Technology Operations Associate

Robbyn Matilsky

Pottstown, PA ***/***-**** *.*.********@*******.***

Objective

Seeking employment as a Technical Support Specialist in which my skills and experience will be of value.

Education

BACHELOR OF ARTS, WEST CHESTER UNIVERSITY

·Spanish and Russian

Experience

TEAM LEAD TECHNOLOGY OPERATIONS ASSOCIATE WELLS FARGO 1/1/22 - 4/22/24

·Reviewing the team’s ServiceNow tickets and providing feedback.

·Improving first call resolution.

·Being first point of contact for the team’s questions.

·Resolving escalated tickets and following up with the customer.

·Coaching the team in policies and procedures.

·Assisting in leading team meetings.

·Monitoring various chatrooms to answer questions from any team.

·Listening to calls when asked to explain to team members why a specific quality assurance score was received.

SUBJECT MATTER EXPERT TECHNOLOGY OPERATIONS ASSOCIATE WELLS FARGO 1/1/20

- 1/1/22

·Onboarding new employees.

·Setting up computers for the new employees.

·Monitoring chatrooms to support employees during and after their training.

·Sitting in on training classes when it was time for the employees to start taking calls.

·Providing ticket feedback.

·Coaching the new team on policy and procedure.

TECHNOLOGY OPERATIONS ASSOCIATE WELLS FARGO 1/1/05 - 1/1/20

·Resolving account issues (mainframe, active directory, remote access).

·Troubleshooting and resolving software issues.

·Supporting various lines of business.

·Backing up user’s data and transferring it to another computer.

·Troubleshooting and resolving hardware issues.

·Supporting Windows migrations and updates.

·Supporting server migrations.

·Assisting with service requests.

·Assisting with access requests.

·Following up with customers to ensure that the issue was resolved.

·Escalating tickets when necessary.

SERVICE BANKER WELLS FARGO 1/1/03 - 1/1/05

·Answering questions about customers’ accounts.

·Opening and closing customer accounts.

·Performing maintenance on customers’ accounts.

CUSTOMER SERVICE REPRESENTATIVE/SALES AND SERVICE REPRESENTATIVE WELLS FARGO

11/15/99 - 1/1/03

·Answering questions about customers’ accounts.

·Opening and closing customer accounts.

·Performing maintenance on customers’ accounts.

Skills & Abilities

COMMUNICATION

·Assisting in leading team meetings.

·Providing updates on policies and procedures using MS Teams and email.

TECHNICAL SKILLS

·Active Directory

·Microsoft Office

·MS Teams

·Remote Desktop Utilities

·Remote Access Tools

·Pulse Secure and RSA tokens

·Citrix Workspace and applications

·Virtual Desktops

·Windows 7 and Windows 10

·iPhone, iPad, and Android

·MS Authenticator

·Software and Hardware Troubleshooting

·Adobe Acrobat

·Symantec

·ServiceNow

·Multi-Factor Authentication

ADDITIONAL SKILLS

·Technical Helpdesk

·Customer Service

·Call Center Experience

·First Call Resolution

·Coaching

·Communication

·Organizational Skills

·Multitasking

·Solution Oriented

·Reliability

·Documentation

References

Available upon request.

Contact this candidate