FELICIA PATRICE DAVIS

209-***-****

adi7ds@r.postjobfree.com linkedin.com/in/felicia-davis-72a9741b8

Experienced professional with an intentional, can handle anything reputation for success. Championed contributions to organizational goals through resourceful solutions and innovative problem escalation management. Servant leader, mentor, and enthusiasm-fueled motivator with the talent to bring out the best in both individuals and teams with demonstrated results in critical issue management for Wells Fargo technology division for the last 20 plus years.

PROFESSIONAL EXPERIENCE

2000-2020

Business Systems Consultant V / Technology Escalations Manager

Reporting to the Technology Applications Manager, Production Manager, Implementation Manager, and Client Services & Sales Manager as Vice President, accountable for the management of all critical production escalations for implementation and sales web applications.

Essential in the shaping of the organizations I.T. help desk providing better communications, tracking and resolution of production issues improving issue management exponentially.

Increased team value and saved company FTE dollars by automating ticketing system to allow users to report issues directly in their applications decreasing the need for FTE to open tickets and focus on resolving the issues.

Grew the team’s ability to support more than 35 web and desk top based applications with less FTE. Utilized contractors during peak times only, saving the need to hire more FTE while increasing the team’s value to the organization. Also rotated on-call support schedule to prevent staff burn-out.

Served as single point of contact and SME for communications to senior management of all escalated issues.

Coordinated Root Cause Analysis meetings to review resolution and affirm the proper allocation of resources.

Tracked and analyzed issue trends of escalated issues. Reviewed and presented the info to technical teams and management.

Invented application within the implementation tool that housed defect information.

Improved the end-user experience by allowing users to look up defects and issues in the user tool, significantly increased user productivity.

Implemented automation of daily health check and email to proactively monitor the status of the production server environments.

Instituted the first formal user experience training program to train users on the upcoming system enhancements and defect workarounds to enhance support system.

Created process within ingrown ticketing system to help better capture and measure KPIs.

Served as technical liaison between business and technology for projects and release management.

Spearheaded COVID technical response for new application that allowed customers to electronically sign their legal documents while working remotely.

Automated process for creating and maintaining playbooks and SLAs.

Enriched team by focusing on teamwork, customer service skills, personal development, and process execution relating to the support of applications and internal and external customers.

Ensured infrastructure supported company growth by providing data on trends and issues that were being handled. Made improvements to the network by presenting business cases for needed resources.

Provided a robust, reliable, and successful platform for information sharing and collaboration across the organization using SharePoint based application.

Managed and coordinated Emergency Response Procedures and Business Continuity Plans.

TECHNICAL EXPERIENCE

MS Office Suite, MS Exchange, MS SharePoint, MS Office 365, Citrix, VMWare, Hip link, Jabber, Jira, Active Directory, and Crystal Reports

EDUCATION & TRAINING

Harvard School of Business Leadership Workshop class 2018 thru Wells Fargo

UC Davis biological sciences major incomplete.

Will C Wood High School

AWARDS & HONORS

Stellar Service Award 2013-2016, Bonus awarded every year, Vice President title awarded 2015. Profound African American Leadership Award recipient 2018

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