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Work Background
CLA Corp. Inc.Processing Specialist
Jan. 2020Developed the severity/impact matrix process for Incident Management, Root Cause Analysis, and escalation of complex issues for the Call Center vendor support teams.
Manage the Customer Service Payment Processing Team and daily reporting operation
Created the QA Call Center program and scoring surveys for live and recorded calls Established the Call Center Change Management process and Post Incident Review Team Drive current processes improvements and developed KPI reporting for daily operations.
Developed all standards for documentation editing and process flows.
Administrated and trained agents on the SharePoint knowledge base repository.
Established proper management of the technical production resources to support a quality aligned Call Center Operation.
Authored PowerPoint presentations for the current operation and strategic concepts,
Transition manager for the LiveVox and Inventory Management project and mitigation. Identified current issues within the management and daily operations. Presented efficiencies to increase RPC revenues and drive down redundant calls.
FiservIncident Management Specialist
Jan. 2017 - Jan. 2018Responsible for complex analysis of SEV1-SEV4 Incident Management, drive escalations to trouble-shooting and Post Incident Review teams
Drive the Root Cause Analysis and resulting action items to completion.
Participate in weekly channel reviews of change tickets for patches, software/hardware changes, network architecture, and corrections before the Change Management review
Board using the Service Now ticketing application
Define, write and edit Process Documentation for daily reference by the Production Support Team. Establish, organize, manage, and maintain the ITIL local SharePoint repository library.
Track/drive/report current issues to Production Support organizations and senior management. Communicate Problem/Incident statuses to internal client teams and perform SLA management reporting. Provide continuous improvement/positive recommendations for the existing team including process, communication methods, problem speed recognition, standard definitions, and emerging technologies. Conduct Performance Reviews, hiring interviews, and supervise/coach staff on a daily basis
FIS GlobalSenior Operations Manager
Jan. 2010 - Jan. 2016Responsible for Vendor Management, Incident, Problem, and Change Management, Trends
and Metrics Analysis/Reporting, Cost Reductions, Cisco/ACD Call System Management, Case Management System ticketing, Targets/Statistics, and Agent Analysis.
Managed the End-to-End daily ATM Help Desk Operation for over 7,000 ATMs in 29 states. Implemented, Administrated, and Maintained the APTRA Vision/Gasper Vantage end-toend solution for over 650 ATM banking clients. Created all status/action code tables, scripts, protocols, service levels, commands, and reporting to clients and internal management. MS Office Suite including Word, Access, Excel, Outlook, SharePoint Administration, and Salesforce CRM.
Perform complex Business Analysis for over 700 EFT clients, escalation processes, and Root Cause Analysis.
Develop, author, and maintain Process Documentation on Vision and perform SharePoint Administration. Produce and distribute APTRA Vantage/Vision ATM availability reporting.
Manage the operational Client Relationship Systems, seven years of experience with Stratus
System and PAS Application Upgrades, Process Audits, Production Support, Network
Transmissions, File Transfer/File Movement Utilities, Software Enhancements, ITIL, Datacenter Management, Emergency Response, PMO, TNS/NOC, Disaster Recovery Planning/Testing, and the hiring of Operations Center employees.
Responsible for UAT and Omni-channel test cases for APTRA Vision/Vantage, NCR AANDC/Edge 5.0/5.1, Diebold Agilis 3, and Hyosung emulation/conversions.
Directed Host Core and ATM conversions for multiple platform deposit image processing and IPC delivery.
Accountable for the hiring, development, coaching, and evaluation of all unit employees. Perform all troubleshooting and testing operations for APRTA Vantage/Vision operations. Oversee and coordinate project teams for ITM/EMV (m-tip/ADVT) certifications and production rollouts.
NCR CorporationSenior Technical Consultant
Feb. 1999 - Jan. 2010Managed pre-sale support, assisted in solution planning, troubleshooting, and performing end-to-end customer transitions to the ATM Incident Management solution
Collaborated with worldwide technical teams in the development of global ITIL automation standards.
Established state of the art global model business Call Center/Help Desk for ATM monitoring systems.
Acquired competent and experienced technical call center staff for outsourcing operations. Managed the conversion of ATM outsourcing customers using APTRA Vision/APTRA Vantage solution.
Coordinated Avaya ACD implementation, menus, analyzed and department/agent KPI's.
Evaluated and planned implementation of new ATM outsourcing of business opportunities.
Implemented the Fleet and Compass Bank/transition of the GasperNet EDI pilot project. Supported the testing and implementation of NCR ATM Remote Recycle option for 4g and 5g ATMs.
Bank of AmericaVice President
Jan. 1997 - Jan. 1999Responsible for providing sole leadership to the entire team of 40 Call Center/Help Desk agents
Managed the ATM/ABC Support Center for NationsBank East, accountable for over 7,000 ATMs.
Responsible for daily operations, strategic planning, tactical support, budget, expense, management reporting, contingency planning, Y2K compliance, and direct escalation to internal and external clientele.
Implemented Gasper Manager automation tools and technology, improving call center efficiencies.
Orchestrated multiple system integrations, company initiatives, and drive for continuous improvement.
CLA CorporationBusiness Analyst
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