Patrick Carini

ACHIEVEMENTS:

• Integral early member of start-up, wealth management business, from inception to significant growth with over $1.2 B funds under management within nine years.
• Developing and implementing several technology innovation projects and AI strategies, which have significantly enhanced operational efficiency and improved accuracy and speed in servicing clients.
• Transitioned hardware and O365 suite to the cloud, ensuring smooth operations during covid and thus enabling staff to work unhindered out of office or O/S.
• Worked with our network providers (Ethan Global) to deliver our DaaS (Desktop as a Service) thus enabling staff to remediate any hardware issues out of office (especially during lockdown), by being able to reset their devices autonomously should the situation become necessary.
• Successfully set up our meeting rooms to run under WebEx and then exploited the proliferation and development of MS-TEAMs to then transition all rooms to MS TEAMS rooms to further enhance our O365 shop and integrate our colleagues and their ability to schedule and run video conferencing in our boardrooms easily and enjoyably.
• Contributed to a reduction in operational costs with our hardware refreshes every three years and printer upgrades every five years, by taking advantage of small business Tax incentives and recycling older hardware and getting good returns from resellers.
• Collaborated with our service providers, in developing our internal analytics solution using the IBM TM1 solution, which streamlined our dependency on physical spreadsheets to a more analytical/data-warehouse approach to our labour-intensive portfolio rebalancing. This enabled staff to save hours of time in preparation, to just minutes with a press of a button and daily upload processes.
• Collaborated with ABBYY to create a document filing and categorisation/classification system that OCR'd scanned content from our MFDs and enabled staff to capture content from dividend/statements etc and then be able to reconcile data based on the output created by the batch process and then file this in our client repository. This saved countless hours especially with a new bursting machine where one staff member had the unenviable job of having to manually open letters and spend lost hours doing so.
• Introduced the Micollab client as an add-in solution to our Mitel telephony system. Prior to this our call groups worked fine in the office but with many staff working from home or overseas, Micollab opened the office and seamlessly integrated those outside of the office and enabled staff to work more effectively and efficiently, as everyone was now connected and could see who was available or in meetings and be able to transfer calls using the company directory. This also enabled the PAs to transfer calls on the move using their mobile softphone. One could also seamlessly transfer their call from handset to PC or mobile soft client without the other party knowing and be more mobile.
• Contributed to a reduction in server operational costs of 30% by introducing archiving on our TM1 servers which freed up valuable and costly RAM over cheaper disk options.
• Kept staff up to date with threat actors and monitored our Mimecast system to ensure that our exposure and risk to potential threats stayed low with training scenarios and constant vigil over the system.

ROLE INCLUDED:

• Sole On-site dedicated first point of call for all Mercury Private IT support issues and escalation point for complex technical issues.
• Maintaining company website.
• Maintained close professional relationship with our off-site partner, Ethan (Global) for all networking and managed services.
• Company Portal testing of approved applications and deployment (MEM/Intune).
• Generated reports to track performance and analyse trends (Disk and memory allocation/utilisation).
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular, including endpoint assets.
• Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
• Conducted regular reviews of existing infrastructure components seeking opportunities for improvements or consolidation where appropriate.
• Worked closely with software vendors to report and resolve any identified issues, ensuring that technology environment remained stable and reliable for all users.
• Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
• Employed remote support tools effectively for efficient troubleshooting of offsite issues.
• Implemented security measures to protect sensitive data and prevent unauthorized access or breaches.
• Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
• Participated in disaster recovery planning efforts, enabling quick restoration of critical services following unforeseen events.
• Used ticketing systems to manage and process support actions and requests.
• Helped in implementing and developing training programs.
• Created user accounts and maintained assigned permissions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Provided exceptional technical support, leading to commendation from company's senior management (CEO).
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Worked effectively in fast-paced environments.
• Self-motivated, organised, and detail-oriented with strong work ethic.
• Developed and implemented preventive maintenance procedures.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge, documenting in detail for future reference.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Contributed ideas during team meetings that led to process improvements and increased efficiencies within department.
• Mentored new team members on company protocols and best practices for delivering exceptional technical support services.

SPECIAL PROJECTS:

• TM1 project in collaboration with Cubewise and Mercury Private. redefining manual intensive processes into a data warehousing solution, where an IBM TM1 solution utilises daily feeds from CRM, to remove the manual intensive process of staff entering in information in spreadsheets, to perform stock/portfolio revaluations for client recommendations. Time and manual errors reduced allowing greater volumes to be processed.
• DaaS (Desktop as a service) to assist staff in being able to self-service when a computer needs to be reset or rebuilt. This step gives staff greater autonomy when hardware plays up in situations where support options are limited.
• Utilising ABBYY flexicapture and inbuilt MFD solutions such as Scanshare to assist staff in OCR'ing and filing documents both hard (scanning paper based) and softcopy (via hot folders). Classification also enables greater efficiency in filing and extracting the relevant data that can then be used for automated reconciliation.
• UiPath in collaboration with Tecala to produce an automation bot to read and download email attachments that would normally take staff time and effort to do manually. This could be done around the clock by a bot and store the attachments and subsequent content in selected client locations for staff to access.

• Configured, deployed, maintained, and supported numerous computer workstations, laptops, and printers within family courts at Sydney and Parramatta. Collaborating with IT Teams in Canberra.
• Improved system efficiency by identifying and resolving technical issues in timely manner.
• Developed and maintained courteous and effective working relationships.

• Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Build, deploy, and setup Virtual Machines for interstate clients as well as newly acquired firms such as Grosvenor Financial Services, on iGel thin clients.
• Interstate hardware refresh for aging printers and implement cost cutting measures (paper cut) 100K savings towards printing costs.
• Suggested use of iPad devices for service support team to efficiently access ITSM (ITIL) tools while between floors attending to problems.
• Planning and execution of Perpetual systems (BCP) at offsite location. Successfully recording incidents and resolving user problems.
• Network patching for phone and workstation ports.
• Ensuring SLA uptime for boardroom facilities: projectors, dial-in videoconferencing facilities, computers, screens, and other multimedia devices.

• Primary point of contact for all IT issues and business related application/process improvements, and maintenance of website/intranet updates.

• Managing client expectations, holding fortnightly meetings to classify and categorise current work tasks against production support issues. Communicated team lead and management information to staff, provided upward feedback to managers. Resource Management through eQ, ensuring staff appraisals and reviews conducted as required.
• Reliable and prompt replies to business areas requesting minor enhancements to their systems via request management system (RMS).
• Improved quality of delivery by reducing number of defects raised during development cycle by having regular peer reviews.

• SunGard Dealing Systems 1995 - 2000
• Dealing Information Systems 1991 - 1995
• Computer Programmer financial systems (wholesale banking). COBOL AND VB6/SQL application support. Numerous awards for quality assurance and product naming.

• Worked in data operations room, and responsible for daily data processing, reporting, and backups at Bank of America.
• Developed in-house applications and reporting using RPGII and COBOL ( for IBM System34/36, and Wang VS mini computers).