Customer Service Management, Project Management, Problem Management
Resume:
THOMAS J. GOMEZ
*** ****** ****** *******, **** *1575
**********@*****.***
BACKGROUND SUMMARY
Extensive experience in information technology and help desk work environments as a supervisor and proven leader within team environments. Delivers excellent customer service and uses sound decision-making skills on a daily basis while seeking continuous process improvements.
WORK EXPERIENCE
TS Bank – Treynor State Bank, Treynor, Iowa (2010 – 2017)
Systems Administrator August 2013 – November 2017
Coordinated software version updates and documentation to insure core data processing system continues to evolve to meet future goals of the bank. Reviewed all vendor releases of the core processing software and made recommendations for applicability to current user needs, system compatibility and implementation priority.
Served as lead liaison between vendors, management and current users for over 30 software applications, including security access to all bank locations
Electronic Data Processing Systems Specialist July 2010 – August 2013
Provided technical and analytical support for major Conversion issues and daily maintenance needs, and project support for all departments, branches and management initiatives pertaining to all aspects of the bank’s core processing.
Participated in the development of new core processing features and products, installation and testing of new initiatives and training end users on proper usage
Assessed requests for reports and information to determine most expedient and accurate method of production and design, developed format for providing the requested information
Troubleshoot problems, researched the extent of problem and developed a course of corrective action, coordinated with users and vendors to achieve desired resolution
West Corporation, Omaha, Nebraska (2007 – 2010)
Maintenance Service Manager June 2009 – July 2010
Focal point of contact for maintenance telecommunication outages for over 800 AT&T customers with yearly revenues from 300 thousand to 1 million, providing continual updates including escalations to upper management to insure rapid response and closure for clients.
Subject Matter Expert for maintenance issues and coordinated with various AT&T Maintenance Center partners on escalating the client issues and documenting all correspondence thru resolution
Provided ongoing updates in a timely fashion to all levels of management within AT&T including Sales Executives and main customer contacts and adhered to documented service level processes
Coordinated the work of high volume of issues by prioritizing various client workloads
Customer Service Manager October 2007 – June 2009
Responsible for providing post sales support while placing a high priority on providing quality customer service to more than 130 assigned clients. Ensured customer satisfaction and provided updates pertaining to ordering, maintenance and billing issues based on an established schedule.
Received calls from assigned customer base and tracked all issues until resolved Monthly Service Action Plans
Ensured account team is apprised of issues affecting current or prospective services
Provided project management support which includes verifying order design in partnership with account sales team and customer
Coordinated well-documented maintenance issues and provided reason for outage and root cause analysis documentation
American National Bank, Omaha, Nebraska February 2001 – December 2003
Online Banking Administrator/Cash Management – Business Internet Banking
Responsible for the daily operation of the Business Internet Banking product (iBank) to insure client base is able to access system and set-up new clients and explain product overview.
Coordinated new customer installs, and insured quality customer service
Recommended cash management solutions for clients
Managed new software upgrades and insure product integrity
First Data Resources, Omaha, Nebraska (1984 – 2000)
Problem Analyst II September 1997 – February 2000
Responsible for evaluating system issues and determining root cause. Researched solutions and made recommendations to improve system availability and customer satisfaction.
Provided all levels of management with action plans for resolving open issues
Developed procedures for daily, weekly and monthly tasks
Improved processes between client initiated issues and resolving agency and update documentation
Evaluated ongoing validity of problem management processes effectiveness, refined as necessary
Performed extensive port-mortem analysis including interpretation, evaluation and recommendations to senior management
Problem Management Analyst August 1995 – August 1997
Responsible for identifying and providing analysis of system data and also interpreted measurement, tracking, root cause, and performance related issues.
Utilized multiple software applications
Delivered consulting and technical support to management, staff and client service teams
Presented formal and informal presentations on such analysis to all levels of management
Senior Technical Customer Support Analyst November 1987- July 1995
Served as initial point of contact for identifying, documenting, communicating, and resolving open issues.
Handled software/hardware issues for internal and external customers
Escalated issues to all levels of management to adhere to service level agreements
Trained new Customer Support Center personnel and established follow-up area
Service Control Center Supervisor June 1986 – May 1987
Supervised 12 first level personnel for daily production and operational workflow within the Service Control Center.
Approved scheduling requirements, 24 x 7 operation
Performed 6-month and yearly reviews, recommended promotions
Help Desk Call Coordinator February 1984 – May1986
Performed first and second level troubleshooting for initial Help Desk calls
SKILLS
National Career Readiness Certificate (NCRC) – Silver assessment certificate
Fiserv Core processing products (Precision, BPM, Integrated Teller and Retail/Business Online)
Microsoft Windows, Excel, Word and Outlook
Asset Management, Problem Management, Project Management, QA Management and Risk Management
EDUCATION
University of Nebraska at Omaha – General Studies
Career Development Courses via BAI and banking training modules via online
Effective Project and Time Management Practices and Total Quality Management training (TQM)
Tutorial classes for Principals of Banking, ACH Rules, BSA and Privacy Compliance
VOLUNTEER
Heartland Family Service – Board of Directors for 4 years, ongoing
Heartland Family Service – IT Task Force for 3 years, ongoing
Edward “Babe” Gomez-American GI Forum member
AWARDS
5 Team Quantum’s and Key Player designations for superior handling of projects (FDR)
Facilitated twelve-member task force addressing: Respect and Dignity issues in the Workplace (FDR)
References: Available upon request
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