Customer Service Help Desk

FRANCIS MCMANUS

** ******* ***** *****: 781-***-****

Braintree, MA 02184 Email: **********@*****.***

Senior Computer Operations Technician

A top-performing Senior Computer Operations Technician with strong customer service skills and an accomplished history of building strong and lasting partnerships across all teams and levels. Excels at strategic analysis in order to resolve problems, and consistently provides prompt and thorough follow up. Expert ability to exercise good judgment while following policies and procedures in order to determine best actions and practices.

Areas of Expertise

Customer Service

Help Desk

Translating & Simplifying

Leadership & Team Building

Interpersonal Communications

Decision Making

MS Office

Windows

Strategic Analysis

Creative Thinking

Problem Solving

Process Improvements

Key Skills Assessment

Strategic Analysis – Dedicated to identifying strengths, weaknesses, opportunities, and threats in order to form the best policies, procedures, and plans of action.

Communications – Exchanges accurate information in order to positively connect people and places.

Professional Experience

BANK OF AMERICA, Boston, MA 1999 – 2015

Senior Computer Operations Technician

Excels at monitoring the Vicor System process functions used to support Lockbox; ensures all functions are set up and running properly.

Responsibly manages customer deposit through the delivery of TRX and Image Cash Letter files.

Accurately and efficiently maintains daily SOD reports with detailed information of SOD time, completion times of specific stages, and information regarding any issues related to SOD, TRX, resend, and work unit deletions.

Effectively motivated, led, and ensured follow team members were trained properly in all aspects and duties of their positions.

Successfully collaborated with all Lockbox Systems Control personnel across all supported sites; provided up to the minute information regarding any ongoing and unresolved issues at a particular site in order to ensure a successful shift turnover.

Performed functions that closed out the Vicor system and prepared it for the next day processing.

BANK OF BOSTON, Boston, MA 1992 - 1999

Computer Operations Technician

Proficient performance of hourly cutoffs on Image Scan system; accurately loaded the files on the LB output once a cutoff was completed.

Proactively communicated to Lockbox Operations any errors found in specific files during the loading process in order for corrections to be made.

Worked with Help Desk to correct any errors found for prompt correction, reloading, and recreation.

Education

Associate of Science, Criminal Justice, Quincy College, Quincy, MA

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