Tanisha C. Elie

Project Coordinator

January 2009 to Present

• Leads and advises on projects to integrate the Bloomberg product onto the customer’s network
• Project manager for network related projects such as bandwidth upgrades, node site removals, new circuit installations, financial network upgrades, and combined network services
• Business analyst for annual business planning projects to develop and enhance internal applications and processes
• Determines the best infrastructure for client connectivity and ensures the whole installation process meets the clients' needs throughout the life cycle of the project
• Manages stakeholder expectations by collecting requirements and clearly defining project scope
• Performs research and development of business requirements
• Creates mockups of product outcome to effectively communicate design ideas
• Determines ROI of business planning initiatives to be presented to upper management
• Performs quality assurance testing before bringing the Bloomberg product into production
• Ensures project outcome meets business needs
• Builds and maintains relationships by working with project team members from departments such as sales, networks, telecom, programming, field service and trading systems support
• Effectively multitasks to complete projects in a timely fashion
• Developed a new hire training program, and performs as department trainer for all new hires

Global Technical Support Representative

August 2006 to December 2008

• Simultaneously provided software, hardware, and network support to clients globally via telephone, instant messenger, and email
• Provided support of Bloomberg functions and products using a high level of customer service
• Thoroughly analyzed and investigated all reported issues until an effective resolution was reached
• Worked in an extremely high paced environment and must be able to multi-task to effectively assist clients
• Liaised with internal departments, such as programming, field service, networks, and sales until client issues are resolved
• Effectively communicated technical concepts to technical and non-technical users
• Coordinated and delivered training to internal employees and new hires on GTEC procedures and policies, as an administrator for the BU shadow program
• Managed projects such as network bandwidth upgrades, hardware/software upgrades, and documentation updates

Helpdesk Analyst

January 2004 to August 2006

Helpdesk Analyst
• Assisted in resolving telephone/email inquiries for a 3000+ user organization related to all installed hardware and software supported by IS in a courteous and expedient manner
• Created documentation and provided training to new hires on department policies and procedures
• Analyzed routine inquiries and determined appropriate technical area or vendor to resolve problems
• Alerted the Manager and team members when a major problem was suspected
• Followed up on specific requests to ensure client satisfaction and logged all questions and problems from clients
• Created and deleted user accounts
• Assisted in the testing and implementation of a new ticketing system