Nicole Woods
Monroe
Overview
18
18
years of professional experience
Work History
Manager- End User Support
Mizuho Americas
05.2023 - Current
- Supervise a team of 20 technical professionals (foreign and domestic) whom is responsible for day-to-day support, maintenance, and implementation of enterprise-level services within a VMWare Horizon Client environment
- Collaborate with IT Windows and Desktop operation teams to identify knowledge gaps, streamline information flow, and facilitate knowledge sharing initiatives.
- Revised and managed End-User onboarding with Human Resources division and related system process automation using SharePoint tool and working close with SharePoint team
- Leads incident response efforts related to endpoint incidents, including assisting in the investigation, containment, and remediation with Windows Engineer team.
- Provide service incident and problem management support for IT Infrastructure events using ServiceNow
- Work close with the Mobile Device Management team to deploy and support mobile using AirWatch and DUO
- Proven experience building and fostering cross-functional relationships.
- Demonstrate success in hiring, training, and developing customer support professionals.
- Ensure system updates, patches, and configurations are prioritized as well as managed effectively.
- Optimize workflows to enhance service delivery and operational efficiency, ensuring alignment with organizational priorities.
- Triage and resolve Level 2 and Level 3 support incidents, addressing Incidents and Requests in a timely manner.
- Track and monitor progress of incidents and tasks to identify trends via SLA.
Senior Support Engineer
FISERV / Inlet, LLC
02.2018 - 05.2023
- Work closely with System Integration and Development teams to ensure Inlet E-bill platform operate with optimal performance.
- Experience analyzing and troubleshooting RESTful web API calls
- Research, diagnose, troubleshoot, and identify solutions to resolve system issues
- Participate in the planning of integration projects.
- Provide integration environment technical knowledge and experience during the planning, execution, and management of integrating new applications into the existing application environment.
- Review Restful API logs to determine errors and provide resolution within a timely fashion.
- Identifies internal client support requirements for new services, tools, and processes to manage and improve customer satisfaction.
- Resolve end user issues as escalated by clients, including working with software vendors' technical support to resolve complex problems.
- Run and analyze reports related to reported cases, consumer enrollments and content delivery
- Troubleshoot client issues using various tools such as: Kibana and Postman
- Keep abreast of the latest changes and features applied to the Inlet E-bill platform
- Conduct daily meetings with various integration and development teams to identify areas of improvement related to support procedures and tools
- Understand the needs of external clients to maintain and develop business unit relationships to deliver excellent support.
- Maintain a knowledge database of known errors and help initiate and deliver process improvements
- Excellent communication and presentation skills, proficient in Microsoft Office products, able to prioritize tasks based on severity
IT Support Analyst
Wilson Elser Moskowitz Edelman & Dicker LLC
08.2017 - 02.2018
- Provided direct technical support (Level 1 and Level 2) for computer system users firm wide via telephone, Jabber or remotely.
- Supported and troubleshoot both computer and telecommunications-related issues: software, hardware, network devices, printers, and smartphones.
- Handled tickets in a timely manner to meet SLA. Provide follow-up to users after initial visit. Retain ownership of assigned tickets and update ticket logs daily via Heat ticketing system
- Assessed software compatibility with current operating system and execute on the installation and maintenance of firm specific applications via SCCM
- Strong analytical and problem-solving skills
- Maintained effective relationships with employees within all levels of the organization.
- Monitored, Enabled and Disabled Dropbox accounts firm wide
- Responsible for creating and disabling user accounts
Senior IT Support Specialist
Rosenberg & Estis P.C.
03.2016 - 07.2017
- Within a Windows 7 environment provided technical support via telephone, in-person or remotely.
- Responded to assigned tickets (routine and urgent) within the timeframe specified by the current IS service level agreement and worked issues through resolution.
- Deployed computer software patches through SCCM
- Maintained appropriate documentation (Knowledge Base) for all users via JITBIT ticketing system.
- Installed and configured computer hardware, software, printers (standalone and network) and scanners
- Diagnosed and solved hardware/software faults
- Troubleshoot and resolved mobile devices, workstations, and workstation-based application issues.
