Customer Service Technical Support

Troy Hurley

*** ******** ****** ****** ****, NJ 07305

************@*****.*** 201-***-****

list of qualifications

Professional, top-performing, software quality assurance analyst with

extensive experience in technical support using Tandem based applications,

and superior customer service. Possesses strong organizational skills,

with the ability to effectively prioritize workloads while meeting strict

deadlines. Highly motivated, hands on problem solver that works well

independently or in a group setting. Proficient with MS Outlook, Visio,

Tandem (HP), Unix Systems, Paragon Configbuilder, Atmulator, and

proprietary applications.

Areas of expertise include:

Technical Support EFT/Data Processing Troubleshooting

Problem Solving Training Process Improvements

Tandem Precise Independent Research

Documentation

PROFESSIONAL EXPERIENCE

Fiserv Morris Plains, NJ March 2008 - Present

QA Analyst

1. Technical quality assurance analyst for clients seeking to install,

upgrade, and/or change their technical online authorization and

telecommunications interfaces

2. Assemble client technical requirements in preparation for client testing

activities, conducting thorough quality assurance, regression, and stress

testing of the clients' telecommunications, and online interfaces through

in-house Tandem based applications

3. Responsible for certifying clients' (new and existing) transaction

acquisitions and authorization systems are in compliance with documented

specifications with various products including eBanking, Bill Pay, and

XML

4. Responsible for implementing functionality, configuration modifications,

documenting processing, and product specifications of network gateways

using scripted certifications while providing technical support and

guidance throughout the process

Key Achievements:

1. Certified Fiserv's first XML clients and participated in developing

this new interface

2. Successfully certified Fiserv's first Gold Client Project

3. Noted for producing billable work while still in training and the

ability to work independently

Fiserv EFT Morris Plains, NJ May 2005 - March 2008

Technical Client Service Rep

5. Suggested and implemented resolutions to EPOC and Base24 clients'

problems and issues

6. Resolved problems/issues by researching and working with other

departments

7. Responded to random inquiries through phone and e-mail contact with top

tier customers and prospects about products and services

8. Direct communication with high-level management of various financial

institutions

9. Supported system down times to minimize impact to major top tier clients

Key Achievements:

4. Promoted to POS Technical Client Service Representative

5. Recognized as a Fiserv Future Business Leader

6. Selected to train and orient new hires; trainees provided seamless

coverage

Fiserv EFT Morris Plains, NJ

September 2004 - May 2005

Client Operations

10. Analyzed data, performed decision making-research and problem solving

using Tandem based applications

11. Received, transmitted, and monitored daily transactions of over 750

clients

12. Created and updated service tickets for various regions and issued

resolutions

Key Achievements:

7. Hired as a Full Time employee from a temporary position

8. Exceeded goals and recognized by Senior management

9. Selected to train and orient new hires; trainees provided seamless

coverage

EDUCATION

B.S. Degree in Business Administration & Management, Delaware State

University, Dover, Delaware

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