Alex Hyde Email & Phone Number

Birmingham, Al, Us

- Promoted to Director of Implementation as the company expanded and a new COO was appointed, focusing on the deployment and integration of FusionDMS, a web-based solution for debit card, ACH, and check disputes.- Collaborated with the development team to ensure seamless implementation of software features that met the needs of hometown banks and credit unions.- Led implementation projects, coordinating with clients to define requirements, establish timelines, and manage resources effectively.- Provided training and support to clients during the onboarding process, enhancing user adoption and satisfaction.- Analyzed project metrics to identify areas for improvement in the implementation process, driving efficiency and reducing time to deployment.- Fostered strong relationships with clients, ensuring ongoing communication and support to maximize the value of the FusionDMS solution.

- Led operations for FusionCRS, a collections and recovery software solution tailored for small banks and credit unions, following the acquisition by FIntegrate Technology.- Oversaw daily operations, ensuring the software met the unique needs of clients while maintaining high service standards.- Served as the Microsoft administrator and lead technical resource, resolving complex issues that exceeded the support team’s capacity.- Collaborated directly with the CTO to address software bugs and facilitate new third-party integrations, enhancing system functionality and user experience.- Worked alongside the development team on the new web-based software solution, FusionDMS, for debit card, ACH, and check disputes, improving processes for hometown banks and credit unions.- Implemented strategic initiatives that improved product performance and customer satisfaction.- Analyzed operational metrics to identify opportunities for process improvements and system enhancements, driving efficiency and effectiveness.- Fostered relationships with clients, gathering feedback to inform product development and optimize user experience.

- Transitioned from a customer-facing support role to a Business Analyst position within the Development team.- Assisted Support with internal escalations and complex troubleshooting efforts.- Partnered with lead developers to complete business analyst tasks, ensuring code quality and readiness for deployment.- Provided insights based on prior support experience to enhance system design and functionality.- Facilitated communication between Support and Development to align business needs with technical solutions.

Birmingham, Alabama

- Promoted to the highest level of support, serving as the final escalation point between the Support team and Development.- Acted as a subject matter expert on application-level support, ensuring complex issues were resolved efficiently.- Collaborated with Development as a liaison to troubleshoot issues and implement solutions.- Contributed to the design and functionality of the software system, providing critical insights from a support perspective.- Recommended system enhancements to improve efficiency and user satisfaction.- Continued to monitor alerts, mentor junior team members, and manage escalations within the team

Birmingham, Alabama

- Promoted to senior-level support, continuing to act as a subject matter expert for the Item Processing software.- Served as an escalation point within the team, resolving complex and high-priority issues.- Monitored system alerts to proactively identify and address potential disruptions.- Managed client communications during critical incidents, ensuring timely resolution and minimal downtime.- Provided mentorship to junior support staff, fostering knowledge-sharing and improving team efficiency.

Birmingham, Alabama Area

- Acted as the first-line subject matter expert for all support tickets related to the Item Processing software.- Provided end-to-end troubleshooting to resolve software issues and ensure smooth operations.- Managed client concerns during installation, configuration, and product maintenance, ensuring high customer satisfaction.- Collaborated with cross-functional teams to escalate unresolved issues and implement long-term solutions.- Delivered product insights and operational guidance to clients, enhancing their software experience and optimizing workflows.

Vance, Al

Paint 2 Process Engineering Co-op 2009- Aided in the design of various jigs for the M, GL, and R class models.- Designed, collected data, and carried out various trials. - Worked with the Robotic Vision System, ISRA- Worked extensively with DATA PAQ Body Shop Process Engineering Co-op 2010

Vance, Alabama