Megan C.

O’Donnell
23-45 Bell Boulevard, Bayside, NY 11360
(631)-427-4620 mod7248@yahoo.com

SUMMARY OF QUALIFICATIONS:
Senior Support Analyst who built collaborative relationships across the company, country and
internationally. Highly effective working in a fast-paced, deadline driven environment. Recognized for
commitment to quality and innovative business process improvements with a proven track record of
delivering exceptional service with attention to detail and follow-through. An effective communicator and
team player with demonstrated analytical, problem-solving and decision-making skills. Recipient of the
“Employee of the Year” award in both 2003 and 2008. Core Strengths include:

 Project and team leadership skills  Effective communication/inter-personal skills

 Solution oriented service skills  Sound organizational and planning skills

EXPERIENCE
GOLDENSOURCE CORPORATION, New York, NY 2000 to 2010
Senior Support Analyst
Function as a Senior Support Analyst, involved in cutting edge technology for a software company that
provides an integrated enterprise data management (EDM) platform for the securities and investment
management industry. Recognized for ability to anticipate problems and ensure appropriate and timely
solutions.

 Managed clients such as: RBC Capital Markets, Allstate Investments, State Street Global
Advisors, Credit Suisse, HSBC and Deutsche Bank. Led weekly meetings to establish target
delivery dates, meet client expectations and scheduled deadlines, with special focus on escalation
and resolution paths. Anticipated problems and took appropriate preventative actions, resulting in
continued maintenance worth over $2M, as well as additional revenue opportunities.

 Co-authored standard operating procedures manual, to identify process deficiencies and

maximize staff efficiency and productivity within the Global Support organization.

 Administered Client Relationship Management Software (Customer Wise by Tech Excel),

used globally throughout the organization. Utilizing the software monitored team
workload, performance metrics and critical problem trends in order to streamline processes and
correct inefficiencies.

 Acted as Project Lead for all changes, upgrades and updates to the Customer Wise
software and user documentation. Issued licenses, set account privileges, established internal
process flow, as well as escalation and notification procedures. Acted as conduit for escalation of
critical issues.

 Created all internal and customer instruction manuals improving the speed and ease of
users to navigate within the Customer Wise system.

 Established intellectual property right agreements with both North American and European
escrow agents. Coordinated with the escrow agents, legal and version control teams, as well as our
client base. Established appropriate account structure and billing requirements that maximized
efficiency and protection for both the company and our clients. Created detailed escrow process
documentation outlining step by step procedures and contact details.

 Took the initiative to test our company’s home grown applications. By analyzing user's
interaction with the system, I anticipated, identified, evaluated, and monitored all bugs ensuring that
all issues were dealt with on a timely basis. This pro-active approach saved the company time and
money, by eliminating the need to hire additional resources or outsource this function.
Megan C. O’Donnell Page 2

JEFFRIES & COMPANY, INC., Jersey City, NJ 1999 to 2000

Business Analyst/New Development
Performed as a Business Analyst for an institutional brokerage firm that focused on trading in equity,
yield, convertible and international securities, and an investment bank providing capital raising, research,
mergers and acquisitions, and restructuring services for middle market companies.

 Collaborated with lead analysts to establish and present business specifications to be carried out
by systems and programming staff.

 Observed New Accounts department to provide direction on streamlining current workflow

procedures, while generating documentation to serve as an instruction for day to day operations.

 Conducted testing; led weekly conference calls with vendor to present critical issues, discuss
action plans and designate target dates; constructed documentation describing specific product
features, communication and systems information, as well as pertinent processing scenarios.

THOMSON SECURITIES /MULLER DATA CORPORATION, New York, NY 1995 to 1999

Manager/Muller Data Client Services
Managed a support staff of eight and maintained service standards for institutional clients subscribing to
securities pricing and indicative data, such as: JP Morgan, Goldman Sachs and Merrill Lynch.

 Interviewed and trained employees on internal systems, department policies and procedures.
Conducted annual reviews, counseled employees on performance and submitted formal training
recommendations for employee development. Created Standard Operating Procedures manual
for Support group outlining all pertinent job functions for day to day operations.

 Analyzed statistical reports monitoring resolution of client inquiries and product delivery
performance, to introduce and significantly improve resolution times.

 Assigned modem configurations, login IDs, and file processing commands. Worked closely with
programming staff to facilitate special product and delivery requests. Participated in the
conversion of 251 clients from a legacy system onto a SUN Solaris platform to include client
notification and product reconciliation. Worked in conjunction with programming and Operations
staff.

 Participated in the analysis of the Muller Data product formats for Y2K compliance.

 Supported Sales initiative by evaluating and facilitating data and communication requirements for
prospective clients. Served as primary contact for prospects during their testing phase. Ensured
seamless transition from prospect to active client status.

EDUCATION
New York Institute of Technology, Bachelor of Science
Major: Marketing, Minor: Business Administration

New York University Continuing Education

Certificate in Networking Technologies.

COMPUTER SKILLS
Proficient in Microsoft Word, Excel, Power Point (97, 2000, XP, 2003 and 2007), Joomla (1.5), Customer
Wise (5.5.4, 6.5 and 8.2.).