Support Project
Resume:
RAYMOND
WILLIAMS I T DATA ANALYST / MANAGEMENT PROFESSIONAL
PROFILE - A creative and ambitious Services and Support Management Professional with 10+ years of experience applying people, process, problem-solving, and technical skills to improve individual, team and organizational performance. A collector of broad expertise in service development, process based support efficiency, and services analysis. Known by peers and staff as a compassionate leader, that mentors with purpose and understands that results are not driven within a vacuum. Rather, they are harvested within dynamic and self-driven teams.
LOCATION:
Arlington - TX
PHONE:
Mobile
EMAIL:
RayWillWork718@Gmail.
com
EDUCATION - C amden County College / 2009 - A.S / Small Business Management WORK EXPERIENCE
Product Support Tech/Analyst - Cardinal Tracking Inc DESCRIPTION: This position includes daily software support of our customers via phone, email. Including issue like product updates, server maintenance, transferring software line to multiple, troubleshooting hardware, and customizing reports. Other task associated with the position include conducting web-based and onsite training, testing and documentation, creating product line guides and walkthroughs, and assisting with a variety of tasks and responsibilities within the various departments. ( 1/2017 - Current) Fraud Analyst II - Adecco/Bank of America
DESCRIPTION: Work to protect Bank of America and their customers from fraud. Responsible for conducting research and analysis of account activity to assess levels of risk and detect fraudulent activity. We utilized strategic tools, resources and procedures to diligently evaluate accounts and customer situations that may require unique treatment and a specialized approach. The position involves making complete inbound and outbound calls and taking appropriate action based on specific transaction characteristics. ( 9/2016 - 1/2017) Contract IT Data Analyst - DATASCAN
DESCRIPTION: I T Support position working closely with the development team and our internal and external customers. Large files of data will be managed within Excel Spreadsheets. After formatting the data, the excel file will be uploaded into a website. There will be validation and documentation to complete and then communicate any records that weren’t usable based on set criteria. Provide recommendations for customers to enhance the future data migration experience. Complete tasks, maintenance accounts, and provide a good customer experience. ( 3/2016 - 7/2016) Contract 2
Product Coordinator/Project Manager SME - VENTURE SOLUTIONS DESCRIPTION: I T Support position - C ompile project status reports, coordinates project schedules, manage project meetings, and identify and resolve technical problems (Internal & External). Identify and analyze system requirements and define project scope, requirements, and deliverables. Coordinate project activities and ensure all project phases are documented appropriately. Daily account maintenance, Create reports and analytics for communication with leadership and other functional groups. ( 9/2015 - 2/2016) Contract
Client Tech Analyst - ADP/CDK GLOBAL
DESCRIPTION: H elp Desk Analyst, Front-line Technical Systems Support for clients, providing computer hardware and systems support for automobile dealerships across the U.S. and Canada. Work with systems like Linux, UNIX, DRIVE, Windows OS, SQL, and various hardware peripherals. To resolve Client technical inquiries via calls, web chats and e-help cases in a timely manner. Work with other departments within CDK and tier 2 supports as necessary to resolve issues. Thoroughly and accurately document each Client inquiry and resolution utilizing the tools provided. Attend training courses as required and stay current with industry developments. Establish a course of action to guide the Client to resolution of inquiry, understanding process and escalation methods. Share learned knowledge internally with in associate groups and externally with our client base. ( 8/2014 - 8/2015) Team Lead (Call Center Supervisor) - CO-OP MEMBER CENTER DESCRIPTION: M anage daily operations and interaction with call center agents. M onitor, coach and provide feedback on agent performance to support their development on all customer contacts. Complete goal setting and performance reviews for each individual on team; maintain administrative records. Develop, document, and review action plans with agents for maintaining and improving performance. Document and deliver corrective action, when necessary, in a timely manner. Support the call center by responding to inquiries and questions, escalated issues, and technology issues. Provide ongoing technical and soft skills training to enhance associates’ skills (in coordination with training). Manage ACD queue monitoring tools. Organize and assign workloads to ensure inbound calls are handled within the appropriate service levels. Identify areas of process improvement and recommend solutions. ( 1/2014 - 7/2014) Contract
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PLD SureStart Mortgage Rep / Credit Fraud Rep - CitiGroup DESCRIPTION: C onsult with clients about current pre-approval for their home loan, Update client status in SalesForce.com, follow and create new leads, Note and document any changes to loan status in loan origination program, Check Rates, Build relationships with Realtor Agents, Home Loan Officers, and Clients. Create custom reports to manage H.L.O pipelines in SalesForce.com. Also update policy and procedure to match compliance guidelines. As a Credit Fraud Rep I monitored credit apps, Review customer spending patterns, Conduct credit fraud related investigations, and work in a high volume call center environment. ( 2/2011 - 2/2014)
TECHNICAL SKILLS
● MS Office Package: MS Word, Excel, Outlook, Powerpoint
● Database Operations: MS Office Access
● Programming: SQL
● Custom Software: DRIVE, Venture Access
● Project Tracking: SalesForce, JIRA
MANAGEMENT SKILLS
● Team Size: 5-25
● Workforce management/Adherence.
● Interviewing and terminations.
● Training/Coaching: In class, in production, on job.
● Goal setting and Plan development.
● Motivating
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MY GOALS
1. Obtain a challenging position that will allow me to apply my previous work experience and knowledge in different areas.
2. To continue having the ability to provide for my family and take care of not only their needs but wants as well.
3. Fill a strategic position in a world-class company by contributing to its business objectives while strengthening said company’s image and driving its overall mission.
Success will not lower its standard to us. We must raise our standard to success.
- R ev. Randall R. McBride, Jr.
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