
- HubSpot Certified
LANGUAGES
English: Fluent
French: Fluent
Haitian Creole: Fluent
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Soccer
Reading
Learning New Languages (ex. Spanish, Portugese)
Boxing
Community Involvement
Software
Salesforce
Jira
Zoom
Five9
Microsoft Dynamics 365
HubSpot
ServiceNow
Accomplishments
- Resolved trade matching errors through consumer testing within Central Trade Manager
- Collaborated with team of Integration and Product Design in the development of Bulk Trade Upload function.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of four staff members and was a mentor for their DTCC product understanding
Timeline
Client Support Senior Analyst
Depository Trust & Clearing Corporation
01.2020 - Current
Premier Account Manager
Granite Telecommunications
08.2017 - 01.2020
Data Analyst
CBT Architects
03.2016 - 07.2017
Bentley University
Bachelor of Science from Marketing, Minor in Information Technology