Teri March - Application Systems Analyst, PFCU

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Work Background

Philadelphia Federal Credit UnionApplication System Analyst

Jan. 2024Pennsylvania, United States

ConnectionRefresh Project Team Lead at Children's Hospital of Philadelphia

Apr. 2022 - Jan. 2024Philadelphia, Pennsylvania, United States• Coordinates IT Technicians at the different locations based on priority and need • Hired, supervised and directed workers engaged in special project work, problem-solving, monitoring and installation of data communication equipment and software. • Assures tickets are resolved in a timely manner or escalated appropriately • Experience working in a regulated environment (Healthcare, Life Sciences, FinTech) Created comprehensive documentation related to deployment processes and procedures. • Analyzed existing infrastructure designs to identify areas for improvement or optimization of the deployment process. • Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support. • Monitored system performance before, during and after deployments, identifying any issues that may arise. • Knowledge of a broad spectrum of technology. Ones of interest include, Service Management tools (i.e., ServiceNow, Salesforce), SCCM, Azure AD, Global Protect VPN, Epic, Microsoft Azure, Active Directory, Office 365, ITIL process skills, UAT.

Toll BrothersSenior Marketing Content Specialist

Aug. 2021 - Apr. 2022Fort Washington, Pennsylvania, United States• Manage the accuracy and completeness of digital content in the DAM and CMS. • Manage Matterport content and Markmonitor domain library. • Partner with IT and the web development team to publish content and assets. • Test and support interfaces while ensuring the quality is maintained and the websites and applications meet standards.

Toll BrothersSenior Technical Support Administrator at Toll Brothers

Sep. 2017 - Aug. 2021Fort Washington, Pennsylvania, United States• Prepared evaluations of software and hardware and recommended improvements and upgrades. • Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications. • Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities. • Analyzed system logs regularly to identify any potential problems or areas for improvement. • Handled customer complaints and escalated issues according to procedures. • Developed in-depth knowledge of products and services; educated users on product features and benefits. • Utilized troubleshooting techniques to identify, analyze and resolve customer issues quickly. • Configured and tested new hardware and software. • Developed training materials and procedures, and train users in proper use of hardware and software. • Improved system performance by identifying problems and recommending changes. • Created user accounts and assigned access privileges based on individual requirements. • Performed root cause analysis on hardware and software malfunctions; recommended appropriate corrective actions. • Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue. • Created and maintained technical documentation. • Trained new employees on technical support processes and procedures; answered questions as needed.

Toll BrothersApplication System Analyst II

Apr. 2016 - Sep. 2017Horsham• Provide technical support, software coaching, and employee assistance for all proprietary applications and third-party software within the company’s application portfolio • Respond to client inquiries in a professional, accurate, and timely manner • Research, diagnose, document, and clearly communicate solutions to resolve end-user issues related to application use and functionality • Own application issues and drive them to resolution or promote to Problem Management if required • Effectively utilize IT service management tools to log, track, update and resolve incidents to full resolution • Document knowledge articles and contribute to employee training requests specific to technology solutions

FiservImplementations Operations Consultant

Aug. 2015 - May. 2016RemoteEstablished the financial institution within DNA, and set the necessary system parameters that will allow financial institution to operate. I work with different aspects of the system and a variety of interfaces. Essential Job Responsibilities: • Assess each client’s nightly, monthly and quarterly processing schedule to assist the client in creating a processing schedule in the DNA system assuring same or similar functionality of client’s prior system. • Assess each client’s system authorizations by resource role to assist the client in creating a system and transaction authority in the DNA system assuring same or similar functionality of client’s prior system, this would include security access to application screens and processes as well as override authorities. • Assists the client to define proper institution parameter and system settings, including but not limited to statement processing and basic notices. • Responsible for pre-conversion remote and on-site client assistance to ensure data integrity, which may include third party interfaces. • Direct responsibility for planning, analysis, troubleshooting and re-enforcing client training. • Diagnose and recommend solutions to issues. • Responsible for assisting clients in writing business specs for custom processes. • Responsible to assist client in testing any applicable custom code.

Ally Financial Inc.Senior Applications Systems Analyst I

Jul. 2012 - Jul. 2015Fort Washington• Test changes to the core operating system, website, back end user interfaces and various databases when appropriate. • Review and Create Business Requirement Documents and plan and complete Test Strategy and Plans. • Write and Complete test cases and scripts that will be used to validate new and existing system functionality. • Provide necessary feedback to project teams on testing results and possible workarounds. • Maintains high level of knowledge regarding the core operating system. • Recommend and implement specific procedures to ensure immediate effectiveness and efficiency of operations. • Review Business Requirement Documents to ensure all system enhancements and new process activities comply with federal and state regulations. • Maintains and ensures disaster recovery procedures are in place and are tested.

Ally Financial Inc.Executive Resolution Specialist

Nov. 2010 - Jul. 2012Fort Washington, PAHandle agency and customer escalations in a timely and professional manner. Work with compliance and legal to ensure effective responses to agency complaints. Analyze system issues and forward for review. Effectively prioritize handling and resolution of calls to ensure that contact with the customer is achieved within 24 hours of first notification and resolution is achieved within 48 hours for the majority of the cases. Take ownership of case and follow-up with customer to avoid future escalations. Experience in all aspects of bank operations ranging from Trust accounts, IRA Accounts also compliance and regulation. Response to written complaints on timely basis – within 20 days for customer letters and within requested timeframe for agency complaints (usually 10 days for BBB, 20 days for FDIC, CFPB, and other agency complaints). Support the even distribution of the customer letter workload. Agency letters to be worked as assigned within specified time frame. Work expedited specialty letter requests within 24 hours of assignment. Ensure accurate, concise and timely reporting of all escalations and expedited requests via the tracking log and/or Open Pages.

Ally Financial Inc.Loss Analyst

Nov. 2009 - Dec. 2010Mitigated bank losses and sought resolution and or write offs.

GMACProcessing Assistant

May. 2009 - Sep. 2010Processed and converted mortgage documents to digital format. Created manuals for the process. Trained team members.