Information Technology-Product Support Specialist

Karen Reid

Davenport, *****, FL, 908-***-****, **********@*****.***, www.linkedin.com/karen-a-reid SUMMARY Detail-oriented Digital Business Client Product Support Representative with over 5 years of experience in digital banking and cash management. Expertise in troubleshooting product-related issues and implementing digital banking strategies to enhance customer satisfaction. Successfully resolved connectivity disruptions with a focus on minimizing customer impact. Proven track record of maintaining accurate records and documentation. Committed to delivering exceptional support and driving operational efficiency to support organizational goals.

WORK EXPERIENCE

07/2022 – 04/2025 Digital Business Client Product Support Representative, FIS Orlando Delivered comprehensive product support to FIS clients by resolving incoming inquiries.

Addressed customer product inquiries through telephone, email, or chat communications.

Monitored product performance metrics and system health to ensure reliability.

Diagnosed and troubleshot issues using advanced network management tools to guarantee optimal functionality.

Effectively identified and resolved product-related challenges, including connectivity issues and performance setbacks, ensuring minimal disruption to clients.

Proactively recognized and managed alerts or issues, conducting initial troubleshooting before escalating to relevant teams for resolution. Reproduced client issues in a test environment, documenting and explaining how applications and systems interact to support business processes. Maintained meticulous records of incidents, changes, and resolutions within the ticketing system to ensure thorough tracking and accountability. Documented customer details and recurring technical issues to enhance product quality initiatives and development efforts. Collaborated closely with the Banking Client to facilitate the implementation of FIS applications.

Resolved client concerns that arose during installation, operation, maintenance, or compatibility issues related to products. Ensured high levels of client satisfaction by maintaining ongoing communication and following up on resolved issues until complete resolution.

11/2017 – 03/2021 Digital-Online Banking Specialist/Cash Management Operator, Investors Bank

Iselin

Spearheaded all digital-online banking operations, managing business and consumer online account administration and providing digital IT channel support.

Developed and implemented strategic digital banking initiatives, ensuring compliance with all online financial obligations.

Executed cash management and digital banking operations, preparing accurate payment reports.

Reconciled cash management applications, proactively monitoring and resolving fraud incidents related to digital-online banking. Complied with all company policies and procedures in processing digital banking transactions.

Served as the primary Tester for online banking programs and system updates, overseeing upgrades and implementation processes. Authored detailed procedural documentation for the digital-online banking department.

03/2019 – 04/2021 Treasurer, Abyssinian Baptist Newark Administered the receipt, banking, and safeguarding of organizational funds. Forecasted the company’s borrowing needs by analyzing data and preparing budgets and financial statements.

Updated and managed financial systems alongside operational policies to enhance efficiency.

Presented financial forecasts and reports to senior management for strategic review.

Instituted and enforced legislative and financial policies and procedures. 01/2010 – 04/2017 Online Banking Specialist/Electronic Funds Transfer Support, Cash Management Operations Department, Investors Bank

Iselin

Oversaw comprehensive cash management operations throughout the department.

Conducted testing and troubleshooting of accounts prior to activation. Collaborated with IT/Digital Channel departments on system conversions and upgrades, ensuring smooth transitions.

Responded to customer inquiries, efficiently resolving technical concerns and issues.

Created new accounts, processed cash transactions, and coordinated reconciliation and reporting tasks.

Developed audit plans and authored procedural guidelines for operational programs and systems.

Provided guidance to senior management on risk assessments pertaining to company loans and investments.

Trained mid-level and senior personnel, managed documentation, and prepared critical correspondence and proposals.

Adhered strictly to operational protocols while assisting with investigations into suspected fraud.

Acted as the sole Online Banking/EFT Specialist for both consumer and small business clients.

Successfully trained all new and current employees in both digital and online banking practices.

Executed limit increases for services like Zelle and Pop Money. Resolved all fraud-related issues concerning Online Banking, Zelle, and PopMoney.

EDUCATION

01/2001 – 2005 Kean University

Bachelor of Science, BS, Management Science

Union

09/1994 – 06/1997 Essex County College

Associate of Science, AS, Business Administration

Newark

SKILLS Financial Technology Product Support

Financial Reporting Implementation

Risk Assessment Internal Auditing

Online Banking Processes Training

Team Leadership Relationship Building

Written and Verbal Communication

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