profile

Mark Clack

Skills

Management

Experience

UK Head of eHelp

UBS

July 2011 - October 2011

The eHelp team is a global team that provides a professional front-to-back support service to our Foreign Exchange, Fixed Income and Equities clients across our entire award winning eCommerce platforms. Working in the eCommerce customer support center, heading and leading the London support group, answering business questions regarding UBS' eCommerce applications, monitoring system infrastructures and coordinating with UBS' production support teams.

Project Manager: DTP

UBS

March 2011 - July 2011

Line of Business Project Manager for Desktop Transformation Program in addition to existing duties (secondment)

End User Support Manager

UBS

January 2010 - July 2011

• Leader of 2 Team Leaders, managing total 16 employees, supporting user base of approx. 6000 users, covering all Line Of Businesses - Global AM, IB, Corp Centre and Wealth Management. • Problem trend analysis - identifying trends and alerting L1 to issue and driving, coordinating solution • Responsible for defining and delivery of End User Support technical training for Microsoft Lync (approx 300 staff) • Creation of end user documentation and Internal training Vendor Relationship Management • SOX/MORCS certification for EUS UK including - identifying and managing operational risk • Employee development planning & performance reviews: Segmentation, compensation, performance management and coaching. • Client Relationship Management - Service Review meetings with key business contacts & stakeholders • Investment Planning and self-service efficiency initiatives - leveraging BrightIdeas solution

Onsite Support Team Lead

UBS Corporate Centre for UBS Investment Bank & Global Asset Management

March 2007 - December 2009

Technical Support Analyst

Perot Systems c/o UBS Global Asset Management

May 2005 - March 2007

Application & Desktop Support Voice/Telephony Administration Patching Process Analysis & Improvement

Technical Support Analyst

Perot Systems c/o UBS Wealth Management UK

May 2003 - May 2005

Application & Desktop Support

Helpdesk/Network Executive

Mosiac UK Ltd

August 2002 - April 2003

Helpdesk/Network Administration

Close Premium Finance

December 2001 - May 2002

Contract Position

Project Manager

Stanley Leisure PLC

June 2001 - November 2001

Support Analyst

Brightstation PLC

April 2001 - May 2001

Network/Desktop Support Administration

Close Premium Finance

May 1999 - April 2001

Workplace personality

100+

Company Size

12

Day Length

25+

Team Size

Loud

Noise Level

Formal

Dress Code

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