Skilled in HTML
Windows and Linux
Report Writing and Review
Personable and Caring
Excellent Time Management
Developed and Implemented a plan to provide end to end monitoring of critical applications.
Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Established compatibility with third party software products by REST and Email-Endpoint integrations.
Oversaw the daily performance of systems.
Trained users in the proper use of software.
Followed internal procedures for change management, incident management and escalation.
Provided base level IT support to non-technical personnel within the business.
Demonstrated professionalism and courtesy with callers at all times.
Managed call flow and responded to technical support needs of members and member-owners.
Installed software, modified and repaired hardware and resolved technical issues.
Identified and solved technical issues with a variety of diagnostic tools.
Completed credit card disputes from inquiry to credit back to the cardholder.
Utilized many in-house and third party applications including but not limited to: FDR, STAR, Arcot, Visa Online, CallPro and CasePro.
Managed a queue of 100-120 dispute cases daily while making direct contact with cardholders and vendors.
Provided great customer service to Cardholders by processing loss/stolen card reports in the Contact Center to assist with high call volume during a compromise event.
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