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Technical Support Customer Service

Charlotte, North Carolina, United States
January 30, 2018

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Charlotte, NC *****

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Dwayne G. Mason

Summary of qualifications

Outstanding, creative, analytical, problem solver. Skilled technical/business writer. Knowledgeable in computer software, hardware, and networking. Experienced in analysis, project management, and testing. Capable of thoroughly understanding complex systems and processes quickly.

Professional experience

2016 – 2017 Wells Fargo Charlotte, NC

Senior Technical Services Officer

Provide technical support for complex treasury products and escalations including Virtual Lockbox, Image File Import, Cash Flow Analysis, and CEO Mobile apps. Receive escalated issues from first-level technicians, bankers, client services, and other internal partners. Maintain problem ownership through final resolution communication and root cause analysis.

Support electronic payment products: Wire Transfer, and ACH Payments, including NACHA and custom import file creation and troubleshooting.

Act as a liaison between customer and internal parties for complex issues (customer service officer, relationship manager, sales officer, product support, and application technology development groups) to coordinate satisfactory technical issue resolution.

Process hardware warranty replacement requests for Desktop Deposit check scanners.

Author technical documentation for use by internal team members and collaborate on content and structure of InfoPath case tracking tool.

2013 – 2016 Wells Fargo Charlotte, NC

Technical Services Officer

Provide intermediate to advanced level of technical support for treasury management products and functionality, including but not limited to network connectivity, internet browser troubleshooting/display issues, transactional inconsistencies, and associated hardware support.

Complete accurate and detailed technical documentation of problems encountered with solutions used to provide resolution.

Compiled a comprehensive database of error codes for all major supported products working directly with product managers to obtain the most current error codes, conditions, and messages.

Awarded several Top Performer awards for superlative metrics including calls resolved, available time, and customer satisfaction scores.

2009 – 2010 Wells Fargo Charlotte, NC

Business Analyst

Manage Online Enrollment, Negative Enrollment, and Auto Deferral features for over 400 corporate 401(k) plans using WyStar record-keeping system, and Nowtrac(k) online plan configuration tools. Subject matter expert (SME) for both daily operations and information technology projects. Assist Account Managers with these features. Track changes to federal regulations governing administration of defined contribution retirement plans. Identify and prioritize system problems and opportunities, and propose solutions.

Compile, format, and transmit enrollment kit fulfillment requests to clients. Ensure timely delivery of enrollment and deferral change reports to all clients.

Support, as a key player from the business unit prospective, up to ten or more projects at any given time through software development life cycle (SDLC), always on tight deadlines. These included break-fix projects, enhancement projects, and integration projects. My support for these projects included:

Writing and submitting change control requests; Monitoring and obtaining updates on current and stalled change controls;

Collaborating directly with Project Managers to write business requirements (BRD) and functional and technical requirements. Participating in conference calls with numerous local and remote stakeholders including management;

Working closely with a team of on and off-site developers to refine understanding of fine details of current and desired business processes and capabilities;

Monitoring progress of development, reviewing test scripts for accuracy and providing frequent feedback and; Attending implementation meetings. Working closely with all stakeholders: upper management, Project Managers, Account Managers, programmers, clients, and team members.

Attending quarterly implementation weekends, including implementation status conference calls. Perform extensive functional and regression testing. Performing ongoing post-implementation testing.

Signing off on BRD, UAT Testing, and Implementation phases of each of these projects.

Identified the need for, and developed a spreadsheet to be used by Account Managers to manually input enrollment kit requests quickly and use a macro button to output the results to a comma delimited text file suitable for direct importation to Unix systems, to be transmitted to clients.

2008 2009 NCO Group, Inc. Charlotte, NC

Apple Technical Support Agent for iPhone

Provide technical support to Apple iPhone customers with troubleshooting, applications, configuration, SMTP and POP email, text messaging, and synchronizing content. Assist with cellular connectivity on 3G, EDGE, and other networks, as well as Wi-Fi and home internet connections. Process return and repair requests. Thoroughly document calls.

Performed all assigned duties using an Apple iMac with Mac OS X 10.5 Leopard.

2004 2005 Myers Park Presbyterian Church Charlotte, NC

Administrative Assistant for Music and Worship

Produce worship bulletins for three weekly worship services in three thousand member church. Compile all necessary information from ministers, music directors, liturgical sources, and scripture. Professionally layout and edit all text and graphics.

Organize and maintain a large library of choral, handbell, instrumental, and children's music. Created a Microsoft Access database to document and organize music collection by theme, title, scriptural reference, composer, style, vocal parts and instrumentation, etc.

1998 2003 Wachovia Corporation (formerly First Union National Bank) Charlotte, NC

Information Coordinator and Remedy Coordinator 2002-2003

Coordinate support projects and training for Wachovia’s internal help desk, approximately 120 support analysts and 20 manager and administrative personnel. Serve as liaison between leadership and internal partners. Develop and communicate departmental policies and procedures.

Liaison and department lead for Remedy problem management tool and transition to Peregrine. Active participant in User Acceptance Testing for both. Support users of these tools and maintain user accounts for the department.

Played a key role in integration of First Union and Legacy Wachovia help desks.

Senior Technical Help Desk Analyst 2000-2002

Provide expert mentoring, coaching, and assistance for analysts in hardware and software troubleshooting and problem resolution. Work with Team Manager to evaluate analysts’ skills and performance for training and coaching opportunities.

Act as business unit contact and subject matter expert (SME) to assist Project Team with new and ongoing support projects, particularly roll out and implementation of Lotus Notes 6, Windows 2000, ServiceWare KnowledgeBase, and proprietary VPN software. Produce technical documentation for knowledge base.

Technical Help Desk Analyst (Global/2nd shift) 1998-2000

Provide frontline technical support to corporate employees at all levels for PC, hardware, mainframe, networking and application problems or questions. Take ownership of issues to ensure complete resolution. Thoroughly document calls. Direct and transfer callers to other support areas for further assistance as required.

Create, update, and monitor dispatch tickets for hardware repairs and replacement, and computer reimaging.

Consistently ranked in the top 20% of support analysts in Call Resolution, Number of Calls Handled, Number of Tickets Resolved, and Fewest Open Tickets Aged over 30 Days.

1995 1997 Black & Decker Fort Mill, SC

Inventory Reconciliation Specialist

Accountable for the accuracy of approximately $150 million of Inventory in an 800,000 square foot facility.

Identify problems in procedure and software that cause inventory inaccuracies, suggest solutions; write procedures for Inventory Control and Receiving Department operations.

Created a Microsoft Access Database to automatically import inventory reports from mainframe by macro. Created many reports and spreadsheets from that database to identify biggest variances by $, biggest variances by units, new variances, and variances by business unit.

Other experience

2001 2015 Unity Center for Spiritual Living Charlotte, NC

Music Director

Provide music leadership and keyboard accompaniment for worship and special services.

1998 2006 New Life Metropolitan Community Church Charlotte, NC

Music Director

(Detailed resume of music experience available separately)


2003 and 2004 Completed Charlotte Observer Run for Peace Marathon


1986 1989 University of North Carolina at Charlotte

Liberal Arts and Music

1982 - 1985 Garinger High School Charlotte, NC

National Honor Society. 3.8 GPA.

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