Customer Service Help Desk Support

Customer Service Senior Technical Support

Qualifications Profile

Detail-oriented, performance-focused, and multifaceted professional, offering extensive experience in providing excellent technical and help desk support and customer service within the banking industry. Equipped with strategic planning skills in directing business and IT initiatives to ensure client satisfaction and meet company expectations. Adept at executing, integrating, and maintaining various tools and applications in implementing technology-centered solutions. Skilled at collaborating with high-caliber teams while driving continuous improvement and productivity.

Areas of Expertise

Business Analysis

Project Planning and Oversight

Software Applications and Development

Customer Retention

Web Development

Inventory Management

Operational Productivity

Document Control Quality Audits

Payroll Monitoring

Database Management and Conversion

Professional Experience

Datalliance Corporation Blue Ash, Oh

Customer Care Analyst Feb 2017–Present

Deliver first-rate client support for supplier and distributor inventory supply and distribution management which involves facilitating phone calls, handling emails, and conducting WebEx trainings.

Utilize the internal company program vendor managed inventory (VMI) to increase sales, improve supply chain efficiency, and reduce errors.

Provide a streamlined approach to inventory management and order fulfillment that improves the collaboration between suppliers and distributors.

Employ application support experience which includes the following:

-Issue and request ticket management in Salesforce Release 17;

-SQL in Benthic Software Golden 6;

-Microsoft Office 365 such as (Excel, Word, Power Point, Outlook);

-File Transfer Management in CuteFTP 9;

-Data File Conversion and Management in Ultra Edit 64-bit, Ver. 23;

-Web-Based Screen Share and Presentation in WebEx; and

-VPN Client in Check Point.

Yoh Services Incorporated (Contractor) – Duke Energy Cincinnati, Oh

Technical Document Controls Specialist Sep 2015–Feb 2017

Served in a primary technical support role, with the configuration management PM&C document control group at Duke Energy.

Carried out day-to-day tasks which included hardware and software computer support, required user PC configurations, network interfaces, application security permissions, SharePoint site setup and maintenance, and document control quality audits.

Employed technical skills such as the following in performing IT initiatives:

-SharePoint 2010 for the development and management of sites, security groups, site templates, navigation, and alerts, workflows, document and picture libraries, list and library views and settings, as well as user and permission management through Active Directories;

-Adobe Reader DC for the review of client documents involving marked errors and displayed corrections through the Adobe redline method;

-Document Storage Database, Fusion for final document security storage which involved client document corrections to meet required Duke Energy document provisions; and

-Active Directory for user profile setup and security level of access to the primary CollECT SharePoint application.

Bank of America Charlotte, NC (1999–2015)

Senior Technical Analyst and Generalist, Application Service Desk Nov 2005–Jun 2015

Fulfilled responsibility in delivering first-level support with the application service desk.

Functioned as team lead, responsible for implementing changes in ASD SharePoint 2010 site, Knowledgebase, and team website content and presentation.

Acquired and utilized application support experience including:

-Helpdesk support call system in Avaya;

-Helpdesk ticket management system in Maximo;

-Author to Document Knowledgebase System in Knowledge Centered Service (KCS);

-Application Onboarding Project Leader;

-Helpdesk Newsletter Preparation and Presentation;

-Helpdesk Website Committee;

-Helpdesk Application Trainer; and

-Advanced Commercial Banking System (ACBS) in SQL Reporting.

Earlier Positions Held:

Technical Analyst and Generalist, Consumer Real Estate Technology

Senior Technical Analyst, Wholesale Credit Technology

Senior Analyst Help Desk, Underwriting and Monitoring Application Help Desk

Earlier Career

Telespectrum Inc., Salisbury, NC

Programmer, Data Center

City of Massillon Massillon, OH

Data Center Chief, Data Center

Education

Associate of Applied Business in Computer Technology

Stark State College of Technology Canton, OH

Professional Development

SharePoint 2010 Dreamweaver MX 2004 Microsoft Office

JavaScript ASP/VB Script PL/SQL MS SQL Server

Certificate of Completion, WCI SSP 3.0 Delta Training

Certificate of Completion, CPS Risk System Training

Certificate in Introduction to PowerBuilder 5.10

Activities

Media and Camera Management for Church Sermon and Music Presentations, Lakeside Christian Church

Fundraising Volunteer/Participant, Bank of America Walk to Cure Diabetes

Volunteer, Habitat for Humanity, Bank of America

Board of Trustee Member, Westark Family Services, Massillon, OH

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