richard_howe - resume

Richard J. Howe

5 Pennwood Drive, Morgantown, PA 19543Phone: 610-621-5790   Alt: 610-517-3861   Email: rrhowe@gmail.com

Summary of Qualifications 

I am a hardworking and dedicated IT professional with strong client support skills. Usingextensive problem solving, time management, attention to detail, and analytical skillsallows me to locate the root causes and the business/client impacts of Productionenvironment issues. I can communicate clearly, enjoy working with other people and amviewed as a leader in my group.

I am excellent at managing and completing a large workload with constant changingpriorities and time constraints. I am independent and able to deal with ambiguity and rapidchange but can also work effectively in a team environment. I am able to mentor, lead,and motivate others and identify and implement process improvement opportunities.

Experience 

IT Production Support - Project Administrator

Key Functions/Responsibilities

Tier III TechnicalSupport: Provides experienced technical support for Vanguard's systemapplications and Website by triaging, documenting, and prioritizing all issues reported byVanguard's 13k internal business users and six million external clients. Assumes ownershipof elevated issues and performs troubleshooting, analysis, research and resolution using asystematic approach to problems. Determines priority and works with Vanguard's ITdevelopers to locate root cause and code a resolution. Support provided through elevationto Vanguard's Production environment.

Proactive Monitoring/Trend Analysis/Process Improvement: Identifies defects before theyare widely reported by users and tracks trends. Provides recommendations to IT for defectresolution and future system enhancements. Creates, enhances and implements internalprocedures.

Liaison/Communication: Manages communication between Business/Client users andVanguard's IT team in common, understandable terms. Provides large-scale communicationto internal business units/clients with state of service availability, continuity, and"workarounds" as needed.

Mentoring/ Leadership: Provides direction and guidance to other Production Supportanalysts and IT team members. Acts as an escalation point for other associates, ITmanagers, and business managers. Facilitates the resolution of high profile issues.

Client Acceptance Test Lead (CAT)

Developed and executed Test Plans, Test cases, Test Procedures and Test Scripts usingrequirements and design documents. Testing included functional and business testing ofcritical Vanguard.com web functionality as well as Vanguard's internal trading application.Documented test region defects and communicated to key stakeholders.

3/2005 - Present The Vanguard Group, Inc., Malvern, PA

10/2003 - 6/2005 The Vanguard Group, Inc., Malvern, PA

1/2000 - 10/2003 Vanguard Group, Inc., Malvern, PA

Customer Service - Equity Trader

Performed order entry and monitored execution for Vanguard High Net Worth client andInstitutional accounts. Exhibited quality customer service keeping clients abreast of ordersthat required high touch expertise from the trading desk.

Garden Shop Manager

Managed a department at a local retail garden center/nursery including 30+ staff.

Education 

Bachelor of Arts Psychology

Bachelor of Arts Advertising

1/2000 - 10/2003 Vanguard Group, Inc., Malvern, PA

3/1994 - 1/2000 Waterloo Gardens, Inc., Devon, PA

1993 The Pennsylvania State University, State College, PA

1993 The Pennsylvania State University, State College, PA