Customer Service Support

Richard Kraut

**** *. ****** ** ~ Milwaukee WI, *3221 ~ 414-***-****

acqxwb@r.postjobfree.com

Education and Certifications:

Bachelor of Business Administration – Management Computer Systems – University of Wisconsin Whitewater, 2004

Cisco Certified Network Associate (CCNA)

Experience:

Fiserv

Product Support Specialist (Aug 2011 – Present)

Diagnosis, troubleshoot and research Fiserv Cleartouch eBanking products and services

Support Fiserv mobile banking products on IOS and Android operating systems

Project manage rebrands and renames

Remote Support with Bomgar

Front/back end support of online consumer banking, online business banking, online bill pay, eStatements, ACH, Remote Deposit, account to account transfers, Raw Data Billing, branding changes, and reporting

Facilitate the use of remote capture and mobile capture check cashing tools

Manage updates to new Multifactor Authentication through Fiserv MFA vendor

Metavante/FIS (July 2005 – Aug 2011)

Call Center Supervisor (1 year)

Supervised 30 employees in relation to their schedules, adherence, call/email coaching

Handled escalated customer issues (supervisor calls, call reviews, and credit letters)

Managed bill pay and eBanking call centers in relation to queues, agent support, call coaching, policies

Initiated process improvements (computer upgrade, quality calibration, scheduling)

Used monitoring tools for Avaya phones to optimize efficiency and best meet service levels.

CRM Consultant/Business Analyst (2 years)

Consulted financial institutions to improve efficiency and data collection through the use of Business Objects reporting tools

Trained bank employees to best utilize Metavante’s Data Warehouse through Business Objects tool

Assisted with bank conversions to Business Objects

Developed ad hoc reports and databases

Updated, troubleshot, and distributed reports to clients for full service support

Tech Support Representative (3 years)

Provided customer telephone/email support for Quicken software, online consumer banking, business banking, bill pay, and debit cards

Utilized ticket tracking tools including Remedy, Support Track, and CMS

Assisted with conversions of new online bill pay products

Sensible Gurus

IT Consultant (Nov 2009 – Mar 2010)

Upgraded and administered computer networks with the use of FortiGate Routers

Provided desktop support and computer upgrades for 8 different companies

Assisted with upgrading, troubleshooting, and teaching various software programs including Microsoft Office

Provided support for spyware/virus removal with use of Microsoft Security Essentials, PC-Cillin, Malwarebytes

University of Wisconsin Whitewater Computer Helpdesk Internship

Computer Helpdesk Technician (Sep 2003 – May 2004)

Installed and troubleshot faculty software including Microsoft Windows and Office

Secured computers with McAfee Anti-virus

Assisted faculty with network issues, password resets, and email setup on the campus intranet

Compiled upgrade recommendations and documentation for users PC’s

Provided onsite support at local desktops

ITA Student Helpdesk Volunteer

Computer Technician (Sep 2003 – Apr 2004)

Troubleshot students personal computers with regards to hardware and software

Administered spyware/virus removal through the use of Norton, McAfee, AVG Anti-virus, Ad-Aware, and Spybot Search and Destroy

Provided network assistance and email setup

Educated students on the prevention and removal of viruses, spyware, and other computer related issues

Skills:

Cisco routing and switching technologies

Microsoft Windows 98/2000/XP/Vista/7/Server 2003/2008, Mac OS X

IOS and Android

Installation of hardware and software for PC/servers

Microsoft Office (Word, Excel, Access, Outlook, PowerPoint, FrontPage)

Teaching and creating lesson plans

Report writing in Business Objects XI

Programming languages: Java, Pascal, SQL, HTML, PHP, MySQL

Detail oriented, high work ethic, flexible, reliable, self motivated

Strong customer service, verbal and written communication skills

Contact this candidate