Janel Brieske

Safety Harbor, FL ***** 727-***-**** ad3fxu@r.postjobfree.com https://www.linkedin.com/in/janelbrieske

Senior Product Support Manager

Well-spoken, knowledgeable, and diligent information technology professional with experience serving as liaison between business users and engineering teams. Proven history of success in financial services, health insurance, government, and manufacturing. Adept at supporting both front- and back-end development projects.

Skills

Customer Support Typing 40 Words per Minute (WPM) Communication System/Software Development Lifecycle (SDLC) Product Maintenance Documentation Application Design Object-Oriented Programming

Technical Skills

Windows MS (Word, Excel, PowerPoint, Outlook) Java JavaScript HTML5 XML CSS3 Git

Experience

FIS February 2022 - December 2023

Customer Service Manager II

Provided customer support for multiple Fin-tech products, answering inbound inquiries from Clients via telephone or in written email/chat sessions.

Served as primary point of contact for Clients and various internal departments/divisions to resolve outstanding issues and Client requests.

Coordinated with Clients, relationship managers and other appropriate areas to ensure Clients were properly serviced, paperwork was properly executed, and all operational arrangements were in place.

JPMorgan Chase 2018 - 2019

Batch Processing Software Engineer

Contributed on Agile team to maintenance and troubleshooting for web-based software applications designed to process nightly batches of credit card payments for multiple end-customers. Supported merchant solutions, reviewing code to identify faults, and conveying recommendations to improve product speed. Participated in reliability testing and final quality assessments prior to release of modifications.

Reviewed Java code, monitoring Visa Card transaction systems for batch processing delays following Oracle system upgrade; determined faults, conveyed recommendations for resolution to senior engineers and conducted software reliability testing to ensure accuracy of pre-production changes to maximize efficiency.

Conducted manual pre-production reliability testing to ensure accuracy prior to launch; prevented inaccuracies from interfering with batch processing success, earning reputation for pro-actively identifying potential errors.

Drove project adding vital documentation into collaboration system during office relocation from NH to FL; accurately entered 50+ reports into SharePoint to create new, easy to read knowledge base.

Kept knowledge transfer on track, sharing status reports at sprint meetings to drive timely content submission; gathered critical information that facilitated future product enhancements for greater systems efficiencies.

Janel Brieske ad3fxu@r.postjobfree.com Page Two

Healthesystems 2011 - 2016

Technical Support Software Engineer

Provided support for product enhancements, serving as liaison between business and technical teams. Gathered requirements from business analysts, interpreting client needs based on software capabilities. Relayed product issues to system programmers, conveying design recommendations. Identified coding errors and tracked modifications to resolve discrepancies. Conducted server compatibility testing in computer lab.

Supported major insurance carrier, preventing delays in production while aiming for high levels of customer satisfaction; collaborated with business analysts and engineers to rapidly improve product functionality.

Developed resolutions to system faults in a Java development environment; addressed coding issues to correct time-sensitive glitches, actively participating in organizational transition from Waterfall to Agile methodology.

Provided on-call application support as a top-performing troubleshooter, rising within engineering department to collaborate with project management and quality assurance (QA) to roll-out new system enhancements.

Advanced to greater levels of responsibility over 5+ year tenure, earning recognition as a strong techno-functional resource.

Additional Relevant Experience

Pinellas County Business Technology Services

Software Technologist

Supported enterprise applications using a variety of technologies, including WebSphere, JBoss, and Oracle with servers running on Linux platform.

Successfully carried out objectives, eliminating redundancies and implementing refinements; resulted in ‘zero downtime’ and yielded hundreds of thousands of dollars in online revenue within the first year.

Contributed to successful design and development of multiple software updates, managing server and technical issues; played significant role in establishing online public access to real property, civil, and criminal court records.

Education

Bachelor of Arts (BA)

University of Wisconsin-Whitewater, Whitewater, WI

Training

Computer Programming Certificate

DePaul University, Chicago, IL

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