AM Boehm - IT Trainer bei Banking & Finance

Senior EB Officer at Citibank, Dublin

Nationality

German

Work category

Banking Insurance and Financial Services

Education

Bachelor/Degree

AM Boehm's Professional Experience

2007 - Present

Citibank, Dublin - Senior EB Officer

Responsible for devising and delivering comprehensive training covering a wide range of technical systems to staff at all levels within the organisation. This includes delivering a 4 week programme of induction training to all new staff, as well as providing more in-depth training for new applications and systems as they are introduced. The role also involves providing ongoing support for managers, including providing escalation and approval support.

Key responsibilities:
Providing technical support to the Top 10 Corporate Electronic Banking Clients
Handling all aspects of the implementation of a range of products and services
Creation and update of key training materials for EMEA Staff
Completion of Assessments for Citi Electronic Banking Staff
Delivery of classroom based training to a wide cross-section of employees
Providing additional or specialist training via Live-Meeting and telephone
Certification of Staff via assessments and monitoring
Organisation of system access and training of new staff on all technical systems
Delivery of annual Training (Up-skilling) Plan for existing staff and induction training for all new Staff
Acting as a Team leader when other Team leaders are absent
Training of Key clients on new Systems after implementation ( Face to Face or remote )

Key Projects undertaken for Citibank
Implementation of new CRM Software PRPC (closed in 12/09)
Reorganization of Customers Helpdesk (closed in 12/09)
Reorganization and standardization of global Training (closed in 12/09)
Creation of Troubleshooting Database for global use (ongoing till 12/10)
Creation of Training material for Citi´s new Global Banking software Citidirect BE (2010)
Training all existing EMEA Staff on CitiDirect BE (2010)

Key Skills
Acting Banking CRM EMEA team leader Technical Support
2007 - 2011

Citibank, Dublin - Senior EB Officer

Responsible for devising and delivering comprehensive training covering a wide range of technical systems to staff at all levels within the organisation. This includes delivering a 4 week programme of induction training to all new staff, as well as providing more in-depth training for new applications and systems as they are introduced. The role also involves providing ongoing support for managers, including providing escalation and approval support.

Key responsibilities:
Providing technical support to the Top 10 Corporate Electronic Banking Clients
Handling all aspects of the implementation of a range of products and services
Creation and update of key training materials for EMEA Staff
Completion of Assessments for Citi Electronic Banking Staff
Delivery of classroom based training to a wide cross-section of employees
Providing additional or specialist training via Live-Meeting and telephone
Certification of Staff via assessments and monitoring
Organisation of system access and training of new staff on all technical systems
Delivery of annual Training (Up-skilling) Plan for existing staff and induction training for all new Staff
Acting as a Team leader when other Team leaders are absent
Training of Key clients on new Systems after implementation ( Face to Face or remote )

Key Projects undertaken for Citibank
Implementation of new CRM Software PRPC (closed in 12/09)
Reorganization of Customers Helpdesk (closed in 12/09)
Reorganization and standardization of global Training (closed in 12/09)
Creation of Troubleshooting Database for global use (ongoing till 12/10)
Creation of Training material for Citi´s new Global Banking software Citidirect BE (2010)
Training all existing EMEA Staff on CitiDirect BE (2010)

Key Skills
Acting Banking CRM EMEA team leader Technical Support
2007 - 2007

Accenture, Dublin - Lead Technologist & Liaison Agent

Acted as Technical Project Lead for the Transfer of the Helpdesk from Frankfurt to Dublin; assisting clients JLL to outsource their support department to Accenture with involvement at all stages of the project from inception to completion. Also undertook the role of liaison agent for leading clients Jones, Lang, LaSalle. The role involved extensive liaison with JLL Desk side Teams in Germany, other Accenture Departments in UK and India and JLL Software developers in the USA.

Key responsibilities:
Created all Database Articles for the Solution and Process Database and all Training material for existing Agents and new-starters
Provided second and third level technical support for all JLL users
Monitored all open Tickets in all Queues in Siebel in relation to SLA and Response Times, reporting back to senior managers
Implementation and distribution of user training material
Installation and configuration of new software and hardware
Acting as a point of contact for the JLL Office Supervisors in Frankfurt, Munich, Hamburg, Berlin and several smaller locations

Key Skills
Acting SLA Technical Support
2007 - 2007

Accenture, Dublin - Lead Technologist & Liaison Agent

Acted as Technical Project Lead for the Transfer of the Helpdesk from Frankfurt to Dublin; assisting clients JLL to outsource their support department to Accenture with involvement at all stages of the project from inception to completion. Also undertook the role of liaison agent for leading clients Jones, Lang, LaSalle. The role involved extensive liaison with JLL Desk side Teams in Germany, other Accenture Departments in UK and India and JLL Software developers in the USA.

Key responsibilities:
Created all Database Articles for the Solution and Process Database and all Training material for existing Agents and new-starters
Provided second and third level technical support for all JLL users
Monitored all open Tickets in all Queues in Siebel in relation to SLA and Response Times, reporting back to senior managers
Implementation and distribution of user training material
Installation and configuration of new software and hardware
Acting as a point of contact for the JLL Office Supervisors in Frankfurt, Munich, Hamburg, Berlin and several smaller locations

Key Skills
Acting SLA Technical Support

AM Boehm's Education and Qualifications

1987

Bachelor/Degree - ,

Elementary School Bremerhaven

Bachelor/Degree - ,

Vocational Business College Cuxhaven

Bachelor/Degree - ,

Vocational Business School Cuxhaven

Bachelor/Degree - ,

High School Cuxhaven

Bachelor/Degree - ,

Vocational Business School Cuxhaven

Bachelor/Degree - ,

High School Cuxhaven

Bachelor/Degree - ,

Vocational Business College Cuxhaven

Bachelor/Degree - ,

Elementary School Bremerhaven

AM Boehm's Additional Information

Interests

Irland, IT, Filming, writing