Help Desk Customer Service

Weldon Willis

**** ******** **

Desoto, Tx *****

Cell 214-***-**** / *********@*****.***

QUALIFICATION

Experienced Helpdesk Analyst providing first point of contact support for questions or issue related to internal applications and processes. Applications supported: GSS, GUS, iCon, CashPro (CP Tools), GFS, ACHView, GFO, SOL, WIMS

SOFTWARE SKILLS

Excel, Word, PowerPoint, Access, Windows 7, XP, Outlook, Internet Explorer, Mainframe Applications

PROFESSIONAL EXPERIENCE

July 2007 – June 2015 Bank of America Dallas, Tx

Customer Service / Helpdesk Analyst

* First call resolution of tech issues and how-to questions; opening/assigning of incident tickets

* Escalate Priority 1 incidents to Level II Tech Support

* Liaison between technical and business partners during triage processes

* Participate in business and technical partner meetings, provide reporting, trend analysis and

metrics

* Specific application & user maintenance actions

-Provide subject matter expertise and issue resolution

-Provide end-to-end management of issues

-Understand user requirements and service expectations

-Create incident tickets / tracking and resolution

-Provide advisory communications during application releases and scheduled outages

- Excellent oral / written communication skills

- Access Modifications / Deletions / Password Resets

- Internal applications testing and Installations

- Internet Explorer Installations

July 2006 – July 2007 Inwood National Bank Dallas, TX

Electronic Banking Help Desk Analyst

Support internet banking products through inbound calls

Support and troubleshoot ACH files and Domestic Wire funds

Support and setup ATM Check Cards

Setup clients to view account transactions online

Assist and setup clients on Electronic Bill Payment

Monitor Fraudulent Check Card Activity Report

Uses the Jack Henry Associates System

October 2003 – June 2006 JP Morgan Chase Dallas, TX

Electronic Wire Analyst / November 2004 – June 2006

Received inbound calls assisting clients to wire domestic and international funds

Used BESS and MoneyNet systems to input detail wire information

Lease Auto Analyst / October 2003 – November 2004

Analyzed clients Personal Property and Sales Tax dispute using the Lemans system

Managed and track client accounts using Access database

Processed tax payments and issued clients refund checks using the Lemans system

Researched on internet to inquire on current tax charges in various states

Notarized legal documents

March 1989 – December 2002 Bank of America Dallas, TX

Transaction Services Help Desk Analyst / February 2001 – December 2002

Received inbound calls as first level troubleshooter and escalated issues to second level

Supported business software such as: Imageview, BASS, Outlook and Mainframe

Troubleshot Windows 2000, ’95, NT, Netscape and Internet Explorer

Used Tivoli, Peregrine and Infoman to log and track calls

Supported clients on a weekend on-call rotation

Automated Clearing House Help Desk Analyst / June 1998 – February 2001

Received calls through ACD line and supported technical aspects of ACH operation

Tested, setup and implemented new clients electronic payroll deposit

Maintenanced client’s profile using the PEP+ and Infinity system

Supported clients on a weekend on-call rotation

EDUCATION

Currently studying for Associate Degree in AAS HVAC

Studied undergraduate courses at Dallas Community Colleges

Studied MS Networking, MS Windows 2000 & Personal Computer Hardware

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