- Enabled, disabled, and maintained user accounts via Active Directory
- Troubleshoot Outlook issues such as mail profile, calendar and contact functionality, permissions, and other delegation right changes
- Assisted users with MS Word 2013 issues. Such as: Saving documentation, enabling/disabling add-ins, format and font changes
- Set up audio/video for meetings
- Configured devices with Maas360 for mobile security
- Setup Two factor authentication via DUO Mobile
- Assisted with replacing or repairing failed equipment and office migrations
- Interfaced with vendors and managed service providers to resolve more complex related technical issues
- Conducted end user orientation and training for the understanding and operation of the firm’s computer systems
Technical Project Coordinator
Bloomberg, LP New York, NY
10.2007 - 02.2016
- Responsible for all IT Project and Production management installations and testing of data circuits
- Assisted clients with installing and upgrading the Bloomberg software across multiple platforms
- Coordinated and leads regularly scheduled meetings with clients to fully understand their daily operations, define their processing needs, and to help them achieve their objectives
- Provide support for network devices and carrier circuits
- Monitored pricing and billing issues with accounts payable team
- Managed customer expectations and communicate with all stakeholders
- Evaluate existing system designs to streamline workflow processes
- Assisted Enterprise Solutions team within an aggressive timeframe to migrate clients from FTP to SFTP via Splunk 5
- Coordinated and dispatch field service engineers to execute and support on-site implementations
- Project Coordinator point of contact for major clients such as: Morgan Stanley, Raymond James and ICAP
- Excellent oral and written communication skills
Technical Support - Legal Department
Bloomberg, LP New York, NY
07.2011 - 12.2013
- Heavy use of MS Word, Excel and Outlook to collect, analyze, organize and maintain information, records and documents in accordance with legal practices and procedures as needed to support the legal department.
- Troubleshoot MS Office applications
- Work closely with the Web Management Portal group to create, monitor and maintain the domains
- Assisted with trademark prosecution and domain name management via iManage
- Performed routine legal research and procedures under limited supervision
- Work closely with Risk Management to investigate suspicious activity involving the Bloomberg Professional Service
- Monitored copyright infringements via our Domain Management Services portal
- Responsible for sending out cease and desist letters regarding Copyright and Trademark Infringements
- Work closely with IP attorneys to register and renew domain names both domestic and internationally
- Responsible for granting permission licensing to clients and non-customers for use of Bloomberg Copyright material.
- Investigated illegal use of Bloomberg content displayed in various media forms
- Directed and coordinated Mergers and Acquisitions domain management projects
Global Technical Support
Bloomberg, LP New York, NY
10.2007 - 07.2011
- Assist and provide technical support to field issues generated by Bloomberg clients via web, phone, email, chat forums and on site
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required service levels
- Worked close with Network Operations to troubleshoot LAN & WAN connectivity issues using tools such as: ping, traceroute, telnet
- Troubleshoot mobile device connectivity via Blackberry Enterprise Server
- Coordinate with third-party vendors for application support, changes and patches
- Assist new hires with departmental process and procedures
- Timely and accurate completion of all Call Center data in accordance with IT requirements
- Multitasked and maintained a high level of efficiency while meeting deadlines and departmental quotas
- Provided accurate and timely solutions to client requests and problems
- Demonstrated advanced customer service skills as well as strong work ethic towards organizational management.
- The ability to communicate with advanced and non-technical clients
- Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client service.
Education
Bachelor of Science - Information Systems
Pace University
New York, NY05.2005
Skills
- 5 years of experience providing direct customer support in software, hardware, and networking
- 5 years of LAN, WAN, and network system support
- 5 years of experience installing, configuring, and maintaining PC operating systems and devices
- Advanced proficiency - Microsoft Operating Systems, Microsoft Office Suite, MS Teams, & ServiceNow
- Expertise in remote access technologies (Citrix, VPN, Beyond Trust) and mobile platforms/software (iOS, iPadOS,Duo Mobile, AirWatch)
- Advanced proficiency with Document Management Systems (eg, iManage)
- Advanced Proficiency: Bloomberg Professional Financial Data System
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Relationship building
- Operations management
- Customer relationship management (CRM)
- Performance management
- Conflict resolution
- Performance evaluations
- Business administration
- Product management
- Clear communication
- Vendor management
- Teamwork and collaboration
- Computer skills
- Effective communication
- Organizational skills
- Excellent communication
- Multitasking Abilities
Timeline
Manager- End User Support
Mizuho Americas
05.2023 - Current
Senior Support Engineer
FISERV / Inlet, LLC
02.2018 - 05.2023
IT Support Analyst
Wilson Elser Moskowitz Edelman & Dicker LLC
08.2017 - 02.2018
Senior IT Support Specialist
Rosenberg & Estis P.C.
03.2016 - 07.2017
Technical Support - Legal Department
Bloomberg, LP New York, NY
07.2011 - 12.2013
Technical Project Coordinator
Bloomberg, LP New York, NY
10.2007 - 02.2016
Global Technical Support
Bloomberg, LP New York, NY
10.2007 - 07.2011
Bachelor of Science - Information Systems
Pace University