Customer Service Analyst

Cynthia Speno

***** * ***** *****, ******** Hills, AZ 85268

480-***-**** • ********@*****.***

Professional Summary

Most currently was a Senior Technologies Analyst within a Global Merchant Technologies Helpdesk on the American Express account. Primary responsibility was to ensure highest possible availability for merchant/partner Authorization connections by pro-actively utilizing connectivity monitoring tools, by providing fastest possible first response, and by engaging other support teams as needed for connectivity issues.

I am a team player with ability to work with limited supervision. I possess strong analytical, problem solving, and decision making skills. Excellent customer service skills. Attention to detail and follow-up. Ability to manage multiple tasks under stressful conditions and timelines.

PROFESSIONAL EXPERIENCE

IBM Global Services • Phoenix, Arizona 85027, May 2002 - present

To provide technology services that deliver measurable business results.

Sr. Network Analyst

Global Merchant Technologies Helpdesk – Monitor overall enterprise and individual customer connectivity using tools that span across the Stratus and GAN/GIG platforms. Provide 1st level trouble shooting, handle inbound and outbound customer contacts, open tickets, determine the business impact and if GSAM technical bridge is required, engage 2nd and 3rd level support teams as needed, provide customer follow-up, and broadcast outage updates.

Fully support merchant/partner file transfer connection and processing across multiple platforms including SFT, STRATUS, AS400, CAPN Submissions, STARS, CSC (Clearing and Settlement) TSO, IMS, CASW. Assist merchant/partners in the reconciliation of file transfers, file status and the reorder missing files. Issue temporary digital certificates and or Public/private keys. Reset passwords.

American Express • Phoenix, Arizona 85027• December 1998 – May 2002

American Express is a multinational company offering world-class Charge and Credit Cards, Gift Cards, Rewards, Travel, Personal Savings, Business Services, Insurance and more.

Global Technologies Systems Support Senior Helpdesk Analyst

Provide first and second level helpdesk support for American Express employees, contractors, and American Express Bank. Support included resolution of all network, mainframe, distributed, and interactive problems. Assess client’s problems, document impact and resolution while providing timely feedback back to the client. Managed the Problem Management functionally for American Express defined as the day-to-day coordination of problem assignment, severity code assignment, misdirection and redirection of problem tickets to all organizations in Technologies globally. Assist in the training of new hires.

Contact this candidate