Paul Boroughs
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 xx million participants with assets totaling xx billion. Numbers cannot be disclosed at this time.
- 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.
- Main resource responsible for the SRT SSAE18 SOC 1 audit for the past 10 years. Dealt with both BDO Seidman and Deloitte.
- Responsible for designing, executing and testing the SRT Disaster Recovery Plan.
- 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
Timeline
Senior Technical Support Engineer
Charles Schwab
11.1993 - Current
Bachelor of Arts - English
University of North Carolina At Wilmington
Similar Profiles
Jacob BridgesJacob Bridges
Financial Services Representative at Charles SchwabFinancial Services Representative at Charles Schwab
Miranda WithersMiranda Withers
Onboarding and Educational Development at Charles Schwab & CoOnboarding and Educational Development at Charles Schwab & Co
Sterling K. SmithSterling K. Smith
Senior Specialist, Client Services & Support Operational Support Account Solutions at Charles Schwab & Co.Senior Specialist, Client Services & Support Operational Support Account Solutions at Charles Schwab & Co.
Brady HumbertBrady Humbert
Stock Plan Services Operations and Support Specialist at Charles Schwab & Co., Inc.Stock Plan Services Operations and Support Specialist at Charles Schwab & Co., Inc.
Alex FerraoAlex Ferrao
Associate Product Manager / Support Manager / Senior Technical Support Engineer at IDVerse - An OCR Labs CompanyAssociate Product Manager / Support Manager / Senior Technical Support Engineer at IDVerse - An OCR Labs Company