Jennifer L. Kirk

**** ******** **. *.

Jacksonville, FL 32259

904-***-****

acxaie@r.postjobfree.com

Summary of Qualifications

An experienced and dedicated customer oriented technology consultant with a wide knowledge of the banking industry. Specific strengths include:

Problem Analysis and Resolution Vendor Management

Oral and Written communication Project Management

PROFESSIONAL EXPERIENCE

Senior Telecom Analyst Bank of America

May 2005 - Sep 2006 Jacksonville, Florida

Provided consulting and analysis on data and voice communication request. Resolved problems of diverse scope where analysis of data provided solution of issues within defined practices. Coordinated with vendors on request and issues, maintaining specific contractual timelines for work to be completed. Processed escalations when requested, tracking and monitoring these with management and vendors.

Technology Project Analyst I Bank of America

August 2001 - April 2005 Jacksonville, Florida

Performed project management responsibilities relating to information technology implementations, upgrades, conversions and recovery. Provided analytical support for complex information technology projects under general direction. Developed and revised project materials and maintained project documentation.

Desktop Consultant/Deployment Coordinator Enterprise Integration February 1999 – July 2001 [Contractor to Bank of America]

Provided consulting and support for the Consumer Financial Technology Logistics Group. Facilitated moves, adds and changes for data and voice communications technologies. Engaged appropriate vendor for completion of work requested. Monitored and maintained detailed records for each technology request.

Senior Customer Care Account Specialist United States Cellular

September 1991 - September 1998 Greenville, North Carolina

Provided the highest level of customer support by analyzing subscriber's accounts and offering prompt resolutions to ensure retention. Tactically enforced low subscriber churn by maintaining a disconnect rate of less than 3%. Provided account service to Power Club members, which made up the top four percent of the US Cellular's customer base. Managed inbound and outbound customer care calls maintaining goals set by management.

Education and Professional Training

Nathan Bedford Forrest High Jacksonville, Florida

AA Certification in Professional and Technical Development Program Bank of America

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