PHILIP PRENDERGAST

2000 Byron Avenue Home: 516-285-5954

Elmont, New York 11003 pp10e5caa@westpost.net Mobile: 646-879-8312
TECHNICAL SUPPORT ANALYST
Technology and solutions provider with record of success optimizing IT and opera
tional performance for customer base. Forward thinking, flexible and resourcefu
l technology analyst, solve a wide range of business problems. Proven Team Leade
r. Customer-focused when integrating new technologies
PROFESSIONAL EXPERIENCE
Deutsche Bank AG, New York 1996- Dec 2009
Support Analyst
* Provided effective and ongoing global, consistent and dependable support to th
e bank client's mission critical money transfer in respect of troubleshooting is
sues for multiple applications. ( totaling 16 products)
* Conducted user acceptance testing for the banks products/applications. Several
updates were also made to various applications prior to implementation.
* Delivered consistent and up to date training sessions regarding bank applicati
ons.
* Set-up regular and ad-hoc DBR Testing for the applications. Clients were able
to reduce outages. Supported clients through application /software or internal c
ontrol upgrades.
* Resolved client issues in a timely basis and consistent with the bank guidelin
es. Client satisfaction was significantly improved.
* Generated regular updates for management and impacted groups on issues which m
ight impact client relationships. Increased productivity and customer satisfacti
on was achieved.
* Partnered with CSO officers (Customer Service Officers), IT support staff and
local sales and marketing groups to oversee application installations, troublesh
ooting, diagnosis, problem escalation and issue resolution at customer sites.
* Worked closely with Account Teams and customers regarding worldwide product in
troductions, integration and training.
* Provided escalation support manage timely resolution of outages, minimizing cu
stomer downtime, and improving customer satisfaction resulting in less downtime.
* Utilized Remedy application to track and resolve problem tickets.
* Participated in global UAT testing.
KEY PROJECTS:
Conversion of Static Data - from mainframe to PC front-end application
* Lead support in the coordination and implementation of the Bank Letter of Cred
it Product to new front-end application.
* Implemented and conducted user acceptance testing for the LC application for t
he front-end and mainframe application.
* Trained bank's existing clients and provided the ongoing technical support.
* Delivered client marketing presentation for this new product.
Updating Financial Data Project -
* Managed a group of four personnel that was responsible for inputting of the st
atic data for Money Transfer clients of the banks.
* Updated 25,000 input records of customer financial data and monetary limits.

Updating Financial Data Project (Continued) -

* Coordinated with the internal groups and provided feedback to CSO for inconsis
tencies with the forms. Inconsistencies were reduced drastically.
* Resolved issues and provided management with reports of the issues and inconsi
stencies and recommendation to improve efficiencies.
Electronic Bill Payment Application -
* Implemented electronic bill payment application to bank clients along with new
supporting models.
* Performed the client setup - captured static data and trained the external cli
ents.
* Converted the bank's front end money transfers from client application to the
web based application.
* Instrumental in the project application that captures rejected payments and mo
difies them for subsequent release.
PRIOR POSITIONS:
Assistant Manager - Bank of Nova Scotia
EDUCATION / PROFESSIONAL TRAINING / SKILLS
Master of Science - Accounting
Bachelor of Science - Management Studies
Ongoing Bank Internal Programs
Software:
MS Office: Word, Excel, PowerPoint
Platforms:
Windows 7 ,NT/XP/2000/Vista