Owen Gooden
Brooklyn,NY
Summary
IT support and banking systems professional handling 100+ tickets weekly, resolving outages, and supporting lending operations. Managed queue workflows and trained technicians to improve response times. Supported SQL Server, ServiceNow, and Crystal Reports to reduce downtime and improve service delivery.
Overview
16
16
years of professional experience
Work History
Specialty Lending Systems Officer
Signature Bank / Flagstar Bank
11.2021 - 01.2026
- Supported lending operations by delivering technical resources that ensured seamless transaction processing.
- Resolved Crystal Reports issues during application outages, minimizing downtime and ensuring timely data access.
- Maintained SQL Server, Crystal Reports, LeasePlus, Aspire, and Citrix groups.
- Assisted with month-end processing and enhanced data quality to maintain accurate reporting.
- Developed scripts for data reporting for reporting support.
Senior Service Support Analyst
Signature Bank / Flagstar Bank
04.2015 - 10.2021
- Managed ServiceNow queues and assigned tasks to facilitate team workflow.
- Closed over 100 tickets weekly.
- Supported IT service desk operations to ensure optimal service delivery.
- Prepared reports, executed server reboots, and trained staff on troubleshooting procedures.
- Managed group of 15 technicians and trained colleagues on future troubleshooting applications.
- Facilitated new user onboarding processes for banking clients. and clients for banking systems.
- Built iPhone and Android devices for clients and deployed devices for users.
IT Senior Helpdesk Technician / Manager
Uni-Data (Contracted under JPMorgan Chase)
03.2010 - 04.2015
- Supported daily help desk operations and routed issues through proper escalation paths for timely resolution.
- Helped troubleshoot enterprise banking application issues and improved user experience through efficient problem resolution.
- Resolved equipment issues through ticketing systems and vendor-guided procedures.
- Installed and serviced workstation hardware, cabling, and peripherals.
- Supported JPMorgan Chase technology operations as Uni-Data contract technician.
- Completed move support tasks for workstation relocations and reconfiguration.
- Managed trade floor equipment setup and refresh activities.
- Performed printer hardware swaps, part replacements, and HP-certified equipment service.
- HP equipment certified under the company
Education
High School Diploma -
Sheepshead Bay High School
Brooklyn06-2004
Skills
- Banking applications support
- ServiceNow and SQL Server
- Citrix administration
- Active Directory management
- L3 support expertise
- Data quality management
- IT support and troubleshooting
- Remote desktop troubleshooting
- Network troubleshooting
- Network configuration
- Desktop and laptop deployment
- Hardware break/fix expertise
- Printer troubleshooting and repair
- Application deployment support
- Documentation skills
- Microsoft Office Suite proficiency
- Team management
- Team leadership skills
- Teamwork under pressure
- Customer service excellence
- Mobile device management
Timeline
Specialty Lending Systems Officer
Signature Bank / Flagstar Bank
11.2021 - 01.2026
Senior Service Support Analyst
Signature Bank / Flagstar Bank
04.2015 - 10.2021
IT Senior Helpdesk Technician / Manager
Uni-Data (Contracted under JPMorgan Chase)
03.2010 - 04.2015
High School Diploma -
Sheepshead Bay High School