Paul Boroughs
Lancaster,SC
Summary
- Flexible Technical Support Engineer with 30 years of experience helping clients maintain smooth operations. Expertise in Schwab Retirement Technology systems and cloud based environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
- Schwab's Presidents Award - 3 times awarded.
Overview
30
30
years of professional experience
Work History
Senior Technical Support Engineer
Charles Schwab
11.1993 - Current
- My first assignment 30 years ago was the creation and distribution of training materials for the suite of Schwab Retirement Technologies (SRT) products.
- 10 years ago I was charged with being the lead resource in the creation, design, implementation and support of the Schwab Retirement Technologies Application Software offering.
- To date we have built that model into supporting 1.7 million participants with assets totaling 38 billion.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime. This resulted in service level agreement of a 99.99% uptime for the suite of Recordkeeping products at SRT. This SLA has been met continuously for the past 10 years.
- Dedicated on call resource for the past 15 years for all SRT products.
- Last successful project was the implementation of PING 2Factor Authentication solution for all clients accessing the domain.
- Current project is the onboarding of clients behind the security firewall solution called Akamai. We are utilizing SPLUNK to examine client traffic. We then take this information and work with clients to ensure no interruptions in service, API execution or query execution.
Education
Bachelor of Arts - English
University of North Carolina At Wilmington
Wilmington, NC01.1992
Skills
- Customer Support
- Remote Support
- Remote Diagnostics
- IT Infrastructure Planning
- Virtualization Technologies
- Server maintenance
- MS SQL Studio
- Seagate's Crystal Reports
- SalesForce
- SPLUNK
- All Schwab Retirement Technologies products: Daily Recordkeeping system, Plan Sponsor Portal, Global Administration tool, Scharp and multiple custom extract utilities
- MS Office Suite of products
Avid outdoorsman, fishing, hiking, gardening.
I love to fish and enjoy the outdoors. I was the President of the Lake Norman Bass club for 2 years, qualified for multiple BASS regional and state tournaments. I have survived 5 marathons and a plethora of triathlons.
My mantra is if you fall down 7 times you get back up 8.
Timeline
Senior Technical Support Engineer
Charles Schwab
11.1993 - Current
Bachelor of Arts - English
University of North Carolina At Wilmington
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