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Customer Service Management, Project Management, Problem Management

Treynor, Iowa, 51575, United States
March 04, 2018

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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.


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


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


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


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


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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