Accomplished technical analyst with 19+ years of application and production support within a variety of business banking units (including 10 years with the Residential Appraisal Department at Bank of America). Excels in problem solving and analysis. Able to work independently or within a group dynamic. Solid interpersonal skills, a team player and can remain calm in challenging situations. Flexible, customer service oriented and has a strong desire to learn and grow professionally.
Substitute Teacher, 01/2017
to Current Rutherford County Schools Murfreesboro City Schools
Assisted 250 district, region, and administrative appraisal department employees with hardware and software issues.
Served with a 6-person help desk support team which handled approximately 50 calls per business day.
Supported money transfer application (SafeSend) which handled on average between 5,500 and 6,000 transactions per business day.
Analyzed and researched system level as well as detailed transaction level issues.
Assisted with transitioning application to a new server which improved reliability and significantly decreased system downtime.
Resolved support tickets from line of business for Student Lending application; provided resolution and closure of tickets within 2 business days.
Coordinated with Level 3 team to create yearly privacy notice files which were electronically transmitted to FICO.
Contributed to problem triage and resolution conference calls and overall system support for Savings Time application (CD/IRA accounts).
Interacted directly with line of business partners to receive requirements for testing and to a gain a better understanding of system issues.
Collaborated with Level 3 support team to discuss, plan, and implement system fixes and updates.
Served as a liaison between line of business partners and technical support group by interpreting and analyzing business requirements, then communicating the needed modifications, testing and coding changes to satisfy the requirements.
Technical Ability Designed and maintained Access database to track inventory (laptops, cameras, printers) for approximately 250 residential appraisers and support staff.
Created SQL queries to provide data to business partners for Student Lending application.
Supported appraisal software products WinTotal and Sketch-It.
Proficient in Microsoft Suite of Products (Word, Excel, PowerPoint, Access).
Served as administrator for support team's Microsoft Sharepoint repository.
Windows Operating Systems (Win 7, 10, 2000) and iOS.
Utilized and supported Cisco VPN Client.
Provided SharePoint administration for work team, including granting access to users and performing clean-up and restructuring of page layouts.
Responsible for hardware support tasks including repairs of motherboard, CPUs, network cards, and hard drives.
Routinely performed data transfers from one laptop to another.
Authored technical documentation for bank-wide systems application.
Trained in Six Sigma Methodology (Foundations; Methods, Techniques, and Tools; Metrics, Tracking, and Reporting; Procedures).
Maintained user, group, and computer accounts for Bank of America's residential appraisers using Active Directory.
Troubleshot software issues from virus to spyware.
Interpersonal Skills Works well as part of a team, as well as independently.
Spent last nine years as a "remote" (work at home) employee.
Ability to translate and articulate technical language for non-technical employees.
Calm and patient demeanor in the midst of volatile environments.
Places premium on the value and needs of the customer.
Motivated to drive an issue through to resolution.
Adapts well to change.
Willingness to learn and responsive to constructive feedback.
Project Management Managed six-month laptop refresh project for 200+ employees which included coordinating schedules with end-users, data transfers, appraisal software installation, and peripheral testing.
Efficient work process minimized impact to end users (Turnaround time in 90% of the cases was within 3 business days).
Training Led training for the units 10-employee team on use of ticketing system (Remedy, Maximo).
Trained incoming team members on current systems applications.
to 01/2017 Bank of America
Consulting Systems Engineer, 01/2003
to 01/2006 AVP Bank of America
Analyst II - Generalist, Consumer Real Estate Tech Support, 01/1998
to 01/2003 Bank of America
Active Directory, administrative, articulate, Basic, bi, Calculus, CD, Cisco, Interpersonal Skills, hardware, counselor, Client, hard drives, hardware support, help desk support, hr, inventory, laptops, team building, Leadership, lesson plans, administering medication, meetings, Access, Access database, Excel, money, Microsoft Suite, Windows Operating Systems, PowerPoint, Microsoft Sharepoint, SharePoint, Win 7, 2000, Word, Works, motherboard, network cards, page, cameras, printers, coding, Project Management, repairs, Reporting, scheduling, Six Sigma, software installation, SQL, Statistics, strategic planning, Supervisory, teaching, technical support, technical documentation, triage, VPN
Bachelor of Arts: Mathematics,
California State University - Mathematics