Michael Curtis

• Contributing to project REVAMP that aims to remediate the noncompliance gap, with Symphony selected as the designated SMS compliance application for CIB.
• Contributing through an Operational Readiness Team that has been identified as a critical stakeholder in supporting this service. We will be establishing a cadence of standing meetings to develop an operational plan and documentation. The project timeline is aggressive, with a pilot in August and full deployment by November, targeting 8,000 users.
  
• Working on a collaborative team that works across multiple functional workstreams.
• The REVAMP team is tasked with working at a fast-pace to achieve the implementation of features and functionality that resolves ICC findings for CIB and eventually other LOBs.
• Analyzed Vendor documentation for the implementation of Symphony SMS and WhatApps to advise on risks and blockers to implementing the solution.
• Working in the Operational readiness workstream I had to collaborate with almost all the other workstreams to deliver the Operational Readiness Playbook. I had to influence and persuasively collaborate with other workstreams to get tasks accomplished to complete the playbook.
• I analyzed the vendor documentation and was able to add value to the total teams discussion of risk of the new features due to my specific understanding of the products risk and technology risks in general.
• Working on the Consent Order project since inception – managing deployment, break-fix, and retrieval of PCs to contractors – managing relationships with vendors during consent order.
• Responsible for helping with the day-to-day support of Team members in Wholesale Commercial Real Estate and Wholesale Risk.
• Managed the migration of Commercial Real Estate and Wholesale Risk Team members to Internet Explorer 11
• 1400 Users migrated to IE 11
• SME for new Open-Text knowledgebase database tool and responsible for migrating current CRE/WCG LOB database to a new tool
• Managed an Inventory database tool for all Offline PCs in the entire wholesale footprint.
• Ensured adherence to company policies by monitoring user activities and addressing unauthorized access attempts on the network.
• Assisted in the planning and execution of successful LAN expansion projects, accommodating company growth needs.
• Coordinated with vendors for procurement of necessary equipment, ensuring a well-maintained LAN environment at all times.
• Improved network performance by monitoring and troubleshooting LAN issues.
• Supported the roll-out of new applications across the organization by configuring required network settings and addressing compatibility concerns among various devices connected to the LAN system.
• Participated in disaster recovery planning exercises to minimize potential data loss from unforeseen events or incidents affecting the network.
• Maintained detailed documentation of LAN configurations, procedures, and troubleshooting guides for reference purposes.

Projects/Responsibilities

• Responsible for helping with the day-to-day support of 10,000 End Users in Wholesale in Treasury Mgmt. CALL Center experience in Winston-Salem Linden Center. Support includes, but is not limited to, break-fix of desktops, laptops (PC and MAC), and peripherals.
• Lead in the original support of iPhones, iPads, and Apple/Macintosh products across the East Coast for our support footprint in wholesale.
• Led several projects including, but not limited to, rolling out, and support of a scan-to-email solution on the East Coast from Philadelphia, PA to Winston-Salem, NC to Jacksonville, Fl.; Packaging and re-engineering of software to be used in the bank, Stakeholder, Trainer and S.M.E. for hardware inventory system used to track offline hardware and S.M.E. for InfoSource (a resource documentation tool).
• Reduced downtime by promptly identifying and resolving network problems.
• Boosted user satisfaction by providing timely technical support to end-users experiencing connectivity issues.
• Participated in disaster recovery planning exercises to minimize potential data loss from unforeseen events or incidents affecting the network.
• Evaluated new networking technologies for potential implementation, staying current with industry best practices.
• Ensured adherence to company policies by monitoring user activities and addressing unauthorized access attempts on the network.
• Performed root cause analysis for recurring issues in order to devise long-term solutions that resulted in increased uptime.
• Provided training to staff on proper use of LAN resources, improving overall productivity within the organization.

Responsibilities

• Worked on the designated Fraud Team in Winston-Salem TCS. I have successfully assisted many clients in mitigating loss in their companies from online exposure. I am a Subject Matter Expert in E-Box transactions through Wachovia Connection, ACH Management, and FUND transfers functionality including Domestic, International, ACH, Book, and Account transfers.
• Support included Wachovia products, vendor-based products, and other non-Wachovia products such as IE7, Microsoft Operating Systems, and networking applications. Support for internal and external clients. Peripheral support included TSSOs, AMs, RMs, Specialists, and general sales staff. I gave peripheral and direct support, with appropriate growth, of implementation procedures and functional processes, including research issues and follow-up to internal and external clients. Tracking of escalated issues, through various escalation channels. Team participation for process improvement, continuing education, research, and testing, to reflect appropriate and consistent growth. Strong service orientation to support corporate customers in an effort toward maximization of use and efficiency with Wachovia applications.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Walked individuals through basic troubleshooting tasks.
• Configured hardware, devices, and software to set up work stations for employees.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Installed, modified, and repaired software and hardware to resolve technical issues.