eric hoopis

* Responsible for all tasks associated with a senior member of Fidelity’s Techline organization * Provided consultations to Help Desk Technicians and served as an escalation point for technical issues * Ensured service level agreements (SLA) were met and exceeded whenever possible * Managed workflow using the Pace application to ensure incidents were resolved in a timely manner or escalated to the appropriate group * Performed training and demonstrations for new tools as they are introduced to the environment

* Provided cybersecurity services to multiple business units within the Fidelity organization * Contributed to information security and risk management related projects * Served as a cybersecurity liaison to business units by performing access reviews in accordance to company policy * Interacted with all levels of management to resolve access related issues * Maintained access review queues including non-standard access requests * Utilized Sailpoint application to managed review of system accounts used by multiple individuals or by automated systems to ensure each account is valid and is being used by the appropriate parties

* Administered and supported technology environment at multiple locations, providing technical expertise and services * Collaborated with senior management to ensure that all support processes align with operational and business requirements * Researched and recommended new systems and procedures to improve the performance of technology within the organization * Assisted Management by attending meetings and providing updates to the team as needed * Supported technology projects by offering technical expertise to align IT development and administration initiatives to business strategies * Maintained best practices and operational procedures in the use and administration of network resources; ensure the availability of business networks by performing effective problem resolution efforts to support a high-availability